Jon P. Email & Phone Number

United States

Jackson, MS, US

Established and managed customer relationships, ensuring exceptional customer support and training for staff. Executed strategic direction for SaaS support and provisioning, resulting in enhanced service delivery. Reviewed and analyzed metrics and KPIs to drive continuous improvement in support operations, resulting in a 15% increase in customer.

Irving, Texas, US

• Ensure management is notified and updated on all issues in a timely and professional manner.
• General staff management including, but not limited to training, support, time recording and reviews.
• Develop and implemented work item procedures to ensure Alerted or reported issues are professionally and properly escalated.
• Develop and implemented Lifecycles and ensure Proper Handling of Incidents, Problems and Change Management.
• Ensure Technical issues with Customers, Vendors and Corporate are managed according to procedure.
• Develop and implemented RCA Lifecycle and ensure stakeholder input and collaboration.

Houston, Texas, US

• Provide management, leadership and direction to Client Services teams (Level 2) for North America, and global management of IT Service Center (Level 1) for a Fortune 500 Company in a Matrixed environment.
• Create and Maintain roadmaps, policies and procedures for the IT Service Center, NOC and North American Client Services teams.
• Implemented and developed an enterprise level implementation of ITIL framework Service Desk.
• Responsible for the creation, implementation/continuous improvement and tracking of Global OLAs, SLAs and Metrics, that focus on customer objectives, business objectives and increasing productivity.
• Developed and maintain escalation procedures and training plan to cover Global Support.
• Manage budget, staffing, shift schedules and support staff for a Global 24/7 Support environment and provide direction and support to other group managers and Directors.

• Developed, Implemented and Managed IT Service Center.
• Developed, Documented and Implemented full ITIL v3 environment that was audited and certified according to ISO 20000 standards.
• Provided ongoing professional management and coordination of Technical Staff and Business Support Staff.
• Manage, coach, encourage and develop professional IT Staff in a fast paced environment.
• Direct IT Operations (Applications, Systems, Service Desk, and Client Services Staff) at multiple CONUS Facilities.
• Developed method to track EOL (end of life) vs. Maintenance expiration and asset tracking to optimize budget and lower costs.

San Diego, CA, US

• Manage, coach, encourage and develop 13 professional IT Staff who serviced 10,000+ clients.
• Built roadmap for tracking and architecting current and future technical direction for San Diego Police Department
• Provide specialized direct support for DOJ, FBI, ARJIS and 12 other State Local and Federal agencies.
• Developed and implement functional and technical requirements for large IT projects and help desks resolving issues that include time-lines, success criteria and budgeting.
• Created new method of tracking equipment EOL (end of life) vs. Maintenance expiration to optimize budget and lower costs.
• Technical manager (one of three) for multi-million dollar SAP – ERP implementation for City of San Diego.

Certificate, Operations Resource Management

Certificate, Apics Certified Course In Supply Chain Management

Micro-Electronics