John Buttner Email & Phone Number

Annapolis Junction, Md

Maintains and manages contractual Service Level Agreements (SLAs) with the client customer; ensures monthly SLA performance results are reported to the client each month; maintains and updates (as necessary) SLA specification sheets for 100+ qualified SLA agreements; attends weekly and monthly performance review meetings with the client; coordinates and works with Eagle Alliance frameworks on SLA requirements and issues; performs SLA ticket reconciliation as necessary; works with the Value Management Metrics and Audit teams on SLA related concerns; communicates with client Program Management Office representatives on SLA issues.

Annapolis Junction, Md

Established, developed, wrote and managed a new process for a web based productivity tool which measures the daily productivity of all technicians within the Service Delivery organization. Posts weekly productivity index reports in Sharepoint for line management and upper management. Conducts quarterly meetings for work type reviews with line management and staffing and volume index reviews for upper management. Ran several Service Improvement Projects (SIPs) affiliated with the productivity tool, including one for QC ticket assignment prioritization. Participates in data and metrics review meetings with management, occasionally presenting productivity tool related slides.

Annapolis Junction, Md

Managed a group of 10 QCs tasked with all aspects of ticketing associated with the Windows 7 migration project, including driving the work performed by the techs, managing the tickets, interfacing with many other groups involved in the project, attending daily conference calls, weekly meetings; project encompassed approx. 80,000 tickets for the migration of approx. 80,000 workstations.

Annapolis Junction, Md

Operations Lead, Special Projects team (Feb 2014-July 2014) Oversaw day to day operations of a newly formed team of Queue Coordinators (QCs) in association with a Windows XP to Windows 7 migration effort; assisted in the establishment of processes and procedures for the work tickets for this effort.

Annapolis Junction, Md

Assisted with technical writing associated with ISO9001 process and procedure documentation as well as non ISO procedure documents; provided senior level customer service assistance on an as needed basis; managed the We Care customer survey process and also the Ticket Handling and non-Conformance process for the Service Desk; other assignments included attending meetings on behalf of the Service Desk and reporting back to upper management.

Annapolis Junction, Md

Serves as backup to the Continual Improvement team manager; conducted call observation surveys on help desk agent calls at a rate of 40 total calls observed per week; established incentive programs for call observations; responsible for significantly driving observation scores from the mid 80’s to the low 90’s in 4 months; conducted call observation reviews with help desk agents, providing guidance to improve agent scores; also responded to customer surveys submitted by customers after completion of their ticket. Team was disbanded in April 2013.

Columbia, Md

Managed a group of 22 service delivery coordinators who processed and tasked out change request tickets through the Remedy ticket system; handled an average volume of tickets of 20,000-25,000 per month.

Annapolis Junction, Md

Managed a group of 30 remote support technicians who served as the Tier II customer support. Completed both change request ticket types and also incident tickets; the group completed an average of 8,000-10,000 tickets per month; group also fielded hot handoff calls from the Tier I help desk agents.

Annapolis Junction, Md

Positions include Help desk support technician;Training Team memberTraining Team leadHelp Desk Operations Manager

Bethlehem, Pa

Towson, Md/Allentown, Pa/Bethlehem, Pa

B.S., Business Administration

H.S. Diploma