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.
• 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.
• 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.
• 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.
• 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.

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.

• 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.
• 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%.

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.
• 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.
• 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.

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.

• 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.
• 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.
• 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.
• 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.

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.

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