1. Michael Whalen
mwhalen@q.com Cell: 720.318.6401
Qualification
Information Technology and Business Operations professional with over 20 years of executive
and senior management experience.
Skills
Strategic Planning & Implementation Vendor Management
Financial: P&L, Budgeting & Forecasting Business Process Reengineering
Business and Technical Assessment Project Management
Sales Engineering and Account Management Change Management
Customer Relationship Management Product Solutions Customer Service and Contact Centers
Knowledge Management Tools Voice and Data Networks
Business Intelligence & Analytics Public Speaking
Systems Architecture Planning Executive Board Presentations
Enterprise Resource Planning deployment Siebel CRM deployment
Experience
Ricoh Production Print Solutions | Boulder, Colorado
Vice President and Chief Information Officer,May 2007– December 2012
RPPS is a division of Ricoh Corporation forthe purpose of manufacturing industrial high speed printing
devices and the development of print management software. RPPS is a global company operating in
thirty-five countries. My responsibilities include: day to day management of all aspects of technology
operations, networking, telecommunication, in support of global business operations.
Key Contributions:
Successful deployment of a Global Oracle ERP instance servicing the business in thirty-two countries
around the world using a single system implementation.
Responsible for the RPPS/IBM engagement for the design, development, and deployment of Oracle
ERP, Siebel CRM, and all infrastructure related elements necessary to successfully transition RPPS
from IBM legacy systems and applications consisting of over 200 onshore and offshore developers.
Re-engineered the existing IBM sales and lead management systems onto Siebel software. This had
dramatically improved visibility into leads, opportunities, and sales pipeline reporting.
Relocated 95 offices worldwide.
Managed the deployment of a new global network with data centers in Japan, Argentina, London,
and the United States.
Managed the deployment of a new Corporate IT Infrastructure architecture including a global VoIP
deployment.
Managed outsourced services with IBM; negotiate, review, and manage service level contractual
agreements.

2. Michael Whalen
Percepta | Englewood, Colorado
Director, Information Technology, Applications and Infrastructure,July 2001 – May 2007
Percepta is a joint venture between Teletech Holdings and Ford Automotive for the purpose of managing
Customer Relationship Management solutions for Ford. Percepta currently operates seven CRM centers
around the world on behalf of Ford. My responsibilities include: day to day management of operations
support for CRM applications, program launch for new applications, technical sales support, systems
architecture planning, database administration, data center infrastructure, desktop systems, and vendor
management.
Key Contributions:
Developed a data warehouse strategy to replace all operational reports into a centralized reporting
portal that includes departmental functional reports and management digital dashboard views.
Led the transition to a Siebel CRM solution for the Toronto Canada Concern Resolution Center
consisting of 500 end users. Responsible for budget, project timeline, resource allocation, user
acceptance testing, and conversion planning.
Instrumental in the selection of marketing application tools that integrated with existing hardware
platforms to allow speed to market solutions for Ford Marketing programs.
Managed the business case development and return on investment strategy of Voice Recognition
solutions to cut costs and drive call-handling efficiencies into the call center.
Drove the improvement of the sales-to-implementation process to ensure customer expectations were
developed and systems functionality delivered to meet with expectations. Improved on the systems
delivery documentation in order to speed up the delivery cycle for CRM solutions.
J.D. Edwards | Denver, Colorado
Director Information Technology Architecture,January2000 – June2001
J.D. Edwards (acquired by PeopleSoft) is an Enterprise Resource Planning software company. Reporting
to the CIO, my responsibilities included: identifying technology related gaps for internal systems used for
back office processes within J.D. Edwards, documentation of existing architecture, and proposing
strategic direction related to hardware, software, and telephony products.
Key Contributions:
Managed the redesign of the technology infrastructure documentation process to better represent
functional areas and responsibilities.
Managed the technology gap analysis to determine outdated or expiring technologies and future
replacements.
Managed the implementation of an IT Architecture web site as a reference tool for systems
engineers.
Developed position papers on m-commerce, wireless email, Infiniband networking fabric, multi-
gigabit Ethernets, Storage Area Network, and Bluetooth technologies.
Participated and presented at a benchmarking forum with Fortune 500 companies to establish
best practice measurements and technology improvements opportunities.
Managed the Microsoft partner program architecture efforts. Worked with Microsoft consultants
to determine strategic direction and how the company might benefit from new product releases.

3. Michael Whalen
United Membership Marketing Group | Lakewood, Colorado
Chief Operating Officer,November1998 – December1999
UMMG was a financial services company providing education services to credit challenged consumers.
UMMG is no longer in business. Reporting to the President, my responsibilities included: management
of all activities related to customer service and support, telecommunications, wide area networking,
vendor selection and management, shipping and receiving, general office operations, and executive
participation.
Key Contributions:
Managed the day-to-day customer service operations of a 300 seat call center.
Negotiated an outsource contract with an external customer service organization that allowed the
company to more than triple the call volume capacity monthly. Realized a savings of
approximately $200K a month over a build-out in house solution.
Contracted a shipping fulfillment operation that saved the company approximately $16K
monthly over existing bulk mail rates.
Expanded the collections programs to service leverage opportunities for United Credit National
Bank providing over $1.6 MM in additional revenue annually.
Managed the development and implementation of a pre-screening system to offer credit card
services to people with the appropriate qualifications using IVR technology. Savings in excess of
$250K monthly were realized over the existing vendor operations.
Negotiated new telecom contracts saving the company $350K in upfront costs and over $30K in
monthly telephony charges.
Established service metrics, customer policy, and performance metrics for customer service
personnel.
Education
University of Denver, Denver Colorado
2006 Executive MBA
Metropolitan State College of Denver, Denver Colorado
1985 B.S. Computer Science