Jack Starnes Email & Phone Number

Dallas, Tx, Us

In my role as Customer Solutions Lead, I am responsible for overseeing and shepherding new customer during onboarding to signing.Maintaining relationships with customer leadership during the initial launch through full implementation.Working with the appropriate teams to prioritize customer contracted development requests and initiatives.Regular assessments of customer environment health reports and support issues.Manage customer communication and documentation for high severity issues and executive level communications.Review daily, weekly, and monthly deployed products and features to ensure all are fully functioning.

Duluth, Georgia, Us

Financial Services/Life Insurance• Life Agent• SIE• Series 6• Series 63

Lake Oswego, Us

Team Leadership, Contact Center Operations, Project Management, Task and Resource Prioritization, Attention to Detail, Training, Vendor Management, KPIs, Metrics, Employee Development, Cross-Functional Team Collaboration.

Salt Lake City, Ut, Us

In my role as a key IT and systems manager, I was responsible for overseeing various aspects of system integration, vendor management, and project execution. My responsibilities and achievements included: 1. System and Vendor Support: Acted as an escalation point for system and vendor support issues, utilizing my expert problem-solving skills to address and resolve complex technical challenges. 2. Management of New Store Build-Outs: Managed multiple new store build-out projects, demonstrating strong project management abilities and meticulous attention to detail. This included overseeing the IT aspect of 26 new store construction builds and openings. 3. Retail System Integration Projects: Oversaw retail system integration projects, ensuring smooth integration of new systems with existing retail environments. This role required a strategic approach to system compatibility and seamless operational continuity. 4. Development and Implementation of SLA Guidelines: Developed and implemented SLA (Service Level Agreement) guidelines, processes, and systems for consistent, high-quality support. This ensured that our support services were reliable and met the required standards. 5. Dynamic Digital Menu Boards Implementation: Implemented and supported Dynamic Digital Menu Boards, enhancing customer experience and operational efficiency. 6. Mobile Ordering Project Leadership: Led the Mobile Ordering project, providing continual support for a seamless user experience. 7. Compliance with SOX and PCI Standards: Ensured SOX (Sarbanes-Oxley Act) and PCI (Payment Card Industry) compliance in all relevant operations, adhering to industry regulations and standards.Overall, my role involved a combination of technical expertise, strategic project management, team training, and ensuring compliance with industry standards. My contributions were key in enhancing IT operations, improving customer experience, and maintaining high service quality standards.

Addison, Texas, Us

In my role as a key IT support manager, I was tasked with overseeing support operations for a large network of restaurants, managing both internal and external support desks, and franchisee relations. My responsibilities and achievements included: 1. Escalation Point Management: Acted as the primary escalation point for internal and external support desks and franchisees, ensuring prompt and effective resolution of critical issues. This role required quick problem-solving skills and effective communication. 2. Oversight of Restaurant Support: Oversaw support for over 1500 restaurants, managing both corporate and vendor support desks. This involved coordinating a large, diverse team to ensure consistent and high-quality support across the network. 3. Project Management for System Rollouts: Managed system rollouts and company-wide pricing updates as a Project Manager. This included overseeing all stages from requirements gathering to execution and post-implementation evaluation. 4. Development of Support Standards and Processes: Developed and implemented standards, processes, and systems for high-quality, consistent support. Achieved significant cost reduction through a 30% reduction in yearly support costs while meeting SLA (Service Level Agreement) goals. 5. Workload and Resource Management: Effectively prioritized workloads and managed resources by proactively reviewing ticket queues, ensuring efficient and timely resolution of support issues. 6. Recognition for Customer Service Excellence: Earned repeated commendations in yearly franchise satisfaction surveys, reflecting exceptional customer service and support provided to franchisees.Overall, my role required a combination of technical expertise, strategic project management, effective team leadership, and a focus on continuous improvement. My contributions were crucial in enhancing IT support operations, improving customer service, and driving cost efficiencies.

In my role as the Manager of the Network Operations Center (NOC), I was responsible for overseeing the continuous operation and support of our network infrastructure. My key responsibilities and achievements included: 1. NOC Management for Continuous Monitoring: Managed the Network Operations Center, providing 24/7 x 365 operational oversight. This included continuous network monitoring and support, ensuring the network's reliability and performance. 2. User Engagement for IT Needs: Actively engaged with end users to understand their IT needs, enhancing overall satisfaction with IT solutions and services. This user-centric approach helped tailor our services to meet specific requirements and preferences. 3. Supervision of Server Support and Dispatch: Supervised enterprise server support technician dispatch, effectively coordinating responses to server issues. This ensured peak server performance and minimized any potential disruptions to operations. 4. Delivery of Top-Tier Customer Service: Provided immediate support for network outages and service-affecting events. My focus was on ensuring prompt and efficient issue resolution, thereby maintaining high levels of customer service. 5. System Monitoring and Analysis: Monitored and analyzed business systems to maintain productivity, quickly address issues, and prevent downtime. This proactive approach was key in ensuring operational stability and efficiency.Overall, my role required a strategic blend of technical expertise, user engagement, process development, and proactive system management. My contributions were crucial in maintaining the high performance and reliability of the network infrastructure, ensuring user satisfaction and operational efficiency.

Houston, Texas, Us

In this role, I supported operations for multiple restaurant concepts with multiple food and bar menus., providing Aloha and POSitouch POS management, while overseeing NCR Command Center-remote support interface.• Managed inbound support calls from initiation to resolution, ensuring SLAs for support calls were consistently met.• Monitored staff and client interaction, coaching to deliver best in class customer service.• Evaluated team performance, defined improvement plans, and prescribed corrective action.• Performed quality checks and reviewed work orders using Track-It!.• Provided company-wide support as BevNet Manager, Active Directory Admin, KDS (QSR) support, and HotSchedules support.• Trained POS menu programmers and helpdesk team.• Led teams to improve processes and standardize workflows and performance standards.• Served as escalation point for on-call support.• Delivered remote support via Command Center, TeamViewer, and LogMeIn.• Performed network support and troubleshooting.

As the Systems Support Supervisor, I provided Aloha POS support and managed technical support calls from initiation to resolution using HEAT, delivering tech support for 200+ restaurants, including 1.5k+ terminals and computers for 1600 users.• Led as Project Manager for new restaurant openings, overseeing installation and configuration of all POS related equipment (FoH and BoH) and managing vendors before and after turnover.• Supported Online Ordering (Snapfinger) and EDC credit card system.• Oversaw Change Management, improving processes and workflows, developing and implementing performance standards.• Trained team members and end users in systems and technology use.• Conducted network support and troubleshooting to resolve issues, reduce outages, and ensure functionality.• Participated in the on-call support rotation.

Washington, Dc, Us

• Database Manager for Pacific Fleet NTCSA• Supervised other members of fleet, ensuring validity of input• Responsible for training & dissemination of directions to all members of team• Managed on average 15-20 junior members Honorable Discharge