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.
• 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%.

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.
• 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.
• 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.

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.
• 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.
• 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.
• 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.