Michael D. Jones Email & Phone Number

Waltham, Massachusetts, Us

At GlideFast Consulting, we are dedicated to helping our customers see the benefits and value of their ServiceNow implementation come to life.As an Architect with GlideFast Consulting, I am a technical consultant working to develop, design and own technical solutions on the ServiceNow platform. I provide administration, application development, maintenance and technical support following best practice techniques to configure robust solutions for my clients utilizing the ServiceNow platform.

Waltham, Massachusetts, Us

Cincinnati, Ohio, Us

Primary responsibilities include development and support for Service Delivery Portals, utilizing and customizing implementations of ServiceNow (Dublin, Fuji, Geneva) and Cisco Workplace Portal (newScale RequestCenter, 9x, 10.1, 11). My role focuses on both streamlining the end-user experience and on integrating the Service Delivery Portal with other IT, Asset and Financial systems. This position utilizes both my experience in IT Service Delivery, assisting with the requirements gathering and design of Services and Automation Opportunities, and my expertise with vbScript, JavaScript, HTML, SQL and XML in the development and implementation of those deliverables.

Munich, De

• Managed SLA delivery for assigned accounts on a daily, tactical level leveraging resources and adjusting staffing levels and scheduling to ensure SLA compliance.• Provided data analysis and reporting on performance issues / breakdowns.• Monitored agent productivity and performance and ensured that agent performance consistently met or exceeded standards.• Performed agent call monitoring to ensure appropriate levels of Customer Service and Process Adherence• Engaged in continuous improvement activities to increase efficiency and customer satisfaction. • Reported and or escalated process breakdowns to Manager or appropriate contact. • Responsible for training, mentoring and coaching agents to achieve or exceed expected performance results. • Completed New Hire interviews and on-boarding for agents. • Prepared and reviewed Performance Appraisals for direct reports.• Supported and enforced Policy and Procedures as determined by Management.

Munich, De

• Effectively managed all processes and procedures for multiple Customers spanning several teams. Acted as a primary point of contact between the Service Desk and Program Management Team as well as interfacing directly with the customer to ensure smooth and effective account operation.