Jack Bates Email & Phone Number

Cloud & IT Project Manager / Business Consultant● Google CCAI Program Manager for Tier 1 Telco● Helped stand up governance for one of the largest AI deals Google has sold to date● Authored original Customer Access Process Documentation● Created original Governance tracker that is still in use today, 3 years later● Managed Several Pods representing cross-functional workstreams● CCAI Voice Steering, NLU, and Spanish teams● Managed work across ATT and Google Teams leveraging various project management tools including Jira, Asana, Smartsheet, Google Buganizer, and Google Sheets.● Ran weekly maintenance of program management and release management systems and reports.● Ran daily standups for multiple teams● Ran weekly retrospectives● Migrated Spanish Pod way of working to align with the larger program standard ways of working including:● Developer Dialog Flow Agent workspaces migrating away from one agent shared by the whole teamBuganizer / Smartsheet work management migrating away from Asana● Release Management improvements from one update to individual updates for each ticket aligning with the rest of the program's way of publishing release notes● Tracking and managing various CCAI work tasks including● Dialog Flow CX Intent creation and enhancement via voice steering, NLU, and generative AI work.Reviewing customer requests for impact on overall containment of calls, while determining priority and validity of those requests.● Google Team’s access to customer systemsGoogle Customer Holiday Readiness● Holiday Readiness Review for Google GCP e-commerce customersGoogle PSO SLED (State, Local, and Education)● SOW Scope Author, Review & ApprovalAmos4Alameda City Council - IT Operations and Campaign Scheduler● Nationbuilder Operation Manager - raised over $10,000 via donation platform● Help Candidate stay on top of scheduled events, house parties, interviews, photoshoots

Los Angeles, California, Us

Built and lead a team of high performing project managers who changed the way SADAmanages GCP professional services projects● My GCP PMO delivered over $6M in professional services projects● Implemented a new change order process capturing an extra $500,000 in revenue in 2019 for outof scope work.● Built governance processes that provided ELT and finance teams with the budget visibility they needed to run successful FP&A.

Chicago, Illinois, Us

● Owned delivery of lift and shift workload migration from on-prem to GCP across multipleengagements worth ~$2-$5M● Owned delivery of GCP POC containerized application project that delivered the customertheir first fully working CI/CD Jenkins pipeline leveraging the customer's current functional andsecurity unit testing leveraging HashiCorp Vault for secrets management and Terraform forcloud infrastructure automation. Successful POC lead to multi-year ~1M consumption commitfor GCP

Coral Gables, Fl, Us

CSM Responsibilities Highlights:● Customer Retention and Renewals - Account portfolio > $5M MRR● Customer Advocacy● Identifying and qualifying new opportunities while working with customers throughout all stages of their customer journey from onboarding, regular quarterly reviews, and renewals.

San Jose, Ca, Us

● Manage customer escalation systems and workflows back to VMS Engineering Business Unit● Built customer support programs leveraging Cisco TAC/TS (Technical Services), CMS, and VMS developmentengineers

San Jose, Ca, Us

Lead cross functional DevOps and support teams to deliver on customer’s objectives enabling success as defined by the customer● Grew cloud usage from 500 instances in all accounts to ~10,000 instances, half of CIS global usage● Became the trusted advisor for top two paying customers, three of the top five● Successfully positioned end-to-end solutions by articulating complex technical visions to internal and external mid-level and senior customer executives.

Basking Ridge, Nj, Us

● Deliver world class service as the single point of contact for ecommerce and security client organizations up to and including CIO and EVPs by owning the business and operational relationship for all products and services in the client Verizon Portfolio including Cloud, IaaS, Application Management, Security, and other offerings● Gain Trusted Advisor status with client leadership through identifying and partnering with client influencers to uncover, prioritize and eliminate client pain points● Follow and improve SOP by integrating Verizon SOP with Client SOP through customized reporting, CAB participation and presentation for both client and Verizon CABs● Champion client best interests within Verizon – The Conscience Of Verizon● Own client issues and follow through to successful resolution including business, operational, financial escalations and credits● Review and improve KPIs for creating custom dashboards for regular operational review● Report on Verizon performance vs contracted service levels ● Manage Verizon deliverables from remote virtual teams and one off SMEs in a global support organization, product groups, sales, finance and engineering organizations

Zurich, Zurich, Ch

● Corporate Infrastructure role serving as intermediary between Corporate Infrastructure and Store Infrastructure Agile project teams and stores business units. ● Network and Storage infrastructure delivery around High Availability, SOA, Capacity Communication GIST - Estimate Costs, while crafting ITIL influenced business processes● Project Management delivery of the Infrastructure Network, Storage, Servers, Managing Budgets in Agile/Waterfall/ITIL environments.

Boise, Idaho, Us

BSA - Asset Management Process Gap Analysis, Documentation, Evaluation, Improvement. Identify technology gaps and take lead in acquisition of tools/infrastructure to fill those needs.PM - Implement improved processes, tools/infrastructure for Hitachi ITSS in support of Hitachi HDS

Boise, Idaho, Us

Successfully managed the 2nd Phase of a Stateful Firewall Migration and Protection. This major initiative has led to the protection of all PCI applications and major PII and SOX applications now behind Juniper Stateful Firewalls in three of Apple's major data centers. As a result, more than 1,100 systems are now protected according to PCI/PII/SOX standards.Quickly analyzed project goals and objectives to create a new weekly status report on newly identified KPIs that gave management new visibility in to a two year long project allowing for more efficient project resource allocation.Responsible for tracking change requests and service requests of the project.Developed program management reporting dashboard in MS Excel.Assist network engineers with coordination and administrative tasks (meetings, document preparation,...)

San Francisco, California, Us

Project lead, business analyst and project manager managing the full project lifecycle of multiple concurrent projects, examples include:• Initiated a new Incident Management and Incident Communication Plan project, negotiated executive sponsorship and managed the full project lifecycle to completion.• Migrated several larger UCSF departments (300+ PCs and 500+ users) to ISU’s desktop and server standards while creating, implementing and meeting ISU’s new SLA.• Managed desktop security project implementing client firewall settings and Encrypted VNC to over 1,000 Windows XP PCs.Improve department support tools and support strategies consistent with ITIL standards as a Business Analyst defining and documenting support processes and procedures for internal and external ISU business.

San Francisco, Ca, Us

Business Analyst and Project Manager for several parallel high profile projects, examples include:• Initiated and managed full project lifecycle of Help Star ITSM solution in to newly instituted Service Support and Delivery models. Created and populated enterprise CMDB. Documented Service Management and Delivery processes and used them to implement a measureable and reportable workflow within the new ITSM solution.• Streamlined processes by initiating and managing full project lifecycle of an executive calendar management CEO sponsored project. • Initiated and managed the full project lifecycle implementing digital forms that resulted in automating agency HR workflow.• Realized a 97% desktop deployment time savings by identifying a business need for Enhanced Desktop Imaging System, successfully negotiated project sponsorship, and managed full project lifecycle to completion.• Managed an IS infrastructure upgrade and expansion project eventually purchasing over $60,000 worth of equipment. Found significant cost savings through creative avenues of procurement including corporate grants and gifts from companies including Cisco, Dell, and Apple totaling a value of over $20,000.• Validated contractor deliverables for VOIP project leading to the successful cancelation of contract with the vendor due to breach of contract.Managed IT vendor relations, bill coding, and payment discrepancy issues as part of ongoing IT operations. Primary IT contact and project manager for all phone, voicemail, and computer move projects in concert with the Director of Facilities. Designated as proxy for contracted IT Manager when the manager was unable to attend meetings.

Napa, Ca, Us

Round Rock, Texas, Us

Managed a development team that created a custom CRM system to track, log, and analyze escalated customer support issues. This tool led to the creation of new metrics used to evaluate departmental job performance and had a direct impact on end of year reviews and wage evaluations for Dell employees. Promoted from Sr. Level One Computer Support Technician to Sr. Level Two Computer Support Technician after only six months of employment. Managed Dell’s Online Knowledge Base technical document editing and submission for Second Level Support Team.

Bachelor Of Liberal Arts, Philosophy, Business, Art, Japanese

Education record