John Tyree Email & Phone Number

Phoenix, Arizona, United States

Phoenix, Arizona Area

Recruited to oversee and update the department operations including:- IT Service Desk (Tiered Structure)- Application Support- Desktop / LAN Support- Security TeamsAdditionally appointed by CIO to implement SMO as a center of excellence and to define best practice fundamentals within the Agency. Implemented the roll out of various core components:- Incident Management- Change Management- Service Desk- Asset Management (Responsible for $4M budget and inventory control)- Problem Management (including RCA's)

Managed L2 Support Team (stateside and off shore). Responsible for on boarding new Lines of Business and supporting over 155 Mortgage related applications, provided daily / weekly reporting to leadership, managed SLA’s surrounding Customer Service. Provided Post Problem Analysis / Management of incidents, created Corrective Action Requests (CAR), facilitated weekly root cause analysis meetings and fact finding sessions with L3 and Dev teams. Created reporting and chaired weekly stability review sessions with customers and support, focused on process improvement. Coordinated changes with Infrastructure teams and lines of business. Reviewed and adjusted SLA’s in accordance with changes. Increased system wide availability to over 99% (Sev 1 issues eliminated completely) in 1 year.

Recruited to upgrade and replace obsolete processes and technologies at this traffic safety organization with more than 1000 users, many in remote locations. Hire, train, develop, and lead a 12-person technical support team. Manage a $10 million asset inventory. Scope of position includes departmental direction and full design, installation, implementation, support, training, administration, and management authority for:- 24x7 Help Desk Operations - Incident Management Systems - Intranet Design & Operations- LAN/WAN Network Services - PC Laptop / Desktop Systems - Knowledge Base - Blackberry Enterprise Server- Asset Control Cell phones and Air Cards

- ITIL – Certified in IT Service Management- Managed team of 30+ IT professionals- Service Desk support for 50,000 users nationwide - Blackberry Administration of 6500+ Users- Managed all functions of Executive Support Services- Managed daily operations and incident reporting for Bank, Hardware Support and Mobile Computing- Facilitated restoration of service to the agreed levels with 96% efficiency (Calls answered in less then 48 seconds)- Responsible for all hiring, counseling, and performance reviews- Coaching, directing, mentoring and providing daily leadership- Established vendor relations with Technical Recruiters- Provided liaison efforts for L2, Problem Management and Change Management

Phoenix