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Sally Smith 678 Elm St. Akron, OH 56748 216-678-0987 ss5e3906@westpost.

net SENIOR INFORMATION TECHNOLOGY MANAGER Focused on delivering an IT strategy that produces operational excellence and in novation for a business using systems and people to create and gain a competitiv e advantage. SELECTED ACCOMPLISHMENTS * Outsourced Maintenance Programming to India ($200K to $800K Savings) * Implemented the Capability Maturity Model (CMM) * Delivered a CRM system to direct sales call centers * Ensured system capacity for the 1999 Super Bowl advertising campaign * Produced the 1st interactive comparison Auto insurance quoting application on the internet PROFESSIONAL EXPERIENCE Progressive Casualty Insurance Corporation, Mayfield Village, Ohio 1987 to 2001 4th largest Auto Insurance Company in the country with $6.8 Billion in annual re venues. IT Director - Commercial Vehicle (CV) Division 2000 - 2001 Responsible for systems and information management supporting the $600 Million C V business through a $7 million IT budget and a staff of 60. * Created a five-year system strategy to evolve the legacy sales and service app lications into client server architecture with an Internet interface for interna l and external customers. This vision was designed to support a $1.5 Billion bu siness. * Implemented the Software Engineering Institutes (SEI) Capability Maturity Mode l (CMM) and moved the group from CMM Level I to CMM Level II. * Outsourced legacy systems maintenance to an offshore vendor. Expected annual s aving of $200 to $800 thousand per year. * Delivered the Windows version of our proprietary software to 10,000+ independe nt agents. * Designed the first commercial vehicle web application for interactive quoting. * Created a disaster recovery process that is the model for all Progressive appl ications. * Published articles in Insurance and Technology magazine and Craine's Cleveland magazine on the use of offshore vendors for maintenance programming. IT Director - Strategic Alliance (SA) Division 1999 Responsible for new account acquisition and systems integration activity between Progressive and its Strategic Alliances. Managed a $3+ Million IT budget for a $350 Million business. * Standardized the technical request for proposals for our strategic alliance pr ospects. * Delivered the first computer telephony integration (CTI) process between Progr essive and its partners to do intelligent call transfers. Reduced call times by 30 to 60 seconds. * Implemented a process for installing a direct circuit between Progressive and its partners. This resulted in a 40% saving in data transmission costs. * Created the initial design for an Internet comparative rating system between c arriers to be hosted by Wingspan Bank.COM. IT Director - Direct Business Unit (AutoPro) 1996 - 1998 Responsible for the systems support in five call centers nationwide. Managed a

staff of 75 with an $8+ Million budget. * Managed the project to increase system capacity company wide in preparation fo r Progressive's $10 Million direct marketing campaign that sponsored the 1999 Su per Bowl. * Developed a $12 million customer relationship management system for five call centers. * Speaker at several major call center conferences on the use of technology in t he call center. * Rolled out an NT infrastructure to all five call centers in a six-month perio d. * Enabled computer telephony integration (CTI) in the call centers. * Built five call centers that allowed the business to grow from $25 Million to $450 Million in a three-year period. * Delivered the first interactive comparison quoting application on the Internet . * Implemented Progressive's Intranet application that enhanced communication and enabled employee self-service for 20+ thousand Progressive people. Programming Manager - Agent Sales (ProRater) 1994 - 1995 Responsible for Progressive's proprietary rating software that is distributed to 35+ thousand independent insurance agents. Managed a staff of 20 with a $2+ Mi llion budget. * Implemented a process to reduce the number of rating disk remails by 50%. * Delivered "site variable" functionality that allowed the automatic switching ( on/off) of business rules to respond to agent behavior and/or market conditions. * Created the interface between Progressive's proprietary software and comparati ve rating vendors. Programmer - Financial Systems and Claims 1987 - 1993 * Delivered a new financial reporting database and system. Led an implementatio n team of seven. * Delivered the training system to support the roll out of an $85 Million claims system. Babcock & Wilcox Naval Nuclear Fuel Division 1984 - 1987 Defense contractor for the nuclear navy. Programmer - Quality Assurance * Automated shop floor data capture for statistical process control. EDUCATION Masters of Administration in Industrial management. Lynchburg College, Lynchburg, Va. - 1987 Bachelors of Science, Mathematical Studies (Operations Research, Computer Science, and Applied Math) The Pennsylvania State University, Erie, PA. 1984