Christine Chamberlain

609 Gladiola Drive

Clarks Summit, PA 18411-2117
Home: 570-586-3337 * Cell: 570-561-5685
cc1d2da9@westpost.net * http://www.christinechamberlain.com
AVP / VP - Information Technology & Operations
Results driven Officer with a progressive management career that is accountable
for P&L financials up to $8.4 million, with year over year under budget. Succes
sful at building high-performing teams that develop and execute targeted busines
s initiatives to drive customer growth, achieve business objectives and generate
revenue.
Experienced in leading and negotiating sourcing / partnering arrangements includ
ing development, implementation and ongoing management of Service Level Agreemen
ts and key performance indicators. Highly effective executive leader with prove
n history of building long-term relationships with internal and external custome
rs by establishing a high level of confidence and trust. Inspires a shared visi
on with a keen understanding of business priorities and demonstrated expertise i
n rapidly advancing business goals to revenue-producing activities.
CORE LEADERSHIP QUALIFICATIONS
* P&L / Budgeting Control / Budget Forecasting
* Cost Reduction / Containment & Profit Optimization
* Business Process Planning & Implementation
* Data Center Site Lead / Business Planning Coordination
* Crisis Management Planning & Development
* Business Continuity Plan Development & Application
* Re-engineering Operations & Process Improvement
* Relationship / Account / Vendor Management
* Team Building / Talent Development
* Leadership Training & Development
PROFESSIONAL EXPERIENCE
MetLife, Inc., 1028 Morgan Highway, Clarks Summit, PA 18411 - 877-843-4772 Jul/1
997 -Nov/2009
Metropolitan Life, Inc. is largest Life Insurance provider in the US; #39 in For
tune's annual ranking of largest companies in 2009.
Assistant Vice President, IT Enterprise Infrastructure (May/2005 to Dec/2009)
Responsible for multiple teams of IT professionals.
* Built a strategic process development team incorporating ITIL & IT Service Man
agement best practices that fit with MetLife's business goals and objectives. O
ver a four (4) year period, defined, developed and implemented Incident, Problem
, Change and Configuration Management for 6,500+ employees across all Informatio
n Technology. Closely guided by Gartner Group and Pink Elephant for ITIL / ITSM
methodology.
* Developed relationship managers targeting business units' technology requireme
nts. This team of 27 IT professionals is responsible for translating business r
equirements in to technology implementations that follow proven best practices a
nd enhance the overall workflow for the unit.
* Coordinated a planning and expense management team of 16 individuals to direct
and oversee financial operations. Provide leadership and coordination in the a
dministration, business planning, forecasting, budgeting, and accounting efforts
.
* Led a team of 8 Certified PMP(R) experts that provide project, program and por
tfolio management consolidation, alignment and oversight to the Project Manageme
nt Offices and Project Managers.
Select Accomplishments
=> Integral member of the team that developed a Desktop Lifecycle Management pro
gram. Achieved an integrated approach to managing MetLife's PC and Blackberry a
ssets through all the phases of the lifecycle, from acquisition to disposal. Co
st savings of $30+ million over the life of the three (3) year contract.
=> Appointed Site Lead in 2007 of the Clarks Summit datacenter. Defined and imp
lemented the crisis management procedures for business continuity and disaster r
ecovery. I am the single point of contact to represent all business units with
in the datacenter of 800+ employees, contractors and vendors.
=> Key role in the successful outsourcing of multiple areas within the IT Servic
e Desk with a ROI of $4.25M.

Director, MetLife IT Support Desk Jul/1997 - May/2005

Responsible for all operations and functionality of MetLife Consolidated Service
Desk
* Oversight responsibility for the daily operations of MetLife IT Service Desk s
upporting 65,000 end-users. Manage all SLA's and vendors handling the calls. P
romote best practice support model following an ITIL methodology. People manage
ment of 125 Call Center Agents to promote MetLife Core values and develop talent
for the future.
* Direct the communications, documentation and training teams that work with all
levels of IT. This includes collaborating with Corporate Learning & Developmen
t on building the training program for BMC Remedy suite of tools as well as proc
ess methodologies. The four (4) person team is the face of IT with regard to co
mmunication and presentation of new technology, tools, process, etc. Developed
Knowledge Management dB of all support documentation with over 2,500 articles/do
cuments for daily use by the MetLife IT Service Desk.
* Developed a new Rewards and Recognition Program. Headed the team in 2004 that
built an enterprise wide rewards and recognition program to service more than 2
,500 MetLife employees. Worked with external vendor for awards development and
technology process flow. Project came well under the $100K budget allotted and
created a very positive program that was well received and continues today.
Select Accomplishments
=> Consolidate IT support across the enterprise creating economy of scale and sa
ving approximately $300K per year in support costs. This consolidation culminat
ed in to one centralized help desk supporting all MetLife.
=> Created process and staffing efficiencies year over year, saving no less than
$500K each successive year.
=> Appointed an officer in 2005.

Computer Task Group, Inc., 800 Delaware Ave., Buffalo, NY 14028 - 716-882-8000 O
ct/1991 -Jun/1997
Computer Task Group, Inc. is a leading provider of IT business & consulting solu
tions; rated #131 in Forbes' annual ranking of best small companies in 2009.
Transition Manager. Principally responsible for transitioning a new IBM Global
Services Help Desk.
=> Ground up creation of Level 1 IBM Global Services Help Desk for Metra-Health
account to support more than 25,000 end users. Hiring and management of 72 Help
Desk agents for various areas of support. Developed the training curriculum fo
r support areas; including specific applications, OS/2 workstations, and custome
r service.
=> IBM Customer Assistance Center. Level 1 and Level 2 support to provide telep
hone assistance to IBM internal customers experiencing problems with their mainf
rame connection, stand-alone PC's, and other technical problems. Typically hand
led 100+ calls per eight (8) hour shift.
EDUCATION
Smith College, Northampton, MA 2005
Executive Women's Management Consortium
George Washington University, School of Business 1998 - 2001
Project Management courses
Video Technical Institute, Dallas, TX 1986 - 1988
Associates Degree, Computer Aided Office Administration

PROFESSIONAL AFFILIATIONS
* Professional Women at MetLife. Executive sponsor of the Northeast PA Chapter
* Local Inclusion Action Group. Executive sponsor for Clarks Summit Chapter
* Scranton Chamber of Commerce, Lackawanna County, PA
Breast Cancer Memberships:
* Susan G. Komen, Race for the Cure
* American Breast Cancer Foundation
* PA Breast Cancer Coalition