Shan Arrington

SAFe Agile, IT Service Management, DevOps, Cloud Strategy, Atlassian Administration, Oracle ERP

About Me

I am a senior information technology leader with a successful track record leading large enterprise organizations througha variety of transformative engagements involving information technology service management, cloud migration strategy,and digital transformation. People are my passion and building strong leaders is my mission.


Projects completed


Cup of coffee


Satisfied clients


Nominees winner


DataCenter DEVOPS Devops HipaaITIL Networking PCI Agile PMO ProjectPlanningScrum ContinuousIntegration/Delivery ContinuousIntegration StructuredSoftware SoftwareDevelopment Visio InformationSecurity PaymentCardIndustry ArtificialIntelligence BigDataEnterpriseResourcePlanning ERP MachineLearning SoftwareasaService SAAS ITInfrastructureNetworkOperations NetworkOperationsCenter Vmware SDLC SystemsEngineering AmazonWebServices AWS ChangeManagement MigrationStrategy Large-Scale Oracle E-BusinessWEBServices TechnicalServices MSOffice CRM AccountManagement BestPractices ContractsEstimating Liaison Metrics Budgeting BusinessIntelligence ContinuousImprovement ForecastingOperations Trading Risk Management Coaching AdvancedAnalytics OrganizationalChangeShared Services CustomerRelationshipManagement EmployeeResourceGroup GovernmentContractsOperationalSupport MTTR Invoicing BusinessDevelopment SalesManager SalesProfessionalSeniorSales Telecommunications FinancialProjectManagement ProgramManagement PortfolioManagement SupplyChain SIX-Sigma SIXSigma SOW StatementofWork BudgetsAssetManagement ROI StrategicPlanning DataServices Telecom Budget FinancialsCostReduction ServiceDesk Writing Functional FunctionalSpecifications DocumentationTechnicalRequirements ProgramManager ValueProposition BusinessPlanning Market TrendsChannelManagement Fulfillment Caterpillar Offshore JIT TPS ElectricalEngineeringSIX SigmaMethodology Quality Assurance ProcessImprovement Davenport ChiefExecutiveOfficer PresentationSkills Excel MicrosoftOffice


UI/UX design

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Web Development

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February 2018-Current

Delivery Manager II

✓ TEK systems Global Services
⛯ United States


•Program Management- Efficiently managed project scope, time and cost to successfully migrate from the data center toAWS cloud using DevOps and Continuous Integration best practices. This project created a data hub that producedadvanced analytics, machine learning and artificial intelligence for Caterpillar.

• Cloud Security Management- Implemented cloud security protocols using Microsoft Azure leveraging informationsecurity best practices to safely secure the IT infrastructure and applications for Caterpillar.

• IT Service Management - Leveraged ITIL best practices to improve SLA's and performance metrics of global Adidasservice desk. Improved the following metrics

* Improved mean time to resolve (MTTR) from 30 min to 4 minutes per incident

* Improved service availability from 65% to 95%

* Improved response time from 14 min to 2 minutes per incident

* Improved the order fulfillment cycle by 35%

* Improved NPS and CSAT scores from 65% to 98%

* Created cost savings of more than $20M over 3 years

• Provided agile coaching to all scrum teams, clarifying roles and responsibilities of the scrum master, product owner and project team. (SAFe, Agile, and Waterfall)

• Responsible for the management of remote, onsite and offshore FTE's and contractors across multiple client engagements and geographic regions (Canada, India and US)• Presented project status and financials to C-level leadership weekly, monthly, and quarterly.

• Responsible for effectively quantifying program results to bottom line business value and customer success

• Accurately managed a full profit and loss statement (P&L) Responsible for managing multiple project budgets ($5-10M+)and reporting financial status to C-Level executives and stakeholders.

• Accountable for developing assessments and building requirements documentation to ensure the project solution proposed addresses business pain/ problems or answers burning questions.

• Collaborate with cross functional teams to better understand customers' needs, goals, success criteria, and ensure we

are exceeding expectations while delivering positive customer outcomes.

• Responsible for internal time sheet approvals, program level resourcing, invoicing and profitability (gross profit percentage) tracking

• Coordinate activities of software development teams (SDLC), security, networking, infrastructure and ongoing operational support

• Establish and perform periodic customer, project and solution health checks with client teams base lined against targeted metrics associated with value stream reporting

May 2015-November 2017

Sr. Program Manager


✓ HNI Corporation
⛯ United States



• Program Management - Successfully implemented full suite of Oracle e-business systems for 2nd largest office furniturecompany in the US resulting in $100M+ in cost savings and technical debt avoidance

• Digital Transformation: Efficiently launched e-portal redesign of 12 HNI owned e-commerce sites consisting of web andmobile apps. This project increased productivity and interaction between internal business systems increasing revenueby $25M in 2017.

• Managed large-scale information technology programs and projects across a diverse portfolio of business lines

• Effectively managed scope, time and cost for multiple concurrent agile projects to ensure successful delivery of clientgoals and objectives

• Procured vendor resources, developed RFP's, reviewed and approved SOW's and negotiated improvements to baselineSLA's and KPI

• Systematically created functional specifications and requirements to ensure alignment with customer value propositionand client needs

• Managed project costs, estimated costs, determined budget and controlled costs. Assisted in managing departmentalP&L.

• Accountable for delivering status reports and health checks with senior leadership and project sponsor/client resources

July 2014-March 2015

Director of PMO / Managed Services

✓ CCI Global Channel Management / e2Open
⛯ United States



• Organizational Change Management - Improved customer satisfaction, increased project success rate, reduced risk andfaster ROI resulting in $10M+ in year over year savings.

• Executive Leadership Transitioned PMO from Traditional Waterfall project methodology to Agile based project management maximizing velocity and delivering increased value in iterations• Responsible for the overall direction of 50+ analysts (shared services, projects and sales) executing projects across global supply chain for large Fortune 500 clients such as Google, VM ware, Microsoft, IBM, Amazon, Facebook and Comcast.

• Fostered Agile Transformation and Dev Ops culture with a focus on continuous improvement at all steps of the software development lifecycle.• Effectively managed scope, time and cost for agile projects to ensure successful delivery of project goals and objectives for a leading SaaS platform and managed services provider.

• Developed solutions to ensure compliance with HIPAA laws

• Developed protocols for IT security best practices that ensure PCI Compliance and the integrity of customer payment information.

• Defined the baseline service delivery SLA's and KPI methods and best practices to• Spearheaded big data and business intelligence programs to increase revenue, improve operational efficiency,business persons campaigns and effectively respond to market trends.

• Responsible for facilitation and approval of technical requirements and functional specifications based on the voice of the customer.• Led enterprise-wide initiatives across the full stack (DWH, CRM, IDM, Asset management, ERP etc.).

February 2012-January 2013

Senior Sales Manager

Director of Operations

Volt Design and Technical Services - Professional Managed Services


International Filter Manufacturing Corporation

⛯United States


•Oversaw day to day activities and implementation of systems and policies to effectively drive revenue growth via federal, state and local government contracts

•Managed cross-functional resources and functional project teams in mission-critical process-redesign projects to meet demand• Serve as liaison between IT departments and corporate leadership

• Successfully aligned business planning with financial goals (P&L) to gain an advantage for the organization.

• Deployed TPS and JIT manufacturing to continuously improve process and costs

• Applied lean and six sigma best practices and automation techniques to impact cost reduction, cost avoidance, process improvement, supply chain optimization, and quality assurance.

August 2007-February 2012

IT Program Manager


⛯United States


•Responsible for the management of IT programs focused on addressing advanced projects utilizing technology tosupport critical business systems and applications

•Effectively managed scope, time and cost for agile and waterfall projects to ensure successful delivery of project goalsand objectives

• Provided strategic planning for program and portfolio management with the goal of aligning skills and resources ofproject-based teams to successfully deliver projects within the PMO.

• Managed and delivered complex IPTV, OTT streaming, telecom, and fiber programs along with the management ofdigital eCommerce projects.

• Managed the scope, time, cost and overall coordination of digital transformation strategy and eCommerce programs.

• Provided strategic planning for program and portfolio management aligning skills and resources of agile project-basedteams to successfully deliver projects within the PMO

• Developed processes that increased customer satisfaction and lowered customer churn for 4 consecutive years.

August 2002-August 2007

Chief Executive Officer

☆Network Business Solutions
⛯United States


Owner and CEO of IT consulting firm specializing in providing telecommunications, networking and Information Technology Service Management for large enterprise clients.



Bachelor of Arts

Capella University

Minneapolis, Minnesota, United States


Bachelor of Arts Business AdministrationCapella UniversityMinneapolis, Minnesota3.8 GPA
• Business Administration


Associate of Science

Hamilton Technical College
Davenport, Iowa, United States


Associate of Science Electrical EngineeringHamilton Technical CollegeDavenport, Iowa3.7 GPA

•Electrical Engineerin


Cloud / DevOps Foundations: (LinkedIn Learning)

Network Operations Center


(SkillSoft)Service Now Administration and

ReportingAtlassian Technical Sales Professional


•Continuous Integration

•API's and Web Services

•Continuous Delivery

ITIL® v3 Foundations

SAFe ® Practitioner

Scrum MasterSkillsoft


English - Intermediate

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