John Joyce Email & Phone Number

Carmel, Indiana, United States

Manage Service Desk/ITOC 24x7x365 team.

Indianapolis, Indiana, United States

Managed 24x7x365 support of 18 regional offices, including physical IT infrastructures (data centers, network, telecom, servers, SAN, Hyperflex, structured cabling). Directed 10 IT leaders and 60 technicians providing technical support to 30K associates. Owned escalations. Managed complex IT projects with cross-functional teams.• Orchestrated multiple enterprise return to office projects that delivered 23,134 completed desks 2 weeks ahead of schedule. Primary point of contact between IT, site leaders, HR, and executive leadership.• Inventoried all equipment, shipped surplus equipment, ordered for equipment deficits. Saved $26K by sourcing multiple vendors and $456K by redistributing equipment surplus.• Optimized program management with process improvements (asset lifecycle management, leasing and provisioning, onboarding, SOX/ISO compliance, procurement and RFP/RFQ).• Executed multiple vendor IT sourcing events for hardware purchases resulting in 15-40% savings. Engaged with major OEM vendors to evaluate IT roadmaps for laptops and end-user peripherals.• Developed KPIs to track associate performance across metrics. Boosted ticket productivity by 23% over 2022 results with customer satisfaction (CSAT) of 98.7%.• Managed OEM vendors through multiple enterprise troubleshooting engagements. Resolved issues at scale for audio drivers, docking station firmware, and docking station/laptop compatibility issues. • Hired and developed leaders and technical staff by using strong hiring decisions, clear goal setting, performance management, promotion and salary actions. Established hiring and training standardized processes, creating a cohesive and successful team. Managed resource allocations. • Directed IT Asset Disposition (ITAD) and e-waste/equipment remarketing for the enterprise (vendor selection, RFP/RFQ process, SOW/contract negotiations, budget). Negotiated 40% cost reduction on serialized asset e-waste and boosted remarketing proceeds.

Indianapolis, Indiana, United States

Managed 24x7x365 IT support of 4 regional offices. Directly and indirectly managed 3 supervisors and 20 Tier-2 technicians across a spectrum of experience levels. Provided technical support to approximately 10K associates.• Implemented enterprise-wide return to office project. Delivered 15,145 completed desks on time. Directed all planning, document creation, equipment ordering, communication between IT Support and Executive level business partners to ensure a smooth transition for associates returning to offices.• Spearheaded multi-phased ITAD project for secure disposal of 19,247 desktop computers across 16 locations. Generated proceeds of $867,296.00. Negotiated contracts and SOW with vendor and legal department. Facilitated security risk assessment.

Indianapolis, Indiana, United States

Managed 24x7x365 IT support of one regional office. Directly managed 4 IT support professionals and additional contractors during COVID. IT project management, device and end user support for approximately 1700 associates.• Achieved successful, on-time delivery of laptops and laptop training to 1700 associates during COVID.• Accomplished multiple, complex IT projects encompassing the construction of 150K sq. ft. of new space across two floors. Managed projects to build and cable hundreds of new desks, 4 new LAN closets, Webex Boards, and wireless access points. Ensured all equipment required was ordered, built, and deployed. Managed vendors including SOWs and vendor SLAs.• Delivered project to design and install complex audio-visual system. Obtained business requirements, led RFP process and vendor selection. Led contracts process, vendor installation, and managed the budget.

Indianapolis, Indiana, United States

Promoted multiple times with increasing responsibility levels through senior systems engineer role. Provided 24x7x365 IT support for mission critical data center equipment. IT project management and systems administration.• Executed enterprise project across IT domains to find root cause of PC slowdowns. Result was RAM and OS upgrades required for 18K computers across the company. Successfully managed and delivered this project as well.• Acted as functional peer leader of the local IT support team since manager was remote in a different state.• Accountable for technical customer support, installing and removing data center equipment, building servers, project management. Assisted with data center buildouts in multiple offices.