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, maintain, measure, report, and improve IT support performance metrics, including the use of SLAs and OKRs, to deliver an exceptional customer support experience. Maintain and update knowledge base articles and documentation for common issues and solutions to enhance support efficiency and enable self-service options. Identify opportunities to train and transition common support responsibilities to the Help Desk team. Support goals around shift left, increasing Level 0 tickets, and first call resolution. Manage Third-Party application support and small enhancement teams, onshore and offshore. Oversee a backlog of enhancements for custom applications and manage the delivery. Collaborate with Product Owners and Engineering teams to prioritize work and oversee the transition from delivery to support. Manage licensing and budgets for enterprise software. Assist with budgeting and forecasting of end-user hardware, software, and vendor services. Own IT service management and IT processes and measure their effectiveness through metrics and continuous improvement, proactively looking for ways to improve uptime, alerting, and system efficiency.

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 ensure efficient and effective service delivery•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• Provided daily data validation for enterprise systems using Azure Data Factory, SQL, DataDog, REST APIsSoftware Acquisition, Vendor Management, and Budget Planning• Evaluated new software applications with key stakeholders to discern the impact and risks• Direct and indirect responsibilities for $10MM software application budget• Managed and monitored 50+ vendor relationships, including international development teamsStaff Supervision• Recruited, selected, hired, and trained new support personnel• Provided brand compliance with excellent internal and external customer service

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• Identifies and recommends solutions for improving the staff and patron software experience• Evaluates new software applications with key stakeholders to discern impact and risks• Analyzes application data for productivity levels, trends, and decision makingInfrastructure Planning, Design, and Administration• Ensures the reliability and security of the organization's infrastructure (3000+ devices)• Manages the day-to-day operations, including incident management, system maintenance, and planning new applications and technologies• Thorough knowledge of IT service management and improvement methodologies: ITIL, Agile, Scrum• Ensures compliance with internal and external governance and policies: CIPA, E-Rate, CORA, PCIStaff Supervision• Supervises the IT team and call center by setting performance objectives, training, coaching, providing feedback, and appraising performance • Assigns and manages work based upon organizational priorities • Ensures brand compliance and excellent internal and external customer service

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• Led task force to reduce expenses by 10% without impacting staff or program quality • Created two-year personal improvement program with 650 participants each quarter• Doubled participation rates in key program in 12 months• Ensured accountability and effectiveness of key programs using the Logic Model framework• Implemented engagement and retention program connecting with 440 customers in 12 months

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• Product demos with all stakeholders to get feedback on product value and improvement• Managed vendor relations and third-party integration, including contract negotiations

Master Of Arts (Ma), Formation And Care

Bachelor Of Science (Bs), Computer Science