James Mckay Email & Phone Number

Stratford, Ct

Yale University

Developed reports and analyses of service management processes and performance metrics. Used Six Sigma principles in ITIL Continual Service Improvement (CSI) to identify and monitor areas for improvement. Provided CIO with insightful and value-added reporting. Designed, developed, deployed and performed analyses of surveys to determine client satisfaction.• Received Yale University CIO award for service excellence and going "beyond the call of duty”.• Used Six Sigma DMAIC process in improving call abandonment rate by 58% for IT Help Desk group that services 6K+ calls per month.o Provided visibility of Help Desk performance that enabled upper management to make informed decisions.o Focused staff attention on performance-based metrics that were used to monitor and preserve gains achieved.• Conducted a Lean Six Sigma process improvement project in Development Office that resulted in measurable benefits in turnaround time for gift processing, significantly less time in re-work and wasted steps before funds were available to be used, and more staff time available for non-administrative stewardship functions.

Led several small and medium-sized projects that touched more than 6K clients. Worked closely with stakeholders, department leads, managers in IT and subject matter experts (SME) to deliver high-quality IT solutions on time and on budget with minimal resources.• Led project that deployed Microsoft Office along with just-in-time training to over 6K clients, achieving 100% completion within time and budget constraints of the project.• Served as lead in creation of a "best practice" software deployment model that is still being used to update the software for over 8K desktop clients.

Promoted through ranks from desktop technician to director-level position based on ability to lead, depth of knowledge and broad understanding of areas of information technology and academic computing.• Created and directed office of information technology where none had previously existed; recruited, trained and managed a staff of support personnel and developed annual technology budget.• Worked with contractors and vendors in designing and relocating technology facilities during move of School of Nursing to new location, providing infrastructure that maintained computer lab and other school-wide mission critical systems, meeting requirements of redundancy and 24/7 availability.• Represented School of Nursing on University-wide committee that created policies addressing federally-mandated HIPAA requirements, and worked with senior staff to bring organization into compliance with the regulations.

Bs, Computer Science, 3.98

Summa cum laude Graduated with highest GPA in Computer Science

Biology