Jonathan Hansen Email & Phone Number

Chuo-Ku, Tokyo, Jp

► Led 30% increase in satisfaction with IT service► Led re-architecture of onboarding/offboarding from manual to highly automated ► Rebuilt team for cross region 24/6 user and system support► Used Generative AI tools to automate ticket filing and action responses, halving time resolution► Led documentation efforts to ensure engineering to operations handoffs went smooth► Revamped company communications, increasing efficiency and engagement► Removed on premise infrastructure, reducing costs and improving functionality

Orange County, Ca, Us

►Lead all aspects of information technology operations and enterprise applications including a $8M budget during a hyper growth pre and post IPO doubling of the company size.►Directed “SaaS First” transformation strategy, phasing out an expensive data center.►Established security and compliance policies and procedures for SOX, SOC, ISO, and PCI readiness.►Directed IPO readiness initiatives from TechOps side; established foundational systems including asset tracking.►Led business process automation for cross-team systems.

Newark, California, Us

►Directed IT operations including productivity engineering and end user support. Managed a $10M budget and a 32-person team spanning the US, United Kingdom, and India.►Transformed legacy systems to digital and cloud environment to support global workforce with significant remote work capabilities.►Delivered ISO 27001 and SOC 2 compliant IT security and access control solutions.►Took over identity services; implemented Okta SSO & MFA, HR-driven automated account provisioning and de-provisioning.►Led multi-version Active Directory upgrade in partnership with Infrastructure team.►Directed strategy and execution for transition to cloud-based platforms, applications, and tools.►Improved CSAT from 64% to 94% in two years.►Doubled IT service offerings while reducing budget 15% within one year.►Improved IT support ratio 60 points, from 40:1 to 100:1, in three years.

Pleasanton, California, Us

►Built and led corporate IT including managing a 20-person team across multiple US locations, Argentina, Philippines and UK with a $15M budget.►Transformed entire technology stack. Directed solution design for IT infrastructure; business applications; web, cloud, and conferencing services; intranet; security; compliance; and access control globally.►Selected for CTO Leadership Council. Embedded technical teams directly into business functions, fostered a focus on meaningful solutions that delivered immediate and sustained business value.►Created DevOps build workflow and continuous integration/delivery (CI/CD) environment using hyper converged hardware.►Developed scalable IT ecosystem; achieved 98%+ user satisfaction while increasing staff from 250 to 2000.

Pleasanton, California, Us

►Recruited to build out and lead global Corporate IT team at software development firm specializing in SaaS, CEM and EFM platforms, optimizing lean team to provide IT support to full-time employees, contractors and consultants across 4 offices.►Collaborate with CFO to establish annual technology roadmap and budget of $5M+.►Project managed teams by applying agile and waterfall methodologies, setting goals, identifying timelines and resolving roadblocks, and cultivating autonomous work environment that rewards creative problem-solving.

New York, New York, Us

►Led 15-member team across four countries in the design and implementation of highly scalable enterprise IT infrastructure & services including business strategy, solution roadmap, global resource planning, & budgeting. ►Reported on physical, data, and information security to global Board of Directors.►Led on-time buildout and launch of global data centers, offices, and operations sites in the US, Philippines, and El Salvador. Scaled infrastructure for rapid growth, from 1 to 2000 employees, in two years.►Achieved PCI-DSS Level 1 compliance in three months with full failover and disaster recovery capabilities.►Passed SOX Type 2 and ISO 27001 audit requirements on first pass.►Delivered VPN mesh network, MPLS, VoIP, AWS cloud environment, and business support solutions.

San Francisco, Ca, Us

►Designed and implemented automated worldwide IT department for enterprise private social network and collaboration tool prior to its acquisition by Microsoft.►Managed team of 10 in US and London, transforming cultural perception of IT by improving communication and efficiency.

►Managed internal and external IT systems, vendor and consultant management for Brand Relationship Management (BRM) company, which was a tech spinoff of Tribal Brands, with a proprietary platform to collect and synthesize user data and provide marketing insights.►Researched how to improve existing applications, resulting in significantly increasing performance and in some cases quadrupling performance on existing hardware.►Consolidated disparate environments for internal consistency and improved management, while reducing redundancies in production hardware.

Sunnyvale, California, Us

►Implemented ticket system for IT and Operations tasks increasing responsiveness, issue tracking capabilities and documentation.