Director, Global Support
Resume:
John Krischer
San Jose, California *****
************@*****.***
Director of Information Technology & Operations
20+ years’ success leading technical business continuity and information technology enablement initiatives
Repeated success guiding global Information Technology with established and emerging technologies to achieve maximum operational impact. Exceptional talent for launching and managing programs related to business integration, business services, and technical support systems. Leader and motivator of high performing customer service focused teams; able to forge solid relationships with strategic partners and build consensus across multiple organizational levels. Fluent in English and Dutch, significant International exposure. Possess a Master of Business Administration (MBA) in International Business and Master of Science in Information Technology (with High Honors)
Highlights of Expertise
Creation and Guidance of Global Support programs
New Initiative Integration Program Manager
Mergers and Acquisitions Program Management
Executive and End-User Services champion
Event/Show Management domestically/internationally
Vendor & Supplier Relationship Management
Full Life Cycle Project/Program Management
Employee Recruitment, Mentoring, & Development
Leader of Business-driven Technology Organizations
Comprehensive M&A Program development
Cutover strategies to ensure business continuity
Training & Development Program creation
Service escalation point of contact
Technical Troubleshooting & Issue Resolution
Creation and Guidance of Global Support programs
Strategic & Tactical Business Planning
Career Experience
Oracle, Redwood Shores, CA
Asked to revamp Mergers and Acquisitions Program end-to-end to ensure business continuity, efficiency and productivity.
IT PROGRAM MANAGER, MERGERS AND ACQUISITIONS (2/2019 to present)
Was asked to develop a program which ensured that business continuity and user productivity of acquired firms was exemplary, which entailed that all aspects especially technical standardization were accounted for. These included pre-Legal Entity Combination and post-Legal Entity Combination planning, support, communications, discovery, assessment, consolidation, and migration into Oracle in compliance with current security environment.
By being involved from the onset of Change-in-Control determined potential risks thus kept the project team informed of risks, weaknesses or opportunities that could potentially impact the success of the project and escalated to stakeholders through regular update meetings.
Developed and oversaw transition and integration project management and schedule goals, personnel assignments, held update meetings and other planning. NAA compliance required.
Traveled domestically and internationally to meet with acquired firms leadership to set expectations, provide a point of contact for any and all inquiries.
Asked to develop ‘Shelter-in-Place’ M&A contingency program due to Covid19 ensuring that acquisitions were handled entirely remotely while still providing for a business focused, positive and cost-efficient experience.
Remote program success resulted in decision to handle all M&A activities remotely as possible for cost mitigation.
IT PROGRAM MANAGER, BRAND MARKETING (2/2018 to 2019)
Partnered with Brand Marketing/Advertising teams to define and deliver customized solutions for all technical needs/issues; prioritized support for this C-level service group and strategic initiatives in this Apple OSX/Adobe Creative Cloud environment.
Discovery of process, procedures, and expectations set to support high visibility C-level responsible group.
Asked to consistently maintain software/hardware downtime to minimum levels to ensure company digital needs were addressed in as fastidious a manner as possible.
Revamp of current processes, procedures, and expectation as seem fit in order to support high visibility group.
Event/Show graphic content support team lead for Open World keynotes and presentations.
ITegra Properties, Cupertino, California (2010 to 2017)
As licensed Real Estate agent assisted in the operation of family real estate brokerage with my Real Estate broker wife leading to the sale of the portfolio of most of the homes and multifamily rental properties owned by customers, friends and ourselves. Brokerage dissolved thereafter.
General Electric, Digital, San Ramon, California
Led IT team of 30+ Managers, Technical Support Engineers, Project Managers and Executive Support staff, overseeing GE’s Digital headquarters and international offices encompassing over 100,000 end-users.
DIRECTOR, DIGITAL OPERATIONS (9/2016 to 8/2017)
Partnered with Digital Operations team to define and deliver customized solutions for all technical needs/issues; Ensured compliance with company policies, procedures, and industry best practices.
Ensured immediacy for resolution of C-Level executive issues by dedicated staff, locally and internationally.
Onsite resource and executive support for All Hands meetings, Board meetings and Executive issues.
Managed ServiceNow and Technical support systems, averaging 1,000 tickets/requests per day with an average resolution time of 2 hours; ensured the highest level and quality of service for all end-users local and remote.
Prioritized issues for the general user population and strove to make continual improvements.
Weekly Salesforce review and strategic improvement discussions with international team.
Oversaw integration of new conference room technology for all conference rooms in San Ramon HQ, standard later adopted by remote offices necessitating frequent travel.
Managed Mergers and Acquisitions to ensure integration into GE Digital of Wurldtech, and Baker-Hughes companies.
Managed playbook of GE standardized services acquired firms would be migrated to and managed Project teams.
Multiply (formerly Answers), Mountain View, California
Led global IT team ensuring efficient, effective deployment and maintenance of company-wide systems, hardware, software, and other cloud-based applications. Created a ‘follow the sun’ help desk model to ensure coverage.
SENIOR MANAGER, TECHNICAL OPERATIONS (6/2015 to 9/2016)
Unified IT technical operations and services management across global and domestic offices; served as the “face” of IT, ensuring delivery of exceptional customer experience and overall project/initiative accountability. Reviewed, approved, and managed statements of work (SOWs); provided project management expertise for assigned projects and teams.
Managed the merger of four separate companies (Answers ForeSee, WebCollage, ResellerRatings) into a cohesive, unified entity with standardized environments.
Ensured that merged firm users received training, hardware/software to rapidly become productive during integration and once completed.
Team set-up and support of all Executives, company meetings, All Hands, press events.
Frequently traveled (25%) to offices in New York City, London, Beijing, Vancouver, Ann Arbor, and St. Louis.
Oracle, Redwood Shores, California
Managed large-scale technology projects, West Coast support teams, and led global initiatives spanning all operations.
MANAGER, INFORMATION TECHNOLOGY & IT CLIENT SERVICES (1/2010 to 6/2015)
Directly oversaw IT service support for Silicon Valley location(s); executed key IT initiatives for global desktop support, M&A integration for over 100 companies, and large-scale events. Consistently achieved internal customer satisfaction ratings of 95-99%. Single point of contact for all vendor relationships and Contract employees nationwide.
MANAGER, FIELD SERVICES & DESKTOP SUPPORT (1/2007 to 1/2010)
Liaison between IT infrastructure, business application, and field services teams; managed support ticketing system and client relationship management system, ensuring timely and accurate resolution of open issues/items. Trained, developed, and mentored approximately 30 field service representatives. Managed M&A user integrations into Oracle.
SENIOR INFRASTRUCTURE SYSTEMS ANALYST (3/2006 to 1/2007)
Spearheaded redesign and deployment of new, customer-centric, proactive desktop support model in compliance with ITIL standards.
ADDITIONAL EXPERIENCE
HQ Manager, Information Technology Siebel Systems, San Mateo, California 1/2003-3/2006
All aspects of Information Technology management, trade show, executive briefing center, and mergers & acquisitions, Executive Support.
Manager, Global Technology Services Siebel Systems, San Mateo, California 11/1999-1/2003
Executive Briefing Center Technical Manager, domestic and international trade show, and executive support.
Application Support Engineer Hewlett-Packard, Santa Clara, California 1/1999-11/1999
Senior Technical Recruiter Elan International, San Francisco, California 1996-1999
Second Maitre’D (At Sea) Holland America Cruise Line 1990-1994
Education & Credentials
MASTER’S IN MANAGEMENT INFORMATION TECHNOLOGY Golden Gate University
MASTER OF BUSINESS ADMINISTRATION (MBA) IN INTERNATIONAL BUSINESS St. Mary’s College
BACHELOR OF ARTS IN BUSINESS ECONOMICS University of California – Santa Barbara (UCSB)
Technical Proficiencies: Microsoft Windows, Microsoft Office Suite, Apple OSX, Linux, Active Directory, Microsoft Office, Google Apps for Work, Better Cloud, Backupify, VMware View, Zoom, Jabber, Slack, ESET, Casper, System Center, Cisco UCS, Polycom Video Conference, Shore Tel Phone System, Mobile Devices,
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