John Tanner Email & Phone Number

Raleigh, NC, US

Morrisville, NC, US

Strategic Leadership: Developed and executed comprehensive EUX strategies that aligned with the organization's objectives, enhanced user satisfaction, and drove operational efficiency.Team Development and Management: Built and mentored a global, high-performing EUX team, while fostering a culture of innovation, collaboration, and continuous.

Morrisville, NC, US

Morrisville, NC, US

Collaborate with members of the IT Executive team to support corporate objectives related to the delivery of a stable IT infrastructure. Primarily focused on infrastructure services including the functional components of voice and data networks, data center infrastructure, database services and other foundational IT systems.Key Duties include:* Oversee.

San Jose, California, US

• Program development, management and measurement
• Engage and Manage cross-functional resources
• Identify business challenges and mitigation strategies
• Develop and execute account-specific strategy to meet program goals
• Develop SOW documents to articulate needed delivery services
• Develop, document and communicate best practices

San Jose, California, US

• Engagement Management with priority, external customers and distributed, internal resources to coordinate service delivery on targeted issues
• Lead collaborative, customer-specific process and resource coordination for sensitive maintenance window activities
• Communicate Program goals and service delivery methodology to multiple levels of customer leadership (Executive Staff to technical administrators)
• Drive continuous service delivery improvement with internal teams and services vendors
• Escalation/Problem management
• Maintain and manage reporting metrics for managed programs

San Jose, California, US

• Operational/Service Level Agreement Management -- Ensure that Service Delivery output meets or exceeds the identified Service Level Agreements relevant to the customer request -- Engage additional groups and resources.
• Employee Development -- Manage teammember training based on business need and the career development objectives of each teammember -- Set annual performance objectives and jointly evaluate performance against the.
• Process Development -- Participate in the development and documentation of team processes and best practices -- Ensure Technical Support Engineer understanding and adherence to documented procedures
• Strategic Support Partnerships -- Manage the development, communication, and engagement of the EMEA and APAC Global Support Account Manager community -- Service as the prime contact for outstanding Support-related.

Wilmington, NC, US

• Service Delivery -- Manage day-to-day operations of distributed teams providing technical support to internal and external customers. -- Responsible for service delivery of multiple, critical business applications.
• Process Integration/Process Improvement -- Drive key process flow documentation across disparate support teams -- Manage process refinement/consolidation for efficiency improvement -- Lead continuous process.
• Enterprise Application Upgrade/Implementation planning -- Project Leadership responsible for the delivery of the IT Infrastructure, Technical Architecture, and Support Strategy planning for the global release of a new.
• Metrics/KPI establishment and management -- Refine and create key performance indicators across multiple support teams -- Review and align Service Level Agreements (SLAs) across all Support and PPD IT Infrastructure.
• Employee Development -- Manage development plans, performance reviews, and compensation planning for direct reports -- Manage hiring, interview and on boarding processes for new employees

• Service Delivery Management -- Manage the day-to-day operations of the technical teams providing Support Services -- Create, implement, and manage standard operating procedures -- Maximize business service efficiency.
• Business Development -- Create valuable, effective, repeatable business services to address customer business needs -- Develop Managed Services offerings for Database, Operating Systems, and Enterprise Applications.
• Sales and Marketing -- Identify and segment the target market for the developed Support Services offerings for penetration by the sales and marketing teams -- Create sales and marketing material to assist with offering.
• Account Management/Customer Satisfaction -- Developed and Lead “Kick-off” calls with new customers -- Lead regular follow-up calls with existing customers to discuss customer satisfaction, ongoing business needs, and.

• Support Service Development -- Create and Implement a Support Services organization focused on driving increased customer efficiency, providing specialized/increased customer support value, and lowering customer cost.
• Operations Management -- Develop and manage escalation activities for customer engagements -- Identify and analyze Key Performance Indicators for Service Delivery -- Create customer support survey methodology to better.
• Process Development/Implementation -- Create customer engagement processes to build customer relationships, manage service delivery, and identify future opportunities and drive high levels of customer satisfaction.
• Resource Leadership -- Participate in the development of all employee objectives to support the strategic business goals of the business -- Coach and mentor managers and individual contributors for career development.
• Business Development -- Lead the creation of multiple Service Product offerings (Managed Services, Consulting, Application Maintenance) -- Work with Sales Account Executives to identify and develop opportunities.

Austin, Texas, US

• Technical Support Operations (Core Server and Lab team) -- Lead Global operations team (Americas, Europe/Middle East/Africa, Asia Pacific) focused on Installation/Upgrade/System Administration/Security for Siebel.
• Customer Engagement -- Collaborate and calibrate with global managers for customer service quality metrics -- Manage Technical Support Quality program focused on written/verbal engagement with customers -- Lead review.
• Change Management -- Lead global team to create and integrate a Change Management process into Operations -- Create and delivered quarterly Executive Performance Reviews regarding the accomplishments/challenges/plans.
• Resource Leadership -- Participate in the development of all employee objectives to support the strategic business goals of the business -- Coach and mentor managers and individual contributors for career development.