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Profile

Summary


If you've read through this website, you might have concluded that the entire site is really my resume. You would be correct in that conclusion. From my experience, the more you know about people the better hiring decision you make. This is one reason most good opportunities are found through our personal network. I'm not looking for a new job at the moment, but I'm available for a variety of consulting gigs. You can contact me direct, or if you prefer to work through a third party I also do work through Gerson Lehrman Group .

Scott is a senior executive with Fortune 100 and Big 4 experience and an entrepreneurial attitude. He is a professional with a unique technical, operational, marketing and financial background that has held senior management positions that cover all aspects of business: accounting and finance, sales and marketing, technical and operations. He has dealt with the most difficult situations and turned them into positive opportunities. A few of his strengths include:

Sales and Leadership

   

Technical Skills

  • Good customer presence and ability to close deals
  • Excellent writer and public speaker
  • Business turnaround experience
  • Business development and exit strategy experience
  • Large account management experience
 
  • CPA (1984) and Certified Information Systems Auditor (1986)
  • Enterprise software design, software QA, and IT management experience
  • Eight years of Big 4 auditing and consulting experience
  • Pioneer within the eCommerce and Web industry
  • Extensive project management experience

Achievements

  • Founded two startup companies and managed them through rough capital markets and tough business cycles.
  • Secured $1 million in equity and debt investment for start-up during tough economic times
  • Sold $1 million in professional services within first 18 months of startup.
  • Designed and architected a cutting edge eCRM application (iService CRM).
  • Recognized as industry expert within the CRM and contact center management industry.
  • Negotiated over $100 million in client contracts with companies including Nextel, VoiceStream, Western Wireless, Zurich Insurance, and others.
  • Designed and executed marketing strategies for companies in a variety of industries that yielded dramatic improvements in customer contacts and sales.
  • Recieved business development gold meda from EY
  • Key member of senior management team that grew a software division of CSC from 8 million in revenue to 100 million over 6 years

 

Work Experience


One-to-One Service.com, Inc., Champaign, IL

www.1to1Service.com

Founder and President, Feb 1999 to Present

One-to-One Service.com is a leading provider of online customer service and marketing software (iService®) that is easy to implement and even easier to use. iService routes and manages customer inquiries, connects agents with website visitors via live chat, captures a complete history of every customer interaction, provides a powerful self-help web site, and includes integrated email marketing capabilities (iCentives®). iService is available as an on-demand or on-premise solution delivered using a Software as a Service (SaaS) model and can be easily integrated with your existing web site.

Founded eCRM software company and developed it into a company with +$1million in revenue within 18 months. Responsible for all aspects of the organization from product development through sales and marketing.

  • Raised approximately $1 million in several rounds of financing during poor capital markets (Debt and equity).
  • Sold nearly $2 million of professional services and outsourcing during two down years in the IT industry (2000 and 2001).
  • Developed channel partner program and secured multiple channel partners that contributed to over 50% of new business development.
  • Designed and architected a product line of customer interaction solutions that is competitive with industry leading products.
  • Designed and implemented marketing strategies for clients that yielded substantial improvements in customer interactions.

The Bottom Line – Developed this company from a concept to a fully operational outsourcing and software development organization. Kept the company alive and protected shareholder investment during a time when most people were throwing in the towel.

IT Compliance Experts, Champaign, IL

www.ITComplianceExperts.com

Founder and President, 2004 to Present

IT Compliance Experts is a boutique professional services organization that specializes in helping companies implement sustainable and value-added IT Governance solutions. The company provides a variety of services including product implementation, staff augmentation, and complete outsourcing of management's IT internal audit.

Providing IT Governance assistance since 2004, IT Compliance Experts is a division of One-to-One Service.com, Inc. located in Champaign, IL, and can be reach on the web at http://www.ITComplianceExperts.com.

Founded a company that provides business and IT advisory services to senior management for all aspects of Sarbanes-Oxley 404 compliance. Responsible for all aspects of the organization from market positioning through sales and delivery.

  • Developed a complete methodology for IT aspects of SOX 404 compliance that was validated by Ernst & Young review.
  • Developed internal control procedures that helped several public companies achieve 404 compliance (including two accelerated filers).
  • Worked with senior management at client organizations to ensure operational changes were not only maintainable, but added significant business value.

The Bottom Line – Leveraged my extensive business advisory experience to develop a very profitable services organization. Read some testimonials about these services.

ECD Group, Geneva, Switzerland

www.ECGD.net

Member, Board of Directors, 2012 to Present

ECDG is a U.S. 501(c)3 nonprofit organization created in 2004 with a mission “to bring together diverse perspectives dedicated to developing evaluation capacity within organizations through tools, resources, and communication that facilitate others meeting their mission.”


I joined the board of this non-profit to help them develop some additional sources of cash flow. My focus is to help the organization evolve from a rather narrowly focused services organization to one that leverages its relationships within the ECD industry for a more significant impact and better cash flow.

The Bottom Line – This organization has been mostly driven by academics, and I'm slowly evolving their perspective to broaden their reach and grow the organization.

Computer Sciences Corporation (CSC), Champaign, IL

www.CSC.com

Various Senior Management Positions, 1992 to 1998

CSC is a Fortune 200 company and global leader in next-generation IT services and solutions. The company's mission is to enable superior returns on clients' technology investments through best-in-class industry solutions, domain expertise and global scale. CSC has approximately 80,000 employees and reported revenue of $13.2 billion for the 12 months ended December 27, 2013.

My experience with CSC was within their Communication Industry Services division, a provider of customer care and billing solutions for the wireless industry.

Filled multiple roles as I helped this technology company grow from approximately 80 people and less than $10 million in revenue to over 500 people and $100 million in revenue over a six year period. Positions included divisional CFO, AVP of Account Management, Director of Business Units, Director of Product Management, and Director of Strategy. Coordinated the due diligence for the sale of the unit to ITDS, Inc., a NASDAQ company for approximately $300 million. The company was subsequently acquired by Amdocs, Inc. in late 1999.

  • Managed approximately 200 people in a dynamic and fast paced telecom environment.
  • Evolved the support work force from lower skilled staff to more highly skilled, motivated teams required for an evolving and growing customer base.
  • Developed and executed an exit strategy for non-Y2K products.
  • Negotiated customer contracts valued at more than $100 million.
  • Developed a large account management organization to handle clients such as Nextel, Southwestern Bell, VoiceStream, Western Wireless, Omnipoint, and others.
  • Integrated multiple business units to achieve efficiency and prepare for product migration.
  • Developed a product management process that incorporated client input and insured product development was client funded.
  • Developed a quotation process for product enhancements that reduced time to market and funded requirements gathering that was previously given away.

The Bottom Line – Was a leader in the development and growth of this organization, which is now one of the largest customer care software and billing organizations in the world. Managed most aspects of the organization at one time or another. Put innovative processes in place that continued to be used nearly 10 years after implementation.

Ernst & Young, Chicago, IL

www.EY.com

Senior Manager, 1984 to 1992

Ernst & Young (known as EY) is a multinational professional services firm headquartered in London, United Kingdom. It is the third largest professional services firm in the world and is one of the "Big Four" accounting firms. The organization  has 175,000 employees and more than 700 offices in over 150 countries. It provides assurance (including financial audit), tax, consulting and advisory services to companies in a wide range of industries..

Managed financial audits, information security reviews, software application development, merger and acquisition due diligence, and numerous special projects.

 

  • Consistently ranked at the top of class within both the financial and information systems audit groups.
  • Promoted to senior manager based on the on-time and under-budget engagements managed.
  • One of the few people within the firm able to perform manager duties within both the financial and information systems auditing domains.
  • Received multiple business development awards.

The Bottom Line – Training at a big 4 firm provided a strong foundation for a career that spanned multiple aspects of business. In addition to a nice overview of various industries, big 4 audit experience is great project management training.

Publications


I enjoy writing and have authorized several thousand pages of user documentation as well as written for various publications. To view some of the documentation I've produced, check out the iService User Guides (click on the Documentation menu). A few of the articles, white papers, and presentations I've done are listed below.

White PapersWhite Papers


Security Information and Event Management - A Best Practices Approach - A white paper that describes implementing a best-of-class compliance framework using iService help desk and EventSentry monitoring software.

IT Compliance Best Practices Guide -  This white paper provides insight into some best practices for automating control procedures and streamlining compliance processes.

The State of Internet Customer Service - One-to-One Service.com did an extensive survey about how companies leverage the Internet for service. I wrote this white paper to describe the results of that survey.

Trade Publications


Selecting Your eService Strategy - An article for eBill magazine that describes a methodology for selecting an eCRM solution.

Developing an eService Strategy and Finding the Right people-  This article discusses the unique requirements for staffing online support teams.

E.bill is Only the Beginning - I wrote this article for eBill magazine in 1999 as a closing page for their initial publication. The premise of the article was that web-based service and marketing automation would become critical for supporting eCommerce initiatives.

Education and Certifications



B.S. Accountancy with Minor in Decision Science, Miami University, Oxford, OH - 1984

 





Certified Public Accountant - 1984







Certified Information Systems Auditor - 1986