John Kates, Itil, Itam Email & Phone Number

Detroit, Michigan, United States

Manage 45+ IT/AVOps technicians, inventory specialists, service desk representatives & managers.Project planning and management for technology maintenance & deployment initiatives.Provide departmental objectives and key results (OKR) definition & delivery guidance.Service management SaaS admin & improvements (Cherwell CSM/CMDB). Decreased service incident time-to-resolution by 30%.Implemented a new management model to improve leadership and oversight.Remodeled the order receiving & deployment processes and team structure.

Metro Detroit, Mi

Managed the day-to-day IT/AV technical support services team of 10+.Engaged with customer executives, supporting project/service ops escalations, pre-sales activities, and weekly stakeholder meetings.Designed and managed paper-to-digital work order assignment migration project.Salesforce-to-ServiceNow migration team member.BMC Remedy service management SaaS user/improvement team.SynchroTeam service management SaaS admin/developer/implementer.Awarded the first three-year contract renewal with Customer by surpassing SLA’s and providing continual cross-functional improvement.

Metro Detroit, Mi

Designed and delivered “white glove” support experiences to C-Level, Upper Management, and scientific collaboration groups at the Ford Research and Innovation Center (RIC).Gathered data and created user experience use cases to improve collaborative interaction experiences and maximize space and technology utilization.Worked directly with stakeholders to provide specialized service management insight and strengthen the Ford/AVI-SPL relationship.

Greater Detroit Area, Mi

Designed and implemented technical systems strategies, supporting digital records compliance solutions for Michigan-based medical offices.Authored standard and tiered technical support offerings.Provided relationship management guidance techniques to procure and maintain lasting working relationships with technical service and staffing agencies.

Remote, Us-Nationwide

Managed and assisted up to 21 concurrent nation-wide AV & technical integration projects from project kick-off to closure.Hosted weekly project status update meetings with project POC/stakeholders.Established and managed partner and service provider relationships.Managed project equipment procurement, shipping, and logistics.

U.S. / International

- Production/Stage Manager for musical artist groups and corporately endorsed tours. Scheduling for load-ins, load-outs, equipment (backline) shipping & transportation, perishables, venue hands availability, special FX inspection clearances. -Team lead touring live performance AV and lighting technicians to present multiple “one-off” concerts locally and internationally. -Act as Front-of-House and Monitor audio designer/engineer.

Royal Oak, Mi

Managed design, installation, and maintenance staff to deliver high-end audio/video, network, and automation systems for homes and businesses.

Developed and managed maintenance, operation, and improvement projects supporting the casino floor media/technology user experience and SoundBoard theater audio, video, lighting, and networking systems.- Asst. Stage Manager for guest musical artist groups, corporate shows, and exhibition events. Scheduling for in-house AV equipment use and maintenance, AV systems repair and upgrades, union stage worker tasks, and pre-show meetings with venue management, lighting, video, and audio staff. -System upgrade equipment proposal and install scope-of-work creation. -AV systems planner and technician for 20000 sq ft conference area and 2 stand-alone video/audio conferencing rooms. Full portioning to achieve 9 separate areas with audio and video projector capabilities. -Front-of-House and Monitor audio designer/engineer

Mechanical Engineering

Audio Recording, Technology, And Editing

High School, College/University Preparatory And Advanced High School/Secondary Diploma Program