Jeff Ward Email & Phone Number

Houston, Texas, United States

Houston, Texas Area

• Key objective: Driving better behaviors in IT to improve stability and quality for technology usersProcess development, adoption, and governance:
• Established processes, improved change control, fostered creation of 1,900+ knowledge articles, pushed request fulfillment to self-service, and coordinated activities to reduce incidents and problems
• Led small global team to create, maintain, and drive adoption of operational processes (change, problem, incident, request fulfillment) in complex, constantly evolving environment
• Led major IT service management revisions in support of critical global projects involving infrastructure outsourcing and transition from regional financial systems to SAPReporting and continual improvement:
• Established regular review of operational KPIs, leading to 40% fewer major incidents, 14% fewer normal incidents, and 9% reduction in resolve time over 3-year period
• Performed extensive reporting and data analysis using ServiceNow and Excel (with extensive use of formulas and macros) to measure service delivery effectiveness and to keep stakeholders informed

Houston, Texas, United States

• Key objective: Improving the IT experience for lawyers and staff around the world
• Worked with customer service managers worldwide to standardize ticket creation, provide out-of-hours support, and improve quality of service desk teams, resulting in a better user experience around the clock
• Led efforts to improve and expand use of ServiceNow for incident management
• Streamlined ServiceNow to decrease ticket creation time and improve categorization
• Encouraged IT teams across all regions to work together to improve information sharing, reduce redundant work, and enhance the technology experience for traveling lawyers and staff
• Coordinated U.S. training with training teams in other regions

Houston, Texas, United States

• Key objective: Ensuring the best IT experiences for our lawyers and staff
• Developed expert group to provide quality training, job aids, and service support
• Defended end-user experience and led application design efforts to minimize impacts of change
• Built team of desktop application experts to handle complicated conversions, document repair, and other advanced challenges
• Joned technology trainers across multiple offices into single team to unify approach, explore how people learn, and devise new paths to skills adoption
• Formed expert writing team to translate technical jargon into easy-to-read steps, focusing on audience needs

Houston, Texas, United States

• Key objective: Designing the best possible desktop experience
• Moved the firm to Windows and Microsoft office to enable our lawyers to remain among the top technology leaders in legal
• Created a process and pulled together and trained a team of ten word processors to perform WordPerfect-to-Word conversions
• Developed templates and tools within Word, Excel, WordPerfect, WorkSite and other applications
• Continued to work in help desk and training functions

Houston, Texas, United States

• Key objective: Helping users learn new technology and work better with current technology
• Provided IT phone support and trained users in classroom settings
• Created training materials and other documentation
• Developed macros for WordPerfect (5.1, Office 3.1, and Windows)
• Observed, asked questions, and learned all I could about law firm roles and needs, about technology, and about logic/programming
• Writer and editor for the firm newsletter

Houston, Texas, United States

• Key objective: Proofreading legal documents to ensure quality and accuracy
• Reviewed legal documents for typos; compared documents
• Sought other ways to help in the office (e.g. aiding Graphics team)
• Created liquid paper art

Bachelor Of Arts

Associates