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Edward
(Ted) Kaiser
ted@thekaisers.org
ted.kaiser@sympatico.ca
416.516.4881
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Profile
An experienced
senior manager who has successfully navigated a prominent, national
organization through the storms of the IT, dot com and the non-profit
environments. Has provided leadership in meeting bottom-line business
objectives using skills of:
- harnessing
technology,
- negotiating
deals,
- managing
projects, and
- inspiring
people.
Frequently
first in Canadian non-profit sector to identify
and use new technologies.
- Launched
ground-breaking, award-winning websites in 1996, 2000,
and 2002
- Managed
and expanded call center operations in successive projects in each
of the past 5 years
- Deployed
powerful e-business technologies (including CRM, ecommerce, and workforce
optimization) to give organization competitive edge in many key business
activities
- Cultivated
partner and supplier relationships with leading technology providers
to secure free and deeply discounted products and services
- Motivated
group of high-skilled performers to achieve repeated operational and
project successes
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Professional
Technology
Management
- Web
Development and Production
Has led the development of award-winning websites:
| 2002 |
Relaunched
youth site by securing and managing pro bono relationship with
NineDots |
| 2002 |
Developed
comprehensive corporate site, launched with new youth site |
| 2000 |
Launched
Parent Help Line site, parentsinfo.sympatico.ca, with pro bono
support of Cossette Interactive, won Applied Arts Information/Education
Website Award |
| 1997 |
Created
and manage sophisticated corporate intranet featuring Borderware
Document Library, (first Canadian charity
customer) Active Server Page applications, and discussion forums |
| 1996 |
Launched
first national child and youth service
website, kidshelp.sympatico.ca, won 13 awards, including Charity
Village Webmaster Award |
- Call
Centre Operations
| 2002 |
Added
Blue Pumpkin Director Enterprise and Activity Manager for improved
call center workforce optimization |
| 2001 |
Added
MCK Branch Extender equipment and T1 circuit to support connectivity
of Montreal satellite call center to Toronto PBX and Symposium |
| 2000 |
Added
Computer Talk Glacier IVR and expanded call center to support
new Parent Help Line program, first Canadian
charity customer to use this technology |
| 1999 |
Replaced
aging equipment with Nortel Networks Option 11 PBX, Symposium
Call Centre Server, and Meridian M3904 telephones for Y2K compatibility |
- E-Business
Solutions
Has successfully integrated the following technologies into daily
business practices:
| 2002 |
Built
on Customer Relationship Management database by enabling internet-based
credit card transaction processing to further support the highest
level in customer service for monthly and other regular donors |
| 2001 |
Implemented
wide area network access from offices across Canada to corporate
Oracle and Microsoft SQL databases |
| 2001 |
Enabled
web-based ecommerce to support online donations |
Business
Management
- Strategy
| Budgeting |
Reduced
capital and operating costs year over year continuously while
increasing deliverables |
| Planning |
Successfully
put forward and won the approval of senior management and board
of directors for technology expansion plans which have positioned
Kids Help Phone at the leading edge of Canadian charities |
| Policy |
-
IT department delegation policy adopted as a model for the
whole organization
-
Created and implemented IT Policy framework for organization,
portions integrated within overall Human Resource Policy
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- Partnerships
| Canadian
Health Network |
Participated
in successful application to become part of consortium forming
the first Youth Affiliate of this national
health information website |
| Invest
in Kids Foundation |
Joined
with this prominent non-profit in creating Parent Help Line
website and Interactive Voice Response message library featuring
250 messages written by prominent Canadian child health and
behaviour experts |
- Suppliers
Have carefully selected and cultivated the following supplier relationships:
| Hewlett-Packard
Canada |
Secured
donation of 46 servers, PCs and notebooks worth over $125,000 |
| Artez
Interactive |
Gold
standard in online fundraising, Artez technology drives the
national, multimillion dollar Bell Walk for Kids fundraising
event, first charity to contract for
new E2RM product in 2002 |
| SofTrek
/ Ticketmaster IATS |
Leading
Oracle-based PledgeMaker donations database now includes internet-based
credit card processing pioneered by Ticketmaster and Kids Help
Phone, first customer to use the technology
and provided the only customer-based beta test site |
| Blue
Pumpkin |
Call
center operations use leading workforce optimization suite:
Director Enterprise used for scheduling; Kids Help Phone was
one of 3 first and only customer sites
to beta test new suite component Activity Manager, used for
agent activity reporting, payroll integration and adherence
management |
| NineDots |
Leading
international developer designed and built new youth site within
the context of a pro bono supplier relationship |
Project
Management
- 2002
Bell Walk for Kids
Managed all IT aspects of highly complex fundraising project for first
annual event which takes place in over 20 locations in Canada, including
2 separate but integrated web development subprojects, an IVR/transcript
subproject, and internal database subproject
- 2000
Parent Help Line
Managed all IT aspects of highly complex service project involving
numerous suppliers and partners towards the simultaneous launch of
a new call center, new IVR message library, and new website in both
English and French versions, another first
in the Canadian charity sector
- 1998
Violence Prevention Videos
Created and managed innovative project to create unique online video
tutorials in conflict resolution for youth featuring video sequences
developed, scripted, filmed, and edited for publication to the web
- 1996
Website Launch - kidshelp.sympatico.ca
Participated in multi-company task force including Bell Canada, Medialinx
Interactive and BBDO in the launch and marketing of Kids Help Phone's
first national youth service, award-winning
website
Human
Resource Management
- Hire
Established first IT department in 1998, released
middle managers, created new technical positions, hired young graduates
- Retain
Despite low salaries of non-profit sector, have retained systems support
specialist for 3+ years, Oracle programmer/analyst for 2+ years, and
web/print designer for 2+ years
- Motivate
Provided training for systems support specialist towards A+ certification,
provided training for Oracle P/A towards OCP certification, have led
department to repeated successes despite small size, annual employee
satisfaction survey shows high ratings among IT staff
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Recent
Career
- 1998
- 2002
Vice President, Information Technology
Kids Help Phone, Toronto
- 1999
- 2002
Founding Chair of the Board of Directors (volunteer position)
Toronto Men's Health Network
- 1995
- 1998
Webmaster
Kids Help Phone, Toronto
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Previous
Career
- 1990
- 1995
Youth Counsellor
Kids Help Phone, Toronto
- 1987
- 1989
Federal Parole Halfway House Counsellor
Operation Springboard, Toronto
- 1985
- 1986
Special Education Non-Teaching Assistant
Frontenac County Board of Education, Kingston
- 1985
Youth Group Coordinator
Native Counselling Services of Alberta & Alberta Alcohol and Drug
Abuse Commission, Grande Cache
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Education
- 2002
Fundamentals of Project Management
Ryerson University, Toronto, Ontario
- 1986
- 1990
Bachelor of Applied Arts (Social Work)
Ryerson University, Toronto, Ontario
- 1981
- 1983
Completed two years of Engineering degree
Royal Military College, Kingston, Ontario
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Personal
- Member,
Project Management Institute
- Bilingual
in English as a first language and French as second
- National
Association of Underwater Instructors, scuba diver
- Enthusiastic
and always learning parent of Angus and Cameron, born in 1992 and
1997 respectively
- Own
every single issue of WIRED magazine ever published
- Currently
playing: Neverwinter Nights, Unreal Tournament 2003
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