Johnathon White Email & Phone Number

Los Angeles, Ca, Us

Irvine, Ca, Us

• Oversaw and guided an international team in multiple countries dedicated to the development and optimization of Oracle CRM solutions, fostering a collaborative and high-performance work environment.• Strategically aligned team efforts with business objectives, ensuring the successful implementation and enhancement of Oracle CRM systems across global operations.• Monitored and identified potential business risks, inefficiencies, and opportunities related to Oracle CRM systems, proactively implementing measures to mitigate risks and optimize processes.• Led technical discussions and provided expert insights in architecture design, solution selection, and implementation, driving the evolution of the organization's CRM capabilities.• Managed the end-to-end technical lifecycle, including requirements gathering, design, development, testing, deployment, and post-launch support, ensuring the delivery of high-quality solutions on time and within budget.• Directed the management of service requests and incident tickets, ensuring timely and effective resolution to maintain optimal system performance and user satisfaction.• Fostered continuous improvement by establishing and maintaining robust documentation, process standardization, and best practices for Oracle CRM solutions, resulting in streamlined operations.• Conducted regular knowledge-sharing, "Train the Trainer" session for staff, enhancing their technical proficiency and fostering a culture of continuous learning.• Orchestrated Oracle CRM-related releases and deployments, coordinating cross-functional teams and minimizing disruption while maximizing adoption.• Championed the utilization of CRM analytics to provide actionable insights, enabling data-driven decision-making and contributing to strategic business growth.• Collaborated with cross-functional teams, including sales, marketing, and customer service, to align CRM strategies with broader business objectives and ensure a unified customer experience.

Irvine, Ca, Us

• Collaborated closely with key stakeholders to identify and analyze CRM business requirements, facilitating the translation of these needs into comprehensive technical specifications.• Monitored and identified business risks, inefficiencies, issues, and opportunities within the Oracle Service Cloud environment, proactively providing insights to drive improvements.• Provided technical expertise in architecture design, solutions selection, and successful implementation, contributing to the optimization of technical solutions.• Managed the technical workstream, overseeing tasks such as configuration, integration, data conversion, and testing to ensure seamless project execution.• Led the management of service requests and incident tickets related to Oracle Service Cloud, consistently delivering timely and effective solutions to meet user needs.• Spearheaded new implementations, functionality enhancements, application updates, and resolution of performance issues within the Oracle Service Cloud ecosystem.• Developed and maintained comprehensive process documentation and training documentation, contributing to process standardization and continuously identifying opportunities for process and procedure enhancements.• Conducted training and knowledge transfer sessions for team members, users, and stakeholders, enhancing their proficiency with Oracle Service Cloud.• Assumed responsibility for Oracle Service Cloud-related releases and deployments, ensuring successful rollout and adoption.• Collaborated on data integrations between Oracle Service Cloud, SAP, PayPal, FedEx, MuleSoft, as well as other third-party systems, facilitating seamless data flow and synchronization.• Guided users in performing User Acceptance Testing (UAT) and conducted thorough regression testing, performance testing, and Disaster Recovery testing.• Created and developed insightful reports and interactive dashboards, offering valuable business insights to support decision-making processes

Englewood, Co, Us

Technical Administrator and Project Manager responsible for the development, implementation and maintenance of multiple E-Commerce Omni-Channel CRM & Telephony projects ( Dynamics, Salesforce & Oracle Service Cloud). Lead functional and technical teams comprised of both internal and client representatives. Managed deliverables to ensure adherence to applicable scope and budget requirements established by client statement of work. Created executive level documentation including project status reporting, utilization and analytics on a weekly, monthly and quarterly basis.Developed technical planning, design and configuration of all enhancements to the Oracle Service Cloud and InContact Telephony environments. Responsible for coordination of product updates, change requests and technical application support. Conducted application enhancement demos, developed wireframing & UX design, training documentation and client training sessions.

Englewood, Co, Us

Held leadership role as day one strategic consultant member of the on-site dedicated team for production support and change requests implementation of Federal Bureau’s Oracle RightNow CX (CRM) Platform. Responsible for becoming Subject Matter Expert (SME) and documenting of workflows, policies and procedures related to the government client’s inner workings and their translations into both their system architecture and specific instance of the RightNow Platform. Key Results:• Conducted multiple JAD sessions for determining business needs and conversion of said needs into functional requirements documents, wire frames, functional testing and use cases of all for all change requests.• Successful implementation of Pilot Agile / SCRUM methodology team, revamping of Federal Bureaus development cycle and change request / production support tracking workspace and preparation of Training Documentation agent use.

Technical consultant and liaison charged with over-seeing IT system development and implementation of proposed “state of the art” contact center for the Department of Homeland Security’s Student Exchange and Visitor Program. Conducted in-depth Gap Analysis with entire SEVP leadership to ensure program initiatives were continually upheld throughout the implementation process. Served as the technical project representative during multiple off-site vendor demonstrations to aid in government acquisition process. Charged with the creation and maintenance of the integrated project timeline and master schedule for all technical aspects surrounding the reformation of current call center. Hosted numerous workshops with our government clients to for the purpose of refreshing roles and responsibilities as well as policy / procedural reformation.Key Results: Instituted technical best practices for software development team, to aid in application & data migration of current database solutions, Microsoft Access & Oracle to SharePoint using both MySQL and SQL.  Produced the Technical Concept of Operations (CONOPS) for the transition and formalization of the SEVP’s contact center helpdesk.  Developed and managed requirements traceability matrix to trace business and functional justifications. Created Cost / Benefit Analysis for all projected hardware and software components required for development of SEVP’s contact center to be used as business justifications during government acquisition process . Developed methodology and procedures for standardized performance management reporting / analytics for monthly submission to Senior Management.

Washington, Dc, Us

Team leader charged with management of both hardware and software assets including acquisitions control, accountability, configuration / change management, maintenance, utilization and disposition. Ensured license compliance and tracked support/ maintenance renewals for hardware and software assets. Spearheaded various procurement projects including but not limited to developing as well as maintaining vendor-company relations. Responsible for oversight of entire purchasing process from the client requests for proposal to administering purchase orders submitted to invoice payment. Ensured compliance with company as well as Federal purchasing regulations and adherence to departmental budgeting constraints.Key Results: Developed SharePoint site and content including project requirements, implemented policies and developed performance metrics / measurements as part of an integral management team. Ensured procedures and statements of work to bring the NOAA, ESPC division were in complete compliance with NESDIS guidelines as a result the division passed initial CT&E Asset Management audit with 99 percent approval. Created and managed completely functional Hardware / Software and Purchasing / License Management web-based databases using Microsoft Access, VBA and MySQL that spawned the organizational wide asset management reformation initiative.

Houston, Texas, Us

Developed and implemented solutions to improve data integrity in the National Files Tracking System (NFTS) for file locations and statuses at all USCIS Record Institutions. Provided desk-side support as Subject Matter Expert (SME) as well as Tier 2 support to enhance the knowledge of NFTS procedural expectations and improve the records operations at each site. Development and maintenance of NFTS “Train the Trainer” documentation for use by HQ personnel and USCIS filed locations. Collaborated with offices to properly classify and re-classify sections within NFTS tracking and financial accountability surrounding file control and daily transactions.Key Results: Revamped and expanded entire “Train the Trainer” documentation and curriculum to compete with new industry standards and best practices in federal records management system. Created “Fast Facts Sheets” from RMD Help Desk Frequently Asked Questions (FAQ) documentation on NFTS to enhance user reference guides for both technicians and software clients.

Recruited to help open new branch in Chantilly as part of company's expansion of services to defense and national security clients, assisted with a full spectrum of core IT services such as advanced systems engineering, integration services, ETL and solutions. Provided project and logistics support to management, and worked closely with high-level officials to provide examine business and financial practices. Maintained procurement and equipment data, and administered on-site reviews of numerous company field offices for compliance with policies and procedures. Managed requests for hardware and software services and reviewed requisition execution processes for accuracy.Key Results:Played a key role in ensuring the successful launch of Chantilly office to consolidate teams, and implemented programs in the areas of training, procurement and requisitions.Commended for performance, consistent completion of projects before deadline and for continuously ensuring that accurate procurement data is provided to Requisition Managers.Recognized for being the only employee in department to pass the CHAMP certification.Brought asset deployment to secured and unsecured field offices into full compliance with company's policies and procedures, as well as federal guidelines.

Managed and resolved database integration issues including migration between disparate databases, integration, maintenance/conversion, and new applications. Maintained comprehensive development databases that required expertise of new software installation, software configuration, information security administration, data analysis, and database design. Administered database development and updates for Information Technology Headquarters (ITHQ), Civilian Agencies Group (CAG) and Defense Group (DEG) business units. Provided support to application developers with testing and debugging new programs to ensure compatibility with existing server technologies. Key Results:Completely overhauled company's asset management tracking tool and converted system from Microsoft Excel to Microsoft Access database by using ETL to produce better efficient means for tracking and reporting results, as well as department's refresh notification system. Managed office team for Office Director during a 7-month absence during branch transition to Chantilly and readily stepped up to the plate, fulfilling the Director's responsibilities in addition to maintaining other work portfolios.Oversaw shipment of equipment and depot logistics by conducting weekly on-site reviews at field office, and provided updates and recommendations to management.

Reviewed systems to ensure appropriate controls are in place so that inventory movements are properly tracked and accurately monitored, and recommended changes if needed. Liaise with various relevant departments and offices to ensure that proper compliance to all policies and procedures are met. Conducted monthly inventory of retail for Nextel regional stores, and offered recommendations for improving overall performance by regional stores.Key Results:Played a key role in the development of the Shrink Improvement Plan that reduced overall company costs and spillovers. Reported and tested for system anomalies in a numerous Microsoft Access and Visual Basic pilot programs during the implementation phases which led to the creation of the Nextel Retail Store (NRS) Inventory Maintenance System Led brainstorming meetings and maintained daily exchanges with district store managers to strategize ways for resolving issues involving procedures, systems management, and other inventory-related issues. Supervised staff, responsibilities included the review of service agreements drafted by staff members to determine whether agreements met company expectations, and decided on whether to deny or approve agreements for further processing and finalization.

Dublin 2, Ie

Developed and established quality assurance standards and measures for the human resource services within company organization. In charge of gathering and analyzing data in support of payroll, project budgeting, software application development, operations systems and employee verifications. Key Results:Created and managed a database using Oracle to improve company's information gathering, file sharing, data scrubs or searches, and cataloging as well as to increase research capabilities for planning and executing programs/projects. Served as the point of contact for file processing and determined clearance decisions for management.Performed lead role for collecting, organizing, and compiling program data from a wide variety of sources for the use in researching and analyzing issues of quality assurance.

Formatted and combined text, numerical data, photographs, charts, and other visual graphic elements to produce publication-ready material including brochures, personnel forms, and policy pages using Microsoft Office and Adobe.Key Results:Consulted with sales representatives and experts to reach consensus on bid specifications and produce results under tight deadlines. Solved technical problems with Adobe Acrobat and InDesign in a multi-user LAN environment.

Bachelor Of Arts & Science, Information Systems Technology; Graphic Design

Bachelor Of Arts & Science, Information Technology

Education record

Education record