CRAIG M. WHITE1902 DUNWICK CT APEX , NC 27523

(919) 948-8797 - C6WHITES@GMAIL .COM HTTPS :/ /WWW .LINKEDIN .COM / IN /CRAIGMWHITE

INFORMATION TECHNOLOGY EXECUTIVE

Results-oriented senior manager with strong business acumen offering 20+ years of broad IT experience implementing technical solutions aligned with business strategy while optimizing ROI.

Proven leader of global teams with extensive experience in managed services and a track record for successful outsourcing, offshoring, transition and transformation across all Infrastructure domains.

PROFESSIONAL EXPERIENCE

HCL AMERICA — Cary, NC— Sept, 2013 to PresentDeputy General Manager / Service Delivery Manager Client: Toyota Financial Services, Feb, 2016 to PresentKey Achievements: Contract Renewal: Took on a troubled account in jeopardy of non-renewal due to poor

performance and bad client relationship. Implemented service improvements and built client relationship in 4 months and secured the renewal.

Staff and Client Relationship Building: Salvaged the client relationship through transparency and accountability while demonstrating effective action to improve performance. Rebuilt a fractured and disengaged team suffering attrition and personnel problems into a thriving, high-performing team through trust and advocacy.

SLA Performance: Achieved 90 day turnaround from repeated SLA breaches to outperforming all SLA’s and establishing more aggressive KPI’s to set the bar higher.

Client: TIAA-Cref, Sept, 2013 to Jan, 2016Key Achievements: Revenue and Profitability Increases: Won new business for account to grow it from

less than $1M to over $13M aggregate contract value in 18 months. Slashed labor costs and drove sharp increase in profitability with a 200% increase in profit margin.

Seamless Outsourcing: Accomplished knowledge transfer and transition of services from in-house IT to multi-tenant service provider model while maintaining operational stability and improving run book and SOP documentation and metrics.

Outstanding SLA Performance: Achieved 100% success rate on contractual SLA’s 21 consecutive months, while improving reporting metrics and defining KPI’s.

Continuous Improvement Programs: Drove multiple CIP’s leveraging Lean and Six Sigma methodologies to eliminate human error and standardize best practices.

Value-Added Automation and Innovation: Empowered grass-roots development of technical and process improvements which achieved operational efficiencies by reducing cycle times and manual effort.

COMPUTER SCIENCES CORPORATION(CSC) (2010 to 2013) Retained by CSC when they contracted services with Farmers Insurance in 2010.Service Delivery ManagerProvided IT Infrastructure services to Farmers’ Claims Business Unit

Driving cost-effective

technology solutions with

uncompromising quality and innovation.

CORE COMPETANCIES

Customer Relationship

Management

Problem-Solving

Communications

People Management

Process Improvement

SLA Management

Managing Global Teams

ITIL Process Implementation

Transformational Programs

LEAN

Six Sigma

Program Management

RÉSUMÉ, PAGE 2

CRAIG M. WHITE(919) 948-8797 C6WHITES@GMAIL .COM

(CSC Continued)Key Achievements: Promoted to Service Delivery Manager where I built a strong client relationship and

established a spirit of partnership.

Improved Service Level performance: Eliminated contractual penalties due to breach of SLA’s related to outages and established operational stability.

Successful Offshore Migration: Successfully led teams through significant organizational changes and evolved from 100% onsite to an 80% offshore model while maintaining quality of service and customer satisfaction

Director of ITIL Shared ServicesKey Achievements: Process Engineering: Spear-headed integration and adoption of ITSM tools and

processes (Incident, Problem, Change, Release, Knowledge, Availability and Configuration Management) to ITIL-aligned best practices

Team-building through Organizational Change: Consolidated and streamlined disparate teams that had worked in silos by B.U., to increase scope and quality of service while maintaining high employee morale with no attrition.

Executing with Excellence: Enhanced performance of the Critical Incident Management process such that it was adopted by the Disaster Recovery team as well.

FARMERS INSURANCE GROUP (2000 to 2010) — Oklahoma City, OK Manager, Incident and Problem Management (2007 to 2010)Team Leader, Incident and Problem Management (2005 to 2007) Developer/Administrator-ITSM Applications (2001 to 2006)Datacenter Operations and Desktop Support (2000 to 2001) Key Achievements: Promoted to Manager: Implemented Continual Service Improvement(CIP)

program resulting in a 400% improvement in process cycle time

Inter-departmental advancement: Demonstrated strong problem solving skills leading service restoration teams to reduce the Mean-Time-To-Repair (MTTR)

Inter-departmental advancement: Successfully deployed two Enterprise ITSM tools contributing as both project manager and administrator

ROBERT HALF INTERNATIONAL CONSULTING (1998 to 2000)Desktop Support ConsultantProvided L2 Helpdesk and Desktop Support to various Clients with 500+ employees, including Kerr-McGee, MidFirst Bank, ESP, Inc Key Achievements: Implemented Y2K readiness upgrades across numerous sites for large Bank

Coordinated and executed multiple office moves on-time and with no damage.

SOLUTIONEERING, INC (1998 to 2000) – Dallas, TXMIS Supervisor/Network AdministratorSupported hardware, software, network and IT support services

EDUCATION

SOUTHERN NAZARENE

UNIVERSITY Bethany, OK

BS in Business Management

Summa Cum Laude

TRAINING AND CERTIFICATIONS

ITIL v.3 IT Infrastructure

Library Foundations

Six SigmaYellow Belt + LEAN

A+ Hardware Certification

for Telecommunications company with 100+ employees

*Additional work history Available Upon Request