Terry L. Kuhn
4243 Greensboro Drive
St. Charles, Missouri 63304-1612
Residence Phone: (636) 244-3024
Cellular Phone: (314) 322-1790
To continue a career in the field of Application Report Development specializing in Microsoft Excel complex formulas and macros
and Business Objects Crystal Reports.
Information Technology Services Senior Manager
Accomplished Senior Manager of Information Technology Services possessing leadership skills in Customer Relationship Management,
Data and Voice Network Communications Management, Distributed Computing Technology, Information Systems Technical Services and
Data Center Operations. Solid experience in partnering with senior business leaders to create a balance between achieving strategic
objectives and the demand for immediate tactical services. Possess diverse IT experiences managing the control, design, implementation
and operation of large-scale, networked computerized information systems. Successful record developing and presenting business cases,
budgeting and controlling departmental expenses, and achieving desired business results within corporate structures. Possess excellent
oral and written communications and presentation skills along with solid people, team-building and direction-setting skills. Ability to
motivate professionals and maximize productivity with emphasis on creating and sustaining strong customer relationships.
UniGroup, Inc., Fenton, Missouri. 2001-2009
Senior Manager, Communications Technologies (5/2001-1/2009). Led a Communications Technology staff of 15 responsible
for all data, voice and cell phone communications for UniGroup, Inc. Responsibilities included the overall architectural planning, design,
implementation and availability of UniGroup’s wide-area, local-area and wireless data networks along with the PBX, voice mail,
ACD call routing and all cellular traffic.
Managed, designed, implemented and directly participated in the upgrading of 185 UniGroup’s frame relay network sites from 56K circuits
to full T-1 capability. This project included the total replacement of existing data communications hardware at the cost of over $400,000.
This project was brought in on-time and within budget.
Chaired, facilitated and participated in the re-negotiating of both voice and data contracts with major suppliers. These negotiation
realized annual savings in excess of $1,000,000.
Managed a consolidation and reduction of the Network Operation’s Call Center staff with an annual cost saving of $75,000. This was
accomplished with no decrease in service levels.
Responsible for budget, financial, availability and performance management reports using Microsoft Excel advanced techniques,
formulas and macros and reports created and customized using Business Objects Crystal Reports version XI and version 2008.
Designed and developed Crystal Reports for Human Resources, Finance, and Information Technology dashboard metrics to measure the overall
health status of IT.
Responsible for creating and modifying Crystal Reports for presenting telephony metric data for UniGroup’s internal call centers.
Directly interacted with UniGroup clients as part of the team involved in requirements collection and analysis. This included
understanding the features expected by the clients and also educating them on the capabilities and limitations of Crystal Reports.
Evaluated software development tools intended to create reporting applications and provided knowledgeable feedback to senior management
which would influence software purchase decisions.
Supported UniGroup clients with any questions they had related to Crystal Reports and conducted learning sessions about deployed
applications to educate and bring clients up to speed with the features of Crystal Reports. This included various presentations using
Microsoft PowerPoint as well as interactive hands-on training sessions.
Federal Reserve Bank of St. Louis, St. Louis, Missouri. 1994-2001
Senior Manager, Customer Relationships (3/1996-3/2001). Directly worked with Vice Presidents and senior department
leaders to implement their vision. Led a relationship management staff of four responsible for partnering with senior executives to
enable them to achieve their desired business objectives by leveraging Information System technologies where appropriate.
Successfully managed the implementation of a client/server based capital and expense budgeting system, replacing an outdated paper system,
and managed the implementation of the Federal Reserve’s first intranet website in St. Louis. In partnership with Corporate Accounting
and Public Affairs respectfully, these initiatives were delivered on time, within budget, and were very well received by the customers.
Reported directly to the vice-president and CIO of Information Technology Services.
Managed, designed, implemented and directly participated in the establishment of the Customer Relationship Management program at the
Federal Reserve Bank. Developed and implemented relationship management processes and procedures as a blueprint for success.
Led team of peers in the development of Information Technology Services strategic goals, objectives and metrics.
Chaired, facilitated and participated in the design and implementation of a Balanced ScoreCard for Information Technology Services.
The Balance ScoreCard provides IT management with a comprehensive framework that translates IT vision and strategies into a coherent set
of performance measures.
Facilitated a workgroup comprised of senior business area leaders and senior IT professionals in the design, negotiations and
implementation of the first business area/IT Service Level Agreement (SLA).
Designed and conducted individual and group training to both customers and support staff. Provided weekly analysis of operational
posture for IT managers.
Provided performance appraisals and employee feedback. Motivates using an effective leadership style, balancing involvement with
Proven record of success in Relationship Management skills include business acumen, strategic/tactical planning, business process
design/redesign, creation of Service Level Agreements (SLAs), facilitation/negotiation/influencing skills, project planning/tracking
experience, maintaining deliverables and schedules, an understanding of IT project lifecycle methodology, and acting as an advocate for
business leaders within the IT community.
Senior Manager, Information Technology Architecture and Planning (4/1998-3/2001). The Information Technology
Architecture and Planning (ITAP) team is the architectural design and planning segment of the Information Technology Services Department.
Recommended data (local area and wide area networks) and telephony infrastructures, server hardware and software standards, desktop hardware
and software standards, participated on Federal Reserve System-wide workgroups, and researched and deployed new technology.
Reported directly to the assistant vice-president and CTO of Information Technology Services.
Retained Senior Customer Relationship Manager responsibilities as outlined above.
Managed and directly responsible for maintaining and integrating information systems and implementing new technology in support of
increasing organizational requirements.
Managed and directly responsible for architecture design and deployment for District-wide Information Systems infrastructure projects
including installation of local-area and wide-area network circuits, network backbone migration using Gigabyte technology, digital switches,
fiber optics, and Level 7 cable, corporate software migration and implementation, hardware upgrades, and Y2K issues.
Led team who continually evaluate new technologies and determined appropriate use within the organization.
Senior Manager, Customer Services (3/1996-4/1998). The Customer Service’s team represents the marketing and
operational segments of the Information Technology Services Department. Managed the distributed call center, installation and support
services for distributed computing, and Central Operations, with oversight for local and wide area network infrastructures and the
distributed server farm. Retained my Senior Customer Relationship Manager responsibilities as outlined above.
Established 24x7 call center providing technical support for 1,200 end user’s PC software and hardware related problems at four
locations. Achieved 100% availability and reliability of mission critical distributed applications.
Managed and directly responsible for system upgrades, both hardware and software, and system migrations on desktops and servers at
Provided supervision and career development for 28 technicians.
Manager, Technical Services (6/1994-3/1996). The Technical Services Unit was comprised of three teams that installed
and maintained environmental software on a local IBM mainframe as well as published and maintained Information Systems Conventions and
customer documentation. Managed desktop publishing services for Information Systems, along with maintaining hardware and software
inventories, Information System's forms administration, Information System's Accounts Payable, customer billing and costs redistribution
of Information System's charges and Information System's budget coordination.
Managed and directly responsible for maintaining environmental mainframe system software upgrades and system migrations in a MVS
environment. Achieved 100% availability and reliability of mission critical applications.
Managed and directly responsible for Information Systems accounts payable, customer billing and costs redistribution of
Information Systems charges.
Prepared, coordinated, exercised control over, and balanced Information Systems $10M+ budget.
Provided supervision and career development for 11 administrative and system professionals.
Central Hardware, Bridgeton, Missouri. 1993-1994
Manager, Technical Support and Computer Operations. The sale of St. Louis based Central Hardware to Handy Andy
of Chicago led to Central Hardware's Corporate Data Center relocating to Chicago, IL.
Managed and directly responsible for the migration of Central Hardware’s data files to Chicago.
Managed and directly involved in the sale and shutdown of Central Hardware’s Data Center in St. Louis.
Bussmann Manufacturing, St. Louis, Missouri. 1984-1993
Manager, MIS Operations and Technical Services. Managed the day-to-day operations of the Corporate Data Center
through an Operation's Staff, which included Technical Services, Computer Operations, Production Control, Customer Services, Data Entry,
Data Base Administration and Data Security Administration. Operational responsibility for all mission critical applications,
which were supported by an IBM 3090 platform running MVS/XA and CICS and on local area network attached PCs. Combined, these
applications handled total international sales volume of $350M annually. Responsibilities included Local Area Network and
Wide Area Network support for all manufacturing facilities, warehouses and field sales personnel. Total annual budget was $2.3M.
Managed and directly involved in the establishment of the Bussmann Corporate Data Center. Developed an operational staff and
procedures in a facility start-up operation. This move from the Data Center in Chicago was, at its inception, one of the largest
one-time implementation projects ever undertaken by Bussmann. Project was completed on time and within budget.
Designed and implemented a Wide Area Network integration project to interconnect all manufacturing facilities Local Area
Networks to the Corporate Local Area Network in St. Louis. Established requirements, evaluated hardware configurations and
software packages, selected vendors and negotiated purchase/lease agreements. Planned and managed this project achieving
significant annual savings in network costs.
Designed and implemented a highly successful project to stop the hardcopy printing of many reports in favor of viewing
these reports on an online terminal or Local Area Network attached PC. This project was very well received and achieved
$100,000 annual savings in hardcopy printing costs.
Developed and led effort to automate operation's and help desk procedures achieving a reduction in staff levels from
eleven people to five people over a five year period. This was accomplished with no decrease in service levels.
Provided supervision and career development for 35 administrative and technical professionals.
Emerson Electric Co., St. Louis, Missouri. 1981-1984
Manager, Technical Services. Managed the Technical Services and Applications Development Staff, which performed
quality assurance on development projects at twenty Emerson divisional data centers nationwide.
Directed eleven reviews of systems undergoing development throughout all company business areas. All projects completed
within original man-day targets and budgets.
Managed annual group expenses to less than 85% of original budget.
Increased internal Audit productivity by coordinating Data Division audit review efforts with financial auditors.
Managed the start-up of a large-scale mainframe computer security system utilizing ACF2.
National General Insurance Corporation, St. Louis, Missouri. 1979-1981
Manager, Technical Services. Managed the Technical Services Staff which provided system software support and
consulting for the four company insurance subsidiaries involving financial and
insurance-oriented systems projects.
Planned and managed the company's DOS to OS systems conversion. Project was accomplished within specified target date and
Developed a computer systems procedure manual and successfully tested its contents.
Reduced staff expenses by 10% per year over three-year tenure.
Michigan State University, East Lansing, Michigan. 1967-1979
Assistant Director, Production and Operations. Duties and Responsibilities associated with my 12 years with the
University will be furnished upon request for that information.