John D. Labik Email & Phone Number

Elverson, Pa, Us

Responsible for overseeing the information technology organization strategy and ensuring IT systems and infrastructure support the company's goals. Focused on managing IT projects, overseeing cybersecurity measures, and leading measures to innovate and maintain the technology landscape efficiently.

• Team Leadership: 15 years of experience leading global teams across multiple sites to achieve performance goals.• Pharmaceutical Account Management: Primary point of contact. Developed and executed service desk proposals, SOWs, and MSAs for clients, managing contracts worth $1.8M and aligning services with client needs.• ITSM Satisfaction: Achieved a 98% customer satisfaction score by fostering transparent communication, effectively managing incidents, and driving collaborative problem-solving initiatives.• Client Engagement & Reporting: Led cross-functional teams and managed complete service lifecycle, consistently exceeding performance targets and KPIs.• Service Improvements: Implemented service delivery strategies that improved operational efficiency by 20%.• Management: Responsible for coordinating subordinate employee recruitment, selection and training, performance assessment, work assignments, salary, and recognition/disciplinary actions. • Process Improvments: Drove process re-engineering initiatives to automate tasks and leverage data for planning and financial forecasting.• Change Management: Led change management initiatives that drove successful adoption of new processes across the organization, including remote support sites.• Maintained ServiceNow expertise to enhance operational effectiveness and competitive advantage.

East Norriton, Pa

• Managed service desk contracts valued over $1.8M, achieving 99% SLA compliance and 95% first-contact resolution. Managed key vendors, and used integrated software.• Spearheaded the successful onboarding and implementation of more than 10 new pharmaceutical service desk engagements, maintaining a 97% end-user satisfaction rate.• Led hardware procurement projects, achieving a 99% client satisfaction rate.• Dependable, driven, and able to prioritize, integrate, and execute multiple projects. • Directed technology programs, enhancing core services by 10% and ensuring transparent client communication.• Established strong, transparent relationships as the single point of contact with senior leadership and client decision-makers. Conducted regular weekly, monthly, and QBR review sessions, coordinated CSAT reviews, led RCA, mitigation, and de-escalation efforts.• Led initiatives to improve service delivery using ServiceNow and Zendesk, earning customer recognition for outstanding commitment and service.• Developed and facilitated workshops and training courses for ITIL processes.

Lancaster, Pennsylvania Area

• Led a global offshore team supporting production issues and SharePoint content migration, maintaining 97% satisfaction rate, while supporting both corporate and enterprise IT policies and initiatives.• Developed a global SharePoint service delivery model, increasing efficiency and achieving 98% SLA compliance.• Designed SharePoint sites, enhancing efficiency by 15% and driving cost savings.• Created a monthly service report to track KPIs, monitor trends, and address SLA breaches.

Lancaster, Pa

✔ Managed the Knowledge, Share, and Collaboration (KS&C) SharePoint service to the business and end users, and ensured the coordination of all appropriate teams for service design and transition, including service management processes; such as, incident, problem, change and release management within IT and the business, along with defining key performance indicator (KPI) metrics. ✔ Additionally, I supported the IT Management Team in developing and implementing the KS&C service/function maturity plan and roadmap, delivering and owning continuous improvement plans and programs, and ensuring OLAs/SLAs and monitored and managed, as well as conducted regularly scheduled service reviews with key business and IT Stakeholders.

Greater Philadelphia Area

► Small Business IT Consulting: Provided diagnostics, repairs, and service and data improvements to small businesses, with a focus on process enhancement, IT infrastructure optimization, and service delivery.► Eager to lead projects and process improvement efforts, analyzed current business trends, and provided alternative solutions to improve business strategy and ROI, resulting in cost reductions, improvements, and best practices for maintaining current systems.♦ CRM ♦ Leadership ♦ Coach ♦ Strategist

West Chester, Pa

✔ Project Manager. Built credibility, established rapport, and maintained communication with stakeholders and external vendors. Created, edited, and maintained WBS, tracked project schedules, weekly project updates, and project management deliverables.✔ Received letter of appreciation from Gloucester County Improvement Authority (GCIA) Director.✔ Interviewed client personnel, documented, and analyzed key processes. Coordinated Software as a Service (SaaS) improvements with Executive Director, Program Manager, and six department heads for GCIA.✔ Defined, analyzed, and improved key business processes, mapped end-to-end process, using Visio, and provided stakeholders an overall solution to network all six departments, saving approximately $50,000.✔ Subject Matter Expert. Improved business consulting knowledge and established strategic performance management methodologies, process assessment of work, and the application of technologies to business. ✔ Hands-on experience with Request for Proposal (RFP), road-mapping solutions, and proposals.

Wilmington, De

• Flawlessly maintained an average of 94% service efficiency, using a team of 12, 2nd and 3rd line IT support personnel, supporting over 114 clinical applications, 20 of which were designated critical and under federal regulatory requirements.• Ongoing coordination with outsourced team leads from IBM and Cognizant concerning application development and delivery, clinical applications support, and Change Control Board (CCB) participation. • Streamlined support methodology, and reduced overhead support costs for the business by 20%.• Skillfully managed and coordinated a critical 90-day clinical software application support transition project, from one external vendor to another, in only 45 days. • Developed an improved monthly service report, which gauged key performance factors, monitored trend data, and tracked outsourced SLA ticket breeches. The report greatly improved overall customer service and support.• Spear-headed the reengineering of documented solutions to include user account handling, FAQs, work-around solutions, and ticket transfer to 2nd & 3rd level resolver groups. • Orchestrated service performance improvements, and worked with outsourced suppliers to effectively improve monthly service delivery, service reports, processes, and customer satisfaction. • Coach and mentor. Leadership created cross-functional team building, where team members performed “above expectations” and raised their level of performance, motivation, dependability.• Created, managed, and maintained key Service Level Agreements (SLAs) and Service Instructions (SIs).• Strategic thinker. Improved and streamlined the support model for two critical, externally-hosted clinical applications, by significantly reducing support hours spent, improved error-rate reduction, and overall service improvement.

Wilmington, De

• Enhanced outsourced clinical service delivery and service management capability for 140 clinical regional monitoring groups. • Maintained 96% service support capability. Designed improved flow processes and managed outsourced support tickets.• Implemented Continuous Process Improvement (CPI) through the management and coordination of prompt resolution of day-to-day Clinical Regional Monitoring (CRM) and study team customer service issues. • Effectively managed internal and an outsourced global group for Service Level Agreements (SLAs). • Analyzed performance, capacity, availability data, and incident history trends to improve service. • Managed the overall global provisioning process of over 600 laptops, used for eClinical trial support. • Point-of-escalation for operational/service level issues with outsourced provider.• Identified and analyzed IT help desk ticket trends to better create a strategy to improve support processes.

Point Loma, Ca

• Enhanced IT Management Efficiency: Developed, managed, and optimized the Center’s business dashboard, improving operational oversight by 25% and reducing the need for executive meetings by 55%.• Project & Team Leadership: Directed two project teams and functionally managed a team of 10 personnel, coordinating efforts with subcontractors to ensure seamless IT operations.• IT Process Integration: Acted as the lead business representative for integrating knowledge-based IT systems into Navy culture, with a focus on tailored, web-based training solutions.• Executive Metrics Optimization: Improved executive-level IT metrics management by 50%, enhancing both quantitative and qualitative assessments.• Cost Management & Analysis: Led lifecycle cost analysis for IT projects, conducting detailed cost-benefit evaluations to support budgetary decisions.• IT Best Practices Research: Investigated and recommended new or improved IT management practices for C4ISR (Command, Control, Communications, Computers, Intelligence, Surveillance, and Reconnaissance) applications.• Data-Driven IT Program Evaluation: Identified and implemented data collection strategies for evaluating the effectiveness of IT integration programs.• Operational Process Development: Designed and established procedures for IT training programs, assessing and improving both traditional and alternative instructional methods.• Resource Allocation: Identified and allocated necessary IT resources—including staff, funding, equipment, and facilities—to support various levels of operational demands.• Managed IT operations, infrastructure, and security for mission-critical naval systems, ensuring the reliability and security of key assets.

San Diego, Ca

• Leading Chief Petty Officer (LCPO). In charge of 17 personnel for the combat systems division.• Led a team of over 50 personnel in maintaining safety and shipboard security, ensuring the seamless operation of critical systems.• Chief in charge of vertical launch missile system as well as 5’/54 gun weapon systems.• Responsible and accountable for hundreds of millions of dollars for the all the shipboard ammunition, using an ordnance logistic management system.• Excellent mentor and leader. Displayed inspiring dedication, mentorship, and team development.• Strong communication skills both up and down the chain-of-command and utilized daily critical thinking skills while troubleshooting mission-essential weapon systems.• Instructed personnel on collateral duties, enhancing their operational readiness and technical proficiency.• Trained over 600 personnel across 20 Pacific Fleet ships, driving the execution of technology solutions in high-pressure environments.• Served as a senior subject matter expert, offering technical consultation on complex system integrations and cybersecurity strategies.• Conducted comprehensive assessments and inspections of critical systems, ensuring safety, operational efficiency, and security compliance.

Bachelor Of Science - Bs, It Technology And Management, Magna Cum Laude

Certificate In Project Management, Project Management, A

Scrummaster Certification

Instructor Certificate, Successfully Completed

Itil V3 Foundations Certificate, Successfully Completed

Total Quality Leadership Fundamentals Certificate, Successfully Completed

Methods For Managing Quality Certificate, Successfully Completed

Teams Skills And Concepts Certificate, Successfully Completed