Jonathan Washburn

Professional Experience

KEANE INCORPORATED 1996 - 2009

Service Delivery Manager

Keane, Inc., a global provider of IT solutions with 14,000 employees based in 12 countries and annual revenue of $1B. Held various positions over 13 years which ranged from individualistic analyst/programmer to managing ~150 staff members. Responsibility escalated through the years due to recognition as an influential leader and trusted advisor. Engagements included:

McKesson Provider Technologies - Alpharetta, GA 7/2008 – 12/2008

The health care industry’s leading source of IT software

Improved the wellbeing of one of Keane’s top 5 accounts by creating and implementing cross training and successor plans. This was a Keane sponsored internally based project. It comprised of three on-shore and two off-shore locations with a staff base of >300. Provided expertise and guidance in process and performance improvement as well as management communication to internal Keane teams.

State Agency which provides services in partnership with local, state, and federal criminal justice agencies

Delivered a hardware and software ETL solution that spanned 160 law enforcement agencies. The infrastructure was based upon a Linux / Oracle platform with a SUN storage area network. The ETL programming was completed utilizing Informatica’s Power Center. Managed four concurrent teams working on multiple work streams and multiple agencies at a single time. ETL Data Extraction was certified National Information Exchange Model (NIEM) and US Department of Justice Law Enforcement Exchange Specifications (LEXS) 3.1 compliant by the Department of Justice. Improved accountability and quality of staff assignments and communication between numerous organizations.

A global leader in wholesale floorplan accounting and risk management systems and services

Assessed and implemented ITIL and CMMI best practices to substantiate that DataScan was executing at a capability level of Level 2 or greater. Created training materials and delivered training to Information Technology staff and DataScan management. Created an audit package for DataScan senior management. This package was utilized by ITSM Academy which resulted in a successful and passing audit for DataScan.

Led a team in conducting an Information Technology Operational Assessment which reviewed multiple back-office trading systems. Produced a report which contained findings (Staffing, Platform and Application) but more importantly an actionable plan (short, mid and long term) for Lehman to follow so that they could mitigate deficiencies and create an environment which will decrease risk and increase efficiency.

One of America's biggest buyers of home mortgages, chartered by Congress in 1970 to keep money flowing to mortgage lenders in support of homeownership and rental housing

Reviewed, modified and trained Freddie Mac project managers in industry Project Management best practices. Reviewed current Project Management practices and assessed them based upon industry best practices. Co-authored an ITIL based Project Management Development Lifecycle manual. Co-taught individual and group training sessions.

The world's largest independent provider of claims management and related solutions to the risk management and insurance industry, with a global network of more than 700 locations in 63 countries.

Seven-year outsourcing engagement performing total end-to-end IT support including system security access, service desk, software quality assurance, application development and support crossing multiple environments (Mainframe, AS400, Lotus Notes, EDI, .NET). Responsible for the delivery of all projects across all Business Lines. Direct reports include seven managers with an entire staff of 148 at client site. Participating member of the Executive Steering Committee.

· Responsible for delivering services that either met or exceeded SLA expectations for 6+ years. Key components were: providing timely Production support, delivering projects on time and within budget, providing accurate level 1 and 2 support to a user base of 8,000 employees and increasing customer satisfaction.

· Conceived, documented, trained, implemented, monitored and modified custom processes and procedures surrounding scope, change, and delivery of services consistent with corporate strategic direction.

· Ensured that contracted specifications were met while exceeding profit expectations

· Managed client expectations and negotiated additional services with the Chief Information Officer.

· Led, managed and implemented Engagement Planning and objective setting activities.

· Responsible for all aspects of employee relations: hiring, terminations, salary adjustments, training, reviews, rewards, individual and mass communication.

· Maintained IT application compliance with Sarbanes/Oxley and SAS70 requirements.

A diversified energy company in Western NY with 713,000 customers and consists of five business segments: Utility, Pipeline and Storage, Exploration and Production, Energy Marketing and Timber

Led an outsourcing engagement team of 20 skilled IT professionals performing applications management (implementation, support and enhancements) for the client’s PeopleSoft HRMS, PeopleSoft Financials, Mainframe, and other in-house developed legacy systems. Team responsible for creation and maintenance of interfaces between existing and newly implemented business applications. Implemented a customized Software Development Life Cycle (SDLC) for all development efforts resulting in an improved and more efficient life cycle. This enhanced both the quality of delivery and timeliness of deliverables.

Serves 872,000 electricity customers and 256,000 natural gas customers across more than 40% of upstate New York

Worked extensively with users in multiple business units providing timely solutions to system and data problems. Led teams of developers in creating and implementing business solutions. Designed and implemented company training practices and tracked individual training plans. Member of account that achieved CMM Level 3 certification. Selected by Keane’s CEO to create and lead company wide Utility vertical focus group.

The world leader in air conditioners, furnaces, hvac and central air conditioning products

Maintained and optimized legacy mainframe applications resulting in increased performance and improved client satisfaction.