John Joseph Email & Phone Number

Plantation, Florida, United States

Miami/Fort Lauderdale Area

Responsible for all projects assigned to team. This position assists in the implementation of technology projects, both administrative and/or instructional. Assists in the coordination of various events in the planning, purchasing, installation, and follow-on cycle. Participates in coordinating the personnel required to complete the project. An incumbent assists with managing paperwork and multiple technology projects, maintains and updates status logs, and contributes to progress reports produced for clients. Manages verification of job assignments and vendor billing, attends client meetings, reconciling differences and ensuring timely payments. Additionally, position assists in the assessment of customer satisfaction.• Created vendor and technician resources strategically located throughout the State of Florida to meet the project assignments and deliverables.• Ensured State of Florida and Harris guidelines for clearance of over 60 technical resources to perform work at State Agencies such as the Department of Health and Department of Highway Safety and Motor vehicles• Ensured metrics such as the number of router installs, migrations and conversions were met consistently each week. • Provided coordination of equipment shipments and defective returns to various Harris Corporation vendors. • Managed and implemented change management process to meet State and Harris requests

Broward County

National provider of premier emergency management consultancies, providing all- hazard mitigation, emergency preparedness planning, disaster response and recovery, and grant management recovery services for public and private sector clients across the United States. Setup project site, file retention files for Payroll, HR, Health and safety and training. Process all new hire documentation and conduct on=boarding new employees. Coordinate the transfer of sensitive documentation to HR and Payroll inclusive of electronic uploads to company SharePoint. POC for Tetra Tech HR, H&S and Payroll departments to resolve issues. Work directly with PM to ensure accurate employee time sheets, activity logs, ensure appropriate signatures, communications both to management and employees. Coordinated contractor resources to meeting collection needs for trucking companies all part of Phase 1. Coordinate resources as noted above for Haul outs Phase 2 and Disposal Phase 3. Services provided to Broward County in association with FEMA. • Successfully produced accurate, complete and met established requirements in regards topayroll, contractor usage, truck and company information along with location of collections.• Accurately provided contractors on a daily basis to meet the needs of the project and meeting budget.• Transitioned to other phases of the project such as haul outs and disposal. Each phase requiring unique duties and processes successfully managing.

Boca Raton, Fl

Working for the Division of Student Affairs. Responsible for coordinating technology services to address needs of offices/departments within the Division.Uses technical skills in hardware, software and associated technologies. Uses advanced skills and expertise in identifying, designing, implementing and maintaining technical assistance to the Division of Student Affairs.Partnering with the Director for technology services to coordinate purchases of hardware, system software and implementation of application software in departmental systems. Provides training and monitoring sessions for staff as needed. Holds and leads discussions with engineers and developers to understand technical challenges and develop solutions.Coordinates audits of hardware/software technical changes and recommends changes to the system environment. Maintains asset inventory and budgeting for new equipment.Diagnoses problems of moderate to high complexity with divisional staff, university departmental groups and vendors taking appropriate action to resolve or escalate. Coordinates administrative duties for technology systems and services supporting divisional operations. ● Conducted complete technology inventory audit, highlighting equipment out of warranty, location and assignment of equipment and copiers being rented and leased. This allowed me to build a plan for computer replacements and negotiate leases with vendors, significantly reducing costs and providing enhanced equipment.● Implemented check-in system using card swipe and user id’s for the Career Center. This was integrated into the Grad Leaders application used by the University.● Managed the implementation of Fusion a Recreation Software which allowed managing memberships, rentals, check-in etc. Also as part of the Fusion rollout I implemented Shift 4 payment system to accept credit card payments and meet University security compliance.

Fort Lauderdale, Fl

Provided guidance in the purchase and configuration of desktop computers and mobile devices in administrative offices for small companies in the Fort Lauderdale and Miami Metro areas. Installed POS equipment in restaurants and provided training to staff. Worked directly with vendors in the installation and configuration of voice system providing options to use with the IVR. Deployed software applications and advised clients with support contracts and documentation for escalation of support issues. I was self-employed working on these projects with the assistance of contractors.-Successfully implemented new POS Software and Hardware to two local restaurants-Researched and implemented new PC's, Laptops and software for food distributors office operations.

Provide guidance and leadership to Software Support Specialists and Supervisor delivering process improvements, standards and procedures, training and customer service adhering to SLA’s. Advise staff on open tickets, act as an escalation point with customer interactions both email and phone, to produce customer satisfaction. Reports to the Product Development Manager and ensures continuous development of staff in support of proprietary software used in the industry. Utilized metrics to suggest process improvements, scheduling and increased productivity while reducing the backlog of tickets. ● Reduced turnover of staff.● Developed customer survey sent with each resolution to the customer to measure performance.● Reduced backlog of tickets from 539 to 215 in three months.● Transferred dispersed pockets of knowledge to SharePoint and used this as a knowledge base to enhance productivity.● Changed password reset process increasing productivity and lower resolutions times by 50%.● Created KPI’s to meet contractual agreements and consistently met goals.

Florida

T-MOBILE, Bellevue, WA and Ft. Lauderdale, FL IT Manager Southeast Region (2006-2013)Directed team of IT professionals in daily operations, coaching, analyzing workflow, assigning schedules to meet service level agreements and develop professional working relationships with customers. Managed technicians supporting each of four 450 seat Centers in the Southeast and 400 Retail locations in the Louisiana, Alabama and Florida. •Developed for IT Technicians a National Employee Rewards and Recognition Program targeted teams and individuals which by improving employee morale. Nationally implemented in the field.•Created Differentiated Services Program designed to be proactive approach to resolve Customer issues and effectively reduced incidents by more than 30% nationally.•Led effort to design Info Share communication vehicle on Microsoft SharePoint which vastly improved best practices, current issues and fixes and communicate experience on rollouts or outages and forum for all technicians to communicate. Approved by Director and implemented.•Assisted in support of Cable Modem/DSL services to over 2,000 Retail Stores.•Coordinated both hardware and software deployments in Centers and Retail locations.•Developed and implemented Service Model driving services to lower costs solutions.

Provided effective management enabling technologies in Customer Care Call Center. Identified, evaluated and recommended existing or new technologies to ensure common, consistent execution. Act as liaison to technical support groups and interface with Director and Management group. This inbound customer service center has 650 agents operating in fast paced customer focused environment. Converted external customers incoming fax process at all 14 Call Centers in US to electronic technology, Genifax enhancing distribution, customer response time and accountability. Response time was reduced by 8 hours to our customers, keeping the agents on line and available to answer customer calls. Developed and implemented plan for PC replacement in Center effectively reducing handling time. Also created asset management system to control and monitor PC’s which enhanced business controls and losses. Led project team of CTS’s in developing job descriptions for CTS I-III positions which were implemented nationally. Developed Disaster Recovery Plan for all Call Centers throughout US responding to natural disasters. First ever written document with procedures to handle natural disasters or outages. Developed Center wide program to reduce system exception time by 6%.

AGILENT TECHNOLOGIES, Palo Alto, CA and Fort Lauderdale, FL 1999 – 2002 (Global provider of products and services utilized by communications, electronics, and life sciences)Call Center Manager/Program Manager Administered overall leadership, management, and strategic direction for inbound best-in-class Call Center servicing US, Canada, and Puerto Rico. Monthly volume of 40,000 calls providing tri-lingual service across multiple time zones. Managed main list number consolidation program for all locations.• Responded to worldwide direct customer feedback surveys by developing and implementing site main number consolidations throughout US, Canada, and Puerto Rico reducing customer contact points from 115 to 1 toll free number. Developed similar plan for Western Europe and Latin America.• Initiated, developed, and implemented Symposium Software, metrics and customer service level for Call Center providing management tools to assess agent and department performance, manage operations, and develop appropriate skills sets to meet business needs resulting in best-in-class rating.• Reduced headcount resulting in savings of $500K while improving level of service. Reduced call abandon rate from 15% to 4% and time-to-answer from 40 seconds to 10 seconds.• Designed and implemented silent monitoring program to evaluate quality of service and provide feedback and coaching to agents.• Introduced remote agent technology allowing virtual agent resources regardless of physical location.• Expanded hours of service to 7:30 AM EST – 8:15 PM EST to accommodate West Coast customers without increasing staff.• Developed and implemented global Call Management policies

Miami/Fort Lauderdale Area

Provided overall leadership, direction, and cohesiveness for dynamic branch sales and support office with revenues exceeding $2B.Worked with Sales and Service Managers facilitating the sales effort with face to face meeting with customers. Handled escalations from customers providing solutions and ensuring customer satisfaction. Lead numerous national programs and process improvements. Managed HP’s business in Puerto Rico’s Sales and Service office. Responsible for all facility matters, business processes and administrative support. Hired, developed, mentored, and trained direct reports resulting in advancement of 20 employees.

Master Of Business Administration (Mba), Business Administration And Management, General

MBA

Master Of Business Administration - Mba

Bachelor Of Arts (Ba), Urban Studies And Pre-Law, Summa Cum Laude

Activities and Societies: Baseball Captain Cross Country

Bachelor Of Arts - Ba