Robert L. Hays

Woodland Hills, CA†††††††††††††††††††††††††††††††††††††††††††††††††††† H: 818.715.0806††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††† C: 818.836.0509



Information Technology leader with over a decade of management experience in software architecture and development




Software Development Management – Enterprise Architecture – Strategy / Planning Project and Team LeadershipBudget and Financial Management Vendor Relationship / Contract Management – Regulatory Compliance – Software Development Process Mapping/Design/Optimization – RFPs – Vendor Selection Certified Scrummaster Presentations / Public Speaking Java, Python, PHP,


Professional Experience


DIRECTV (the newest member of the AT&T family), El Segundo, California††††††††††††† 2010 – present

Director, CRM Systems, 2013 - present

Responsible for a team of 5 employees and 50 – 150 on- and off-shore partner team members. Accountable for Salesforce solutions, used by over 40,000 call center agents, and for Java- and Jacada-based residential sales solution used by over 3000 agents, spread across the US, Central America and the Philippines.


       Reduced average handle time for pilot commercial care agents by 4 seconds

       Implemented an account management system in half the budgeted time

       Implemented DevOps for two Salesforce orgs, reducing time-to-market and improving quality

       Transformed the development approach for packaged applications at DIRECTV. Introduced Conference Room Pilots, trained IT and business staff in Salesforce, and converted Business Analyst role to analyst/configurator for packaged applications; this significantly reduced customization and reduced time-to-market for Salesforce solutions


Sr. Manager, CRM Systems, 2012 – 2013

Managed a 19 person development team, including 15 off-shore, delivering the residential sales solution for call center agents, using Ant, Hudson, Subversion, Java, Servlets, Eclipse, Oracle.


       Participated in design of cache for interface to Salesforce to reduce downtime; system was up 99.998% in 2015

       Reduced open production defects from over 140 to less than 15 in less than one year

       Cut average handle time of calls by agents by over 20 seconds and agent training time to 3 Ĺ-day sessions


Sr. Manager, Enterprise Offers, 2010 - 2012

Created and managed a 7 person development team that customized the Comergent e-commerce engine for enterprise-wide offer management.


       Created Java team; utilized agile approaches to improve teamwork and morale

       Created and taught class on working with legacy Java software, resulted in improved performance and implementation speed and quality

       Used static code analysis to identify opportunities for refactoring

       Improved performance of the Offers system by over 50%; created strategy for development performance testing to reduce last-minute performance issues; managed cross-functional team to work on performance issues

       Moved software build to shared continuous environment based on Hudson to reduce downtime for developers during builds and support development smoke testing

       Implemented FITness testing framework, which reduced errors found in production by 25%

CLASSMATES.COM, Woodland Hills, California†††††††††††††††††††††††††††††††††††††††††††††††††††††††††††† 2008 – 2009

Software Development Manager

Managed a 9 member development team, consisting of both software engineering and quality assurance roles, using Bugzilla, Confluence, Eclipse, Endeca, Java, JavaScript, Jira, MediaWiki, Perl, Resin, SharePoint, Splunk, Spring 2 and Subversion.


       Added to corporate top line by significantly improving run-time performance of our best-returning ad, resulting in an increase of over 100% in that adís revenue

       Integrated team with company by improving communications and moved team to the Scrum development process, resulting in improved delivery metrics for those parts of the solution

       Improved agility by changing source code control branching approach which reduced the time to repair and deploy fixes to production by one week on average

       Increased quality through improved testing approaches and end-to-end traceability of requirements, reducing serious bugs found in production by 80%


ABN AMRO SERVICES COMPANY (LaSalle Bank), Chicago, Illinois†††††††††††††††††††††††††††† 1997 – 2007

First Vice President, Manager, Enterprise Architecture North America, 2003 - 2007

Managed eight-member IT Enterprise Architecture team for the North American region.


       Developed and implemented strategy for enterprise architecture consisting of principles, reference architectures and glossaries and taxonomies

       Defined common roadmap content, performed security architecture, defined and developed reference architectures

       Developed enterprise-level architectures including J2EE, Business Objects and Oracle

       Improved project delivery by creating an architecture governance process integrated with the global ITIL (Information Technology Infrastructure Library) change management process

       Created IT policies and standards, and improved processing exceptions to corporate policies and standards and added reference architectures as part of standards to provide implementation direction, improving project delivery and regulatory compliance

       Led team for proposals to the CIOs and COOs for global application rationalization


Architect and Development Manager, 2000 - 2003

Designed and developed novel integration solution based on SOAP (Simple Object Access Protocol)


       Development Manager for a team of six developers, two quality assurance and testing engineers, two information management specialists, one graphic artist, and two support staff, with a budget of $1.4MM USD with signing authority to $15,000 USD

       Created and used agile processes internally and for six off-shore development efforts in India and Russia

       Developed a spin-off company, Neogration, Inc., which sold this solution; patent applied for this software

       Created RFPs and participated in vendor negotiations with MySQL, an open source database supplier, and Majoris, a mid-size Indian offshoring company, valued over $200,000


Senior Programmer / Analyst, 1997 - 2000

Developed and supported interest rate derivative trading tools using SunGard Infinity library, C++, and backoffice tools using JPython, Python and TCL


       Led team that built a data warehouse transformation and load tool using Java and JPython; solution was built within budget and time constraints and was proven to be scalable

       Developed interest rate derivatives trading tools using C++, CORBA, Java, Python and TCL


G-BAR LIMITED PARTNERSHIP, Chicago, Illinois††††††††††††††† †††††††††††††††††††††††††††††††††††††1994 - 1997

Senior Programmer/Analyst


       Developed software that found hedge spreads for arbitrage trades and identified unmatched trades with the clearing corporation; developed general front and back office software

       Managed UNIX systems and a Telekurs ticker data feed system




Bachelor of Science, Mathematics, George Mason University, Fairfax, Virginia


Professional Affiliations


Member, former President, WLE Toastmasters Club, 2011 – present

Member, Finance Toastmasters Club, 2011 - present

Member, MacValley Users Group, 2008 - 2013

Member, Association for Computing Machinery, 2007 – present


Professional Training


Certificate in IT Business Leadership, NYU School of Professional Studies, 2015

Scrum Master training, Danube Technologies, Inc., 2009

Leadership Development Program, ABN AMRO, 2005

Leadership Development Program, Center for Creative Leadership, 2002


Additional Relevant Information


Managed a command, control, communications and intelligence system for the Royal Saudi Naval Forces.Worked for a software product company for three years.Performed real-time programming in a high-energy physics research laboratory for six years.