JASON E. MERY

210-***-**** San Antonio, TX ac11n3@r.postjobfree.com https://www.linkedin.com/in/jason-mery-b827b765/

PROFILE: Operations Manager ~ Project Manager ~ Process Engineer

~Over 8 years of success innovating customer experience solutions, driving technical support efficiency improvements, engineering deployment improvements for laptops, desktops, and thin clients, and managing IT asset fleets for over 40,000 users across the country~

Respected as a leader by both contractor and client alike with experience both as a motivational leader and as a strong situational arbitrator with a talent for developing cooperative rapport with employees, vendors, customers, and executives alike

Advanced technical and proposal writing skills and creator of multiple administrative and HR policies, operational SOPs, technical solutions, Sharepoint databases, and project proposals.

Regarded as an efficiency expert and have trained with ITIL and Six Sigma resources in order to create new lines of business, map and redesign existing lines of business, and produce efficiency improvements across all aspects of IT production and support

Proven record of improving team skill levels and advancing team members to high level technical and administrative position

Professional Skills include:

Operations Management

Project Management

Procurement Management

Personnel Development

SLA Monitoring & Adherence

KPI Monitoring & Adherence

Process Improvement

Strategic Operations Planning

Organizational Effectiveness

Staffing Analysis and Projections

HR Management

Knowledge Management

Proposal Writing

Scope of Support Definition

Operational Cost Analysis

Timeline Management

Quality Assurance Review

Regular Report Communication

Contract Review & Transition

Technical Writing

Process Engineering

Hardware Acquisition

Logistics and Warehousing

Shipping/Receiving

Asset Management

Inventory Tracking

Inventory Projections

Equipment Refresh

Technical Skills include:

Operating Systems: MS Windows Vista/7/8.1/10/XP,

Hardware: Dell, HP Laptop/Desktop/Thin Client,

Software: Active Directory,, Microsoft Office Suite, VMware Sphere, McAfee Endpoint Encryption, Citrix Receiver, IEX TotalView, SharePoint

Request/Ticketing: Remedy (Service Now), VMware Service Manager, CRM Clarify

Project Management: JIRA

Antivirus: Symantec Endpoint Protection

Email Clients: Outlook 2003 – Outlook 365, Thunderbird,

Professional Experience

PROJECT COORDINATOR, ACELITY, San Antonio, TX 2017-Present

Managed the day to day activities for multiple company-wide projects, as well as coordinated task updates across multiple deployments, created and maintained reporting structures for deployment-related projects and issues, communicated upcoming changes and CSATs, maintained deployment schedules, and wrote project proposal and process documents. Notable projects include:

Office 365 upgrade

oOrganized and compiled project, issue, and incident data from multiple channels to develop a standard reporting structure to be used on all future projects

oProduced data for daily, weekly, and monthly reporting and collaborated with team engineers to create a dashboard interface to display this information

oDesigned daily reporting snapshot communication for executive management

oProduced daily/weekly trending information based on deployment related incidents

oCreated and tracked project tasks using JIRA and Microsoft Project Online

oLed daily project scrums

oCreated knowledge base articles based on identified technical issues and deployment procedural needs

oCoordinated with deployment and support engineers to develop a rollout schedule

oCommunicated change information to end users and management, and distributed and collected CSAT surveys

Hardware refresh

oPlanned and wrote project proposal for a 1000 unit hardware refresh

oUpdated and maintained the deployment schedule

oCommunicated schedule updates and requirements between deployment team and user management

oOversaw staff tasked with imaging and installing new hardware

oArranged for disposal of out-of-warranty hardware

oAltered new reporting template to reflect hardware deployment data

BUSINESS ANALYST, SELF-EMPLOYED, San Antonio, TX 2017

Worked with small businesses to develop better methods of running business including

Analyze current practice and propose improvement solution

Identify, catalogue, revise, and create new process documentation

Organizing office processes and improve transactional tracking

Identifying wastage and other profit loss sources

Propose technology improvement solutions to increase efficiency

Improve customer information tracking to better the end-user experience

IT LEVEL N OPERATIONS MANAGER, USAA, San Antonio, TX: 2011 – 2017

Managed all Level 2 teams under MSA with HCL including Desktop Support, IT Staging/Destaging, and IT Hardware Depots to support the user base of over 45,000 USAA employees and contractors across the country. Monitored and maintained adherence to contractual SLA/KPI requirements. Drove improvements in hardware deployment, improved break-fix RTS efficiency, created new support structures for new hardware platforms, redesigned staging to support increased production requirements. Notable projects/improvements include:

Redesigned USAA’s work-at-home and quality assurance factory

oIdentified a severe productivity loss from defective work from home deployments through analysis of increasing break-fix numbers

oLiaised with USAA lead engineer and process engineers to define the scope and timelines of the changes to the production process including

Revamping deployment process

Redesign and implement quality assurance process

Time/cost analysis for staging, QA, deployment, and support

Create KPIs to track improvements

Alter existing reports to fit new scope

Construct improved staging and QA facility

Communicate regular status reports to business analysts, engineers, and executives

Document process changes and present to senior executives

oResults: Increased initial deployment uptimes from a 60% failure rate to less than 5% failure rate and saved USAA approximately $1.2 million dollars/year in deployment costs and lost productivity

Stood up Remote Support Services level 2 group for work-at-home and mobile laptop users.

oWith Service Desk, identified that 20% of all incidents were related to work at home deployments. Client decided to build a second Service Desk (called Remote Support Services) to support the disproportionately large volume of work-at-home issues

oLiaised with technical support groups and client computing teams to set parameters for RSS team including:

Size of team

Location of resources

Tools required

Scope of Support

KPIs (Key Performance Indicators)

SLAs/SLOs (Service Level Agreements/Objectives)

oDesignated roles for new team and hired appropriate resources including leads and data analysts

oCreated training documentation for group

oDefined success metrics and goals for reducing RTS times for work-at-home users and improving root cause analysis

oResults: Reduced break-fix RTS times by 50% saving USAA over $10,000,000/yr in lost productivity

Performed knowledge transfer and Sharepoint database activities on multiple contract transitions

oPerformed knowledge transfer activities when transitioning IT Staging & Hardware Depot contract and Deskside Support Level 2 contract

oCreated a Sharepoint site database for all transitioned SOPs, activities, and position profiles

oMaintained Sharepoint database for four years

Rebuilt secondary imaging facility to support a deployment project to refresh 1200 users

oProvided a project scope whereby 1200 thin clients hard to be staged in 30 days

oIdentified that even utilizing overtime, existing facility wouldn’t handle volume

oProposed to rebuild area in tertiary staging facility to support thin client staging

oOversaw the reconfiguration of the facility using deployment staff

oImproved possible staging from 24 thin clients/day to 88 thin clients/day during business hours

oResult: Staged and shipped all required thin clients in 20 business days

Windows 7 64-bit upgrade/refresh

oUSAA decided to move to a 64-bit image and organized a refresh project for 20,000 PCs

oLiaised with other project managers and engineers to define scopes of support and installation timelines including

Estimated projected time to complete project

Overview of departmental rollout schedules

Unit productions per week tracked through excel

Quality checks and post-rollout support

oProvided resources form and oversaw primary staging of units and post rollout support

oCommunicated regular production reports and post-rollout problems to installation and engineering teams

oResult: Refreshed 10,000 PCs in 2016 with less than 5% failure rate

Thin Client Laptop upgrade

oUSAA fleet management ordered an upgrade of 4000 users upgraded from desktops to thin client laptops in 2016

oLiaised with client computing and fleet management teams to define scope and timeline for the upgrades including

Negotiating contractual alterations to add production to existing contract

Time/cost analysis on staging process to identify staffing requirements and hire appropriate staff

Test staging process and perform quality assurance checks

Troubleshoot image and hardware errors

Report regular production and error reports to engineering teams

Provide post-deployment technical support for users

oResult: Deployed 5000 projected PCs and were ordered to produce an additional 6000+ laptops/yr over the next two years

Stood up a Level 2 warm transfer team pilot program

oCall-driver analysis showed that 50% of incidents escalated were resolvable remotely

oProposed creation of a level 2 warm transfer team to perform profile rebuilds and resolve software issues that did not require a PC reimage

oPresented to and was approved by Executive Director

oCreated pilot program parameters including

Pilot timeline

Floor assignments

Schedule of resources through excel

Reutilization of existing resources (hiring not required for pilot)

Creation of IVR phone line

Cost analysis of RTS reduction time

Progress report communication guidelines and formats

oCoordinated with Service Desk to establish escalation paths and procedures

oImplemented pilot and oversaw trial period

oResult: Pilot was successful in that it reduced RTS times by 2 hours. Projected yearly savings in productivity cost are over $1.4 million

Redeployed hardware assets to reduce return-to-service times.

oAnalyzed RTS data an identified that 20% of incidents required a reimaged PC

oDeployed preimaged machines to strategic depots in order to reduce replacement times

oResult: Reduced RTS times by 2 hours. Yearly cost savings of over $500k

Refined asset management and hardware deployment.

oIdentified trends in flow of IT Hardware across all USAA sites

oDeveloped multiple process changes to decrease inventory shrinkage including improved asset tracking, increased available hot stocks of equipment, and consolidation of repairs and replacements.

oResult: Reduced non-warranty part shrinkage by 15% and improved available whole unit asset availability. Cost savings variable based on fleet makeup

Rebuilt training process, integrated HR documentations, and created new incident handling guidelines.

oDuring transition from KForce to HCL, all training, disciplinary, and HR guidelines were destroyed

oProposed rebuilding and refinement of processes for usage under new contracting company

oCoordinated with USAA back office knowledge owners to created documents for:

Training guidelines

SOP Adherence

Integrated HR guidelines for contractors

Employee performance progression and regression guidelines

Perfect call generator

oCoordinated with HCL HR to create the following documents

Disciplinary processes in USAA environment

Attendance guidelines and enforcement

Workforce management and floor support guidelines

oAdditional documents

Document template

Documentation control process

Documentation control tracking excel sheet

oResults: Integrated new contractor guidelines into USAA environment, improved training documentation, improved disciplinary adherence, and document control

Participated in knowledge-base transfer from Service Manager platform to Service Now platform

oDirected group to review all knowledge-base articles and validate correctness prior to transition

oCreated revised KPI/SLA goals and performed PDCA check function during review period

oValidated permissions and owning groups for new knowledge database

oMaintained knowledge database and coordinated across owning groups to keep documents up to date

FLOOR SUPERVISOR, AT&T, San Antonio, TX 2009 - 2011

Supervised Level 1 Support teams in support of AT&T Uverse product users, over 400,000 users in total. Monitored and maintained KPI requirements for technical team. Drove process improvements for new lines of business for AT&T, created training documentation, developed technical resources, maintained knowledge base, and managed internal escalation.

Created over 100 knowledge solutions for new problems products. Troubleshooting documentation included CVOIP support, router networking, and IDSLAM setup and troubleshooting

Led teams pioneering the IPDSLAM product rollout and created escalation processes. One of three supervisors out of 25 selected to participate in IPDSLAM pilot. Trained technicians to support project, worked with AT&T to create proper escalation paths, created knowledge base documentation, and managed customer escalations for new product.

Trained new leads and incoming supervisors for other teams. Responsible for training of all new leads and incoming supervisors in call management, documentation standards overview, data trending analysis practices, and tools usage

Joined team of TL-9000 trained technical writers to maintain documentation guidelines and standards. Trained in TL-9000 documentation control method and was responsible for maintaining proper printed document control.

GUEST SERVICES TRAINER, Hyatt Hill Country Resort and Spa, San Antonio, TX 2005 – 2008

Managed customer experiences at the hotel including all guess services and concierge related activities, performed inventory audits for customer and hotel vehicles, performed loss prevention activities, and trained new resources.

SHIFT MANAGER, Babe’s Old Fashioned Food, San Antonio, TX 2008

Managed and trained employees, performed cash accounting activities, performed inventory auditing and ordering, improved customer experiences.

ASST CULTURAL DIRECTOR, St. George Maronite Catholic Church, San Antonio, TX 2004 – Present

Education & Certifications

Bachelor’s Degree in English Studies - University of Texas at San Antonio

HP Certifications: Desktop/Laptop

HCL: ITIL Foundations, Manager Success, INFOSEC Academy

Project Management Professional Certification – Training in Process

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