Jon Dean Pierce, Jr. Email & Phone Number

Greater Phoenix Area

• Worked closely with stakeholders and process owners to determine ongoing needs as it relates to ITIL and IAITAM frameworks/best practices.
• Implemented and used Agile methodologies for planning, coordinating, and executing software projects, leading to increased team efficiency and improved project transparency.
• Carried out ITIL, ITAM, and business maturity assessments independently or during design workshops to facilitate client maturity enhancement.
• Maintained high customer… Show more
• Maintained high customer retention rate by developing personal relationships with customers, understanding their needs, and recommending appropriate products or services.
• Maintained thorough knowledge of the company’s product portfolio to provide accurate information and reliable quotes to customers.

Phoenix, Arizona Area

• Conducted requirements gathering and design sessions for Statements of Work (SOWs).
• Assisted in the completion of Request for Proposals (RFPs).
• Designed and executed processes, programs, and reporting in line with client needs, adhering to ITIL methodologies.
• Developed and maintained Configuration Management Database (CMDB) and Asset Management programs for clients.
• Achieved integration of diverse products through unidirectional or bidirectional… Show more
• Achieved integration of diverse products through unidirectional or bidirectional synchronization.

Tempe, Arizona

• Architected, designed, developed, and implemented new processes, applications, and reporting systems based on specific requirements.
• Gathered and understood business requirements, proposing solutions that ensured stable performance, particularly in relation to user experience and interfaces.
• Designed and implemented Asset and CMDB integrations, workflows, objects, and supporting data tables.
• Prioritized workload activities, including estimating the level of effort, identifying… Show more
• Prioritized workload activities, including estimating the level of effort, identifying dependencies, and maintaining a schedule of enhancements.Coordinated activities with external partners, contracted employees, and.
• Developed a standard co-development process for 10 concurrent developers in the same system.

• Developed and configured customer-centric solutions within ITSM platforms, leveraging the ITIL framework.
• Conducted analysis of client data and workflows to pinpoint data inconsistencies within client databases.
• Continually enhanced processes and workflows based on client requirements and ITIL best practices.
• Executed customer demonstrations, both in-person and remote, to ensure that customized solutions aligned with organizational objectives.
• Collaborated on Project… Show more
• Collaborated on Project Management with Fortune 100 companies, focusing on the development, implementation, and ongoing support of custom workflows.

Phoenix, Arizona Area

• Served as an interim Chief Information Officer (CIO) for a period of 8 months.
• Oversaw a team of 14 employees, including Windows/Network Administrators, Service Desk, Desktop Support, and Application Support personnel, while acting as the top-tier escalation point in the department.
• Managed the entire service transition process, from conception and design to testing, implementation, post-implementation support, and continuous service improvement.
• Conducted reviews after service… Show more
• Conducted reviews after service implementation with project stakeholders and utilized the data gathered to enhance the success of future projects.
• Functioned as a Technology Project Manager for new healthcare locations, product implementations, Request for Proposal (RFP) processes, and annual projects.

• Delivered both remote and on-site support for hardware and software to over 800 users in a Microsoft Active Directory call center setting.
• Provided support for a range of devices including desktops, laptops, printers, copiers, digital/IP phones, and mobile phones.
• Handled the installation, support, and testing of software for new and existing applications on laptops and desktops.
• Managed support queues, including the creation, delegation, updating, and closing of tickets via… Show more
• Managed support queues, including the creation, delegation, updating, and closing of tickets via the internal ticketing system, Genesis.
• Executed procedures for new hires, transfers, and terminations, maintaining the highest level of security.

Phoenix, Arizona Area

• Responded to technical support calls from PING accounts.
• Managed the installation and maintenance of a proprietary Advanced Fitting System application.
• Delivered hardware and software troubleshooting for remote accounts.
• Logged support information into the ticketing tracking system, HEAT.
• Developed and sustained support documentation.
• Contributed to quality assurance testing for applications.

Phoenix, Arizona Area

• Conducted daily operations for a community of 300 apartment units.
• Supervised a team of nine on-site employees.
• Handled the collection and deposit of community dues, typically exceeding $2.5 million annually.
• Assisted in the formulation and upkeep of annual budgets, ensuring positive variance.
• Oversaw capital improvements within the community.
• Prepared weekly reports detailing community operations.

Phoenix, Arizona Area

• Offered leasing support to multiple apartment communities across the valley.
• Conducted tours for potential residents, highlighting community floor plans, features, and benefits.
• Consistently boosted the closing ratio of prospective residents.
• Provided assistance to current residents with maintenance requests and daily issues.
• Formulated marketing strategies to enhance occupancy rates.
• Managed incoming telephone calls and mail packages.

Greater Chicago Area

• Provided user support in a hybrid environment of Windows 98 & 2000 OS with Novell 4.x/Windows NT network configurations, including the maintenance and repair of proprietary software.
• Offered support to high-ranking company partners and executives.
• Set up and tested laptops for new hires, installing department-specific applications.
• Managed and delegated Remedy ARS work order tickets assigned to the work queue.
• Contributed to special projects, including the roll-out of new… Show more
• Contributed to special projects, including the roll-out of new OS platforms, software updates/patches, and equipment relocation.

Business Administration And Management, General

Real Estate

High School Diploma, General Studies

Computer Systems Networking And Telecommunications, 4.0