Jonathan Chenoweth Email & Phone Number

Jacksonville, Florida, United States

Responsible for managing and enhancing the Problem Management process for entire company• Created and ran Postmortem/Root Cause Analysis process for entire company while improving process to include expanding to other divisions not utilizing RCA or PBM previously• Writing all formal External RCA documents to be sent out to all external parties for 3 years• Reporting and KPI identification and creation for both Problems (PBM) and Root Cause Analysis (RCA)• Executive Team Monthly Metrics meeting, including creating, updating, and presenting deck on a monthly basis to entire Senior Leadership Team• Understanding customer impact, providing status updates to the various stakeholders and coordinating the implementation of the ultimate fix for all issues

Jacksonville, Florida Area

• Responsible for managing and enhancing the Problem Management process for entire company• Created and ran Postmortem/Root Cause Analysis process for entire company while improving process to include expanding to other divisions not utilizing RCA or PBM previously• Writing all formal External RCA documents to be sent out to all external parties for 3 years• Reporting and KPI identification and creation for both Problems (PBM) and Root Cause Analysis (RCA)• Executive Team Monthly Metrics meeting, including creating, updating, and presenting deck on a monthly basis to entire Senior Leadership Team• Understanding customer impact, providing status updates to the various stakeholders and coordinating the implementation of the ultimate fix for all issues

Jacksonville, Florida Area

Responsible for the operations and administration of a 24x7 network operations center supporting all Availity clients and product platforms. Plan, supervise and coordinate personnel and processes within the operations area of the Availity Network Operations CenterManages the day-to-day operations of the teamReports all business activities to accurately measure business trends to management for sound business decisions.Assist in the development of efficient business practices to be implemented by Service Delivery.Responsible for driving operational efficiency improvements by continually evaluating processes, procedures and systems.Oversee, direct and coordinate the work of lower level staff to ensure the highest level of customer satisfaction and provide support for both internal and external customers.

Bellevue, Wa

- Responsible for managing and coordinating a 15+ team of engineers focused on site availability and overall e-commerce system health- Responsible for implementing and running the Operations Metrics Call, which focuses on Site Availability, Site Performance, and Areas of improvement.- Implemented and ran the Problem management process in addition to the Incident Management process.- Primary point of contact for NOC customers, vendors, engineers and the whole technical team.- Participate in the negotiation, agreement and regular review of Service and Operational Level Agreements (for both internal and external service providers/contractors).- Instrumental in organizing, acquiring, and maintaining all Enterprise Monitoring tools for the company.- Facilitate the Enterprise Change Management process

Bellevue, Wa

Responsible for managing and coordinating a 10+ team of engineers focused on site availability and overall e-commerce system healthPrimarily point of contact for NOC customers, vendors, engineers and the whole technical team.Participate in the negotiation, agreement and regular review of Service and Operational Level Agreements (for both internal and external service providers/contractors).Instrumental in organizing, acquiring, and maintaining all Enterprise Monitoring tools for the company.Facilitate the Enterprise Change Management process

Monitored all aspects of the drugstore.com suite of properties.Worked closely with NOC Engineers, Developers and Network/System Administrators to identify and triage all production events.Troubleshooting, escalating, and reporting all alerts and getting to root cause of any issues that arise.Understanding customer impact, providing status updates to the various stakeholders and coordinating the implementation of the ultimate fix for all issues.Providing Sr. and Lead knowledge to the rest of the NOC team.

Worked closely with NOC Engineers, Developers and Network/System Administrators to identify and triage all production events.Troubleshooting, escalating, and reporting all alerts and getting to root cause of any issues.Understanding customer impact, providing status updates to the various stakeholders and coordinating the implementation of the ultimate fix for all issues.Monitoring all aspects of the drugstore.com suite of properties

Grandview, Wa

Part of extensive team dealing with customers in a team based environment. Constantly aware of changing technology to be able to pass this onto the consumer. Duties include customer care, technical support especially in the area of television and other home theater electronics.

Master Of Business Administration - Mba, Computer/Information Technology Administration And Management, 3.79

Bachelor Of Technology (B.Tech.), Health/Health Care Administration/Management, 3.89