Chad Windheim Email & Phone Number

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.
• 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.
• 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.

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.

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.