James Tinney Email and Phone Number

Manage a 24/7 technical service desk team supporting a large US Army satellite network. Monitor team metrics and proactively adjust training, knowledge management practices or provide direct feedback to technicians not meeting expectations as well as providing positive reinforcement to those succeeding Measure team performance against industry standards and contractual SLA’s where applicable to ensure proper service deliveryPersistently reviewed team processes and procedures for improvement Developed and maintained an integral SharePoint portal that has dynamically streamlined knowledge management for a process heavy environment and greatly increased efficiency of existing personnel as well as new hires. Developed a SharePoint outage portal for problem management and efficient customer notification while reducing effort for the service desk personnelDeveloped metric reporting methodologies for current and future metrics Provided input into new business opportunities as well as acted as SME for contract requirements and expectations

Worked with partner to develop the principles that guided the organization.Sourced vendor for team uniformsDesigned and procured uniforms and helmet decalsDesign and maintained http://qcraiders.comDesigned brand imagesGenerated team documentationWorked with local universities to acquire internsProcured travel services for away gamesWorked with the MFA and MSFL football leagues

Interviewed potential cadidates for the Tier II team as well as the Service Desk and Remote Resolution Services teamsAdmistered disciplinary processes when necessaryManage team schedulesMonitored team metricsMeasure team performance against industry standards and contractual SLA’s where applicable to ensure proper service deliveryPersistently reviewed team processes and procedures for improvement Developed project plan and procedures for 4000+ seat Vista migrationEnsured the success of a 200+ MFP deployment though procedure development and staffingAssisted with ITIL implementation effort for the Rock Island Arsenal NEC contractDeveloped and managed a new internal training initiativeImplemented and maintained Sharepoint as a team portal to improve efficiencyReviewed the C4IM, PWS and technical proposal to ensure all teams efforts were provided for contractually in order to ensure maximim efficiency

Worked for many customers (MidAmerican Energy, Equistar Chemicals, and John Deere) as a technical analyst. Began supporting John Deere Corporate on-site and was selected as a subject matter expert for. Relocated to the 19th Street facility and managed the technical support requirements for the building. At this location I stood up a basic knowledge management server and began writing service processes.Continued as a Desktop Support Technician after a new company assumed the John Deere contract. The 19th Street facility became a training location for all new technicians on the contract. I was responsible for training the technicians to have them begin impacting the workload as soon as possible.