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DOUGLAS J. MORRISON 159 Smithey Drive ▪ Moravian Falls, North Carolina 28654

Cell: 336-447-0324 ▪ Doug.Morrison@charter.net

VALUE OFFERED AS AN IT MANAGER

Providing technology vision and leadership to solve problems and enhance organizational initiatives. Building and mentoring technical teams that are focused on improving operational performance. Translating business goals into tactical plans to reduce cost, mitigate risk and streamline processes. Collaborating with technology teams, stakeholders and leadership to ensure system implementation.

PROFESSIONAL EXPERIENCE WITH INDICATORS OF ROI & PROCESS IMPROVEMENT:

LOWE’S COMPANIES INC. – Mooresville & Wilkesboro, N.C. 1995-2015 Senior Support Manager (2014-2015) Manager, Support Operations (2012-2014)

Directed the Service Request team within the IT Service Desk (ITSD) operation to ensure access of needed systems by company employees to perform mission-critical functions. Service Request Team manages access of systems, password resets and other functions to support operations. Supervise 27 associates across 2 teams, Security Administration and Password Management, (2 direct reports), including team training and development, resource and expense allocation ($4.5+ million vendor/contractor budget) and vendor relationships to meet metrics for all projects. Total accountability for compliance in all Sarbanes-Oxley and PCI 3.0 standards and guidelines.

Selected by ITSD Director to manage implementation of Clarity PPM, a time and resource tracking tool, within the ITSD. Collaborated with program planning team and stakeholders to ensure labor-cost control objectives (175 project resources). Oversaw training of associates and leadership. Result: Met project objectives for training and on-time completion.

Championed initiative to introduce new incident-management tool (Remedy 8.1). Partnered with team members to drive this change, including tool selection, development of implementation process and establishing critical-path standards. Identified knowledge needed by team members and facilitated training to close gap. Result: Project is ongoing—now 85% complete—and is being re-funded.

Led integration of provisioning team within ITSD organization—an executive order initiative. Worked closely with internal audit and IT compliance to improve controls and processes, and ensure SOX and PCI 3.0 compliance. Result: Eliminated noncompliant requests and streamlined provisioning process. Service-level agreement timelines were reduced from 3 days to 1 day (85% of the time).

Controlled project statement of work (PSOW) to minimize labor cost (all projects). Result: Met $4.5 million vendor/contractor budget guidelines; expenses: $4.2 million or 6.6% below budget (FY 2014).

Trained, mentored and coached 2 Support Managers to work autonomously and make critical decisions. Promoted Lead Support Analyst to Support Manager. Result: Facilitated their professional growth and provided each with leadership training, while leading by example.

Lead Support Analyst (2007-2012) Served as team leader for ITSD. Led 20 associates in providing IT support to all stores companywide.

Created support model for PSE Specialists and field personnel. Result: Team was imbued with needed technology to work from customer homes. Model included IT equipment allocation and training in use—and provided impetus to drive sales.

Senior Support Analyst (2004-2007) Support Analyst (2002-2004)

EDUCATION:

B.S., Management Information Systems, (GPA: 3.76), Pennsylvania State University, Harrisburg, Pa., 2001 CERTIFICATIONS: ITIL v3 Certification; Knowledge Centered Support (KCS) Certification