Don Lively

Current

Senior Business Systems Analyst at Afni Inc.

Past

IT Business Process Manager at Agilent Technologies
Information Technology Specialist at Hewlett Packard Corporation
Programmer/Intern at Syntex Pharmaceuticals Inc.

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Education

Hewlett Packard/Agilent Technologies (in house)
CIL-CTP, Berkeley, Calif.
Santa Rosa Junior College

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Recommended

3 people have recommended Don

Connections

216 connections

Industry

Outsourcing/Offshoring

Websites

Don Lively’s Summary

A skilled, trained Knowledge Worker and IT Business Process Manager with extensive experience in contributing to the success of multi-national corporations, Don Lively is able to leverage his broad and deep pool of experience to lead change and facilitate the forward movement of your organization’s strategic initiatives and tactical programs.

One considerable risk confronting today’s IT organizations is the difficulty in transforming that organization’s technologists into “Technology Enabled Business Analysts”. While it is important to have on staff nuts and bolts technology engineers, the addition of individuals who can deftly span the space that has traditionally separated the business from the IT organization is essential to that organization’s success. The absence of business leadership skills within the ranks of IT can lead to a severe misalignment with business objectives. Don Lively possesses exactly those skills that can translate business goals into IT objectives.

Further, Don has worked in various lead roles for IT Infrastructure Service delivery and provisioning organizations, he has worked closely with enterprise business units at a program level to clearly define their needs of his service organizations and other partner organizations, and the parameters, or metrics, against which they would be measured for success. Additionally, he would drive change to existing service levels and objectives by teaming with business counterparts to isolate opportunities for improvement. These opportunities included process change, knowledge revision or re-interpretation, resource addition or re-balancing, training (end-user and IT) and root cause analysis using industry accepted TQC standards and approaches.

Don Lively’s Specialties:

- Six Sigma White Belt Cert.
- Technical Marketing and Service positioning
- IT Service Management and Delivery
- Usability testing
- Milestone Development
- Multi-Project Coordination
- Project Management
- Project Review
- Proposal Preparation
- Relationship Management
- Web content maintenance and development
- Process development and implementation
- Mediation and Facilitation experience
- Technology Positioning
- Articulate verbal and written communicator
- Good people skills

Don Lively’s Experience

Senior Business Systems Analyst

Afni Inc.

(Privately Held; 1001-5000 employees; Outsourcing/Offshoring industry)

August 2006 — Present (3 years)

Composite Applications Dish-Echostar and Country Financial Services project lead and Verizon .COM, CARE and One Bill project team member.
- Analyze user & client needs to determine appropriate process and technology improvements and solutions to drive call agent efficiencies
- Designed composite application tool bar that automated call type workflow and improved call quality scores
- Deployed, trained and supported project to three geographically dispersed call centers
- Designed and developed training materials for quality departments, training departments and end users

Subject matter expert for assigned applications, services and business processes

Coordinated the development and deployment of new applications and business processes that were based on Openspan technology.

Trained end users on applications and business processes (change management).

Provide training, guidance and mentoring to less experienced Business Analysts and Developers.
IT Business Process Manager

Agilent Technologies

(Public Company; 10,001 or more employees; A; Semiconductors industry)

November 1999 — July 2006 (6 years 9 months)

Vendor/contract manager for sourced user-facing IT services
- Reviewed, signed and procured vended IT services and high dollar contracts
- Conducted and participated in multiple Request for Proposals (RFP)

Global E-mail Client Program Manager
- Messaging Client Service team lead
- Global Messaging’s communications point person
- Developed Agilent specific training materials (distributed world-wide)

Developed strategic plan for data management
- Led a cross functional team from Hosting, Networks and IT Infrastructure services
- Produced technical analysis white paper recommending technologies and approaches
- My results are the basis for current IT data management policies

Developed and documented IT service management and delivery processes
- My processes became the standard for Agilent IT service delivery
- Formed and led Agilent’s IT Service Management Forum
- Oversaw the creation and publishing of all OLA and SLA documents produced by operational staff
Information Technology Specialist

Hewlett Packard Corporation

(Public Company; 10,001 or more employees; HPQ; Information Technology and Services industry)

June 1984 — November 1999 (15 years 6 months)

Designed, tested and implemented programs and applications.
- Lead programmer on payroll processing system installation project
- Automated employment verification process reducing transaction time from 2 hours per request to 30 seconds pre request

Technical Lead of PC support and PC environment engineering
- 2,800 person user base, Northern California region User Support Desk
- Achieved 96.4% calls acknowledged and 95.4% calls resolved within prescribed time frames

Lead Project Engineer for Americas e-mail client migration (cc:Mail to Outlook)
- 14,000 person user base, Canada, U.S. and Latin America
- Designed, tested and executed automated bulk migration that ultimately cut 2 FTE/months off project

Implementation Manager for Corporate HR career management tool
- 38,000 person user base, multiple geographies, global impact
- Worked with Corporate IT and directly with senior management and executive levels

Conducted contract worker interview and selection process
Programmer/Intern

Syntex Pharmaceuticals Inc.

(Privately Held; 1001-5000 employees; Pharmaceuticals industry)

March 1984 — June 1984 (4 months)

- Designed data base and user interface.
- Software coding and debugging.

Don Lively’s Education

Hewlett Packard/Agilent Technologies (in house)

1984 — 2005

Activities and Societies:

Materials Management Overview, Presentations at HP, Demarco's Structured Analysis, Signature Service Customer Service Training, Project Management Fundamentals, Software Testing Fundamentals, Software Usability Testing Fundamentals, Usability Design and Testing, Qualitative Research, COILUSD Whole Product Lifecycle framework for TQC, Product Demand Forecasting, Web Enabling Channel Partner Relationship Management
CIL-CTP, Berkeley, Calif.

Assembler, JCL, RPG, BASIC, COBOL, dBase II, Structured Systems Design 1983 — 1984
Santa Rosa Junior College

Economics, Business, Computer Science, Systems Analysis and the Liberal Arts 1981 — 1983

Activities and Societies:

SRJC Wheelchair Track team, SRJC Wheelchair Rugby team

Additional Information

Don Lively’s Websites:

Don Lively’s Interests:

Don's interests include: Economics, Equity trading, wine collecting, Food and fine restaurants, Music and stereo equipment, Cars and suspension & handling dynamics, and Gardening