Jody Dulberg Email & Phone Number

Dallas, Texas, United States

With over 20 years of experience in IT infrastructure and operations management, I have a proven track record of delivering optimized systems and enhancing operational efficiency. I specialize in process automation, cost reduction, and cloud migration to drive ROI through technology investment. My expertise lies in improving customer experience and translating business requirements into technology solutions.

Boston, Ma, Us

Collaborate with cross-functional teams, including support technicians, engineers, developers, and architects, to drive strategic initiatives that foster an innovative and scalable enterprise environment. Deliver a robust foundation, optimized frameworks, and resilient systems that enhance operational reliability, streamline workflows, and reduce costs, aligning IT solutions with long-term business objectives.- Spearheaded implementation of ServiceNow Discovery, Service Mapping, and Certificate Management modules, increasing ServiceNow utilization and laying a foundation for SAM and HAM implementation.- Planned and implemented Telco Expense Management system, resulting in 40% annual cost savings.- Defined Asset Management playbook for comprehensive asset lifecycle management.- Architected and deployed a scalable management solution, optimizing end-of-life processes and enhancing organizational efficiency through ServiceNow integration.

Boston, Ma, Us

-Managed and motivated distributed support team across multiple locations, increasing performance by raising per week ticket closures 32% in 12 weeks.-Increased average customer satisfaction rating 11% in 2 months with proactive, user focused team support management skills.

Dallas, Tx, Us

Managed daily operations and relations with clients, customers, IT teams, and vendors, ensuring high availability of IT services and enhancing internal and external customer satisfaction through regular communications.• Improved system stability through process improvement, reducing incident and service requests by 75% from the previous year.• Managed team member efforts to provide support and increase efficiency in monthly, $150M plus Securitization program.• Redesigned document management system for $250K cost savings, unifying multi-department processes and improving workflows.• Managed support for proprietary applications like GetPaid, delivering 99.99% uptime and minimal disruption to business operations.• Established data management methods and procedures, integrating disparate systems into unifying business operations, providing 60% efficiency gains.• Led PCI compliance initiatives across the enterprise, confirming adherence to regulatory requirements and avoiding $5K daily non-compliance expenses by implementing measures to mitigate risks, secure data, and assure confidentiality.

Plano, Texas, Us

Transitioned 50-plus supported apps to offshore teams in 30 days.• Drove problem resolution and demand management, exceeding group incident reduction goal by 58%, exceeding business support satisfaction goals.

Plano, Texas, Us

Created an IT support program for onboarding and continued development of microcomputer specialists.• Monitored vital performance indicators (KPIs) and metrics to identify areas for improvement and drive continuous service improvement initiatives, achieving 99.9% uptime in call center support, avoiding $1M in lost revenue for outages, and reducing support costs by 30%.• Managed a $1M budget, maintaining operating expenses within 3% and optimizing resource allocation to support operational goals.• Coordinated the rollout of 4000+ workstations and servers across multiple locations, meeting all delivery and budget goals.• Drove standards compliance, including documentation, across multi-located call center networks to ensure uptime and avoid revenue loss due to outages.• Delivered exceptional customer service and satisfaction by leading IT support teams across call centers and responding promptly to user needs and concerns, as reported in customer satisfaction surveys.

Ms, Information Technology Management

Bs, Secondary Education Chemistry/Physics