817-***-**** Arlington, Texas
Expertise in improving service delivery processes, communicating with all departments, overseeing employees involved in the delivery process, solving complaints and providing customer service, Excellent leadership abilities, attention to details, analytical thinking, communication and teamwork.
Technology Site Management Business Transformation
Business Continuity IT Risk Management
Asset Management Business Resiliency
Vendor Management Major Project deployments
NTT DATA, Dallas, TX Current
Customer Experience Manager
Consultant with PricewaterhouseCoopers working on transformation projects, client experience enhancements and process improvements.
JPMorgan Chase, Co., Fort Worth, TX 1996 - 2018
Vice President, Service Delivery Manager
Production support and service accountability for 17,000 end users. Managed client centric environment working with retained teams and vendors.
Accountability for end user support and overall client experience for approximately 17,000 end users across Texas, Louisiana, Oklahoma and Kansas.
KPI driven metrics and reporting. Prioritizes, scopes, estimates, and manages the team(s) responsibilities and development. Includes people management responsibilities as well as team budget responsibilities.
Managed a staff of 17 FTE and many more vendors (HP) to support our clients across major campus locations and remote whitespace sites.
Cross LOB support model.
Discretionary project deliverables in scope from a few to a few thousand moves adds and changes. Quality control and Day 1 support. Responsible for participating in enterprise-wide project team, including members outside of Infrastructure
Support of Change Management processes
Support of LOB business resiliency activities and disaster recovery operations.
Asset, Inventory Management. Hard drives, computer chassis and peripheral devices. Manage Risk and control Compliance to departmental and companywide standards to zero defects. Support of corporate IT audit activities.
Consolidated support and production queues over the past number of years as our business plan has changed and our headcount has been continually under pressure. Managed integration of line of business support teams into Global Technology Organization
Jay Feinberg email@example.com mailto:firstname.lastname@example.org mailto:email@example.com Page Two
Bank One Corporation, Fort Worth, TX 1997-2004
Managed Technology Site Operations for Bank One across the Dallas area and Oklahoma
Business Resiliency / Continuity
Bank One Corporation, Dallas TX 1996-1997
Senior Desktop Support Technician
Provided Desktop Support for executives at the downtown Dallas campus.