Scott Hjermstad's Resume (Last updated February 20th 2008)

Driving Growth and Profitability through Business and IT Solutions Consulting

Innovative 14-year business and technology solutions consultant specializing in building more profitable client organizations, introducing new technology revenue streams, driving process improvements and controlling costs. Strong leader with expertise building global teams, cultivating business partnerships and coaching the next technology generation. Trusted crisis and change manager, whether enabling public access to the Red Cross during 9/11 or leading businesses through natural disasters.

Building Business Partnerships - Engineering IT Solutions - Innovating Process Improvements

Industry Successes/Acquisitions
Led multiple acquisitions from due diligence to business process and technology integration across diverse companies.Following acquisition, entrusted with all integration, synergy creation/execution and ongoing technology management:
- Global data/telecommunications solutions provider
- Delinquent account collector and purchaser
- Award-winning North American conferencing provider
- Innovative direct response call center provider
- Interactive messaging alerts developer
- Dedicated audio and web conferencing provider

Launches/Management
Twelve years of business and technology deployment and management experience for Fortune 500 companies:
- $500 million stored value package for large retail outlets
- Technology infrastructure for natural language recognition platforms
- ITIL methodology deployment across large-scale technology operations
- Platform/technology management of high volume applications
- Fourteen data centers exceeding 50,000 square feet
- International environment with 6,000 servers and 30,000 desktops
- Solutions Architect for leading IBM solutions provider

Contracts/Compliance/Leadership
Strong leader, team builder and change manager, experienced in international crisis management, contract negotiation, budgeting and technology compliance:
- Sourced labor and skills internationally for business process efficiencies
- Developed more than a dozen leaders at the director and VP levels
- Led teams through disasters/ terrorist events domestically and internationally
- Enabled public access to the Red Cross during 9/11
- Managed multi-million dollar software agreements
- Led SOX compliance initiatives across multiple acquisitions and business lines
- Oversaw budgets in excess of $50 million

For this leading IBM services provider, enable businesses to respond to opportunities and remain innovative and competitive in rapidly changing environments.

Achievements:

• As a visionary, provide customer roadmaps and cross-practice solutions to improve business processes, enhance business agility, contain costs and implement better communication strategies.
  

• As a solutions architect, apply cross-functional knowledge across technology, management, operations and finance to craft initial customer solutions proposals.
  

• As a coach and leader, work closely with the post-sales team to add depth to the solution and provide leadership in cultivating customer supportable proposals. Provide sales force support and leadership through strategizing, opportunity identification and executive level relationship development. Assist with identifying solutions and creating client proposals and presentations.
  

• As customer expectations manager, provide leadership and direction from pre-sales to solutions delivery. Manage customer expectations and satisfaction.
  

• As a solutions engineer, identify and define cross-practice solutions, including Unified Communications, ITSM/ITIL process implementation and IT optimization. Build practice content for solutions, including proposals, SOW frameworks, sales/marketing literature. Mentor and train the sales and implementation teams. Identify case studies and build reference books.
  

• As a vendor/partnership manager, grow and maintain partner relationships and ensure offerings and sponsored programs are effectively utilized (promotions, funds matching, lead generation, etc.). Identify vendor and industry certification programs and ways to differentiate Sirius as a provider.
  

• As a solutions delivery manager, act as the delivery executive and escalation point for customers and project teams, provide leadership and continuity to the delivery team. Ensure customer satisfaction while managing original commitments.

For this global leader in customer contact solutions, led high-level consulting projects focused on better enabling technology across organizations, created a high-performing shared-services IT delivery team and supported seven business units across 22 states and nine countries.

Achievements:
- Contributed $1 billion in revenue through diligence and integration services for 14 acquisitions
- Led multiple business and technology deployments for Fortune 500 companies
- Led numerous teams and client companies through international crises, contract negotiations and budgeting and technology compliance initiatives
- Implemented new business efficiencies and processes including resource utilization tracking, revenue impact and chargeback models

Director, Strategic Partnerships
Cultivated strategic customer and partner relationships. Developed new product offerings to support revenue growth. Oversaw a new concept center.

• Oversaw a new concept contact center used as an incubator for new technologies and to support internet startup opportunities.
  

• Advised and consulted with customers and identified partnership and integration opportunities in order to grow revenue.
  

• Led product development efforts for high-value internet based product offerings.
  

• Developed a home-based agent solution. Launched two of the market's largest home-based agent platforms.
  

• Developed an email marketing product supporting premier companies. Achieved a hit delivery rate of 1.2 billion emails per year.
  

Director, Internet Services and MIS
Drove internet product delivery platforms. Supported business data management. Recovered $3 million in unrealized revenue.

• Built a product delivery platform supporting outsourced functions for numerous companies and acting as a launch platform for multiple Internet startups.
  

• Salvaged a failed data warehousing effort through strong project management and direction.
  

Manager, Systems Administration and Network Operations
Created and managed a systems administration team and network operations center. Targeted and won business from Fortune 500 companies.

• Implemented change management procedures to gain control of a chaotic operational environment.
  

• Recruited and trained systems administration and network operations center teams.
  

• Deployed monitoring and management tools.

For this conferencing and enhanced voice services company, defined operational practices for new platforms, managed day to day operations and trained and supervised staff.

Achievements:

• Designed and built platform management dashboards for the network operations team.
  

• Performed root cause incident analyses and determined necessary product and process changes to guard against future failures.
  

• Guided product development teams on needed enhancements to enable customers to properly operate and manage on-premise products.