James Towner Email & Phone Number

Phoenix, Az, Us

Phoenix, Arizona Area

I oversee and manage the Department of Technology and Innovation Customer Service Division for the Clerk of the Superior Court. CX Team (Public Facing) DTI Support Center (Internal IT) Desktop Support (Internal IT)I am responsible for the developing, managing, and maintaining excellent customer service by ensuring the beginning to end ownership for customer inquiries and requests. I create uniformity and accountability for Department of Technology and Innovation customer service areas that encompass the help desk (DTI Support Center) and Desktop Support, in addition to managing multiple projects and overseeing day to day operations.2022 NACo ACHIEVEMENT AWARD WINNER for DTI Support Center initiative. This initiative was conceived to dramatically improve service management and support for the Clerk’s Office employees and stakeholders with upgraded support channels, service catalog, support portal, self-help, and ticket transparency. https://www.naco.org/resources/award-programs/dti-support-center

Scottsdale, Az

Responsible for overseeing all IT functions for the smooth operation of LiveOps business infrastructure and systems, ensuring maximum up-time and protection of business systems, employing best practices to plan and implement changes, and proactively monitoring and reporting on the health of IT infrastructure.After company sold SaaS business I was responsible for separating IT Systems and Infrastructure from other business.Migrated all IT systems and data from Silicon Valley to Scottsdale Arizona resulting in significant staff and infrastructure savings.Quickly eliminated business impacting IT outages by fixing out of date and unstable infrastructure.Renegotiated all IT contracts, set up new vendor relationships, consolidated infrastructure, and identified wasteful IT spending which resulting in significant savings. Saved 50% on backup and disaster recovery costs by changing vendors.Implemented service desk to ensure internal customer's issues were tracked and SLAs were met. This resulted in faster support and happier customers.Directed the closing of large Silicon Valley office and moved remaining employees and IT infrastructure to smaller location. Coordinated move of data circuits, IP, and DNS changes as part of this move.Served on LiveOps charity committee. Organized LiveOps' participation in AZ WalkNRoll for Spinabifida 2016. Technical Skills: Windows Server 2003-2016, VMWare, Active Directory, Exchange 2013 Hybrid with Office 365, Veeam, MS SQL, Vonage Business, Nimble SAN, Aruba Wireless, Juniper VPN, RSA Server, Okta SAML, Google G-Suite.

Phoenix, Arizona Area

Responsible for the overall planning, organizing, and execution of all IT functions at the court in alignment with organizational goals.Consolidated physical infrastructure to VM environment resulting in significant savings.Implemented robust backup and DR solution.Modernized conference rooms and courtrooms with new technology / AV. Oversaw the development of a Judge’s Collaboration Dashboard which enabled automation of case management between three judge panels and greatly increased efficiency of the process.Technical Skills: Windows Server 2008-2012, Xen Server, Hyper-V, Xen App, Active Directory, Exchange 2013, Commvault, MS SQL, MS Data Protection Manager, Cisco UCS, OnBase Admin, Symantec Endpoint Management Suite (Altiris), Office 365, Compellent SAN.

Phoenix, Az

Support the IT infrastructure of the court, lead administrator of 120 desktops, and administration of Windows server environment.Responsible for development of desktop images, application packaging and deployment, and patch management via automation.Technical Skills: Windows Server 2003-2012, Active Directory, Exchange 2007, Commvault, MS SQL, Cisco UCS, Symantec Endpoint Management Suite (Altiris), Office 2013.

Technology Support of W. P. Carey School of Business Faculty and Staff.

• Responsible for the installation, integration, and routine maintenance of small office IT systems running Small Business Server 2003.• Partner with a consultant in system development for Small to Medium business IT requirements.

• Provide technical support for production systems to prevent interruptions in service to profit centers and all other areas of the business caused by hardware and/or software problems to ensure 100% availability of all computing resources at all times.

• Supported the desktop environment of the Edward Jones home campus consisting of around 560 workstations.