Craig Bergstrom

Craig S. Bergstrom Director of Operations & Technology Leader 73 Justice Hill Road  Sterling, MA 01564  -  - CAREER HIGHLIGHTS Technology and client-focused leader with 10+ years of leadership experience, and a reputation for motivating employees, mentoring leaders, and executing seamless technological transitions Managed migration of Wingate’s portfolio management system from in-house solution to cloud-based provider; consisting of financial portfolio data from 30 years of portfolio management for 1000+ clients Managed and executed the merger of two new partners to Wingate in 2017, bringing in an additional $300MM in new Assets Under Management EXPERTISE AREAS Visionary Leadership Organizational Restructuring Strategic Planning Customer Engagement Technology Wizard Executive Advisory & Decision Support EXPERIENCE Wingate Wealth Advisors, LLCLexington, MA Director of Operations & TechnologyAug 2014 – Feb 2020 Oversee daily business operations of Wingate, a fee-only registered investment adviser with 30 employees and $850MM in Assets Under Management. Manage total system administration and support, lead special projects and upgrades, oversee employee training, and run quarterly and yearly reports for over 700 clients while maintaining special focus on the client experience Oversee the design, enhancement, implementation, reporting and oversight of Wingate’s operations and technology Support the partners and CEO in contributing to the business plan of growing the firm and providing excellent client service Manage all resources required for operations and technology including 15+ vendors and staff of 7 FTE’s Manage organizational structure and selection of new team members Coach associates to handle challenges or implement improvements Coordinate relationships with external resource providers and custodians (Schwab, Fidelity, TD Ameritrade) Administrate Windows Server environment, VMware vSphere virtual servers, website, client vault, portfolio management systems, Salesforce, and corporate telephone system Earned promotion to Director of Operations after almost three years as Director of Technology Earned appointment to Chief Information Security Officer to lead cybersecurity and protect the organization’s information assets and technology Architected company Cybersecurity Policy and Disaster Recovery/Business Continuity Plan; initiated “Fake Disaster” to ensure functionality Constant Contact, Inc. Waltham, MA Compliance SpecialistNov 2010 – Jul 2014 Helped customers and staff optimize the delivery of our customer's online marketing communications; ensure Constant Contact maintains its high deliverability rates and outstanding sending reputation Detected scams and fraudulent activity on Constant Contact’s servers Served as member of Incident Response Team and responded to escalated issues pertaining to potential criminal activity and regulatory issues Maintained and continuously updating department scam tracking database and metrics Identified trends and worked closely with scam mitigation team to address potential business risks Identified opportunities to help our customers improve their delivery, reduce complaints, manage bounced email messages and optimize email open rates Supported staff through internal chat during List Review, Account Review, and Delivery calls Led special projects for Compliance Management including high visibility complaints, business partner accounts, and using Splunk to research problematic accounts and perform list Bergstrom | pg. 2 Staples, Inc. Framingham, MA Help Desk Resolutions SpecialistJun 2007 – Dec 2008 Demonstrated ability to multitask and prioritize daily tasks while providing exceptional customer service in a fast-paced corporate environment Provided computer help desk support via telephone with internal and external customers Researched and resolved all tier-2 escalations received via phone, urgent logs and remedy tickets Assisted retail stores, call center associates, and Staples Business Delivery on issues relating to retail policies and procedures, vendor deliveries and returns, delivery complications and shipment tracking Digital Federal Credit Union Marlborough, MA Help Desk Support Specialist Mar 2003 – Jul 2005 Demonstrated ability to implement successful customer hardware and software solutions Full-time member of the desktop support team for over 500 employees and PC’s Diagnosed and performed troubleshooting for: software, hardware, printers, network, servers, Nortel phone system, viruses and malware Upgraded the entire consumer loans department with 50 new PC’s and installed all associated peripherals, software, printers and networking components Oversaw installation and implementation of loan processing system at all 14 DCU branches Responsible for corporate networking project; physically wired and tested phone and Internet connectivity for secondary headquarters building Served as the go-to person for the consumer loans department and loan processing system issues Developed and implemented help desk ticketing system at DCU with asset management and inventory tracking tools Set up a complete Disaster Recovery Site for DCU consisting of 100 PC’s; implemented a “Fake Disaster” operation for managers and end-users to ensure complete site functionality EDUCATION Master of Business Administration, UMass LowellExpected May 2020 Master of Science in Information Technology, UMass Lowell May 2017 Bachelor of Science in Management Information Systems, UMass Dartmouth May 2008 TECHNICAL SKILLS Expert in Microsoft Windows (2000/XP/7/8/10), Apple (OSX,iOS,macOS,iPadOS,WatchOS, Home Automation, Shortcuts) Linux, and VMS operating systems Proficient in entire Microsoft Office Suite, Outlook, Exchange, and Active Directory Knowledgeable in SQL, C, C++, Java, Perl, Visual Basic, ASP, HTML, CSS, Nortel, Mitel, Avaya, Symantec product suite, VMware, remote desktop and Splunk Hands-on experience with iPhone, iMac, iPad, Macbook Pro, Android devices, and Windows tablets Developer-level knowledge of Salesforce used in SaaS and financial services industries Additional experience: Jira, Confluence, RSA Archer, PortfolioCenter, MoneyGuidePro, Orion Advisor Services, iRebal, Smarsh, ByAllAccounts, QuickBooks, ADP TotalSource