702 556 6252 // john.p.martino@gmail.

com // Las Vegas, NV 89138

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____ JOHN P MARTINO ____

TECHNOLOGY & OPERATIONS EXECUTIVE

Innovation WORK EXPERIENCE

Execution
Barclays
Director (EVP) Workforce Management and
TECHNOLOGY

Telephony
Operations Site Director
Automation Henderson, NV | October 2014 – March 2018
Development of a formal workforce management capability consisting
Data Centers of contact center capacity planning, technology innovation, resource
scheduling, and MIS supporting credit card and loan operations in the
Omni Channel US. Drove omni-channel customer experience technology roadmap for
all service channels.
Entrepreneurship  Drive strategy and execution of a large scale, complex omni-
channel routing across multiple sites, lines of business and
countries (includes Mobile, Chat, Web, Social, SMS channels)
 Transform all aspects of Operations, business processes and
Technical Innovation technology.
Telephony Optimization  Work with all levels of leadership to ensure complex service
Performance Management levels are met or exceeded for partnerships in the US.
Cloud Migrations
Impact Evaluations HSBC
EXPERTISE

Entrepreneur Director (SVP) of Global Contact Strategy

Contact Strategies
Operations Optimization
Analytics
Networking
Omni Channel Strategy
Institute for Business and
Technology
Associate of Science Degree
Electrical/Mechanical
EDUCATION
Las Vegas, NV | March 2010 – September 2014
Established a global contact strategy target operating model for the
Americas. Accountable for technology, operations, governance and
execution across several countries in the Americas.
 Provide regional oversight for all contact management
channels; dialer, workforce management, inbound and digital
contact channels to ensure all established goals, KPIs and PLAs
are met.
 Develop strategies to leverage the global scale of HSBC operations and
technology.
ONE NEVADA CREDIT UNION
Director of Information Technology
Las Vegas, NV | May 2008 – March 2010

Design
Provided leadership for strategic planning and overall coordination for
Santa Clara, CA | 1990
all aspects of information technology for the Credit Union and its
subsidiaries.
College of Southern  Directed and administered all operations of the Credit Union’s
Nevada technology initiatives, staffing requirements, technology
Business Administration budgets and expense control.
General Courses towards  Accountable for all member touch points and electronic
degree (degree in progress) delivery channels; including Branch, ATM, Web/Mobile
Banking, Letter and Contact Centers.
 Built a formal business continuity program that supports
80 branch locations, ATM’s, data-centers, and
website/mobile infrastructure & contact centers.
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____ JOHN P MARTINO
TECHNOLOGY & OPERATIONS EXECUTIVE
Board Member
Las Vegas Global Economic
Alliance www.lvgea.org
Las Vegas | 2015-2018
Engaged board member on
Community
the largest business
development authority in the
state. Active in state and
federal agencies.
Donate many hours a year to
local food banks, youth
activities, and healthcare
support organizations.
English (native)
LANGUAGES
Spanish (beginner)
REFERENCES
References Available Upon
Request
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ADDITIONAL WORK EXPERIENCE
HSBC North America
Director – Enterprise Business Solutions
Tampa FL | June 2004 – May 2008
Delivered front end operations software tools for mortgage and
credit card global operations centers.
Servador (Formerly Webprint.com)
Director of Professional Services
San Mateo, CA | May 2001 – March 2004
Lead a team of professional service engineers to integrate the
Servador print procurement ERP system with F1k procurement
systems.
Impresse Corporation
Director of Professional Services
Sunnyvale, CA | Oct 1998 – May 2001
Accountable for release management and quality process of an
enterprise business to business web-based delivery system.
Adobe Systems
Member of Technical Staff
San Jose, CA | June 1992 – Oct 1998
Member of the software development and quality assurance
teams for a variety of Adobe solutions such as Acrobat, PostScript,
and online print procurement solutions.
KAGA (TAXAN) America) Electronics
Technical Product Management
San Jose, CA | June 1988 – June 1992
Product manager and technical support manager for all Taxan USA
monitors sold in the United States. New product development,
technical marketing development, and trade show management.
CAREER SYNOPSIS
Innovative visionary with a unique combination of technology expertise
and business acumen. Operations Leader, Technology Manager and
Business/Software Solutions Architect with track record of fusing
technology strategy with business demands to exceed operational,
financial and strategic goals. Extensive experience in management-level
Business Operations and IT positions, achieving success in start-up,
turnaround, and high-growth/high volume ventures.