Chris Haviland

Business Analyst / Operations Manager / Project Manager

2015-2019

Innovar Solutions

• Designed an Order Management System ("InnVerge") for display (online) and linear (television) spot insertion orders and media trafficking.
• Drafted, edited, consulted on and organized numerous user manuals and release notes.
• Leveraged JIRA, Apptio Target Process, and ClearSky (proprietary) for numerous tasks, epics, stories, backlogs, burndowns and Kanban views across SaaS software projects including Ad Copy Wizard, InnVision, InnFocus, InnTouch, InnGage, InnVerge, ClearSky and others.
• Documented production implementations (change control) and dispatched many change communications and documented all software implementations (SaaS).

• Led scrum meetings to adapt proprietary waterfall project software for Agile use, with continuous improvement and LEAN methodologies.
• Reduced 500+ open support tickets via Mojo Helpdesk to an average of 12 rolling tickets per week.
• Created reports & graphs with Access & Excel improving transparency of customer support ticket aging.
• Developed flow charts and relationship diagrams with Visio, Omnigraffle and LucidChart.
• Created mockups with Snagit, Photoshop, Illustrator, and Visio.
• Assisted in Test Plans and Test Cases (creating them and running them) during QA process.

Commerce Operations Manager

2013-2015

Softcard

• Designed and deployed an "Offer Emulator" proprietary automated coupon mockup tool, empowering sales to get faster buy-in from ad clients.
• Reduced advertising turnaround from 2 weeks to less than 1 day, leveraging Salesforce.com to route offers for approval from legal, marketing, sales, creative, merchant, corporate and testing teams.
• Won company's STAR award for process improvements.

• Reduced report building from 3 full days of information gathering down to less than 1 hour of semi-automated labor, leveraging SQL and Excel formulas.
• Wrote numerous CRs (change requests) and SRSs (software requirements specifications); participated in change control meetings and enterprise mobile implementations for hundreds of thousands of end users.

Director of Operations

2012-2013

OpenX / LiftDNA

• Staffed up to 22 heads including traffic managers, yield optimizers, QA, and data administrators.
• Designed entire process for managing incoming demand tags and optimizing them for online publishers.
• Leveraged Salesforce.com to direct workflow across multiple disciplines.

• Increased monthly live ad tags from 34,000 to over 220,000 with process improvement and staffing.
• Oversaw 647% increase in daily data pulling (programmatic demand tags) with strong transparency.
• Increased monthly gross revenue from $3m to $5m in 9 months with process improvement.
• Closed over 20 major process gaps in daily data and ad tag onboarding.

Earlier Experience

1998-2012

Various Organizations

• Vice President of Operations
• Head of Global Ad Operations
• Digital Ad Manager
• Senior Director of Information Management
• Director of Ad Operations

Quake Marketing
Euromoney Institutional Investor
Questex Media
Net2Phone
Mail.com

BA: University of North Texas (Radio/TV/Film)
BS (pending): DeVry University (Web & Mobile Software Development)

Training in PMP, ScrumMaster, Six Sigma Green Belt, CompTIA A+, CompTIA Network+, PHP, JavaScript, and other disciplines.

Core Competencies

Applications

Project Management
Strategic Planning
Revenue Enhancement
Product Education
Writing
Team Leadership
Operational Excellence
Research & Analysis
Process Improvement

Excel & Spreadsheets (formulas, OLAP)
Access & Basic Database (tables, joins, T-SQL, ODBC)
Word & Word Processing (plus CMS: WordPress, Joomla, Drupal, etc)
Salesforce.com
Jira & TargetProcess
Mojo Helpdesk
Windows & Mac proficient

Advancement Coordinator (2010-Present)
Project Co-Administrator (1998-Present)
Co-Founder (1995-Present)
Co-Founder (1990-1998)

Cub Scout Pack 298, Circle Ten Council, Iron Horse District, Boy Scouts of America
Haviland - de Havilland Y-DNA Study (www.HavilandDNA.com)
Haviland - de Havilland Heritage Society (www.Havilands.org)
SHO Entertainment Inc (producer of feature film The First of May : HBO, TBN)