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Desktop Support Customer Service

United States
September 24, 2018

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Jay Feinberg

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 Page Two

Bank One Corporation, Fort Worth, TX 1997-2004

Site Administrator

Managed Technology Site Operations for Bank One across the Dallas area and Oklahoma

Desktop Support

Server Support

Vendor Management

Business Resiliency / Continuity

Bank One Corporation, Dallas TX 1996-1997

Senior Desktop Support Technician

Provided Desktop Support for executives at the downtown Dallas campus.

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