John Clanton Email & Phone Number

Richmond, Virginia Area

Responsible for managing 24x7 operations, ensuring availability for portfolios of critical customer facing and business applications. Recruited, motivated and developed highly skilled staff that focused on service delivery and meeting business expectations. Analyzed performance data and implemented corrective measures to improve service delivery. Responsible for resolving customer escalations and enhance customer satisfaction. Efficient in critical incident management and situational leadership irrespective of technology. Delivered requirements and successfully transitioned hundreds of applications from delivery to support operations. Enabled efficiencies to allow the integration of new applications into support teams with minimal additional resources required.Managed technologists across multiple remote locations supporting 20 complex applications in Lending, Merchant Services, and National Small Business using Cloud/AWS, Unix/Linux, Wintel, and Mainframe hosted environments.Implemented agile techniques to improve engagement productivity, and ensure deliverables were on-time. Resolved impediments, and increased team efficiency by 25%.Directed efforts to utilize Splunk to create dashboards, and improve monitoring and troubleshooting capabilities.

Richmond, Virginia Area

Managed platform stabilization effort for several mission critical processes. Created and implemented strategies to improve operations stability resulting in a 43% decrease in critical incidents. Received the CEO award for excellence.Responsible for Vendor relationship management with Vantiv (ATM/Debit processing), and FIS (Mainframe hosting) . Improved FIS support engagement and problem management process to reduce high severity incidents by 83% and incident duration by 37%.Insourced application support into a central model managed within the Command Center, driving down incidents by 40% through streamlining and automation and resulting in a net savings of $500K.

Richmond, Virginia Area

Promoted to Sr. Manager and directed team of 25 technology associates and contractors across multiple remote locations. Managed $7mm budget for support, software and maintenance. Managed outsourced service provider with 50+ dedicated technicians to ensure business process availability for critical enterprise systems.Responsible for data warehouse and data movement environments utilized by 1,000 analysts and operational processes. Supported over 300K monthly batch executions and reduced high severity incidents by 40%. Managed cross functional teams of support staff, and performers on multiple efforts simultaneously during four core system conversions and drove the team to successful (on time, on budget, minimal issues) implementations.

Richmond, Virginia Area

Managed, coached and developed 7 process managers.Performed gap analysis, performance reporting and service quality reviews to influence executive leadership to fund solutions for systemic issues. Standardized service level reporting across all major lines of business resulting in high customer satisfaction.

Richmond, Virginia Area

Promoted to Manager and directed 12 associates and contractors in Unix, DBA, and application teams supporting multiple eCommerce applications including digital online servicing with 7 million customers.Led project to standardize web and application server farm configurations to improve reliability and availability which decreased overall incidents by 40%.Selected to audit UK eCommerce systems and processes and presented findings to the CIO resulting in the remediation of high risk gaps.

Richmond, Virginia Area

Provided 24x7 application support for several critical customer facing applications. Developed middleware expertise; created and implemented a resilient architecture to allow monthly releases with no downtime or customer impact.

Provided Application/ Server support for Commercial Operations division of Virginia Power.

Richmond, Virginia Area

Managed help desk support for the Corporate headquarters. Supervised and trained other IT staff members to support the needs of Executives and other 80+ users.Administer all aspects of the Lotus Notes NT Server, and Novell File Servers including troubleshooting and resolving network related problems while insuring the security and integrity of all systems.Project Leader for the implementation of Lotus Notes email system and Windows migration

Richmond, Va

Installed and integrated local area networks of PC based point of sale systems at golf courses nationwide. This included training Club management, Golf Professionals, and and staff personnel.Provide technical support on all aspects of point of sale system software and hardware issues via telephone and / or remote communications.