Keith J. Forshaw

5059 N. Kenmore Avenue, Suite #3Phone: (773)-561-0606

Chicago, Illinois 60640-3119FAX: (773)-561-6404

SENIOR DIRECTOR TECHNOLOGY OPERATIONS / BUSINESS EXECUTIVE

Interests: Global Operations, Senior Executive with International Organization

Strategic Planning / Background in Private & Public Organizations / Rapid Growth / High-Tech

Recognized throughout career for being a visionary leader leveraging in-depth knowledge of the marketplace and technology landscape to decrease costs and increase operational efficiency. Dedicated, seasoned leader with a proven track record delivering on business needs and providing results-focused solutions. Dynamic, goal oriented professional with 13+ years experience of increasing responsibility managing people, technology, and projects of varying scope. Work with executives and all levels of management to propose and implement strategic business initiatives with tactical execution. Effective communicator with proven ability to build strong professional relationships. Exceptional skills as an individual contributor, leader, and demonstrated ability to manage virtual and cross-cultural operations teams around the world.

Education

LoyolaUniversityChicago: GraduateSchool of Business

Master of Business Administration (MBA)

Concentration in management; certification in corporate ethics (2004-2009)

LoyolaUniversityChicago: School of Arts & Sciences

BA, Communications, Journalism, English Literature (1991-1996)

Professional Profile

HEWITT ASSOCIATES, INC.SEPTEMBER 1996-PRESENT

Director of Operations / Infrastructure Services (Global Technical Operations)

(Public Company; 15,001 or more employees; HEW; Management Consulting industry)

2004-2010 - Director

Experienced Operations Director assumed full responsibility for managing technology and 35 people key to Hewitt’s business initiatives including enterprise authentication services responsible for enrolling over 6 million participant employees in healthcare coverage per year, Linux as a cost reduction model, data center operations, and the production print/fulfillment business responsible for over 30 million participant employee benefit statements per year.

  • Manage a ~$7 million capital budget and ~$9 million operating budget.
  • Played key role significantly reducing costs around enterprise vendor contracts by redefining maintenance support costs which saved $2 million over 3 years.
  • Adopted strict metric guidelines to decrease system outages by 20% and measure root cause in events which resulted in annual decreases in outages from 2007-2010.
  • Increased standards and policies for team performance and accountability thus developing a highly skilled workforce and reducing poor performing employees.
  • Demonstrated ability to manage virtual and cross-cultural operations teams around the world through our off-shoring model, developing and increasing talent in India.
  • Manage operational costs to improve systems stability, manageability, and availability of core infrastructure systems.
  • Responsible for the execution and success of managing short and long-term corporate projects such as outsourcing to a managed print service, redefining Hewitt’s production print environment with in-line color to represent Hewitt’s new corporate identity, and migration of over 300 servers worldwide to Linux.

2000-2004 – Unit/Departmental Manager

Unit/Department Manager influential in Hewitt’s new IT transformation initiative. Developed performance measurement and support of a new metrics analysis tool moving the organization from a utility/cost center to more of a value creation model. Moved many decentralized systems such as file/print and data storage to a centralized model. Managed 14 people to redevelop core infrastructure systems to drive business growth and improvement. During this time, Hewitt went public in 2002 and was responsible for the implementation of compliance and transformation projects such as security around personally identifiable information, developing a service request process for customers to request services from IT, and aligning with our business sectors to deliver on initiatives that drive revenue.

  • Managed the team to implement enterprise directory identity management technology across the entire company of ~35,000 employees and/or contractors. Overall reduced IT costs, increased user productivity, and reduced or removed security exposures.
  • Implemented a scaleable environment using LDAP to allow internal and external applications to authenticate users. This resulted in Hewitt’s Consulting Practice to be able to sell real-time compensation surveys to clients which is a multi-million dollar revenue stream for the company.
  • Implemented rigorous resource planning standards (ERP) to ensure 85% resource utilization and <7% allocation.
  • Leveraged a 3rd party partnership to reduce premium service by 50%.
  • Implemented the first audit tool to document over 7 million enterprise directory transactions per day.
  • Support of SLAs at 99.5% with point-in-time service recovery.

1998-2000 – Network Administrator/Team Lead

Network Administrator acting as a co-manager or “team lead” managing the line of business and vendor relationship for the delivery of technology infrastructure for file/print, internal authentication services, network LAN administration, desktop applications, reporting infrastructure, technology planning, project delivery, budgeting, and associate development.

  • Monitoring systems all over the world and creating metrics.
  • Traveled to North American, European, and South American offices to open them and implement server technology to support their business initiatives.
  • Developed strong associate relationships globally and created business relationships with Hewitt’s vendors worldwide.
  • Part of the core team to implement strong change management standards.
  • Maintained technical documentation and planned for future technology enhancements.
  • Strong emphasis on leadership, project management, process and evaluation.

1996-1998 – Workgroup System Administrator

Hired as a Workgroup System Administrator to work with Hewitt’s Total Business Administration (TBA) client teams in a call-center environment to administer their proprietary systems customized to their client’s needs.

  • Used cross-functional approaches to problem-solving by involving multiple teams or business units to propose solutions to business problems. This resulted in better standards ensuring uniform data collection and data housing using standard naming conventions influential in security policy.
  • Project team lead and pilot user of the desktop migration from IBM OS/2 to Windows XP. This desktop OS upgrade resulted in the complete upgrade of all of Hewitt’s core applications.

Previous Experience

Lanier Worldwide, Inc. (Western Region)February 1995-August 1996

Customer Support Analyst (part-time during school)

  • Provided software support for medical applications using Lanier digital dictation systems and medical transcription networks.
  • Provided client training to doctors, medical record directors, system administrators, and transcriptionists on the Lanier systems.
  • Customized proprietary software to the customer’s unique application.
  • Supported all of the system accounts in the state of Arizona.

AT&T Global Information Solutions

NCR Corporation February 1993-August 1994

Computer Systems Support Analyst(part-time during school)

  • Provided toll-free technical support for customers of AT&T personal computers, business servers, and point-of-sale equipment.
  • Created & taught internal training classes for System Analystsand maintained the computers in the SupportCenter.