James Froio Email & Phone Number

Ventura, California, United States

West Barnstable, MA

Mansfield, Massachusetts

• Responsible for managing all operational teams including Network Operations Center (NOC), Service Desk, project engineers and network administrators. Management of all client projects executed via project team. Member.
• Instituted operational improvements to raise customer satisfaction scores from low 70s to a consistent mid-90’s within one year of joining Spade.
• Reorganized operational teams to greatly improve culture and operational efficiencies.
• Successfully managed projects for over fifty SMB clients ensuring projects were executed on time and within the timeframes allocated.
• Removed ‘silos’ between teams to facilitate technical teams working as a cohesive unit and a common goal.
• Implemented a formal Service Improvement Process (SIP) that successfully improved relationships with clients in danger of terminating services.

Holliston, MA

• Founded, supervised and participated on a ‘Rapid Response Team’ (RRT), a diverse, cross-functional, world-wide team comprised of onshore and offshore L4 level engineers across a wide variety of popular technologies..
• Participated as a senior member of a customer satisfaction ‘SWAT’ team that successfully increased customer satisfaction (CSAT) scores by 15% (80% to 95%).
• Led team on ITIL-based change management efforts to implement ‘Zero Operational Error Framework (ZOEF)’. This formalized change management initiative led to a significant reduction in costly failed changes internally.

Holliston, MA

• Headed team of automation engineers on a formal project to reduce full time engineering (FTE) requirements across all technology towers. FTE requirements were reduced by 20%, 5% more than mandated by senior management.
• Managed and participated as a member of a world-wide team of Microsoft L3 support engineers.
• Led efforts in developing best practices for Windows server ‘hardening’ (security) for SOC2 and other compliancy audits.
• Executed the migration of the critical Global Shared Services Center (GSSC) Active Directory and Exchange environments to supported Windows Server and Exchange Server versions.

Holliston, MA

• Designed and deployed Windows Server, Active Directory, Exchange, SQL and other Microsoft solutions for professional services customers (onsite engagements).
• Deployed backup and anti-virus solutions from various vendors.
• Escalation resource for all Microsoft operating systems and applications including Exchange, SQL, ISA server, SharePoint, MOM/SCOM.

Holliston, MA

• Designed and deployed Windows Server, Active Directory, Exchange, SQL and other Microsoft solutions for professional services customers (onsite engagements).
• Developed custom scripts for customers to facilitate migrations, upgrades, reporting and other activities.
• Deployed to customer sites to address major outages.

Boston

• Developed and managed the Y2K upgrade project for all 165 NT 4.0 branch servers in the field agencies.
• Authored custom scripts to automate many of the upgrade processes to meet Y2K compliancy.
• Completed project six weeks ahead of schedule and significantly under budget.

Norwood, MA

• Worked for ADI for 10+ years. Initially hired to handle all IBM mainframe operating system internals issues. Functions I performed during my time working on the mainframes included:
• Executed all operating system maintenance and system software upgrades.
• Troubleshooting any issues related to the operating systems and related OS-level applications.
• Business Continuity Planning (BCP) - As part of this responsibility I innovated the ‘1-Pack rescue system’ process. This methodology significantly simplified and reduced the complexity of BCP and also resulted in.
• Developed numerous utilities to optimize operations including an assembler language program that replaced a heavily used existing utility to transfer files between disparate systems. My proprietary version of the file.
• Responsible for the initial deployment of desktop PCs in the estate. The PCs were deployed by having the team go out with a large quantity of floppy disks and install the TCP/IP stack, terminal emulators, anti-virus.

Worcester, MA

Authored assembler language life insurance applications. Later joined the IBM mainframe systems team where I authored a number of utilities to enhance our operations. Also responsible for all DASD (storage) and printer subsystems.