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.
• 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.

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.
• 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.
• Implemented comprehensive application diagnostics and dashboards to better monitor application performance and drive toward optimal application availability.People Management Summary:

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.
• 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.
• 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.

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.
• 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.
• 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.

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.
• 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.
• 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.
• 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.

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.