Jameson Ford Email & Phone Number

Aurora, Il, Us

●Ensure that Services resources are optimally utilized to meet the firm's objectives, including onshore, offshore, and nearshore teams.●Have strong written and verbal communication skills to effectively communicate with executive level leadership.●Using Salesforce to track all pipeline activity to ensure delivery staffing is prepared for deal closures.●Ensure appropriate staffing for all Services projects to meet customer timelines and project requirements.●Recommend and participate in talent acquisition/resource hiring and performance-based decisions.●Develop department playbooks.●Oversee staff management, including hiring/recruiting, training, onboarding, evaluation, promotion, and termination.●Mentor, train, and coach team members to achieve success via multiple methods such as one on one coaching.●Collaborate with the COO and key stakeholders to prioritize projects based on predefined criteria.●Maximize margins through effective global resource allocation.●Develop a long-term training program for all resources.●Build relationships with contracting firms and leveraged contractors strategically.●Maintain an up-to-date and accurate consulting schedule with projections.●Document and posted all internal and customer-facing processes for consultants.●Participate in business planning and acquisition integrations.●Lead the continuous improvement of project processes and Standard Operating Procedures (SOPs).●Conduct performance reviews and salary updates for the delivery team.●Foster relationships with additional service revenue streams and vendors.●Develop and report on KPIs, SLAs, OKRs, and metrics achievements.●Take part in all Sales Ops work and provide customer-satisfaction driven results.●Provide proactive leadership in service quality improvement.●Promote strong working relationships among staff.●Analyze and establish operational processes and escalation procedures.●Identify opportunities for service delivery improvements.

Lombard, Illinois, United States

Greater Chicago Area

Lead, develop and coach a team of application consultants, hosting system administrators and client support staff, working in a 24 x 7 environment, across multiple offices and remote locations, focused on providing outstanding incident response, meant time to delivery and meantime to resolution, with above and beyond customer service.Provide proactive leadership in the area of service quality improvement utilizing root cause analysis, corrective action plans, and continuous process improvement techniques.Staff management, including shift management, hiring, training, evaluation, promotion, and termination of technical and operational staff.Work with clients, remotely and onsite as necessary, to build rapport, engage in sales activities, handle escalations, or other reasons as necessary.Periodically review department pricing compared to industry trends and adjust to remain competitive while remaining profitable by Highmetric leaderships set thresholds.Create Managed Service Contracts for any new or repeating clients and engage in contract revision discussions.Develop solid business relationships and establish credibility with senior IT and business executives within the Highmetric client base, Highmetric Leadership and across our vendor partners.Develop proactive, modern strategies with technology and execute these strategies to improve upon the client experience, engagement and service.Analyze trends in key performance areas within client service teams - ensure quality service and delivery standards are being met.Analyze and establish operational processes and escalation procedures.Foster a client-focused culture.Evaluate current offerings to expand on areas that work and adjust the practice to ensure quality of service as well as ease and consistency of delivery by Highmetric staff.Review and monitor overall department profitability and sure there is a steady growth to the Gross Profit after compensation

- Act as a Technical Account Manager for clients and ensure all their needs are being met.- Work with others to ensure the clients satisfaction and that their system is performing as expected.- Monitor and work any L2 - L3 tickets that come into the queue and ensure the SLA's are met.- Develop and/or ensure any upgrades or changes to the system are done correctly and fully tested.- Perform tool administration and process Configurations on all BMC remedy applications.- Prepare for customer their environment reviews and execute performance bench marking procedures- Facilitate regression testing as part of the release management offering for all new code and patches- Minimize the exposure and risk for each customer and account- Prepare and complete all documents for the customer and are stored correctly.- Ensure all SLA's are met within their timelines

- Perform tool administration and process Configurations on all BMC remedy applications.- Prepare for customer their environment reviews and execute performance bench marking procedures- Facilitate regression testing as part of the release management offering for all new code and patches- Minimize the exposure and risk for each customer and account- Prepare and complete all documents for the customer and are stored correctly.- Ensure all SLA's are met within their timelines

Certified Administrator in the following ProgramsBMC Remedy ARS 7.5BMC Remedy ARS 7.6.03BMC Remedy ARS 7.6.04BMC Atrium CMDB 7.5BMC IT Service Management 7.6.04

Top tier support for 5000 users nationwide, while being the main point of contact for 10 level one call center support specialists.Installed and managed the companies Trend office scan servers as well as the creation and deployed of the updates and packages to all the computers across the company.Was key part of a team that set up an east coast data center with multiple ESXi hosts in Arlington VA. Worked with DELL support on issues regarding hardware replacements and their Imaging software.Worked during maintenance windows to perform standard software updates and hardware upgrades.Ensured company software compliance was met on all systems.Part of a research team that tested out using thin clients for a virtual desktop environment to cut down hardware and energy costs.Moved multiple offices in Illinois and Connecticut. This included the entire phone system, network and computers for all employees.Set up and configured multiple virtual servers in a VMware 4.1 environment.Installed multiple Windows 2003 and 2008 servers both physical and virtual.Helped develop a company-wide system standard for hardware.Worked within active directory to maintain users and computers in the company.Installed and configured the majority of the new PC's company-wide as well as re-imaged and redistributed existing equipment that was still within its production time line. Maintained the company asset logs to ensure the location and proper disposal of all company assets.

Received the Air Force Achievement medal and participated in Operation Iraqi Freedom.

Was a key member in starting up the Mobile tech program that would allow for faster billing and ticket creation by field technicians. Was responsible for the coordination and deployment of a custom mobile software application to over 1000 users. Created training documents and process flows for the mobile handhelds and Administration. Responsible for assisting in on-site training for the mobile handhelds.Responsible for Procuring Wireless devices and Configuring them to company standardsManaged vendor relationships to ensure contracts are up to date. Installing Mobile Software onto the Devices and testing each one individually to ensure they work properly before shipment. Responsible for limiting the productivity down time by ensuring replacement devices were configured and placed in users possession in less than 48 hours. Acted as Tier two/three support for over 16,000 users maintaining all software products located on their machines.Worked with Lotus Notes, Microsoft Office Suite, Remote desktop software, and Coins. Managed the Avaya Phone System. Responsible for insuring all assets were marked and accounted for and perform a quarterly inventory check. Acted as the tier two source of a Help Desk concerning the Mobile devices and the software located on the machines.Created and set up new users as they came into the company through Active Directory and ID manager in Lotus Notes.Ensured proper quick fix times on all issues that would arise.Responsible for maintaining data backups on the local server and multiple remote servers.Created user software install guides to more efficiently roll out new software to the end user.Wrote and updated call scripts that the call center used to perform basic troubleshooting to isolate the problem and route it to the appropriate team.