Timothy Jones Email & Phone Number

Detroit, Mi, Us

Detroit, Mi, Us

Denver, Colorado, Us

Strategically and operationally leading the establishment and management of internal and external technology service operations, leveraging global ITIL-based IT Service Management (ITSM) processes. Proactively steering continuous improvement initiatives to enhance service performance on a global scale.Harnessing data and technology, such as AI or artificial intelligence, to enhance service and support experiences while optimizing efficiency. Inspiring and cultivating a culture of continuous learning, innovation, and customer-centricity.ITSM Processes and Operations: Implemented Incident Management, Service Request Management, Service Catalog, Problem Management and Change Management.Planned and implemented Veritone's global Service Desk, structured to prioritize service orientation and driven by efficient processes and performance metrics. Cultivated a customer-centric ethos, aiming to deliver positive customer experiences gauged through CSAT and industry standard SLA management.

Duarte, California, Us

IT transformation and digital transformation efforts focused on performance, value-add services, and client experiences. Business Intelligence / Advanced Data analytics....the right data, at the right time, to the right people to enable the right decisionsIntroduced ITSM strategy utilizing various ITIL Frameworks. Implemented Incident Management, Service Request Management, Service Catalog, Problem Management and Change Management. Introduced and deployed 24 x 7 offshore/outsourced Client Service Desk (CSD)/ IT help desk. Created One-Stop shop for all IT issues.Planned and Implemented HumanGood's Advanced Analytics/Business Intelligence team and Data Warehouse (EHR/SAP/RemedyForce/Salesforce). Introduce/ Utilize Machine Learning, Predictive Analytics, Sentiment Analysis. Descriptive Analytics / dash boarding / reporting and Balanced Scorecards. Data is Power - Leverage Power BI platform to host +100 reports/dashboards , +500 licensed users achieving 5K report views per month.

St. Paul, Mn, Us

Bridged the gap between business and IT strategy and delivered lasting business results. Drove cultural change of various organizations to be inclusive and collaborative to foster innovation and deliver value. Oversaw project delivery, support services, IT depots, and vendor relationships. Managed 116 person-staff, 8 direct managers. Budget Management experience ranged from $20M-$25M. • Delivered cloud-based and SaaS solutions. Migrated 60,000 email accounts to the cloud.• Deployed Office 365 Enterprise solution to +60K business users. Introduced OneDrive, Skype for Business and Microsoft Team collaboration tools.• Introduced performance metrics/KPIs reviews utilizing Power BI dashboards.• Interacted/Presented daily with C-Suite leaders. Key liaison for executive technical support, project/program updates, analytics and handling confidential/sensitive information.• Deployed “follow-me” print solution, increased print security. Eliminated 800 printers, $2M savings.

St. Paul, Mn, Us

Project Management Office leader, introduced project portfolio management governance to ensure alignment with business strategies. Managed project governance utilizing Waterfall and Agile methodologies. Ensured large-scale initiatives meet deadlines at/under budget. Inclusive leadership approach, constant collaboration with business unit leadership and IT Support leaders. Provide guidance/coaching to project/program managers.• Introduced weekly/monthly portfolio reviews. Increased visibility/accountability and resource allocation. • Led transformation process to leverage project managers globally. Reinforced defining project scope, demand and risk planning, agility and financial targets. Reduced backlog by 25% in the first 6 months. • Hosted quarterly Demand Planning reviews. Reinforced high value projects, minimized resource constraints • Oversaw 200+ infrastructure projects to completion. Complex projects included: Information Security compliance, ERP readiness, Microsoft technologies (cloud/CRM), life cycle refresh (PC/Server).

St. Paul, Mn, Us

Directed Asia-Pacific and Latin America cross-functional IT teams, IT operations and project/program management. Oversaw client solutions software development, reporting, data warehouse and BI solutions. Implemented System Development Lifecyle (SDLC) process to maximize value and meet business requirements. • Restructured team to focus on the Big Picture, service delivery and teamwork. Implemented IT maintenance windows. Achieved 99% application and infrastructure consistency up time.• Led transformation to leverage software developers across regions. Reduced project backlog by 30%.• Traveled to Tokyo, Bangkok and Singapore multiple times per year for business relationship management, aligned IT plans with business strategic initiatives and coach employee development/mentoring activities.• Outsourced Asia-Pacific Help Desk, added 7 local languages. Improved satisfaction scores by 45% in first year.

Northville, Michigan, Us

Managed outsourced Global Client Service Desk to provide 24x7 customer-facing support to 175 locations in 29 countries (11 languages). Promoted ITIL processes and oversaw IS Service Management process activities (Incident, Problem, and Change Management). Oversaw IS communication team responsible for all IS communications updates to end users.• Revitalized a struggling offshore Global Client Service Desk, improved user satisfaction, reduced cost by $2.5M.• Traveled to India, Romania and China multiple times per year to meet with outsourced partner and business leaders.• Challenged by CIO to reduce Critical incidents, minimize business disruption (Manufacturing/Supply Chain). Reduced outages by 15%. • Established IS operational reporting showcasing metrics/ KPI’s, system performance and team performance. • Accountable for C-Suite and business leader support. Responded to all issues within 10 minutes 24 x 7.

Southfield, Michigan, Us

Effective Team Manager for Lotus Notes, Blackberry, and Assurance applications. Directly work with client to identify current business issues, future improvements, and implement solutions. Manage the balance between client support and project work to enable the team to effectively meet client expectations and project/task deadlines.

Houston, Texas, Us

Consistently managed team to exceed “world class” service supporting over 100,000 global General Motors’ users. Responsible to achieve 95% ASA within 60 seconds, resolve 85% cases on 1st call, and have less than 5% abandoned calls.