William Henderson Email & Phone Number

Cincinnati, Ohio, Us

Cincinnati, Ohio, Us

Cincinnati, Ohio, Us

Agile Manager providing project management, Process management and team leadership for Network Services Infrastructure Team.Empowering Network Engineers, Architects and Operations to provide guidance on new technology for Cloud projects, local internet egress and remote work performance. Conversion to Agile project management and business partnership to expand WiFi to all branches and campuses while focusing on customer collaboration. Project management for large scale projects including zscaler, Equinix and Spine Leaf initiatives

Provide guidance to the Business Leadership and IT Developers in the development of the FYX Fleet Application. Deliverable prioritization, process improvement, and cost controls while developing a world class, industry leading application.My leadership helped put control in our customers hands. Constant improvement of our mobile and web applications helped our customers keep track every step of the repair process as well as all services provided to their company. My focus was to continue adding features that our customers needed to manage and grow their business while allowing our employees to manage the customers and vendors experience.

Provide leadership and management as a Professional Scrum Product Owner (PSPO I) while driving process improvement and reducing control costs. Utilize Agile Portfolio management to maintain Kanban and Scrum boards. Design, plan, and execute an annual roadmap for technological initiatives. Partner with executives, management, and staff to streamline and optimize communication while addressing demand and priority. Prepare and present reporting on lead and cycle times, capacity, and productivity. Implement policy and process changes for IT security, tools and reporting. • Plan and execute the integration of Amazon Web Services Cloud for all applications, improving development processes and reducing environmental and control costs. • Oversee transition of all IT infrastructure to “As A Service” providers, including Software as a Service (SaaS), Infrastructure as a Service (IaaS), Communication as a Service (CaaS) and Network as a Service (NaaS).• Manage Sprints, Kaizen activities, refinement sessions, and planning sessions while leveraging a focus on process improvement, communications, cross-functional team collaboration, and resource management.

Cincinnati, Oh, Us

Oversaw a team of 30 representatives while curating client relationships and providing professional development. SR. MANAGER OF INTERNAL/EXTERNAL CALL CENTER HELPDESKS, LEVELS 1-3 (2016 to 2017)Facilitated operational reorganization by implementing new budgets for payroll and operations. Drove strategic planning and efficient resource allocation while improving team effectiveness. Managed and maintained relationships with internal and external partners while providing exemplary customer care. • Improved service-level KPIs by maintaining compliance with ITIL standards and executing process improvements. • Drove professional development through quarterly and annual performance reviews. Coordinated monthly mentoring sessions between staff members while prioritizing individual career objectives. PRODUCTION CONTROL MANAGER (2015 to 2016)Improved acquisition and onboarding process for newly acquired companies. Oversaw and managed integration into VANTIV production control environment. • Pioneered improved scheduling options to leverage cross-training opportunities and improve work-life balance for employees.MAJOR INCIDENT MANAGER (2014 to 2015)Oversaw end-to-end incident management for IT related issue resolution. Coordinated and organized communications with company executives while providing updates on major incidents. Restored services to customers while minimizing operational and service impact. • Provided training to managers and supervisors on the Incident Management Process. Improved coordination and communication between teams while providing team engagement and development. • Leveraged Post Mortem meetings to identify root causes for major issues and engage in troubleshooting. Improved organization by creating and deploying SharePoint sites for IT service center teams. • Created tools and processes to improve the Incident Management and Communication Management Portfolio.

Cincinnati, Oh, Us

Managed the IT Internal and External Helpdesk and IT Project Office.