Jeffrey R.

Knight
SENIOR DIRECTOR/CTO - INFORMATION TECHNOLOGY
EXECUTIVE PROFILE
Focused, driven, and experienced Information Technology leader with experience in improving operations and increasing system utilization in the media, entertainment, financial, retail and defense industries. Skilled at building global IT organizations utilizing direct and indirect reports. Seasoned IT leader with proven abilities increasing customer interactions, improving revenue streams and cash flows, speeding up transactions to enhance customer satisfaction, and guiding new technologies to improve overall usage of up-to-date platforms and systems. Known for impeccable ethics, values-based leadership and award-winning results.

LEADERSHIP INSIGHT
A hands-on IT leader, with a business focus and an entrepreneurial attitude, who believes that building a world-class technology organization requires: Understand the business as a whole and deliver services as a stand-alone business unit or consulting firm Offer advice, solutions and results that allow the business to become fast and fluid to meet customer demands Align employees and create a human capital development plan that aligns and grows with the business

EXPERTISE AND KNOWLEDGE

IT Leadership IT Systems Integration Start-Up IT Operations Call Center Infrastructure Supply Chain Alignment Multi-Partner Outsourcing eBusiness Platform Strategic Planning Internet Marketing Product Development Customer Care & Support Project/Portfolio Planning Software Design & Development Vendor Negotiations IT Continuous Improvement Agile & Scrum Methods Quality Testing & Assurance Leadership Development Talent Acquisition & Retention Mobile Platform High-Performance Organization

CAREER HIGHLIGHTS
GREEN DOT, MONROVIA, CA, 2010 - 2011 Director, Customer Care Technology
Green Dot, www.greendot.com, is the leading provider of prepaid financial services, and owns and operates the Green Dot Network, which is the largest cash reloading network in the United States. Key Accomplishments include: Initiated project to consolidate call agent systems expecting to increase customer care capacities and improve call results, with the goal of shaving 20 seconds off agent handle time. Guided, with the Marketing group, a process to allow for smaller website changes to be made off release cycles, increasing web implementation by 10%.

DIRECTV, EL SEGUNDO, CA, 1996 - 2009 Director, Information Technology

DIRECTV, www.directv.com, located in El Segundo, is the world's leading provider of digital television entertainment services. Key Accomplishments include: Created the software quality assurance process while ensuring customer facing systems were thoroughly tested prior to production launch and installation. Reduced testing cycles by half and error rates by 30%. Initiated and guided project to improve telephony costs for Customer Care Center. Saved $4 million dollars and improved customer satisfaction by 10% by consolidating separate IVR legacy functions. Conducted prototyping of mobile applications leading to a new self-care platform for servicing customers. Created a quick release cycle for small, single application changes, increasing development cycle throughput by 15%. Thousand Oaks, CA 91360 805.657.6457 Jeff@3knightsonline.com

Jeffrey R. Knight
SENIOR DIRECTOR/CTO - INFORMATION TECHNOLOGY

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DIRECTV, EL SEGUNDO, CA, 1996 2009 (CONTINUED)

Designed self-care customer service platforms, using business intelligence, to more than triple the effectiveness of telephony, online and mobile applications, growing self-care activity from 500,000 to 4,000,000 transactions per month. This included a three year effort to incorporate Natural Language onto the IVR platform, resulting in industry recognition. Implemented changes in the telephony application and infrastructure, allowing callers to be delivered to call center agents more efficiently, raising customer satisfaction by 5%, and delivering information to the agent desktop allowing for a smoother caller experience and lowering average call handle time by 5%. Led improvements to supply chain systems and utilization, and improved efficiency, while lowering costs by 20%. Acquired and integrated automated testing systems for both telephony and web-based requirement verification, allowing test execution to double and defects being reduced by 40%. Guided 3 year, multi-partner outsourcing strategy to ensure systems ran smoothly during a transitional time period, leading to no critical/major issues being reported. Drove yearlong effort to improve the customer experience on the website, including the ability to view billing statements, make payments and order movies, increasing web self-care activity by 1,000,000 transactions a year. Guided and designed improvement of workflow with outsourced development partner to continually improve the workflow, reducing overhead by 15%.

LOCKHEED MARTIN, CAMARILLO, CA, 1985 - 1996 Principle Engineer

Lockheed Martin, www.lockheedmartin.com, headquartered in Bethesda, Md., is a global security company that employs about 126,000 people worldwide and is principally engaged in the research, design, development, manufacture, integration and sustainment of advanced technology systems, products and services Key Accomplishments include: Led 30 foreign military personnel to successfully perform system acceptance testing activities over a five month period in country. Designed and led projects with Joint Air Defense testing procedures for Thailand Air Defense, Turkish Mobile Radar Complex, and Systems Development Corporation. Architected and guided four year testing effort, partnering with foreign nationals, to successfully implement strategic systems.

Previous Experience:
Med Assets, El Segundo, CA

EDUCATION
Master of Business Administration, California State Polytechnic University, Pomona, CA Bachelors of Science, Major - Computer Information Systems, California State Polytechnic University, Pomona, CA Center for Creative Leadership, Leadership Development Program

CERTIFICATIONS & AWARDS

Project Management Professional (PMP), Project Management Institute, 2011 Certified Scrum Master (CSM), Scrum Alliance, 2011 Speech Technology Magazines Speech Solution Speech Champion, 2006 DIRECTV Achievement Award, 2000 Certified Toastmaster, Toastmasters, 1996 Unisys Achievement Award for Excellence, 1993 Unisys Achievement Award, 1990 Thousand Oaks, CA 91360 805.657.6457 Jeff@3knightsonline.com