Jay E. Email & Phone Number

Mchenry, Illinois, United States

Mchenry, Illinois, United States

• Managed a team of up to125 PC/Printer/Satellite/Server technicians across 11 states, ensuring SLAs and customer satisfaction while exceeding KPIs for clients including Dell, Lenovo, Wipro, and Tata Consulting.• Led incident management and RCA efforts to quickly resolve critical issues, ensuring minimal downtime and continuous service improvement.• Reduced staffing attrition to 15%, significantly lower than the company average of 35%.• Supervised installation, service, and repair of IT equipment by technicians.• Maintained appropriate staffing levels through effective recruitment and retention strategies.• Implemented incident tracking and reporting procedures, enhancing visibility and accountability.• Improved cost-efficiency by implementing measures related to technician utilization, overtime, logistics, and parts return.• Communicated organizational goals and objectives through regular staff meetings.• Performed administrative tasks including timecard approval, expense reports, and staff scheduling.

Mchenry, Illinois, United States

• Managed service vendor relationships in the U.S., Canada, and Puerto Rico for accounts including Dell, HP, Lenovo, and Tata Consulting Services.• Negotiated contracts, pricing, and payment structures, resulting in a 15% decrease in operational costs in Canada.• Managed incident escalations involving vendor services and conducted RCAs to address recurring issues.• Developed and sourced qualified service vendors aligned with WWTS capabilities and strategies.• Ensured vendor compliance with contracts, processes, and SLAs.• Monitored and improved vendor performance through regular reviews and escalations.• Collaborated with internal stakeholders across departments including Legal, Finance, Service Delivery, and Client Management.• Streamlined onboarding processes and ensured consistent service delivery across all geographies.

Mchenry, Illinois, United States

• Directed major incident management and RCA activities for the area, ensuring swift resolution and preventive measures.• Developed and implemented business strategies, increasing productivity and utilization.• Provided leadership and direction to Branch Managers, fostering a collaborative and high-performing team environment.• Managed and allocated resources to achieve a 10% increase in technician productivity at the area level.• Analyzed operational data to produce actionable insights for Field Managers.• Analyzed reports to identify trends and implement performance improvement initiatives.• Managed financial objectives to ensure cost-effectiveness and profitability.• Acted as a key liaison for assigned customer accounts, building strong relationships.• Participated in customer account reviews to drive continuous service improvement.

Mchenry, Illinois, United States

• Managed a team of 40 PC/Printer/Satellite/Server technicians across 3 states, ensuring SLAs and customer satisfaction while exceeding KPIs.• Handled incident escalations and conducted RCAs to identify and resolve root causes of recurring issues.• Managed Vendor Operations in Canada for the Lenovo account.• Scheduled daily work orders and projects, ensuring service call escalations were addressed within SLAs.• Implemented cost-containment measures related to technician utilization, overtime, logistics, and parts return.• Communicated organizational goals and objectives through regular staff meetings.• Performed administrative tasks including timecard approval, expense reports, and staffing availability.

Downers Grove, Illinois, United States

• Managed 28 PC/Server technicians and a 5-person call center help desk for the Aon Insurance account.• Coordinated incident management and RCA efforts to address and resolve high-impact issues.• Maintained headcount required for call volume and SLA attainment.• Responsible for district employee hiring and auditing of timecards and expense reports.• Coordinated training requirements based on individual accounts' needs.