Jason Mcbride Email & Phone Number

Denver, Colorado, United States

Lead, coach, and mentor a team of IT Help Desk technicians and L2 Application Support specialists. Provide guidance, performance feedback, and support in their professional development. Oversee the resolution of technical incidents and service requests, prioritizing and assigning tasks to the team members and ensuring timely and effective solutions. Build.

Denver, Colorado, United States

• Responsible for leading the organization’s application support function and team, providing a superior level of customer service.Application Support and Call Center Management (12,000+ Contacts/Year)
• Built from the ground up and led remote support team, designing and implementing robust support processes, standard operating procedures (SOPs), key performance indicators (KPIs), and service level agreements (SLAs) to.
• Thorough knowledge of IT service management and improvement methodologies: ITIL, Agile, Scrum
• Coordinated issue monitoring and resolution for enterprise applications (tier 1-3 support), including proprietary job management software integrated with Salesforce, NetSuite, ADP, and Concur
• Ensured compliance with internal and external governance and policies: SOX, CO Data Privacy ActChange Management, Release Management, and Data Validation
• Oversaw production environment for enterprise applications, the change management process, and release promotion schedule using ServiceNow, Jira, GitHub, ZenHub

Englewood, CO

• Project and Change Management
• Sets goals for IT projects and establishes implementation teams/timelines for completion
• Collaborates effectively with all departments to achieve desired outcomes for the organization
• Ensures that all changes are rolled out responsibly and with a focus on end-user satisfactionSoftware and Hardware Acquisition, Vendor Management, and Budget Planning
• Direct and indirect responsibilities for 43.5MM organizational budget
• Manages and monitors 75+ vendor relationships and contracts

Parker, CO

• Worked with Board and Lead Team on driving strategic goals for growth and engagement
• Led personal development and growth opportunities for staff of 50
• Developed and communicated content for large groups (2500+)
• Recruited and directed more than 400 volunteers and employees
• Led department-head team to optimize work processes for 10 departments
• Direct and indirect responsibilities for 8.9MM organizational budget

Littleton, CO

• Developed curriculum and delivered content in Formation and Care department: Emotional Intelligence (EQ), systems thinking, compassion, collaboration, active listening, and holding crucial conversations
• Provided supervision and oversight for students delivering direction and coaching for other individuals

Englewood, CO

• Product Owner: Designed and developed thin-client Call Center/CRM application using Agile/Scrum framework, Microsoft.Net and MS SQL Server/Oracle
• Product Owner: Developed a client-server Call Center/CRM application using waterfall project management framework, Sybase Powerbuilder, and MS SQL Server
• Designed and trained call center facilities, including knowledge management, ticket escalation, performance metrics, CTI/call routing, fraud prevention, and excellent service
• Effectively managed cross-functional team of eight developers
• Directed project management activities: planning, priorities, proposals, cost/benefit analysis, schedule optimization, risk assessment, budgeting, performance, and staffing
• Worked with customers to understand their business processes, identified needs/opportunities, and designed solutions to meet their goals and objectives

Master Of Arts (Ma), Formation And Care

Bachelor Of Science (Bs), Computer Science