![JOSEPH W. DIXON, JR. INFORMATIONTECHNOLOGYBUSINESS EXECUTIVE
508-561-1547 joe_12141@yahoo.com Lynnfield, MA https://www.linkedin.com/in/josephdixon
Seasoned IT Operations leader with over 25 years of experience leading company transformations and growth to
optimize business and IT performance. Solid track record of directing global expansion efforts, enhancing efficiencies,
and growth of over $200M and cost reductions of over $40M. Hands-on senior manager with demonstrated aptitude
for inspiring team cohesion to exceed organizational expectations. Subject matter expert with retail stores, medical
clinics and supply chain. Effective communicator with strong relationship building skills.
Areas of Expertise include:
Information Security Transition Planning P&L Revenue & Profit Growth
Global Service Operations Relationship Building Project Management
Problem Resolution
Hardware & Software Upgrades
Staff Training & Leadership
Strategic Planning & Forecasting
Global Supply Chain
End-User Service
EXPERIENCE & NOTABLE CONTRIBUTIONS
FRESENIUS MEDICAL CARE NORTH AMERICA Lexington, MA Nov 2014 Feb 2016
A North American Call Center and IT service management operations group - 74 resources and $6M budget.
DIRECTOR PRODUCTION SUPPORT SERVICES
Performed a variety of leadership roles including, call center manager, ITSM Leader, Project Manager BMC-Remedy
Upgrade to v8.1 from v 7.6.4., Security Provisioning, Office365 implementation and customer satisfaction program
head. Assemble and lead cross-functional teamsunder a matrix management structure to address and resolve complex
clinic problems. Integrated care interfaces including Cerner for Patient Care applications, TCP/IP network protocols,
and ICD 10 standards.
KEY ACCOMPLISHMENTS:
Managed and coordinated incident, problem, and change control program covering all production computer
environments including policies, procedures, and tracking/auditing systems
Certified in ITIL v3.0 with service operations experience
Leveraged certification in IT Infrastructure Library (ITIL) process methodologies to improve operations
SHIRE PHARMACEUTICALS Lexington, MA Mar 2014 Sept 2014
Global $6.4B pharmaceutical firm, responsible for over 2000 end-users.
[CONTRACT] SITE DELIVERY MANAGER
Spearheaded the companystransition from WindowsXP to Windows 7 operating systems. Transitioned over 2000 end
users at all levels in Lexington, MA location. Provided support for mission critical tools and software environments
including LIMS and testing applications. Oversaw end-user desktop assets, hardware and software updates.
Implemented Software Configuration Manager from Microsoft Asset Management utilizing SCCM 2012-R2
Provided site leadership for planned and unplanned events including customer care, technical, and administrative
resources
Ensured compliance with all regulatory, security, HIPPA, and PCI requirements
EMC Hopkinton, MA Mar 2013 Sept 2013
Global $24.5B computer data storage company.
[CONTRACT] DIRECTOR SAP VENDOR MANAGEMENT OFFICE
Managed major systems integration, sub-contract vendors, and program related expense savings. Thrived in a highly
dynamic, collaborative environment.
KEY ACCOMPLISHMENTS:
Drove ERP process and information improvements through analytics including Kaizen, and Agile
Delivered on-time software program releases through SOW / PO workflow execution.
Implemented Gain Share / Risk Share contract model](https://image.slidesharecdn.com/joseph-dixon-resumeupdated-160419195754/85/Joseph-dixon-resume-updated-1-320.jpg)
Joseph dixon-resume updated
- 1. JOSEPH W. DIXON, JR. INFORMATIONTECHNOLOGYBUSINESS EXECUTIVE 508-561-1547 joe_12141@yahoo.com Lynnfield, MA https://www.linkedin.com/in/josephdixon Seasoned IT Operations leader with over 25 years of experience leading company transformations and growth to optimize business and IT performance. Solid track record of directing global expansion efforts, enhancing efficiencies, and growth of over $200M and cost reductions of over $40M. Hands-on senior manager with demonstrated aptitude for inspiring team cohesion to exceed organizational expectations. Subject matter expert with retail stores, medical clinics and supply chain. Effective communicator with strong relationship building skills. Areas of Expertise include: Information Security Transition Planning P&L Revenue & Profit Growth Global Service Operations Relationship Building Project Management Problem Resolution Hardware & Software Upgrades Staff Training & Leadership Strategic Planning & Forecasting Global Supply Chain End-User Service EXPERIENCE & NOTABLE CONTRIBUTIONS FRESENIUS MEDICAL CARE NORTH AMERICA Lexington, MA Nov 2014 Feb 2016 A North American Call Center and IT service management operations group - 74 resources and $6M budget. DIRECTOR PRODUCTION SUPPORT SERVICES Performed a variety of leadership roles including, call center manager, ITSM Leader, Project Manager BMC-Remedy Upgrade to v8.1 from v 7.6.4., Security Provisioning, Office365 implementation and customer satisfaction program head. Assemble and lead cross-functional teamsunder a matrix management structure to address and resolve complex clinic problems. Integrated care interfaces including Cerner for Patient Care applications, TCP/IP network protocols, and ICD 10 standards. KEY ACCOMPLISHMENTS: Managed and coordinated incident, problem, and change control program covering all production computer environments including policies, procedures, and tracking/auditing systems Certified in ITIL v3.0 with service operations experience Leveraged certification in IT Infrastructure Library (ITIL) process methodologies to improve operations SHIRE PHARMACEUTICALS Lexington, MA Mar 2014 Sept 2014 Global $6.4B pharmaceutical firm, responsible for over 2000 end-users. [CONTRACT] SITE DELIVERY MANAGER Spearheaded the companystransition from WindowsXP to Windows 7 operating systems. Transitioned over 2000 end users at all levels in Lexington, MA location. Provided support for mission critical tools and software environments including LIMS and testing applications. Oversaw end-user desktop assets, hardware and software updates. Implemented Software Configuration Manager from Microsoft Asset Management utilizing SCCM 2012-R2 Provided site leadership for planned and unplanned events including customer care, technical, and administrative resources Ensured compliance with all regulatory, security, HIPPA, and PCI requirements EMC Hopkinton, MA Mar 2013 Sept 2013 Global $24.5B computer data storage company. [CONTRACT] DIRECTOR SAP VENDOR MANAGEMENT OFFICE Managed major systems integration, sub-contract vendors, and program related expense savings. Thrived in a highly dynamic, collaborative environment. KEY ACCOMPLISHMENTS: Drove ERP process and information improvements through analytics including Kaizen, and Agile Delivered on-time software program releases through SOW / PO workflow execution. Implemented Gain Share / Risk Share contract model
- 2. JosephDixon STAPLES, INC Framingham, MA Sept 2006 Oct 2012 Global $25B retail chain store and office products contract business supplier with over 2,780 locations worldwide SENIOR IT DIRECTOR GLOBAL SERVICE OPERATIONS Led global IT service operations support and Networks Operations Center (NOC) serviced from four main countries. Managed a $21M budget and 180 reports worldwide. Oversaw global IT services process. Led major change management initiatives to improve IT platform, network operations incident resolution, desktop management, and global support. Directed 24/7 operations of global infrastructure support including desktop support, distribution / fulfillment center IT systems. KEY ACCOMPLISHMENTS: Delivered IT service management IT infrastructure library and service level management Transitioned global services operations from in-house service management processmodel usingRemedy to Service Now a cloud-based SaaS service Delivered $19M in hardware, software, and licensing cost reductions Lowered end-of-life TCO costs by 5x Teamed to achieve $15M in annual labor savings Repaired relationship between IT and business operations resulting in stabilized network systems and the elimination of sporadic failures Implemented process excellence tools including Lean Six Sigma, Lean Value Stream Map, MDM, and BYOD Built cross-functional global supply chain stability team with 212 infrastructure upgrade projects at 163 global sites Saved $500K annually by centralizing RF device maintenance Recognized with three consecutive NAD Teamcare Results awards (2007-2009) Led Security problem reporting, Provisioning Process, Problem Management and Continuous Improvement ADDITIONAL EXPERIENCE CADENCE DESIGNSYSTEMS INC, SANJOSE, CA GROUP DIRECTOR/DIRECTOR OF SECURITY/GLOBAL IT OPERATIONS 1996 2006 HEWLETT PACKARD , SANTA CLARA, CA/LITTLETON, MA CUSTOMER SERVICESMANAGER/NEW PRODUCTS PLANNING 1987 2006 WANG LABORATORIES , LOWELL, MA MATERIALS MANAGER/SENIOR MANUFACTURING SYSTEMSANALYST 1984 1987 AVCO SYSTEMS DIVISION, WILMINGTON, MA MATERIALS PLANNING/SECTIONCHIEF/ELECTRONIC MISSILE SYSTEMS 1980 1984 EDUCATION & TRAINING Executive Certificate in Technology, Operations, & Value Chain Management MIT SLOAN SCHOOL OF MANAGEMENT | Cambridge, MA Master of Business Administration Candidate (degree not achieved) NORTHEASTERN UNIVERSITY | Boston, MA Master of Education ANTIOCH UNIVERSITY | Yellow Springs, OH Bachelor of Arts BRIDGEWATER STATE UNIVERSITY | Bridgewater, MA PROFESSIONAL ASSOCIATIONS American Production Inventory Control Society (APICS) MRPII IT Infrastructure Library (ITIL) V3 Foundations Certification 2011 Safety & Security Professionals of America Secret Security Clearance (Inactive) US Citizen