Chad Windheim Email & Phone Number

East Rochester, Ny, Us

East Rochester, Ny, Us

• Authored influential articles for a global audience of over 170,000 customer contact professionals, utilizing data analysis to provide insights and trends in customer experience.• Delivered high-impact research and data-driven insights to enhance customer contact operations and drive industry best practices.• Featured works include "Advancing Small Businesses Through AI" (Jan 2024) and "CX Tech Automation" (Nov 2023).

Cranbury Township, Nj, Us

• Directed daily operations for IT and business service delivery, leading initiatives that improved SLA adherence by 20% through the implementation of ITSM aligned KPIs and data-driven decision-making.• Managed and optimized cross-functional teams, overseeing the full lifecycle of technology projects, from scope definition and resource allocation to risk management and project execution, ensuring alignment with business objectives.• Streamlined technical and business workflows, resulting in a 15% increase in team productivity and a 10% reduction in operational costs, directly contributing to enhanced client service delivery and overall business performance.• Led business process improvement initiatives, identifying inefficiencies and implementing strategic solutions that increased operational efficiency and supported company growth.• Collaborated with senior leadership to align IT strategies with broader business goals, ensuring that technological advancements supported the company's long-term objectives and market competitiveness.• Implemented robust performance monitoring systems, leveraging data analytics to provide actionable insights, optimize resource utilization, and improve decision-making across both IT and business operations.• Enhanced vendor management processes, negotiating more favorable terms and improving service quality contributing to better cost management and stronger business partnerships.

Tampa, Fl, Us

• Administer and maintain Microsoft 365 tenant environment.• Manage Azure AD, MFA, and RBAC for identity and access control.• Administer Exchange Online, including mailbox and email security.• Support SharePoint, OneDrive, and Teams for collaboration.• Implement security measures (DLP, encryption, compliance).• Monitor system performance and generate usage reports.• Oversee license management and user provisioning.• Plan and execute Microsoft 365 migrations and integrations.• Ensure backup and recovery for critical Microsoft 365 data.• Provide user support and technical training.• Automate administrative tasks using PowerShell.

Montreal, Quebec, Ca

• Managed enterprise-wide IT infrastructure, ensuring optimal performance and reliability through proactive monitoring and maintenance. • Led and executed IT projects such as system upgrades and network migrations, ensuring seamless integration and minimal operational disruption. • Performed in-depth data analysis to identify system performance trends, proactively addressing potential issues and optimizing resource utilization. • Developed and implemented disaster recovery plans, ensuring business continuity and data integrity through regular backups and failover testing. • Collaborated with cross-functional teams, including developers and network engineers, to design and deploy new systems, aligning IT solutions with organizational goals.

Us

•Provided advanced support for hardware, software, and network issues, ensuring security and minimizing downtime.•Enforced security protocols and compliance (GDPR, NIST), protecting data and optimizing performance.•Installed and maintained software and operating systems, integrating security measures like patch management and encryption.•Diagnosed and repaired hardware, improving system life, reducing downtime, and ensuring secure configurations.•Managed service desk tickets, resolving technical and security issues, improving support and user satisfaction.•Authored system documentation with security guidelines, improving support efficiency and standardization.

• Orchestrated the integration of business development strategies. • Developed and executed company-wide operational strategies that enhanced productivity and optimized resource allocation. • Led comprehensive market analysis and competitive assessments, informing strategic decisions. • Managed the overhaul of the company’s IT infrastructure, reducing downtime • Spearheaded the integration of ERP systems, enhancing data accuracy. operational data.• Directed cross-functional teams in developing new business opportunities. • Implemented robust cybersecurity measures. • Developed and executed IT strategies that supported business growth, including the deployment of scalable network solutions and cloud services. • Fostered relationships with key stakeholders and vendors, negotiating contracts. • Provided leadership in project management, ensuring timely delivery of IT and business development initiatives that aligned with company goals. • Conducted market research and competitive analysis to identify new opportunities. • Led the implementation of customer relationship management (CRM) systems, enhancing client engagement and improving sales tracking