Charlotte Van Epps

CHARLOTTE VANEPPS Harrison Township, MI 48045 https://www.linkedin.com/in/charlotte-vanepps/ TECHNOLOGY DIRECTOR Vision-driven IT executive with leadership experience in directing all aspects of mission-critical 24x7 platforms, technology infrastructure platforms, DevOps management, and data-driven technical project/program planning. Solid history of success with quality execution based on high customer satisfaction, consulting with key vendors, and overseeing full day to day operations. Two-time CIO Excellence in IT award winner. Areas of Expertise: Transformational Change Leader. Global Project and Program Management. Architecture Design / Management. Excellent Verbal Communication Skills. Sourcing, Contracting and Vendor Management. Team Mentorship / Performance Management. Leading Global Complex Teams. Strong Analytical / Problem Solving Skills. Strong Relationship Management Capabilities. Strategic Cloud and On-Premise Expertise. Innovative Solution Development. Budget Planning and Strategy Alignment. Risk Management / Mitigation. Cost Control and Reduction. Large-scale Technology Implementations. Cross-organizational Relationship Building. EXPERIENCE CONDUENT, Florham Park, NJ IT Director, Distributed Systems / Storage & Backups, 08/2023 - Present Directed information technology operations of the global organization, supporting multiple customer needs. Technology including Microsoft Windows, Azure, Linux, VMWare, and Oracle Cloud. Ensured compliance with annual audits across multiple clients providing attention to detail.  Managed legacy and next-generation distributed systems across multiple data centers globally. All provided 24x7 customer service to hundreds of clients.  Directed global power maintenance events for data centers proactively mitigating risk and maintaining continuous service availability.  Managed regulatory security patching for over 30,000 Windows / Linux servers.  Ensured customer success across multiple application platforms globally working with account managers.  Transformed the organization from working in silos to partnering across teams for faster issue resolutions.  Instituted cross-training opportunities to ensure resources were growing their skillsets to allow for future career growth. GENERAL MOTORS, Warren, MI Technology Director, Telephony–Contact Center, Unified Communications, and Collaboration, 07/2021 - 06/2023 Directed overall technology-related portfolio innovation and operations of organization, supporting enterprise technologies, including Microsoft, AWS, Google, Cisco, Avaya, Genesys, and NICE with 6,000 agents and 60M calls annually. Ensured compliance with state and Federal enhanced 911 laws/regulations by delivering emergency 911 call capability to all GM corporate sites – small or large, manufacturing facilities, and contact centers.  Developed, designed and managed next-generation global, cloud-based contact center through Contact Center as a Service (CCaaS) solution with Artificial Intelligence (AI) to improve customer experience, scalability, and operational efficiency.  Deployed and maintained Microsoft Teams platforms for corporation, managing 112,000 users with average of 5.3M audio, 1.4M video, and 59.1M chat messages monthly.  End-to-end project plan management of 45+ global programs from planning to full implementation annually.  Led monthly status reviews with stakeholders to ensure product trends / recommendations were addressed.  Created a team culture that balanced on-time, quality deliveries with tech-debt remediation.  Provided strategic leadership to a team of 75 global engineers/architects ensuring their career paths were met.  Oversaw creation / adherence to the IT budget of $45M to ensure alignment with enterprise goals.  Strategic leader for complex problem solving during high level production incidents / large-scale programs. Charlotte VanEpps Page Two Senior Manager (Telephony and Collaboration), GM, 09/2013 - 06/2021 Established and promoted world-class telephony environment to ensure prompt and appropriate routing of all GM customer calls. Installed and managed Microsoft Teams for all GM employees, including 60+ direct reports.  Spearheaded and successfully delivered global data center consolidation project in multiple data centers with zero interruption for 6M+ customers, and reduced cost by $13M (direct benefit).  Planned and led successful migration of General Motors employee base of over 70,000 users from Skype to Microsoft Teams within six months for improved accessibility.  Repeatedly presented process improvements to executive leadership and senior stakeholders based from gathered data analysis.  Managed large-scale portfolio of 45 global projects, valued at $39M yearly.  Led cross-functional teams to successfully launch multiple products, driving a 33% increase in user engagement. Senior Global Program Manager, GM OnStar, 02/2010 - 08/2013 Headed the development of seven application platforms for team of 100+ direct and contract employees across four countries in in-sourced and out-sourced models. Managed technical overhaul and successful delivery of OnStar's intricate technology stack, encompassing proprietary wireless protocols and seamless data connection between vehicle and back-office to provide enhanced performance and connectivity for customers.  Achieved consistent on-time and on-budget delivery with first-time quality for over 285+ releases, demonstrating stellar track record of project management excellence.  Spearheaded the end-to-end product lifecycle roadmaps of multiple CRM and vehicle related products from ideation to launch resulting in a large increase of OnStar usage.  Developed and launched highly integrated and complex CRM / vehicle technical solutions in global environment, ensuring seamless implementation and performance of critical systems while utilizing change management processes. Development Manager, GM OnStar, 01/2004 - 01/2010 Supervised all projects from inception to completion within deadline-intensive environment, confirming successful deliveries on time and within budget. Administered various application platforms, such as Voice applications, Vehicle Communication Services, XM Satellite Radio, OnStar Vehicle Diagnostics system, Billing, Middleware, CRM, Geographical Information System, and Customer Care.  Oversaw, trained, and guided a team of 75+ employees, executing analysis and delivery of software products in line with specifications.  Implemented agile methodologies across product teams, reducing time to market by 20% and improving product quality.  Accomplished exceptional product performance with 10x subscriber growth, ensuring seamless user experience and system stability. EDUCATION Master of Science (MS), Information Systems Management, Carnegie Mellon University, Pittsburgh, PA Bachelor of Science (BS), Computer Science, Oakland University, Rochester, MI COMMUNITY SERVICE Leader, A World in Motion (AWIM) outreach program affiliated with Society of Automotive Engineers (SAE). Volunteer, Heritage Church, local and global community outreach. Volunteer/Sponsor, Mission of Hope, Haiti, global outreach. Leader, Welfare Committee for the Huron Pointe Yacht Club.