Jim Neubauer Email & Phone Number

Folsom, Pennsylvania, United States

Wilmington, De.

Manages and coordinates vendors, contractors, & international resource teams. Owns and manages all technical components of the transformation from Avaya, Cisco, and Nortel PBX infrastructure to Skype for Business in Wilmington, De., Newark, De., Waltham Mass, Washington DC, Longmont, Co., and Mississauga, Canada.

Philadelphia, PA

• Managed all aspects of the Professional Services Help Desk and Infrastructure Support business. Lead a team of technicians/engineers to deliver end to end onsite and remote helpdesk, infrastructure, and hosted services.
• Created efficiencies in the Helpdesk processes that decreased the support ticket backlog by more than 50%
• Initiated new support services and on boarded Springboard Media's largest educational client to date. Managed the replacement of the client's servers, network infrastructure, firewalls, web filters, and directory.
• Developed management reporting and metrics for the Professional Services group.

Wilmington, Delaware

• Managed the Video Conference, Voice/Telecom, Audio Conferencing, and Web Conferencing services for the Americas region (North & Latina America), and the Video Telepresence and Rich Media Webcasting services globally.
• Led the migration of Voice services to a new service provider that reduced operational cost by $745k/yr.
• Identified and recovered $125K from a supplier for previously untracked SLA breaches.
• Authored new contract requirements for outsourced service providers that increased service efficiency by 25%, cut unnecessary costs by 15% and increased overall customer satisfaction vs. previous support contracts.
• Led a team that authored an internal RFP response that proposed to in-source AZ's global Video Conferencing service, providing integration and support for Video Conferencing, Immersive Telepresence, Lync Unified.
• Awarded the AZ IT Service Excellence Award for the successful implementation and delivery of new conferencing and media streaming services that enabled the business to provide critical information to key customers in.

Mount Laurel, NJ

• Directed the day-to-day operation of MedQuist’s data centers in Philadelphia, PA and Alpharetta, GA.Implemented the Global ITIL Change Management Process for both internal corporate systems and customer facing.
• Led the Server Operations, Network Operations, and Process Management staff located in Mount Laurel, NJ; Marietta and Norcross GA; Las Vegas, NV; and Malvern, UK. Successfully implemented a Data Center Operations.
• Collaborated with business group leaders and Senior Executive Team to ensure that strategic corporate objectives and business requirements were addressed from the IT Infrastructure perspective.
• Core Team member of the Corporate Disaster Recovery and Enterprise Virtualization project oversight teams. Contributions resulted in significant reductions in systems downtime and restoral during datacenter disaster.

Gaithersburg, Md.

• Member of MedImmune’s ITIL Implementation Core Team. Authored the MedImmune Change Management Process Guide, Policies, and Procedures. Co-authored the MedImmune process guides for configuration, release, incident.
• Leveraged relationships with corporate executives and business units to secure support for implementation of the ITIL based processes and procedures.
• Led the design and implementation of the IT Change Management process and procedures and integrated them with the other ITIL processes, resulting in an 85% decrease in the number of emergency changes required to.
• Wrote and implemented the Change/Release training program for the Staff and Management teams, which led to an understanding of the value proposition and 100% adoption of the processes in less than 2 months.
• Achieved 90% of the requirements for level 3 of Pink Elephant’s ITIL Process Maturity Model for Change Management within two years from the start of the process implementation, despite resource and funding limitations.
• Supported regulatory audits and Sarbanes-Oxley key control functions. Instrumental in helping MedImmune achieve its first successful Sarbanes-Oxley audit without any observations or deviations.

Philadelphia, PA

• Implemented and managed the entire portfolio of end-to-end IT operations and services for MedImmune’s Vaccines Division.
• Designed and managed the installation of IT premise wiring, network infrastructures, and Building Automation Systems (BAS) for Philadelphia and Bensalem manufacturing facilities.
• Implemented and managed the local IT Service Desk and datacenters for the Philadelphia and Bensalem locations. Maintained greater than 99% systems availability as well as a 95%+ user satisfaction rating, as indicated.
• Managed the implementation of a Cisco Call Manager VOIP phone system along with Cisco Unity unified messaging to replace the outdated Mitel phone system at MedImmune’s Pennsylvania, California and Liverpool, England.
• Promoted from Manager-Network Services to Global Change Manager role (2005).