Dexter Joyner Email & Phone Number

Washington, Dc, Us

Austin, Texas, Us

● Managed customer escalations while achieving high levels of customer satisfaction while working closely with executive and other senior leadership to drive customer escalations and work to mitigate similar issues from escalating in the future. ● Closely collaborated with other leaders from success management, sales, security services and other business verticals to advocate for the customer and produce positive outcomes.● Led and scale a team of regional Escalation Managers to achieve customer escalation objectives and goals supporting the organizational vision and mission● Managed and directed the team to drive customer escalations and reduce escalation volume through proactive engagement with the regional support teams, engineering operations and product management● Facilitated internal and external communication for executive-level customer escalations while assisting in the development of an annual business plan to incorporate support escalations best practices to meet market and company demand

Atlanta, Ga, Us

● Created and managed the production of a wide range of internal and external communications focused on business strategy and team member engagement on behalf of senior business leaders● Coordinated highly critical and time-sensitive technical issues, ensuring restoration activities are carried out with urgency● Chaired executive and technical discussions across multiple geographic areas and functional groups● Created, reviewed and approved business level communication related to critical business infrastructure status to stakeholders and leadership acting as liaise point for critical infrastructure IT issues● Led and manage resolution teams globally across various business groups and IT disciplines

London, Gb

● Chaired executive and technical discussions across multiple geographic areas and functional groupsDirected incident management support teams globally with an emphasis on service improvement.● Manage and directed all executive level and technical critical communications.● Led and manage resolution teams globally across various business groups and IT disciplines● Managed a global team of Incident Recovery Specialist to identify risk and manage actions to mitigate that risk● Managed Incident Control Review sessions and participate in Change Advisory Board sessions, to perform post mortem incident analysis as well as evaluate critical success factors and shortcomings.

Atlanta, Georgia, Us

Rubicon Global is North America’s leading provider of sustainable, cloud-based waste and recycling solutions. Through Rubicon Global’s innovative platform, companies can reduce operating expenses, divert waste from landfills, track key metrics and work towards long-term sustainability goals.During my time at Rubicon Global I led the planning and management of the company's server and storage systems transitioning from physical to cloud based Microsoft Azure based environment saving over thousands in operating expenses. Additionally, I assisted with reorganizing the Technical Services team to improve service levels and incorporated 3rd party vendor support increasing overall performance. I also oversaw the management of service desk activities and establishes change management and help desk solutions and policies. I was tasked with creating and implementing an end-user security policy and build out disaster recovery procedures. • Implemented changes resulting in over $200K in operating expense savings in the first year.• Successfully managed IVR phone system vendor selection process as well as implementation and documentation phrase of well as telephone system and manages company-wide upgrade efforts• Effectively prepared and presented IT level projects to the board of directors and business stakeholders• Planned and managed a technology budget of up to $1.7 million annually.• Managed IT vendor relationships, negotiated related contracts and assisted in annual IT business plan and budget reflective of corporate and business unit initiatives.

Washington, Dc, Us

• Facilitated all IT training for all Southeast region employees. Provide new hire orientation training and create all training materials• Accountable for identifying staff and process deficiencies, and discuss strategies to improve operations while mentoring staff through our performance reviews and assist in resolving staff weaknesses and expanding strength• As a Project leader on several high level projects, I coordinate or participated in IT Project Kick offs / Discussions, Discovery sessions• Functioned as Incident Manager, Problem Manager and Change manager facilitating meetings to address change and incident inefficiencies, identifying risk in an effort to avoid potential business impact.• Accepted and reviewed Requests for Change (RFC) submitted by multiple business units and ensured strict adherence to established process and procedures for audit compliance• Updated and developed processes and procedures that resulted in over 90% SLA compliance and efficient incident / task management• Managed IT infrastructure including Network LAN, WAN, Data Centers, Disaster Recovery facilities, telecommunications, various third party applications including Internal reporting, database management and IT help desk.• Negotiated with and selected vendors for Telecommunications and Information Technology products, systems, and services. Managed vendor performance after implementation.

Telecommunications And Information Technolgy, Computer Science

Bachelor'S Degree, Computer Systems Networking And Telecommunications

Education record