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 • 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 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.• Conducted both remote and on-site demonstrations of Ivanti Neurons products, including but not limited to Discovery, Spend Intelligence, Workspace, Patch Management, Security Operation, HR Case, Facilities (Work Order), iPaaS (Workato), ITSM, and ITAM.• Crafted conceptual diagrams to depict best practices in ITSM, ITIL, and ITAM for use in product demonstrations and design workshops.• Collaborated with project managers to provide regular updates on project progress and timelines and stepped in to perform PMO activities when necessary.• Identified and prioritized user stories based on requirements for development backlogs in an Agile/DevOps framework.• Assisted in the creation of a client's roadmap to guide future activities.• Created comprehensive documentation detailing the current state of developed processes.• Implemented and coordinated API integrations with third-party applications, including ERP, Finance, and other external data providers.• Provided ongoing support for a facilities management and product management logistical support system for a national organization. Including integrations to 3rd party systems used with a mobile application. Show less

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 • 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 synchronization.• Designed and deployed a global IT Service Management (ITSM) platform, incorporating nine localized cultures in Cherwell Service Management for over 50,000 end users worldwide, including automation of SAP enterprise application access requests.• Supported activities related to product lifecycle management. Show less

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 • 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 dependencies, and maintaining a schedule of enhancements.Coordinated activities with external partners, contracted employees, and third-party companies based on project requirements.• Developed a standard co-development process for 10 concurrent developers in the same system.• Collaborated with various departments, service, and product owners to assist with design requirements and clarify program capabilities.• Participated in daily standups, backlog grooming, iteration planning, and release planning utilizing the ITIL framework. Show less

• 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 • 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 Management with Fortune 100 companies, focusing on the development, implementation, and ongoing support of custom workflows.• Participated in daily SCRUM/Agile meetings, resolved roadblocks, and fulfilled contract obligations and organizational objectives. Show less

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 • 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 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.• Carried out duties related to Change, CAB, Release, Incident, Project, Problem, and Knowledge Management.• Led projects involving state and national medical data integrations to meet ongoing reporting requirements.• Planned, implemented, tested, and launched business continuity (DR) solutions that impacted all business areas.• Developed and updated all technology-related policies and procedures.• Strategized risk management in relation to project goals, considering overall Return on Investment (ROI) and future expandability while adhering to Governance, Risk Management, and Compliance (GRC), and other legal requirements. Show less

• 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 • 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 the internal ticketing system, Genesis.• Executed procedures for new hires, transfers, and terminations, maintaining the highest level of security.• Developed and maintained unattended computer images across multiple hardware platforms using Symantec Ghost.• Troubleshot telecom and networking systems through tone tracing and distribution panel punch downs.• Assisted with the documentation of standard operating procedures.• Configured and provided support for Windows Mobile, Blackberry, and air card wireless devices. Show less

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.• Conducted interviews and training for new… Show more • 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.• Conducted interviews and training for new employees.• Regularly inspected vacant units and overall property conditions.• Conducted monthly market analysis and adjusted rates or specials as needed.• Served as the sole local contact for all payroll, human resources, accounting, and technology support issues.• Acted as a liaison between property locations, the regional office, and corporate headquarters.• Assisted with property acquisitions, including ordering surety bonds, business licenses, setting up accounting databases, applying for vendor credit, purchasing equipment, and managing employee transitions.• Processed accounts receivable and payable, monthly variance reports, replacement reserve/capital expenditure reimbursement requests to mortgage lenders, and monthly reports to property owners.• Assisted in the creation and implementation of budget plans.• Enhanced the company’s image through the redesign of site and office forms.• Developed auto-correcting due diligence spreadsheets and policies, effectively reducing turnaround time by 63%.• Created a self-correcting Excel timesheet to minimize proofing time across the region.• Developed a computerized, form-filled residential lease packet for use at all property locations.• Conducted orientations and completed paperwork for new hires.• Enforced company policies and regulations. Show less

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.• Kept up-to-date records of… Show more • 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.• Kept up-to-date records of resident files. Show less

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 • 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 OS platforms, software updates/patches, and equipment relocation.• Developed comprehensive documentation for all application installation procedures. Show less

Business Administration And Management, General

Real Estate

High School Diploma, General Studies

Computer Systems Networking And Telecommunications, 4.0