Frank Wallace
About Frank Wallace
Frank Wallace is a Global Senior IT Service Manager with extensive experience in technology customer services. He has a proven track record of improving customer satisfaction and reducing operating expenses through effective management and strategic initiatives.
Work at Stepan Company
Frank Wallace has been serving as the Global Senior IT Service Manager at Stepan Company since 2020. In this role, he focuses on overseeing IT service management strategies and ensuring effective support for global operations. His responsibilities include managing IT service delivery and enhancing user experience across the organization.
Previous Experience at CWT
Before joining Stepan Company, Frank Wallace worked at CWT as the Senior Director of Technology Customer Services from 2003 to 2019. During his 16 years in this position, he operated in the Greater Chicago Area and led initiatives that significantly improved customer satisfaction scores, elevating them from 65% to 85% by globalizing and centralizing End User Support teams.
Career Background in IT Management
Frank Wallace has a diverse background in IT management, having held several key positions prior to his current role. He worked at BMO Harris Bank from 1994 to 2000 as an Information Technology Manager, followed by a position at DLA Piper from 2000 to 2003. He briefly served as an Information Technology Manager at Pactiv, LLC in 2000.
Education and Expertise
Frank Wallace earned a Bachelor of Science degree in Computer Information Systems from DeVry University. His educational background has equipped him with the necessary skills and knowledge to excel in IT service management and technology operations.
Achievements in IT Service Management
Throughout his career, Frank Wallace has achieved notable improvements in IT service management. He successfully reduced operating expenses by 30% through the re-organization of End User Support teams. Additionally, he developed a multi-year plan for the Windows migration project, converting 55% of global users from Windows 7 to Windows 10 in the first year, which improved overall performance by 30%.