Jay Perry Email & Phone Number

Oak Ridge, Tennessee, United States

Manage an extended team of 195 service desk and knowledge management personnel which also includes self-service portal and customer satisfaction service lines. Responsible for managing and improving service desk operational quality and for developing and continuously improving ITSM processes and procedures core to the business unit’s mission.Provide excellent service to internal and external customers, ensuring that the customer perspective is a driving force behind business decisions and actions. Apply knowledge of the critical interdependencies among system elements that help and hinder performance to plan and design solutions that synchronize and effectively utilize resources to achieve business results.Prepare, review, and analyze a variety of information, data, and reports to recommend and implement strategic initiatives and tactical procedures to improve operational effectiveness and enhancements to services or programs. Accurately interpret information and ideas to craft and implement service practices that meet or exceed customer needs.

Phoenix, Arizona Area

Directed a 70-person IT Customer Service department which consisted of an enterprise service desk, self-help portal, knowledge management, and customer satisfaction functions. Defined clear roles and responsibilities, set goals and initiatives, and adjusted plans as necessary to meet changing business objectives.Accountable for process and financial improvement through evaluating, planning, implementing, and communicating programs to develop, grow, and integrate the strategic function of the service desk. In charge of directing projects, programs, operational resources, and providing the appropriate services to create, manage, and enrich customer experiences.Responsible for establishing and meeting performance goals with business owners and stakeholders, and conducting thorough analysis to develop strategies, methodologies, and improvement plans which enhance and exceed customer expectations.

Managed a seven-person Service Management team responsible for facilitating and administering ITIL-based service operations and continual service improvement processes including, but not limited to Incident Management, Change Management, Configuration Management, Problem Management, and Request Fulfillment.Achieved improvement through analyzing, evaluating, planning, implementing, and process communication. Built effective relationships which facilitated the growth and integration of core IT Service Management methodologies within IT business units throughout the organization.Identified and defined best practices based on ITIL processes and created standard operating procedures. Consulted as subject matter expert for IT Service Management process related questions.Executed service level assessments including developing, tracking, and managing performance issues; identifying corrective and preventative actions as necessary to drive improvement in performance and service quality.

Phoenix, Arizona

Provided 24/7 application support for development and deployment of the Clarify CRM application; consisting of 300+ IT and business users and 40,000+ healthcare clients.Conducted technical and business requirements analysis, gap identification, application design, process re-engineering and project management for each of the eight Clarify CRM implementation and Service Desk deployment packages.Performed periodic business and application analysis to identify requirements for application functionality and process enhancements that meet or exceed changing business needs.Used detailed testing specifications as part of an application development lifecycle and quality assurance process.Created technical and business process documentation, operating instructions, user manuals, flowcharts and training aids. Conducted training sessions for all Clarify CRM users within CHW.Developed and delivered various levels of statistical and service level reports to management using Crystal Reports. Built and maintained a customized knowledge base for CHW so that the knowledge could be utilized as a Service Desk information tool as well as for end user self-reference.