Justin Yates Email and Phone Number

Daily accountability for a 24x7 team of 30: managers, solutions architects, engineers and analystsDriving operational excellence around MSP and Service Desk practicesDirecting the establishment of playbooks to assure future service stability. Overseeing the establishment of framework and process development to improve service deliveryTransforming the pre-sales functions of solutions architecture and engineering deliveryPartnering with inside and outside sales to improve positive results with potential net new businessRoad mapping technology improvements to infuse scale-abilityLeading the charge to improve employee satisfaction through training, coaching and mentoring

Managed, coached and mentored a 20 member IT Service Desk (17 support, 3 supervisors)7x20x365 support of 30K North America employees at 5000 Store, Corp, DC & Field locationsConsolidated Corporate, Field and Retail Service Desks into one centralized teamImplemented Cherwell ITSM (SaaS), replacing CA Service Desk & Call CenterImplemented Service Portal on tablet (stores) and PC (Corp, Field & DC’s)Strengthened Incident Management, introduced Problem and Major Incident Management

Managed customer experience, across multiple service linesLead resource responsible for overall program managementManaged governance model, overseeing SLO customer communication, and quality managementDeveloped and implemented SLA model for managed services customer & service desk customers

Implemented global ITIL processes, policies and proceduresRedesigned service management systems to support processesManaged communications for support escalation and outage notificationWrote service level agreements to fit business requirementsDelivered KPI and performance metrics to leadershipEffected transparency through an IT Service CatalogDesigned an iPhone app for outage communicationLead critical incident managementAuthored an IT Crisis Management plan for disaster recovery preparednessUtilized trend and root cause analysis to mitigate outagesApplied continuous improvement practices against all processesFollowed HIPPA & FDA compliance regulations through all process layers

Vendor management of soft sourced projects, assets and SLA performanceSupervised a 30 employee IT Service Desk organization (Tier 1, 2 and SA)Lead Single Point Of Contact consolidation, 250K calls/year, $11m savingsHeaded an SFA support initiative at a large national sales meetingDesigned, documented and implemented core IT processes for US operationsConducted root cause analysis on global system outagesExecuted yearly performance reviews for directs (10)Created applications for event look-ups & Y2K incident management fail safeParticipated on the Mainframe to SAP transition project teamMaintained SOX compliance on IT processesApplied continuous improvement practices to all prcesses