Customer Service Management

JAMES TOY

Cell 602-***-**** • ***************@*****.***

https://www.linkedin.com/pub/jim-toy/0/846/53

EXECUTIVE PROFILE

Accomplished solutions-oriented IT leader with proven success in developing and executing operational business strategies to promote growth, development and profitability and in the implementation and execution of innovative state-of-the-art technology.

2011 award recipient honoring the “100 Best CIOs” across the nation.

EXPERTISE

Leadership & Direction of High Performing Teams

Strategic Planning & Execution

Systems Integration & Deployment

Project Management & Implementation

Infrastructure/Application Design & Development

Hosting & Cloud Computing

Agile & Waterfall Software Development

ERP/CRM/SaaS Implementations

IT Security/Audit Practices

ITIL & IT Service Management

Customer Service & Satisfaction

Resource Planning & Allocation

PROFESSIONAL EXPERIENCE

JAMES TOY CONSULTING – Phoenix, AZ Aug. 2014 – present

Owner

Technology consulting services specializing in rapid business system improvement through a series of “quick-wins” while assisting clients in implementing plans to improve long-term technology goals in conjunction with business alignment. Recent projects include website design; assist in development of business plan, goals and objectives for a software start-up company, and; implementation and application of project-focused methodologies to increase profitability as well as staff collaboration to ensure business goals are met.

MAKE-A-WISH AMERICA – Phoenix, AZ Dec. 1995 – Aug. 2014

Chief Information Officer Jun. 2007 – Aug. 2014

Direction and leadership of a dynamic technology department consisting of the following divisions: CRM/ERP and application development, database systems, enterprise infrastructure/networking, Web and mobile systems, project management, customer service and support for 5,000 end-users.

Accomplishments:

Achieved $2M per annum in savings to the foundation by spearheading and implementing a shared services model encompassing hosted Web/CMS sites, Exchange email, VoIP telephony, and finance services.

Reduced service and support wait times by 40% by establishing a portfolio of services model, forming a portfolio services team, and supervising a national support desk with consistent and streamlined support processes.

Transformed business operations foundation-wide (63 sites) and converted over 200 disparate, legacy applications to a SaaS suite of CRM/ERP products.

Developed comprehensive CRM/ERP training department that included computer-based and instructor-led training and webinars.

Director of Information Technology Dec. 1995 – Jun. 2007

Supervision and management of department including development of long-term IT systems plan and strategy to assist in furthering foundation objectives, work plans, schedules and cost data for technology initiatives set.

Accomplishments:

Achieved cost savings of over $1M through the acquisition of donated hardware, software and professional services.

Negotiated free hosting services and initiated and oversaw re-location of data center resulting in $30k per annum savings.

Designed virtualized SaaS platform to centralize and host mission-critical business applications.

Developed custom database application to help foundation chapters track wishes and fund-raising activities.

Implemented disaster recovery and business continuity plans including virtualization, SAN data-replication between physical sites and cloud-based backups.

CIRCLE K CORPORATION – Phoenix, AZ

Network Administrator II Sept. 1992 – Dec. 1995

Managed and maintained the corporate LAN/WAN/VPN infrastructure, network performance, security, email and office systems and applications; Installed and configured servers, switches, routers, firewalls, printers and peripheral equipment; Performed troubleshooting and diagnosis to hardware/software network failures, and provided timely resolutions; Provided Tier II Support for corporate office and 36 satellite offices throughout the nation;

Accomplishments:

Implemented and supervised all technology for the Southwest regional offices.

Procured all hardware and software products.

Designed and implemented an improved help desk ticketing system.

Reduced data entry and keystroke errors by scripting run procedures for operators.

EDUCATION & TRAINING

DeVry Institute of Technology – Phoenix, AZ

B.S., Computer Information Systems

Center for Creative Leadership – San Diego, CA

Certificate in Leadership

VOLUNTEER & BOARD AFFILIATIONS

Kaity’s Way, Phoenix –AZ

Board of Directors, Technology Chair

CIO Executive Summit, Phoenix –AZ

Governing Body Member

Arizona Department of Public Safety, Highway Patrol Division

Former Highway Patrol Officer (Reserve)

City of Tolleson, AZ

Former Police Officer (Reserve)

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