John Knight Email & Phone Number

Massachusetts, United States

Natick, Massachusetts, United States

Exeter, Ri

• Supervision and mentoring of staff• Responsible for Major Incident Management, Service Improvement Planning, and delivery of client entitlements• Identify opportunities for team trainings, improvements, and proves implementation, championing these efforts within the team. • Align with SDM leadership to define team strategies and achieve measurable organizational goals. • Manage account portfolio for each SDM within the team. • Provide guidance on analyzation of trends… Show more • Supervision and mentoring of staff• Responsible for Major Incident Management, Service Improvement Planning, and delivery of client entitlements• Identify opportunities for team trainings, improvements, and proves implementation, championing these efforts within the team. • Align with SDM leadership to define team strategies and achieve measurable organizational goals. • Manage account portfolio for each SDM within the team. • Provide guidance on analyzation of trends, gain insight, and implement proactive measures to service improvements. • Monitor team compliance with SLA's and manage service delivery teams to meet contract obligations. • Conduct Monthly 1:1 meetings and annual performance reviews• Sr. Service Delivery Manager duties (below) Show less

Exeter, Rhode Island, United States

Act as trusted client advocate for all work being performed for assigned client(s)• Work with the delivery teams to ensure that services are performed in a manner consistent with contractual obligations • Primary interface for assigned client(s) regarding work prioritization, escalations, reporting needs• Works with the Executive Partners to review client(s) contracts and suggest enhancements designed to improve service• Liaises with Project Managers as needed to appropriately… Show more Act as trusted client advocate for all work being performed for assigned client(s)• Work with the delivery teams to ensure that services are performed in a manner consistent with contractual obligations • Primary interface for assigned client(s) regarding work prioritization, escalations, reporting needs• Works with the Executive Partners to review client(s) contracts and suggest enhancements designed to improve service• Liaises with Project Managers as needed to appropriately oversee project handover through the Operational Readiness Review (ORR) process through ‘go-live’. Obtains high customer satisfaction during ‘launch’ of new or additional services. Ensures that expectations are properly aligned and that services are launched smoothly• Oversee that Service Levels (SLA’s) are met, working with delivery teams and lead engineer(s) as needed to remediate failures, creation of Improvement Plans where required• Coordinate with the Executive Partner(s), Technical Directors, client(s) and technical lead(s) to ensure that specific business problems are being met with appropriate Atrion solutions• Participate in the business development lifecycle to assist in evaluating technical and business requirements, writing and/or editing Statements of work as applicable to solutions for your assigned client(s), this may include proposal engagement• Engage with engineer(s) as needed to maintain a proactive approach to solving chronic issues, obtaining RFO / root cause for service interruptions for your assigned client(s)• Takes a lead role to schedule and to conduct required recurring service reviews between client(s) and the delivery team(s), production / gathering of necessary reports, metrics, data points to support service reviews• Participation in periodic reviews to identify service improvements required to increase customer satisfaction Show less

Warwick, Ri

• Act as trusted client advocate for all work being performed for assigned client(s)• Work with the delivery teams to ensure that services are performed in a manner consistent with contractual obligations • Primary interface for assigned client(s) regarding work prioritization, escalations, reporting needs• Works with the Executive Partners to review client(s) contracts and suggest enhancements designed to improve service• Liaises with Project Managers as needed to… Show more • Act as trusted client advocate for all work being performed for assigned client(s)• Work with the delivery teams to ensure that services are performed in a manner consistent with contractual obligations • Primary interface for assigned client(s) regarding work prioritization, escalations, reporting needs• Works with the Executive Partners to review client(s) contracts and suggest enhancements designed to improve service• Liaises with Project Managers as needed to appropriately oversee project handover through the Operational Readiness Review (ORR) process through ‘go-live’. Obtains high customer satisfaction during ‘launch’ of new or additional services. Ensures that expectations are properly aligned and that services are launched smoothly• Oversee that Service Levels (SLA’s) are met, working with delivery teams and lead engineer(s) as needed to remediate failures, creation of Improvement Plans where required• Coordinate with the Executive Partner(s), Technical Directors, client(s) and technical lead(s) to ensure that specific business problems are being met with appropriate Atrion solutions• Participate in the business development lifecycle to assist in evaluating technical and business requirements, writing and/or editing Statements of work as applicable to solutions for your assigned client(s), this may include proposal engagement• Engage with engineer(s) as needed to maintain a proactive approach to solving chronic issues, obtaining RFO / root cause for service interruptions for your assigned client(s)• Takes a lead role to schedule and to conduct required recurring service reviews between client(s) and the delivery team(s), production / gathering of necessary reports, metrics, data points to support service reviews• Participation in periodic reviews to identify service improvements required to increase customer satisfaction Show less

Warwick, Ri

Atrion is People – People empowered to fuse business and technology. We are all about “Unbreakable Relationships” and providing the “Ultimate Experience” whether that is the experience our employees feel in the workplace or our relationships with our clients. We are all about excellence!

Cranston, Ri

• Supported System Infrastructure including Windows Server 2008, Active Directory, RSA, VMWareo Performed AD Health Assessment and Remediated Issues Found Resolved Unreferenced Domain Controllers Optimized Group Policies Reorganized OUs Simplified Logon Scripts Upgraded to all 2008 DCs Streamlined Site And Services Configurationo Bought, Rack/Stacked new servers for QA and Staging environments including: VMWare SQL Server Web… Show more • Supported System Infrastructure including Windows Server 2008, Active Directory, RSA, VMWareo Performed AD Health Assessment and Remediated Issues Found Resolved Unreferenced Domain Controllers Optimized Group Policies Reorganized OUs Simplified Logon Scripts Upgraded to all 2008 DCs Streamlined Site And Services Configurationo Bought, Rack/Stacked new servers for QA and Staging environments including: VMWare SQL Server Web Servers Application Serverso Brought new colocation onboard to house QA environmento Implemented Enterprise WiFi with AD Integration• Supported Application Back-End Processeso Implement System Monitoring (Service Up/Down, Disk Space, Etc)o Deployed New Windows Services For Custom Applicationso Utilized SQL to support custom applicationso Implemented DFS File Replication to Synchronize Data between Locations • Implemented Change Control and Separation of Duties Show less

San Jose, Ca (Worked Remotely)

Technical Consultant• Supported ITIM Implementation for large pharmaceutical company• Documented system architecture, process/business flows• Identified implementation gaps• Performed Windows Administrative Functions to support Data Center Migration• Performed Data Analysis/Consolidation of multiple CMDB sources• Performed Various Administrative Tasks to support Reverse Transition/Decommissioning Effort• Utilized Visual BASIC to streamline & automate QC and… Show more Technical Consultant• Supported ITIM Implementation for large pharmaceutical company• Documented system architecture, process/business flows• Identified implementation gaps• Performed Windows Administrative Functions to support Data Center Migration• Performed Data Analysis/Consolidation of multiple CMDB sources• Performed Various Administrative Tasks to support Reverse Transition/Decommissioning Effort• Utilized Visual BASIC to streamline & automate QC and Processing of file for bulk upload to CMDB for the purposes of Data Integrity• Managed Change Controls for over 1,800 Configuration Items to support Reverse Transition/Decommissioning Effort.• Performed Active Directory Health Assessments and Remediation including but not limited to Group Policies and Login Scripts Show less

Pawtucket, Ri

• Project Planning for new project initiatives• Managed small technical staff.• Supported Windows Infrastructure as a member of Wintel Support Team• Evaluated/Installed/Implemented Security Software including: o IBM Tivoli Identity Manager o RSA SecurID o NetIQ Security Manager o Active Directory 2000-2003 o AD Group Policies o NTFS Security• Implemented ERP Security for Movex • Maintained and streamlined Cognos Security• Utilized Visual Basic to… Show more • Project Planning for new project initiatives• Managed small technical staff.• Supported Windows Infrastructure as a member of Wintel Support Team• Evaluated/Installed/Implemented Security Software including: o IBM Tivoli Identity Manager o RSA SecurID o NetIQ Security Manager o Active Directory 2000-2003 o AD Group Policies o NTFS Security• Implemented ERP Security for Movex • Maintained and streamlined Cognos Security• Utilized Visual Basic to automate tasks, create utilities & generate reports• Acted as “Level III” support for internal IT Staff Show less