John Espinosa Email and Phone Number

Leading GDIT’s Technology Shared Services organization across North America which includes 10 delivery centers and over 2,500 resources.

• Providing infrastructure Service Delivery oversight for the Federal Deposit Insurance Corporation (FDIC)• Leading day to day operational, engineering, lab, security, and Data Center functions• Services includes Service Desk, Desktop, Server (Windows, UNIX, and Linux), Middleware, Mainframe, Network, Video Teleconferencing, Telecom, Firewall, and Supporting infrastructure application tool suites

• Providing operational oversight and management of Service Desk, Monitoring, IT Service Management Tools, and Infrastructure as a Service (IaaS) offerings• Directly responsible for cost center rates, budgets, services, and technologies• Managing 400 + operational resources across 8 delivery centers in North America• Supporting new business proposals and continual business development• Recognized as a Leader in Industry for CSC’s 2011 Gartner Magic Quadrant for Help Desk Outsourcing, North America – Sept 2011• Clearance(s): DOJ Top Secret, DOD Secret, DHS (HQ, TSA, CBP, US-VISIT) EOD - Entry on Duty, GSA HSPD-12

• Managing 200 + service desk and infrastructure monitoring resources across North America• Supporting 18 plus US Federal government organizations (EPA, DOD, GSA, DHS, DOJ, Etc…)• Lead multi-tentant service desk and monitoring transition / transformation integration into CSC centers• Completed and maintained ISO 20000 and ISO 9001:2008 certification for operations centers• Implemented Information Technology Infrastructure Library (ITIL) best practice framework to convert a single client helpdesk into a multi-client service desk operation.• Forecasting / processing of fiscal year budget(s)• Awarded CSC Presidents Business Unit Award for Outstanding Leadership – August 2007• Awarded CSC Presidents Business Unit Award for Process Improvement – August 2009

• Managed multiple service desk contracts in various locations across North America (73 total seats)• Received an average of 80,000 contacts per month (Phone, Email, Fax, Instant Message, etc...)• Daily management and tracking of multiple service desk(s) service level agreements• Hiring, training, mentoring, and development of account supervisors and analyst• Led implemenation of centralized workflow / email processes in CSC Dallas Technology Center• Assisted in certification of ISO 9001:2000 for CSC Dallas Technology Center• Awarded Silver CSC Global Customer Service Week Award – October 2005

• Service Desk Supervisor of 32 Help Desk analysts• Received an average of 32,000 contacts per month (Phone, Email, and Fax)• Maintained 35 contractual services levels without a single failure for over a year• Performed all day to day service desk operations management