John Kessinger Email & Phone Number

Oceanside, Ca, Us

Oceanside, Ca, Us

Albuquerque, New Mexico, Us

I manage a staff of 25 that develops and supports the Application Software for Bernalillo County. We are charged with supporting over 150 different applications spread out of 26 diverse departments and business units.

Responsible for leading small groups of consultants developing a varied set of software and hardware solutions for our customer base.

Responsible for directing in-house support for company’s field and sales support personnel as well as providing Tier 1 and 2 support to company's client base. Supervised and scheduled the activities of the company's field maintenance personnel.• Planned and implemented inbound helpdesk which served as focal point for all hardware and software issues encountered by customers and field personnel,• Responsible for providing helpdesk support to company’s 50+ field personnel, and more than 40 large medical centers,• Designed and implemented Problem Tracking application and procedures,• Developed in-house networking and personnel performance monitoring applications,• Developed Support group’s product inventory and time scheduling applications,• Enhanced and maintained Support department’s web portal,• Developed SQL based reporting for tracking customer Maintenance information,

Re-organized, modernized and re-focused IT department. Trained and mentored the fundamentals of Project and Systems design and implementation. Successfully transformed a department from an environment of Data Processing to a modern IT web-based organization.In addition, I performed the following tasks:• Managed IT staff of 25.• Implemented countywide Reverse 911, Time Management Tracking systems and Intranet newsletter.• Directed development and upgrade of countywide fiber optic network infrastructure.• Implemented new monitoring and performance measurement matrixes for IT Department. Both response times and problem resolution times were reduced by 25 and 50% respectively.

Coordinated, established, and directed all technical organizations within demanding startup software publishing and direct marketing firm. Successfully managed Customer Service, IT, Accounting, Billing, Technical Support, Product Development, and Fulfillment arenas, including development of all departmental policies and procedures. Recruited, trained, mentored, and supervised team members and management, creating highly focused and productive team. Provided full lifecycle project management for core products and projects. Served as primary point-of-contact between executive management and departmental managers, ensuring alignment of business strategy with organizational efforts.In addition, I performed the following tasks:• Managed team of 7 department managers and over 100 indirect staff members.• Directed design and development of internal application solutions to streamline direct marketing, billing, customer service, and fulfillment activities, substantially improving productivity while increasing accuracy and efficiency.• Led design, development, and launch of firm's first Web presence, including subscription signup and e-commerce functionality, significantly expanding market reach. • Directed operations from startup to multi-million dollar 200-member Corporation.• Managed development of core product offerings, monthly CD Magazine, growing product from initial launch to successful product representing over 300,000 international subscribers.• Spearheaded comprehensive physical relocation, supporting migration of IT and operational infrastructure from startup office to 30,000+ square foot facility.• Served key role on Corporate Planning team, participating in business planning, market development, and new product and service strategy.

Oversaw comprehensive reorganization of IT department, creating highly cohesive and focused team accountable for network and telecommunications reliability as well as internal software development activities.In addition, I performed the following tasks:• Managed team of 12 IT staff members.• Managed design and development of proprietary software billing and customer service systems, automating numerous manual tasks.• Upgraded single server environment to Novell-based multi-server environment, optimizing performance while significantly reducing downtime.• Collaborated directly with CEO to promptly restructure and refocus team, immediately improving productivity, team capabilities, and morale.• Established all guidelines and procedures for Customer Support team, focused on prompt identification, diagnosis, and resolution of issues.• Ensured bottom-line reliability of data and voice network infrastructures, successfully supporting over 200 staff members.• Drove considerable enhancements to monthly publishing CD, including improvements to user interface and content offerings.

I created and directed the operations of a new IT department for the insurance brokerage organization which focused on providing internal infrastructure for sales processing, customer relationship management, and accounting activities. In addition, I supervised programming and technical support teams, establishing all workflow processes and organizational procedures.In addition, I performed the following tasks:• Managed team of 10 IT staff members.• Managed design and development of proprietary software billing and customer service systems, automating numerous manual tasks.• Upgraded single server environment to Novell-based multi-server environment, optimizing performance while significantly reducing downtime.• Collaborated directly with CEO to promptly restructure and refocus team, immediately improving productivity, team capabilities, and morale.• Established all guidelines and procedures for Customer Support team, focused on prompt identification, diagnosis, and resolution of issues.• Ensured bottom-line reliability of data and voice network infrastructures, successfully supporting over 200 staff members.• Drove considerable enhancements to monthly publishing CD, including improvements to user interface and content offerings.