John D. Carson, Cissp Email and Phone Number
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John D. Carson, Cissp phone numbers
Executive with 25+ years of increasing levels of responsibility in global Geo/Theater Operations Leadership (NA/LTAM/EMEA/APAC/JPN), Vendor Management, SaaS/Cloud/Mobile Support, Security and Information Technology, Digital Transformation, Customer Care, Client/Relationship Management, ITSM, Help Desk/Call Center, Brokerage, Sales, & Institutional Operations. Demonstrated success as a strong BU leader with P&L management that excels in technical, analytical and problem solving competencies. Proven abilities in developing tactical hands-on managers/directors and top performing individual contributors using expert coaching and mentoring skills. Known for being an excellent negotiator & proactive change agent skilled in process and workflow redesign/improvement, resource optimization and cost reduction strategy implementation.Certifications & Licenses: Certified Information Systems Security Professional (CISSP), Certified Help Desk Director (CHDD), ITIL, ISO20000, NASD Series 8, 7, & 63.Skills:Artificial IntelligenceAuditingBCP/DRBrokerage ComplianceBrokerage OperationsBudgetingBusiness Process ImprovementsBusiness AnalyticsChat BotCoachingCost ReductionCSAT/NPS ImprovementCustomer ServiceCall Center ManagementCloudCISSPConsultative SalesContinuous ImprovementContract NegotiationCrisis ManagementCTICustomer Service ManagementCustomer RetentionDigital TransformationDue DiligenceEnterprise Risk ManagementField SupportGDPRInformation SecurityITILIVRInstitutional Relationship ManagementJiraKPIKaizenLeadershipLean Six SigmaManagementMentoringMicrosoft OfficeMonthly Operating ReviewsNASDOperations ManagementOptimizationOutsourcing/NearShore/OffshoreOrganizational DesignOracle CRMP&LProject ManagementProcess Re-engineeringQuality AssuranceQuarterly Business ReviewsProblem SolvingRelationship ManagementRemedyReportingResource ManagementResults DrivenRisk ManagementSaaSSalesforceService Desk ManagementServiceNowSecuritySiebel on DemandSoftware Technical SupportStrategic PartnershipsStrategic PlanningTalent AcquisitionTalent DevelopmentTalent ManagementTeam BuildingTechnical SupportVendor ManagementWorkforce Management
Oracle
View- Website:
- oracle.com
- Employees:
- 202102
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Senior Director Global Resource And Vendor ManagementOracleDallas, Tx, Us
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Senior Director Global Resource & Vendor ManagementOracle Apr 2021 - PresentAustin, Texas, Us
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Senior Cloud Waf Product Support ManagerImperva (Formerly Prevoty) Mar 2021 - Apr 2021Marina Del Rey, Ca, Us -
Marketing Operations - Vendor ManagementMcafee Jan 2021 - Mar 2021San Jose, California, Us -
Head Of Global Consumer Support & RetentionMcafee 2016 - 2020San Jose, California, UsResponsible for $36M/yr multi-vendor outsourced operations providing various types of Consumer and Enterprise support for McAfee. Manage over 1700+ agents/engineers providing support across all 5 global geographies (North America, LTAM, EMEA, APAC, & Japan). Additional LOBs to prior role: Retention, Outsourced EMEA/Japan/APAC Enterprise Support, GDPR, and Social Media with world class tactical KPIs and CSAT results. Serve as Consumer Support executive on ELT, VMO Executive for all Outsourced Service Delivery providers, and chief contract negotiator.
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Senior Director - Americas, Japan, Mobile, SaasMcafee 2008 - 2017San Jose, California, UsResponsible for $28M/yr multi-vendor outsourced operations providing various types of Consumer and Corporate support for McAfee. Manage over 1500+ agents/engineers providing support across 3 global geographies (North America, LTAM, & Japan) and multiple segments: Customer Service T1-T3, Corporate Customer Service, Technical Support T1-T2, SaaS/Cloud, Mobile T1-T3, ECAT, Partner Program Management that handle 5M+ contacts across all channels (Phone, Chat, Email, Fax, Web). Serve as Prime POC for 2 Outsourced Service Delivery providers.
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Director - Outsourced Vendor OperationsMcafee 2006 - 2008San Jose, California, Us• Re-engineered and optimized McAfee’s $28M outsourced WW Consumer Support Operations by consolidating vendors from 8 down to 3 and reduced the geographical footprint from 15 locations down to 8 via rigorous RFP selection and due diligence process through transformational implementation which resulted in a $2M savings annually while simultaneously increased Customer Satisfaction 32% (3.1 to 4.1) to record high levels for the division.• Improved vendor operations management effectiveness and vendor performance by drafting, negotiating, and implementing a penalty-based performance management matrix and contract addendum to ensure mission critical KPI / SLA’s were achieved.
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Avp/Director - Global Service DeliveryAffiliated Computer Services 2003 - 2006Directed all strategic and tactical operations and served as Practice (aka "Tower") Director/AVP for ITO outsourced enterprise help desks including multiple Fortune 500 clients from several verticals with direct management of 530+ employees in multiple domestic and international locations. This $24M global operation supports over 250,000 end-users worldwide and with annual volume of over 2,260,000 contacts across multiple channels.• Turned around operation’s P&L to Profit Center from Money Losing Unit (MLU) status through aggressive performance management, labor cost reductions, improved KPIs, implementation of process-based workflow; and increased revenue by recovering misappropriated expense allocations and correcting gap in sales-to-operations turnover accounting process.• Leveraged technology through implementation of a World Class ACD, VOIP, Web-based Knowledge Tool, Remote Control Technology, and skills-based routing system to improve service delivery by reducing the number of transfers, costs, improved KPIs, and decreasing AHT which resulted in over $1M in savings annually.• Managed and achieved ISO 20000 (formerly BS 15000) certification for ACS’s ITO Help Desk in 2006. -
Director End User Computing - Systems CompanyFidelity Investments 2001 - 2003Boston, Ma, UsDirected all strategic and tactical operations of 24x7x365 enterprise-level IT service desk/call center comprised of 70+ employees and $6.9M budget supporting over 33,000 customers worldwide that handles over 387,000 calls annually. The operation of two regional teams was located across five geographic facilities and provides an entire spectrum of World-Class customer support via multiple channels including Phone, VRU, Email, Chat, and Web.• Positioned Customer Support Center (CSC) as the enterprise-wide model for optimal help desk operation through implementation of key tools and cutting edge call center infrastructure such as ServiceWare’s Knowledge Management (KM), NICE Digital Call Logging (DCL), IEX Workforce Management, Email Response, Ticket-via-Web, Automated Password Reset VRU, Director Canvas, and Aspect Winset.• Increased First Contact Resolution (FCR) 35% from 50% baseline to 65% by implementing KM solution.• Consolidated multiple help desks into enterprise level desk reducing cost per incident ticket from $23 to $15 while improving customer satisfaction and scalability.• Decreased Desktop Support TCO by 25% over 18 month period through aggressive cost reduction measures, automation, migration of workload to lower cost tiers, reduction in headcount, & call avoidance. -
Senior Manager/Team Manager - Institutional ServicesFidelity Investments 1997 - 2001Boston, Ma, Us
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Systems Project Manager - New Business DevelopmentFidelity Investments 1999 - 1999Boston, Ma, Us
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Team Manager - Retirement Services GroupFidelity Investments 1997 - 1999Boston, Ma, Us
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Trading Manager/Senior Trader/Representative - Brokerage ServicesFidelity Investments 1990 - 1997Boston, Ma, Us
John D. Carson, Cissp Skills
John D. Carson, Cissp Education Details
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The University Of DallasE-Commerce -
Stephen F. Austin State UniversityFinance
Frequently Asked Questions about John D. Carson, Cissp
What company does John D. Carson, Cissp work for?
John D. Carson, Cissp works for Oracle
What is John D. Carson, Cissp's role at the current company?
John D. Carson, Cissp's current role is Senior Director Global Resource and Vendor Management.
What is John D. Carson, Cissp's email address?
John D. Carson, Cissp's email address is jo****@****fee.com
What is John D. Carson, Cissp's direct phone number?
John D. Carson, Cissp's direct phone number is +197296*****
What schools did John D. Carson, Cissp attend?
John D. Carson, Cissp attended The University Of Dallas, Stephen F. Austin State University.
What are some of John D. Carson, Cissp's interests?
John D. Carson, Cissp has interest in Texas Hold'em/poker, Social Services, Information Security, Hunting, Wireless Technology, Reading, Golf, Texas Hold'em, Movies, Fishing.
What skills is John D. Carson, Cissp known for?
John D. Carson, Cissp has skills like Outsourcing, Itil, Crm, Vendor Management, Strategy, Management, Service Delivery, Change Management, Leadership, Business Development, Security, Call Centers.
Who are John D. Carson, Cissp's colleagues?
John D. Carson, Cissp's colleagues are Klaus Preussner, Soham Sinha, Vagner Siqueira, Mark Sharma, Nandan Ns, Yana Lin, Aniruddha Bhat.
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