Client Services Operations Manager

KEVIN JAMES

Escondido, CA, ***** ● 760-***-**** ● ad5nbd@r.postjobfree.com ● www.linkedin.com/in/kevin-james-475411b/

IT OPERATIONS MANAGER: NETWORK OPERATIONS CLIENT SUCCESS

Results-driven IT Operations Manager with a wealth of experience in Network Operations and Client Success. A strategic leader known for innovative solutions, successful oversight of client services, and a proven track record in driving employee development. Demonstrated expertise in contributing to organizational success through operational optimization, compliance, and client satisfaction. Proven success in overseeing client services and support functions, driving employee development, and contributing to organizational success.

CORE COMPETENCIES

Strategic Leadership

Client Services

Employee Development

Operational Optimization

Compliance and Audits

Mentorship Programs

Internship Program

Training and Collaboration

Adaptability to Change

Client Satisfaction

Issue Resolution

Change Control Policies

Key Highlights:

•Mentorship Program Leadership: Pioneered and transitioned a cross-department mentorship program, resulting in seven employee advancements and significant professional growth.

•Internship Program Success: Established and managed an impactful internship program, leading to one candidate securing a full-time position.

•Training and Collaboration: Identified and implemented opportunities for training and mentorship, streamlining issue resolution processes through effective collaboration.

•Adaptability: Successfully managed the title transition from Director of Client Services to Support Manager during a company acquisition, adapting to evolving organizational structures.

•Operational Optimization: Implemented procedures, achieving a 90% first-touch ticket resolution rate and reducing unplanned incidents to less than one every two quarters.

•Compliance and Audits: Orchestrated team efforts to pass SOC audits, ensuring compliance through the implementation of essential policies and strategies.

•Client Satisfaction: Led client meetings, ensuring maximum satisfaction and retention by overseeing customer onboarding, product education, and successful issue resolution.

PROFESSIONAL EXPERIENCE

Lightedge Solutions, San Diego, CA Oct 2010 – Feb 2024

Director of Client Services/Support Manager Oct 2012 – Feb 2024

•Pioneered creating an internal cross-department mentorship program at NFINIT, successfully transitioning and retooling it for Lightedge Solutions. This initiative led to seven employees advancing into rewarding career opportunities, contributing significantly to their professional growth.

•Oversaw the establishment and management of an internship program at NFINIT, providing comprehensive business understanding and IT project exposure to six candidates. This effort resulted in one candidate securing a full-time position, showcasing the program's effectiveness in talent development.

•Identified and implemented opportunities for training and mentorship, streamlining issue resolution processes by enabling access and collaboration with other teams and departments.

•Managed the title transition from Director of Client Services to Support Manager when Lightedge acquired NFINIT, adapting to the evolving organizational structure.

•Implemented and optimized procedures, achieving a remarkable increase in Tier 1 support's first-touch ticket resolution rate from 70% to an outstanding 90%.

•Successfully introduced change control policies and procedures, effectively reducing unplanned incidents to less than one every two quarters.

•Orchestrated team efforts to pass SOC audits, ensuring compliance by implementing essential policies and strategies.

•Led client meetings to ensure maximum satisfaction and retention, overseeing customer onboarding, product education, and successful issue resolution.

•Accountable for hiring, coaching, and mentoring the Support team, including resource scheduling across two facilities to align staffing optimally with client needs.

•As a member of the DEI committee, I was responsible for creating a DEI-compliant culture.

NOC Technician Oct 2010 – Oct 2012

•Troubleshot operating systems, connectivity issues, power issues, HVAC issues, and documented requests using the internal ticketing system.

•Responsible for physical security for the facilities including issuing badges and ensuring that guests were in compliance with physical security policies.

•Created procedures for troubleshooting issues to streamline resolution and escalation where needed.

EDUCATION & CERTIFICATIONS

Master of Business Administration (M.B.A.) - Information Technology ● Coleman University, San Diego

Certifications: A+, N+, ITIL V3, CISSP, Sophos Certified Engineer

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