Candidates About

Richard T. Miller

Global Technology Executive n Product Engineering and operations

n  Over 20 years' experience as a global IT executive working in some of the industry's most forward-thinking arenas, providing strategic leadership, defining product development, aligning design to end-user vision, coordinating cross-functional departments, and focusing operations on a DevOps, CloudOps approach for speed, efficiency and scale.

n  Provide hands-on tactical guidance and strategic leadership to IT operations and department heads in a manner that fully supports end-user’s cultures, missions and values. Control budgets to consistently stay on track and under budget for technology spends, and ensure systems and data are in compliance with all corporate and cyber security policies.

n  Outstanding communication and interpersonal skills, with a highly approachable leadership style. Translate business, function and technical requirements across teams and stakeholders to foster cohesive vision, direction and motivation.

“…absolutely outstanding manager of technical issues and people... exceptional interpersonal skills... puts customers at ease and instills a great deal of confidence in his employees... an extraordinary talent.”

 – Mike Sutton, Vice President of Service Delivery and Support

Areas of Expertise

   n IT Operations Management & Support             n Best Practice & Performance Metrics            n Project Planning & Administration

   n End-User Vision & Technical Direction   n Technology & Product Development            n Team Leadership & Development

Professional Experience

The Advisory Board Company/Optum, Washington, D.C.

Best practice advisory firm utilizing a combination of research, technology and consulting to improve the performance of health care organizations and higher education institutions around the globe.

Interim Chief Information Officer                                                                                      2017 - Present

n  Direct Focused primarily on the activities of the company divestiture of the education business and the merger with another leading healthcare organization while continuing to run the business. Managed organizational efforts centered on increasing business flexibility and driving the capacity for continued growth.

n  Employee productivity (video conferencing, chat tools, distributed file sharing, wikis and email) including Citrix remote desktop, GoToMeeting, Box, Salesforce Chatter, Cisco Jabber, the Atlassian Suite, Workday, MS Exchange, Cisco Call Manager.

n  Business unit and corporate shared application services (HR, Legal, Finance, Contracts, Salesforce).

n  Infrastructure (global network, telephony, call center support, data centers, Amazon Web Services, firewalls, virtualization, storage).

n  Data management of all production databases (MSSQL Server, Oracle, Hadoop, MySql, PostgreSql).

n  Common product platforms (identity management, master data management, build automation tools, code repositories, API management) including Layer 7, RabbitMQ, and tools such as Puppet, Bamboo, Wiki, JIRA, Graphite, Splunk, Nagios, Pentaho, HortonWorks (HDFS).

Managing Director, IT Operations                                                                                      2014 - Present

n  Direct a team of 80 technical, business and operation specialists situated globally. Manage corporate assets and internal facing infrastructure and contribute to Software Development / Information Technology Operations (DevOps) and Cloud Operations (CloudOps) strategy and development. Executive lead for this innovative startup.

n  Support mergers and acquisitions from pre-acquisition analysis through post-acquisition integration.

n  Define enterprise service delivery, data management and implementation strategies, and manage multiple projects.

Selected Achievements

n  Contributed to the design, development and growth of this global, customer-facing technical operations organization.

n  Diversified technology options, increased business capabilities and reduced operational costs.

n  Determined partner/contract strategy for off-loading non-core IT functions.

n  Oversaw transition from a high-cost RDBMS data strategy to an open source solution (Hadoop/Spark).

AOL, Inc. / Time Warner, Dulles, VA

Global Internet services and media company generating over $28B in annual sales (2015).

Senior technical Director of Global IT Application Operations                                            2008 - 2014

n  Led a global team of professionals managing IT infrastructure for all internal applications and tools, including physical hosts, databases, Web access and application technical support (SAP, PeopleSoft, Hyperion & Security / PKI).

n  Shaped AOL’s sophisticated data warehouse (Vertica, Netezza, and Abinitio).

n  Managed all DBs and their associated teams in support of corporate operations, including consumer services such as MapQuest, Moviefone, AOL.com, AOL Mail, and Huffington Post, among others.

n  Directed corporate-wide professional development strategies, including succession planning, talent management, cost containment and development and refinement of organizational structures to achieve 100% employee retention.

Page two                                                                                     Richard T. Miller

Selected Achievements

n  Large budget responsibility ($50m+). Restructured contracts, worked with corporate sourcing team, and further reduced costs by several million by moving IT infrastructure to mature open source alternatives.

n  Introduced a “Follow the Sun” support model that increased system availability and drove down problem resolution time requirements, while significantly enhancing employee work/life balance.

Technical Director; ERP Systems, Applications Operations, Customer Care Operations      2006 - 2007

n  Directed major application operations teams with supervision of up to 40 top-tier technical professionals working in support of mission-critical systems and applications, including Advertising Systems, ERP Systems (legal, financial, and human resources), Customer Care Operations, Customer Care Tools, and Release Management.

n  Successfully controlled and managed numerous, concurrent high-end projects from concept through completion.

n  Managed Internal Computing Help Desk Operations (successfully outsourced since 2004).

Senior Technical Operations Manager: Internal Computing Help Desk Operations               2001 - 2005

n  Directed Internal Computing Help Desk Operations employing 80 personnel in multiple states, with control of a $10M+ budget: serving all of AOL, Warner Brothers, Warner Music Group, and Time Warner Corporate in Rockefeller Square.

n  Planned, staffed, trained and implemented new Network Operations Center for the Internal Computing Unit.

n  Awarded “Balanced Scorecard Initiative” (2004) and “Making a Difference” (2005) for performance and cost savings.

International Country Manager                                                                                            1999 - 2001

n  Led country management support operations for AOL Australia and Latin America (Brazil, Argentina and Mexico), including installation of core infrastructures and critical processes.

n  Directed Country Launch/Service Management Operations for AOL Brazil and AOL Argentina (90+ day projects in each country). Hired, trained and developed site management teams, designed and integrated business objectives.

n  Acted as the primary U.S. headquarters Liaison. Reviewed, analyzed and reported business performance at each site.

Manager: Operations Service Delivery                                                                                   1997 - 1999

n  Key member of team of 5 senior managers charged with oversight of production, operations and efficiency of a 1200+ person operation. Managed multiple, concurrent projects; on time, to objective and within or under budget.

n  Achieved recognition as the “Top Technical Support Site” out of 6 domestic sites.

“…empowered thought leaders... ensured everyone was working hard but smart... amount of changes, upgrades, migrations, shutdowns, and deadlines experienced by the team would have made most give up... Rick and his managers took on the challenges, applied their operational expertise, persevered, and succeeded.” – Daniel Holohan, CIO

Manager: New technologies, United Kingdom                                                                         1995 - 1997

n  Supported European Operations in coordination of customer support efforts for all new AOL services provided to the U.K., Germany, and France. Acted as Liaison between U.S. AOL and the owners/operators of the European services.

n  Initiated and managed Second Level Support Team overseeing all e-mail and real-time online chat support functions, beta and localization testing, support for English language clients, and all Member Services online production.

n  Led troubleshooting and analysis of member dial-up networks for the U.K. and Sweden. Maintained and programmed inbound customer service telephone switch for all countries.

“…probably the most outstanding team builder and manager I have ever worked for or with... one of the key people in AOL UK’s incredible success in the marketplace... very personable individual.” – Lawrence Steen, TSR RST New Tech

Education, Certification & Professional Associations

University of Virginia, Charlottesville, VA                                                                                            2012

n  Master of Science n Management of Information Technology

Enterprise Architecture; Project Management; Enterprise IT Management; Emerging Tech; Innovation & Strategic Management

American Intercontinental University, Chicago, IL                                                                             2010

n  Bachelor of Science n Information Technology

n  Associate of Science n Business Administration, graduated with honors                                      2008

n  Information Technology Infrastructure Library (ITIL) 3.0 Certified

n  Project Management Institute (PMI)

n  The Data Warehouse Institute

n  Institute for Operations Research and Management Science

Technical Expertise

Operating Systems:        Windows, Unix/Linux

Databases:                      Oracle, MS SQL, Netezza, Vertica, MySQL, Postgres

Software:                       SAP, PeopleSoft/WorkDay, Box/Dropbox, SalesForce

Development Tools:          .NET, various IDEs, Build and Deploy Systems