George Davis
San Antonio,TX
Summary
Over 20 years of progressive global experience in Sales Support, Deal Desk, IT support, Project Management, Help Desk, and Service Desk teams. Successfully led large-scale corporate initiatives and developed highly functional cross-trained teams while consistently delivering outstanding customer service. Motivated by customer support, teamwork, and mentoring others. Collaborative leader who actively partners with coworkers to promote an engaged and empowering work culture. Skilled in building and maintaining relationships with diverse stakeholders in dynamic, fast-paced settings. Dedicated professional that consistently meets company goals through repeatable and organized practices. Thrives under pressure and adapts to new situations and challenges to enhance the organizational brand.
Overview
24
24
years of professional experience
Work History
Director – SalesHelp – Deal Desk Global Support
Oracle
01.2017 - Current
- Managing a global sales support, Deal Desk and front-line technical team that supports all of Oracles cloud sales teams worldwide
- Built new regional and language specific teams to support North America, Latin America and South America Oracle Sales teams and Oracle Partners
- Implemented new training program that reduced training time by 85%
- Leading global process improvement projects to improve service and support
- Building relationships with cross-functional teams and leaders
- Leveraged professional networks and industry knowledge to strengthen client relationships
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements
- Facilitated cross-functional collaboration for improved decision-making processes within the organization
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
AVP IT Customer Service and Support
Southwest Business Corp
01.2015 - 01.2017
- Managing day to day operations for all frontline IT support teams, Tier 1 (NOC and Service Desk), Tier 2 (Desktop Support) and Tier 3 (Internal Application Support) teams
- Leading technology direction and strategy for Asset Management team and respective life cycle of all desktop hardware, software and licensing
- Drive process and quality improvement, improve IT stability, restructure staffing and support model, and improve internal business relations for NOC, Service Desk, Desktop and Application support teams
- Managing IT project initiatives, establish key metrics and SLA's, coordinating support, implementing disaster recovery initiatives for all lines of business
- Day to day leadership of a staff of 35 talented IT personnel that are responsible for hardware and software day to day support of over 3000 customers from frontline Tier 1 to Tier 3 support
- Responsible for all endpoint lifecycle management, imaging, deployment and migration to Azure cloud and Intune in the cloud with a hybrid SCCM solution
- Develop and implement new processes and procedures for the NOC related to basic call handling to major issue escalations
- Within 6 months the NOC went from identifying and alerting on less than 15% of major issues to over 95% of all priority 1 and 2 issues
- Worked with team leads to design and implement standard operating procedures, escalation procedures and documentation for NOC and Service desk, we then coordinated with upper management to implement response expectations for all IT teams
- Negotiated new hardware vendor contracts that reduced the company's cost for desktops, laptops by over $600,000 the first year
- In conjunction with HR, developed career paths for all teams that included expectations, training and certifications needed to be promoted to the next level.
IT Director
West Communication Corp
01.2012 - 01.2015
- Provides outstanding customer support with a focus on quality, consistency, and continuous improvement
- Ensures optimal performance and system stability of business-critical applications
- Provides strategic direction and project management for large enterprise initiatives
- Develops implementation strategies, provides vision and leadership for key enterprise systems, applications, fulfillment and database management
- Leading a customer support team of local/international key contributors
- Ensure 24x7 tier 1, 2 and 3 level support
- Organizes and coordinates major Enterprise system upgrades
- Proven leader in the establishment of technology initiatives that support business operations, growth, and revenue potential
- Implemented change management process that increased system availability/stability by over 30%
- Collaborates with IT managers, supervisors and leaders to develop enterprise-wide antivirus and operating system patches bringing into compliance over 5,000 enterprise servers
- Designs/implemented a cross-training platform that increases productivity, eliminates barriers and provides continued educations opportunities for team members
- Coordinated with Human Resources team developing a career progression and mentoring program
- The program increased retention rates by 45% while providing career growth opportunities for employees
- Develop quarterly business review presentations for customers and executives.
IT Manager
West Communication Corp
01.2008 - 01.2012
- Climbed organizational ladder from frontline contributor to Manager
- Provided leadership for 18 local and international team members
- Supported enterprise-wide platforms, ensured 24/7 support for high profile applications (MS Exchange, SCOM, Citrix, MDM, Lync, PeopleSoft, Kronos, Symantec, SCCM, SharePoint, SQL and Oracle platforms for West)
- Designed and implemented processes and procedures to ensure highest standard of service and accountability
- Eliminated unplanned system downtime
- Created/designed a SharePoint customer facing ticket portal
- Streamlined customer support ticket processing, decreased ticket resolution time by 30%
- Created customer survey/feedback systems to continually monitor team performance
- Created comprehensive companywide systems operating procedures manuals, security policies, change management process policy, employee acceptable use policy.
IT Supervisor
GPS Transportation
01.2001 - 01.2008
- Supervised and managed a staff of 22 IT support Personnel in six countries
- Supported daily operations for North, Central and South America
- Ensured IT support, product development and software development
- Recruited and hired all support staff for all central and South American locations
- Designed and implemented support strategy for 35 different locations throughout Central and South America
- Provided escalation point for all customer related trouble tickets.
Education
High School Diploma -
Willis High School
Willis, TX05.1985
Skills
- Project Management
- Cross Team collaboration
- Verbal and written communication
- People Management
- Proactive Team Building
- Strategies and goals
- Project Coordination
- Business Planning
- Program Management
- Complex Contract Negotiations
- Contract and Vendor engagement
- Contract Life-Cycle Management
- Business Development
- Partnerships and Alliances
- Contract Management
- Content Development
- ITIL V3
- ITLM
- Advanced leadership Academy
- MCP
- Citrix XenApp 65 certification
- Six Sigma black belt (Training)
- Information Security Audit training
- A certification
- Slack
- Splunk
- SolarWinds and SolarWinds WPM
- Workday
- SCCM 2012 and 2016
- Microsoft Exchange 2003 to 2013
- SharePoint 2007-2013
- GOOD for Enterprise/Active SYNC
- VMWare and VDI support
- Citrix XenApp (45 to 75)
- Windows server 2000 to 2016
- Microsoft Lync
- IIS
- F5/Load balancing
- NetScaler
- SQL and Oracle Database
- PeopleSoft
- Kronos
- Microsoft Office (Word, Excel, PowerPoint, OneNote)
- ServiceNow
- ConnectWise
- LabTech
- Agile
- VOIP
- SLACK
- ZOOM
- Strategic Planning
- Operations Management
- Staff Management
- Issues Resolution
- Negotiation
- Contract and Vendor Management
- Rules and regulations
- Contract Negotiation
- Talent Acquisition
- Organizational Development
- Legal and Regulatory Compliance
- Teamwork and Collaboration
- Process Improvements
- Customer Service
Timeline
Director – SalesHelp – Deal Desk Global Support
Oracle
01.2017 - Current
AVP IT Customer Service and Support
Southwest Business Corp
01.2015 - 01.2017
IT Director
West Communication Corp
01.2012 - 01.2015
IT Manager
West Communication Corp
01.2008 - 01.2012
IT Supervisor
GPS Transportation
01.2001 - 01.2008
High School Diploma -
Willis High School
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