Chuck Drummond

33193 Pearl Street Millsboro, DE | Office 302-663-1133| Chuck.Drummond@KendallD-Group.com

LinkedIn www.linkedin.com/in/chuckdrummond/ Digital Profile www.ckdrummond.com

Innovative Career Executive with over 25 years’ IT/IS Ops experience, delivering creative, client-centric, value-driven solutions by taking challenges and turning them into opportunities. Most recently involved with companies focused in AI, ML, and Distributed/Hybrid Computing. Instrumental in solving the operational and financial challenges of startup, medium-sized and large Fortune 100, companies undergoing scaled growth, to rapid expansion.

Builder of world-class technology management and product development teams; with proven accomplishments in evaluating emerging technologies and state-of-the-art niche products. Data-driven passion for designing coherent enterprise architectures with business acumen and a range of technical domain expertise.

CORE COMPETENCIES

ü Software Development Lifecycle	ü Program Management	ü Project Management
ü Full Lifecycle Product Management	ü Mergers & Acquisitions	ü Launching IT business solutions
ü Capacity Management	ü Team Building and Development	ü IT Service Management & Delivery
ü Risk Management	ü Stakeholder Engagement	ü User Experience

PROFESSIONAL EXPERIENCE

Founder and Managing Partner May 2017 – Present

KendallD-Group| Millsboro, De

Provide wide range of Operational, Strategy, Financial, HR, Compliance, and Technology/IT consulting services to start up, mid, and fortune 500 companies in emerging technologies.

At times acting as an interim/acting company officer on a part-time, temporary or project basis in business and professional firms throughout the world.

Helping guide companies to avoid the pitfalls of disinformation and helping navigate their financial and operational roadmap to achieve their business goals.

Free Lance consultant, utilizing network contacts and relationships, to enter multiple venture partnerships that pool available skill sets from several resources bringing big consulting firm advantages to clients at considerable cost savings. Giving them the same technical and business knowledge previously only afforded by larger companies.

Key Achievements:

Ø Principal Contributor of three successful technology startups in the past two years showcasing ability to drive change through continual innovation, consensus, and delivery within an organization.

Ø As interim COO of VisualQ, bringing the company from conception to a $40 million valuation in 18 months.

Ø As interim COO of DTIG, helped consulting practice grow from 4 to 10 members and from $300K to $2 million in gross sales in 12 months.

Ø Embracing the advantages of the Fourth Industrial Revolution I successfully help guide my clients as they adjust to an increasing competitive World. Providing solutions to modernize their operating processes, infrastructure, and employee training programs.

Client: Digital Transformation Innovators Group (DTIG)

Key Achievements:

Ø Transitioning a consulting group that specializes in AI, ML, and programmatic automation from conception to proven client deliverables.

Ø Established weekly, monthly, and quarterly executive digest summaries, focused on keeping decision makers up to date with various projects, client relations, etc. allowing them to drive to new opportunities.

Ø Deployed successful PMO processes utilizing Azure DevOps as a one stop shop to track projects across all clients. Creating dashboards and KIP reports showing individuals', teams, and project progress to relay status to client stakeholders.

Ø Creating new on demand and historical data rendering.

Key Duties:

v Determine strategic direction of service offerings and uphold the company’s position as an upcoming star of technology consulting firms by focusing on achieving customer goals and client interaction.

v Managing customer relationships while maintaining each client’s core values.

v Help clients choose correct fixes/direction forward for complex issues with an emphasis on real-time and historical data rendering.

v Created employee handbook and security policy.

v Created an employee review rating system allowing managers to base merit on established guidelines with an easy way to track through the year. Providing visibility into overall company expectations/goals, as well as allowing for individual goals and achievements to be part of the employee overall performance.

Client VisualQ:

Key Achievements:

Ø Creating a repeatable process to speed up the venture organizations entry application process to qualify leading to acceptance into multiple programs such as nVidia, 1871, Microsoft, and winning the mHub 2020 challenge.

Ø Working alongside designers, architects, engineering, legal, marketing, and the business developing a strong business plan which lead to being granted multiple US patents and a strong valuation for a startup.

Ø Exploring multiple sales channels for our products, landing strong partnerships in several industries for product trials.

Key Duties:

v Determine strategic direction of service offerings and uphold the company’s position as an upcoming star of technology.

v Transition a development group of very creative highly technical individuals into a business minded team that can bridge the gap between technical vision and business demands for their products.

v Develop and document best in class business processes, that allow the founders to focus on their vision and growing their business while at the same time have the operations teams maintain the day-to-day functions successfully.

Operations/Business Relationship Manager Aug 2014 – June 2018

Corporation Service Company | Wilmington, De

Lead multiple programs/projects and teams, to improve productivity, efficiency, and technical advances. Spearheaded standardization across the enterprise in areas such as asset management, disaster recovery, communication, and collaboration with multiple types of technically disciplined teams and business units, while continuing to capitalize on the unique values each group brought to the organization.

Key Achievements:

Ø Microsoft licensing/asset management expert - Successfully managed business expectations through two Microsoft audits successfully negotiating a reduced out of compliance shortage of 2 million to a payment of 500k.

Ø Negotiated new EA & SCE agreements utilizing grandfathered Core & Proc calculations and successfully being able to apply to the new subscription-based licensing. Immediately creating and deploying an asset management processes (utilizing SCCM) which proved 100% effective in the next True-Up reducing over procurement by $1 million annually.

Ø Implemented and deployed a project intake and prioritization process that allowed a systematic way of intaking new work into the shared services team ensuring work was prioritized according to business needs.

Ø Implemented Change Management policy, processes and established a Root Cause Analysis (RCA) (ITIL PEAR process) program to identify and prevent future customers impacting events.

Ø Lead efforts to build proof of concept and then delivered a previously nonexistent disaster recovery infrastructure, for critical customer facing applications.

Ø Was lead communication bridge between CSC and SOC auditors. Developed processes and methods to tighten access to sensitive customer data by ensuring it was not accessible outside of controlled areas increasing our SOC rating 27%.

Ø Lead the organizations drive to O365 & Cloud Computing starting with deploying Azure Pack, migrating SharePoint from on premise to the cloud, and further utilizing other Microsoft application O365 Cloud enhancements.

Key Duties:

v Oversaw business performance for products, software and hardware purchases and research and development.

v Operated as the principal bridge for product development, customer support, operations, BU President and CFO.

v Reviewed all development projects to ensure reliability, effectiveness and ROI.

v Create and deploy, quality assurance, and implementation methodologies, processes, and teams' highly aggressive business goals.

Senior Product Manager, National Post Launch Optimize Sep 2000–Jun 2013

Comcast| Philadelphia, Pa

Starting my career as a Customer Service Executive in the call center I was well positioned to be exposed to many emerging technologies of the time. I was throughout my time with Comcast always at the cutting edge. From the release of Docsis over Cable through the deployment of their home automation/security system. I was part of multiple deployment upgrades and new product releases.

Key Achievements:

Ø Lead the organizations drive of one call resolution by creating testing and eventually deploying new tier of support. These teams sat in every call center and were more experienced at handling the more difficult customer issues. In the first 6 months after full deployment these teams helped move our first call resolution numbers to an improvement of over 60%

Ø Provided program technical leadership to SmartZone email migration, to date was the largest email migration, moving 70 million mailboxes and one billion pieces of mail from AT&T platform to Comcast owned platform with less than 1% fallout.

Ø Created and continually enhanced LOQ (Line of Question) ticketing systems providing front line agent’s standardized but dynamic trouble shooting guidelines which reduced ticket escalations by 35% first year.

Ø Built new reporting metrics to better understand trends and opportunities for growth and more efficient customer service. Used additional trending information to develop stronger trouble shooting guidelines providing local markets, skills needed to support issues at their level.

Ø Recovered over $50 million in lost revenue annually, discovering asset availability deficiency and corrected with a new asset management process.

Ø Managed multiple market cutovers to a new platform. Ensured no loss of services or revenue occurred by interfacing with internal and external organizations, support service desks, engineering, customer care, local markets, and all supporting vendors ensuring all teams on schedule with appropriate resources in place for each market cut.

Ø Correlated events across multiple subsystems to narrow down potential root causes of problems (Outage Management) communicating to cross functional teams setting appropriate level of urgency minimizing customer impact reducing outage times an average of <30 minutes

Ø Improved Video customer contact rate 90% in first 12 months by collaborating with national teams and creating end-to-end standards and training documentation for cross-functional teams. Analyzed metrics, interpreted trends, and developed ability to react to unexpected system behaviors and patterns.

Ø Analyzed data and metrics, interpreted operational trends, and appropriately reacted to unexpected system behaviors and patterns preventing customer impact occurrences and increasing system availability 40%.

Key Duties:

v Managed team of 57 Senior Support Desk Associates and 5 Senior Supervisors in dual locations in a 24x7x365 environment, overseeing top-level national customer care, supporting all lines of business.

v Built from ground up, department of 18 NOC engineers in a 24x7x365 rotating shift-based environment, overseeing National video systems from provider delivery through customer delivery.

v Managed new product operations life cycle cradle to grave; communicating needed changes and support methods to ensure minimal customer impact during product releases and upgrades.

EDUCATION

BS, information Technologies-Concentration in Networking, Peirce College, Philadelphia, Pa 2005