Dennis James Email & Phone Number

Irvine, California, Us

Irvine, California, Us

Responsible for developing and growing the service desk and support functions across the globe. Implementing enterprise-level incident, problem and change management in addition to all other elements of IT Service Support and Delivery. Planning, designing, and analyzing the organization’s help desk function according to best practices, while ensuring high levels of customer service quality and availability. Developing, implementing, and overseeing policies and procedures to ensure consistent service levels and quick resolutions.Additionally, responsible for the company's overall technology asset inventories, end user technology budgets, vendor management, hiring and managing an effective global IT help desk team; bringing together global support teams in the U.S., EMEA & APAC into a single operating model.Major Contributions/Projects: • Created, proved out and socialized global Audio Visual standards for 18 global offices and managed AV partners to implement (ongoing)• Led technology planning and deployments for global office builds in Australia, Germany, UK, US, Czech Republic, Ukraine, Singapore, Canada, UAE, France & Japan to accommodate company’s hyper-growth plans• Hired and developed help desk staff in EMEA and APAC to expand global end user services and implement a follow the sun support model.• Established 3rd party partnerships in all markets to streamline and standardize technology procurement, provisioning and cost control.• Identified and implemented user onboarding process improvements to better allow for the rapid scalability needs of a hyper-growth company.• Developed help desk SLAs driving value for the business units; track and present those SLAs monthly to executive leadership.

Chicago, Il, Us

Directed and supported the operations of business-critical application portfolios for one of the world's largest airlines, with strategic focuses on application performance management, service level improvement/incident reduction, and employee service excellence. Major Contributions/Projects: • Developed formal application scoring process and scorecard, which is being used to track and drive application service level improvement from a basic monitored level to a fully managed level.• Partnered with BPO technology teams in India and Philippines to continuously improve application delivery (availability and reliability).• Defined and institutionalized a formal application support on-boarding process to ensure the successful turnover and operationalization of support activities.• Drove down incident count and MTTR for all applications within the airline's reservations center, financial systems and airport operations portfolios, having a direct impact on flight on-time performance and customer service.• Implemented comprehensive application diagnostics and dashboards to better monitor application performance and drive toward optimal application availability.People Management Summary:• Direct management of 4 local team managers/leads (Texas, USA).• Indirect management of 20+ employee and contract resources.

Chicago, Illinois, Us

Lead global operations and strategy development to facilitate and improve technical support, quality control, audit, contingency planning, and production application support functions across 4 continents (North & South America, Europe & Asia). Oversaw global technology support management team, systems availability, performance reporting, and project delivery for a worldwide supply chain organization. Developed and implemented global processes and process improvements for all responsible areas. Negotiated vendor contracts and managed vendor relationships. Developed and managed annual operating budgets of over US$5M. Major Contributions/Projects: • Spearheaded support/development team operations in the deployment of a key system for the company’s largest account, McDonald’s, across 14K+ locations, resulting in system-wide savings in excess of US$50M per year.• Slashed help desk ticket volume by 34% in 2011 by overhauling and improving organizational change management processes. • Directed all phases of infrastructure (desktop, network, server, etc.) technology planning for office relocations/expansions/launches in Japan, Singapore, Germany, the United Kingdom, Argentina and Hong Kong, achieving all project requirements, on average, 10 days ahead of schedule and 7% under budget. • Planned and lead the successful deployment of Windows 7 and Mac OS to all end user computers worldwide (1,000+ devices) within 5 months.• Selected as a leader of the Cultural Diversity team to promote employee diversity initiatives. • Earned the IT Evolution Award for improving value and transparency to the overall business.People Management Summary:• Direct management of 5 local team managers/leads (Illinois, USA) and 5 remote/regional team leads (Japan, Singapore, Germany, UK, Argentina)• Indirect management of 100+ employee and contract resources, globally.

Chicago, Illinois, Us

Commanded global end user device operations to ensure optimal performance of hardware, software and application needs for users worldwide including employees, contractors, customers and vendors. Oversaw a direct, global staff of 15 and managed a remote team of 20+ consultants based in India. Major Contributions/Projects: • Drove a large-scale companywide mobile computing initiative to successful completion. • Ensured continuous monitoring and support of production systems by maximizing resource availability, such as introducing a “follow-the-sun” global workflow model for help desk/desktop support staff, spanning the North & South America, Europe, and Asia. • Lead the on-boarding/transfer of the HAVI GS European organization after company acquisition and business consolidation.• Managed the deployment of VOIP technology to all US-based offices.• Recognized with IT Evolution Awards for developing an innovative global support strategy and for leading a cutting-edge global mobile computing initiative. • Won a Global Team Player Award for demonstrated dedication to the advancement of a global, collaborative organization.People Management Summary:• Direct management of 15 local and regional team members (USA, Japan, Singapore, Germany, UK ) and 20 contractors in India.

Chicago, Illinois, Us

Following prescribed ITIL methodologies, led technical support team comprised of 10 on-site team members and 60+ overseas resources to ensure delivery of 24x7 end user support. Implemented and evaluated metrics to deliver continuous improvement. Monitored compliance with service level agreements. Monitored, assessed and resolved escalated incidents and problems. Major Contributions/Projects: • Cut help desk call abandon rates 16%+ to less than 2% within a year. • Lead the successful transition of a large-scale production application/system (including staff) from customer-managed to internally-managed, with no adverse business impact.• Maximized employee retention by creating and launching a formal staff development program. • Recognized for exemplary leadership skills with the company’s prestigious President’s Award.People Management Summary:• Direct management of 10 - 12 local team members (Illinois, USA).

Chicago, Illinois, Us

Assisted in the management and direction of the US-based help desk/call center staff, ensuring continuous support of all client hardware and software for 500 internal employees. Supported the network/connectivity and applications for external McDonald's system and other customer employees, partners, and vendors. Planned and implemented basic employee technology training programs. Assumed manager role in absence of manager deployed to active duty due to 9/11.​People Management Summary:• Leadership and supervision of 10 local team members (Illinois, USA).

Managed IT analyst staff, supporting the hardware and software needs of internal employees, as well as the data processing needs of a nationwide financial institution. Served as LAN/WAN Administrator under Windows NT and Novell network environments for an administrative center and 20 nationwide branch locations, successfully managing all Y2K readiness tasks without incident. Coordinated and lead the deployment of a nationwide network of 200+ ATMs, requiring nearly one entire year of continuous US travel. Lead the technology design and implementation for the company's administrative office rebuild/expansion. Managed the creation and introduction of the credit union's website and online banking platforms.People Management Summary:• Direct management of 8 local team members (Illinois, USA).

First true IT role after transition from Marketing. Provided all levels of hardware and software support to 150 internal employees in 18 financial institution offices nationwide. Produced financial and technology compliance reports for leadership. Lead and executed the upgrade of 300+ client workstations from Windows 3.0 to Windows 95.

Designed and produced all company marketing materials. Served as primary liaison to all credit union sponsor company representatives, presenting all credit union products, services and promotions according to marketing plan/calendar. Provided Mac OS and hardware client support to internal marketing department. Assisted in the research and development of all new products and services. Planned employee training sessions and events.

Us

The News-SunResponsible for the negotiation, sale and placement of automotive and real estate advertising for a suburban-Chicago daily newspaper, achieving approximately 10% increase in gross advertising sales year over year. Planned and implemented advertising campaigns to assist clients with increased visibility and sales. Utilized desktop publishing skills to design advertisements for existing and potential new clients.