New Relic
Hi, I’m
CHRIS CHRISTENSEN
IT Director
Dallas,Texas
Summary
Strategic-thinking individual experienced in turning low-performing organizations into top revenue producers. Offering engaging and pleasant personality with expertise improving customer relationships. Dynamic Director oversees every facet of production with strong project management and decision-making skills. Brings comprehensive knowledge of planning, technical operations. Skilled at coordinating production plans and personnel resources to complete work under tight deadlines.
Overview
17
years of professional experience
4
years of post-secondary education
14
Certifications
Work History
InComm PaymentsDallas, TX
Director of Information Services
01.2021 - Current
Job overview
- Responsible for developing/planning/implementing policies and procedures to improve overall health of Income Health Production/UAT/Disaster recovery/load test environments across multiple data centers including Azure
- Currently in process of planning/migrating to hybrid cloud architecture utilizing PAAS and IAAS
- Responsible for leading IH IT Operations, DevOps, DBA, and IH Infrastructure teams
- Responsible for working with Account/Operations/Implementation Managers/Sales Managers to ensure smooth onboarding process for Healthcare customers onto InComm Healthcare platforms
- Established vulnerability processes that has led to InComm Health applications/ platforms being HiTrust, PCI and Sox compliant year over year.
- Implemented culture of observability to reduce alert noise by 60% so that support teams are focused on true issues.
- Assisted police officers in routine investigations by canvassing areas, collecting and documenting evidence and coordinating community responses
- Liaised with other departments to minimize network interruptions and possible downtimes
- Implemented and maintained technology and software budget
- Demonstrated creativity and resourcefulness through development of innovative solutions
- Proven ability to develop and implement creative solutions to complex problems
InComm PaymentsDallas, TX
Senior Manager of IT Services
01.2017 - 01.2021
Job overview
- Responsible for growing team of 3 to team of 11 that supports and maintains InComm Healthcare portfolio of production applications ensuring 99.999% uptime
- Monitored customer support teams, ensuring that reported problems are prioritized and addressed in timely manner and that all SLAs are met
- Manage relationships across organization and divisions to develop thorough understanding of core business functions and align support with overall business objectives
- Successfully planned and migrated Income Healthcare data center with little to no downtime
- Ensured uptime and performance of application environment; designed and developed monitoring systems that provided proactive, rather than reactive notifications to key business and IT members
- Responsible for building/maintaining disaster recovery sites along with performing operational readiness drills to ensure InComm Healthcare platforms are ready for any potential fail overs
- Managed Release management team ensuring that follow SDLC process
- Ensures that all Application support members/systems follow protocols ensuring PCI, HiTrust, and SOX compliance.
- Evaluated hiring, firing, and promotions requests
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives
- Implemented and developed operational standards, policies and procedures
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements
- Provided strong leadership to enhance team productivity and morale
InComm PaymentsDallas, Tx
Technical Systems Analyst
01.2015 - 01.2017
Job overview
- Responsible for analyzing, monitoring, and supporting assigned Transaction Processing platforms while driving customer satisfaction for Merchants, Affinity Groups, and Account Managers
- Main focal point of platforms ensures operational and process excellence
- Continuously working with development team to capture current state of system flow so that it can be used as artifact for future development and troubleshooting
- Created Confluence repository and implemented process of documenting how-to articles and troubleshooting articles so that had team Wiki
- Implemented YouTrack ticketing process to capture Requests, Incidents, Development requests, and Change requests
- Worked with Senior Management to develop change management process and continue working with team to adhere to that policy
- Main technical resource for HIPPA, PCI, and SOX compliance audits
- Responsible for deploying all software releases to Staging and Production via TFS and TeamCity
- Responsible for QA once new releases have been pushed to Staging Environment
- Continuously monitoring/acting on all system alerts daily
- Application Support mentor to 3 analysts across US
- Continuously monitoring platform for operational excellence elements for process improvements
- Provided client support on system operation and troubleshooting
- Resolved malfunctions with systems and programs through troubleshooting
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions
- Resolved or escalated problem tickets to resolve user issues
Fossil GroupDallas, Tx
Lead Point of Sale Analyst
01.2011 - 01.2015
Job overview
- Responsible for supporting Point of Sale systems for over 500 stores globally; including all Fossil, Watch Station, and Skagen Retail locations
- Successfully provided Level 3 escalation support for all aspects of SAP Point of Sale system, including all hardware, software, and operating systems
- Assisted with Dev/QA testing on all software releases before moving to production
- Responsible for managing over 30+ Dev/QA Lab environments
- Responsible for creating and updating all support documentation
- Group leader and mentor to 3 analysts in US
- Provided primary support for Traffic Counters around globe for all retail stores and coordinated repairs via 3rd party vendors as needed
- Managed multiple databases and ran numerous queries on regular basis to support business as necessary
- Responsible for training and providing regular feedback to all point of sale analysts in Europe and Asia on all aspects of POS system, traveled to Basel, CH to provide hands-on training
- Responsible for all setup and continued support for all in-store table pilot programs
- Primary point of contact for support regarding StoreForce pilot program
- Acted as primary liaison between POS Support and all levels of field management
- Responsible for all aspects of pricing/promotion and coordination with corporate planners
- Responsible for Level 3 on-call rotation which was 24/7 365 days of year
CORE Cashless IncDallas, Tx
Project Manager
01.2007 - 01.2011
Job overview
- Responsible for managing implementation of CORE Cashless Point of Sale, E-commerce, and Loyalty systems
- Successfully managed implementation and training for over 50 installations
- Provided training for executive management on all aspects of CORE system
- Responsible for driving new business via Trade shows, Cold Calls and Networking which accounted for 3rd of CORE’s business
- Worked on development and design of integrated E-commerce system for CORE product line
- Implemented over 100 successful E-commerce systems within 6-month window which generated over $180,000 in recurring annual fees within 1 year of software release
- Led software and hardware engineers with research and development to insure Operational readiness of all new releases
- Provided level 3 escalation support to assist support team on all aspects of CORE systems
- Identified plans and resources required to meet project goals and objectives
- Planned, designed, and scheduled phases for large projects
- Met project deadlines without sacrificing build quality or workplace safety
Education
Western Governors UniversityDallas, TX
Bachelor of Science from Information Technology
01.2014 - 05.2018
Skills
Project Management
Accomplishments
Certifications
- Comptia A+ ce, Comptia Network + ce, CIW Web Design Specialist Certified, CIW Web Foundations Associate Certified, MTA Window Operating System, MTA Windows Server Administration, MTA Networking Fundamentals
Skills
- New Relic, Splunk, Solarwinds, LogicMonitor, App Insights, Azure, Intercard Point of Sale, CORE Cashless Point of Sale, Micros 3700 Point of Sale Systems, Aloha point of Sale, Gateway Point of Sale, Filemaker Pro, Remote Admin, VNC, PC Anywhere, Putty, WinSCP, Merlin Phone Systems, Windows XP, Linux Centos, MAC OS, Microsoft Office, Mac Mail, Pages, Numbers, Google Apps, Quickbase Admin, 60wpm, SQL, Windows Server, SAP Point of Sale 2.0, TP.net point of sale, SAP TPS/NFM, SAP RTP, SAP BRP, SAP SVA Gift Card solution, CA DSM Explorer.
Software
Splunk
MS SQL
Power Automate
Power BI
Certification
Comptia A+ ce, Comptia Network + ce, CIW Web Design Specialist Certified, CIW Web Foundations Associate Certified, MTA Window Operating System, MTA Windows Server Administration, MTA Networking Fundamentals
Timeline
Director of Information Services
InComm Payments
01.2021 - Current
Senior Manager of IT Services
InComm Payments
01.2017 - 01.2021
Technical Systems Analyst
InComm Payments
01.2015 - 01.2017
Western Governors University
Bachelor of Science from Information Technology
01.2014 - 05.2018
Lead Point of Sale Analyst
Fossil Group
01.2011 - 01.2015
Project Manager
CORE Cashless Inc
01.2007 - 01.2011
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