John Scully Email & Phone Number

San Jose, Ca, Us

Global Customer experience Technology led Business Transformation (multi-year Strategic initiative):-Portfolio manager for 3 key Cross-functional Strategic Portfolios in an organisational Tech Transformation. Responsible for spinning up Portfolio 1 and setting up Program (x4) structures and teams.Responsible for taking over Portfolios 2 and 3 to deliver key capabilities to unlock multi-year value plans for our Global CX Organisation. Programs included AI Conversational ChatBot, IVR and Social and Messaging platforming for new CX contact channels. - Senior Program manager for 4 key strategic Programs:1. Content Next: Evaluating and planning for new Global Content management system including localisation.2. Discovery and strategic planning for a new Global Case Management / CRM system, including facilitating gathering Global cross-functional business requirements for Core product and Platform teams.3. Contact Routing: Strategic planning and execution of Global redesign of Customer Services.- People manager for three Senior Project managers based in North America and two based in Europe.- Single point of contact for engagement teams, to help shape and communicate new recognition and wellbeing programs, events and development opportunities, across our Global Program, Project, Strategy and Transformation teams.

San Jose, Ca, Us

o Responsible for the implementation of a solution to route reactive Phone, Chat and Email Customer Services volume, and Proactive chat volume, to new dedicated CS teams in the UK support centre.o Teams created to provide a bespoke service to New or Reactivated buyers, encouraging to them re-purchase items on site more frequently, and increasing their satisfaction with the company.

San Jose, Ca, Us

o Responsible for all aspects of Customer support readiness, to implement the transformation of the eBay Returns customer flows globally in 2017.

San Jose, Ca, Us

o Lead the Transformational Program ‘Differentiated Service Strategy’ to closure; creating cross-functional work streams and implementing Governance around the transformation of eBay Customer Support routing strategy and architecture.o Created an experienced cross-functional Post-Program Advisory body, to govern decision making in alignment with the original Program objectives and vision after it had closed.

San Jose, Ca, Us

o Created and lead project teams globally, to implement local & regional specific aspects of the DSS Program through cross-functional project initiation, planning, execution and closure, according to the eBay Project management life-cycle.o Built and maintained project plans & managed resources, risks, issues, budget and schedule within the parameters of the agreed project scope. o Supported the business post-launch, until the new environment was stable and the project was handed over to business operations.o Overall Project manager for deployments in UK & Ireland, South-east Asia, Greater China, Japan & Israel.  Project execution required travel to be onsite for deployment in these markets.o Provided project support to deployments in Germany, France, Italy & Spain.

San Jose, Ca, Us

Experienced project manager with responsibilities for operational readiness across European sites.

San Jose, Ca, Us

San Jose, Ca, Us

Bonn, De

• Technical Project manager for projects of any scale.• Server owner and service manager of three HP-Unix 11i servers in EMEA data centre.• Incident manager for issues relating to these servers.• Composed and maintained the documentation library for IT computer operators based in the EMEA data centre in Prague. • Provided 2nd line technical support for +30 UNIX and Windows applications and Informix SQL databases for 750 users. These systems were both in-house and 3rd party. • Bi-weekly 24/7 on call support for critical out of hour’s issues for all business units, including ‘VIP’ calls from board of directors.• Created and maintained interfaces between different operating systems including data transfers between HP-UNIX, Solaris and Windows.• Managed Sun Sparc servers and their connections to Sun Solaris servers.• Maintained user accounts and profiles on many in-house applications.• Responsible for printer installations and administration in applications using UNIX tools (LP, ULP and SAM) and on Windows 2003 server.• Developed and implemented solutions for ad-hoc issues as requested by business IT.• Provided monthly performance reports on systems, hardware and helpdesk.

Bonn, De

• Supported 750+ users in multiple sites at frontline level, while meeting prescribed SLA’s and recording solutions within service desk systems. • Trouble-shooter of Citrix Farm users, 100+ Applications (commercial and custom).• Supported PC , Laptop and WYSE terminal users and any peripheral hardware.• Worked as part of a team of 4, on shifts, during the hours of 07:00 to 22:00pm.• Proactive server and application monitoring. • Configuration and support of wireless devices.• Supported Printers, barcode Scanners, Volumetric machines and peripheral hardware.• Backup management, admin/restore/offsite tape storage.• Set up new users in Active directory and other admin tools. • Modification of Citrix profile scripts for printer and drive mapping.• Ran daily/weekly/monthly documented IT procedures.• Built relationships with 3rd party vendors for maintenance & support of applications

Bonn, De