Joseph Mccray Email & Phone Number

Miami/Fort Lauderdale Area

• Responsible for managing a 24x7 service desk supporting an international environment with 12 direct reports, supporting over 6000 users. In addition to normal service desk activities I also manage the Network Operating.
• Instituted a follow the sun support model to better service the end user community
• Implemented CA Service Desk as the ticketing system.
• Created a KPI tracking system where none had existed before.
• Implemented an integrated knowledgebase, accessible to the end users in order to increase efficiency.
• Implemeted SLA’s & OLA’s into the environment.

• Define and implement IT quality assurance practices and procedures. Manage a group of quality assurance supervisors who test, evaluate and validate IT initiatives and identify issues in software, services or processes.
• Created the position, the shipboard quality group and all processes and procedures.
• Developed and initiated implementation of the deployment guidelines.
• Developed and initiated the shipboard Sarbanes-Oxley compliance audit
• Re-engineered the shipboard hiring and scheduling processes.

Responsible for the deployment of help desk software on 20 ships for both Royal and Celebrity brands. Trained 100+ staff on product. Created strategic vision with shipboard executive management to ensure support of the business initiative

• Responsible for the IT operations of a Voyager/Radiance class vessel. Operational and support management of a technical infrastructure that included 45 servers, 150 point of sale systems, 200+ workstations and the.
• Newbuild IT Operations Manager for the Brilliance of the Seas.
• Implemented GWI helpdesk software on the Radiance of the Seas. It is now the fleetwide standard.
• Developed and implemented the shipboard IT service level agreement. It is now the fleet standard in the RCCL Service Quality Management manual.

Responsible for the IT operations of a Vision class vessel. Operational and support management of a technical infrastructure that included 25 servers, 75 point of sale systems and 100+ workstations. In conjunction with an assistant provided technical support to end users. Collaborated with shipboard senior management to utilize technology to meet vessel.

Managed technical support department for software company providing automotive dealerships with financial software programsProvided remote help desk support via a team of 9 professional help desk technicians to a client base of 500 clients located in the United States and CanadaManaged the installation of the system, both hardware and software, at the.

Bba, Marketing/Management Information Systems

Activities and Societies: Pi Sigma Epsilon

Education record