John D. Carson, Cissp Email & Phone Number

Dallas, Tx, Us

Austin, Texas, Us

Marina Del Rey, Ca, Us

San Jose, California, Us

San Jose, California, Us

Responsible 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.

San Jose, California, Us

Responsible 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.

San 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.

Directed 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.

Boston, Ma, Us

Directed 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.

Boston, Ma, Us

Boston, Ma, Us

Boston, Ma, Us

Boston, Ma, Us

Graduate Work, E-Commerce

Bba, Finance