Jack Allen
Rockholds,KY
Summary
Dynamic Deputy Service Delivery Manager with a proven track record in initiating and developing service desks, establishing CSI processes, and providing efficient workflows for software development. A solution-driven analytical problem-solver with strong team-building, leadership, and motivational skills, adept at enhancing customer relations and fostering long-term relationships. Proficient in independent decision-making and exercising sound judgment to drive company success. Committed to leveraging training, monitoring, and morale-building abilities to enhance employee engagement and boost performance. Skilled in managing multiple teams, handling complex projects, optimizing service desk operations, and implementing industry best practices to ensure high levels of customer satisfaction
Overview
19
19
years of professional experience
Work History
Deputy Service Delivery Manager - GSA
GDIT
2022.01 - Current
- Initiated and developed the Case Management service desk, improving operational efficiency and customer satisfaction.
- Established Continuous Service Improvement (CSI) processes for Tier 1 and Case Management service desks, enhancing service quality and reducing incident resolution times.
- Collaborated with multiple stakeholders to develop effective strategies for case management and service desk resource allocation.
- Optimized resource allocation for multiple projects, resulting in timely deliveries and increased customer satisfaction.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Developed and formalized Standard Operating Procedures (SOPs) for key operational tasks, significantly boosting team productivity and ensuring adherence to industry standards.
Operations Manager - Veteran's Affairs
GDIT
2021.09 - 2022.01
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Devised processes to boost long-term business success and increase profit levels.
- Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow
- Formulated processes to reduce downtime
- Performed preemptive resolution of technical issues by utilizing detailed knowledge of ongoing processes and policies.
- Tracked and leveraged data trends, aggregate statistics and volume fluctuations to hone AHT performance metrics.
Customer Support Supervisor - Veteran's Affairs
GDIT
2020.04 - 2021.09
- Closely collaborated with project members to identify and quickly address problems.
- Led technology selection and rollout, focusing on organizational planning, provider contracts and supplier service-level agreements.
- Demonstrated familiarity with latest hardware, software and networking technology, as well as industry trends.
- Oversaw daily performance of computer systems and immediately responded to Incident Management issues to keep network up and running.
- Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.
- Interviewed, hired, trained and mentored staff by coaching daily, leading performance reviews and offering constructive feedback.
- Coordinated with management teams to plan, develop, align and execute strategies that would meet client's vision, mission and purpose.
- Build and maintain Dashboards (Excel) for operations to track performance and metrics
- Developed and implemented processes for VAESD, including upgrades to ServiceNow functionality
- Created process and workflow for UIpath integration into the existing VAESD system to increase Agent efficiency and productivity
IT Specialist - Veteran's Affairs
GDIT
2018.01 - 2020.04
- Effectively managed high-volume of inbound and outbound customer calls
- Accurately documented, researched and resolved customer service issues
- Mastery of customer service management systems and databases
- Acted professionally and patiently when addressing negative customer feedback
- Diagnosed and troubleshooted UNIX and Windows processing problems and applied solutions to increase company efficiency
- Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes
- Monitored systems in operation and input commands to troubleshoot areas such as Network and Configuration issues
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
Advisor
Concentrix ( Apple INC )
2017.01 - 2018.01
- Maintained and updated customer service database
- Provided base level IT support to non-technical personnel within business
- Resolved problems with malfunctioning products
- Activated accounts for clients interested in new services
- Retained existing clients and developed new business by extending high quality and efficient service
- Reviewed technical documentation and procedures
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems
- Used ticketing systems to manage and process actions taken
- Worked directly with Tier 1/2, and Quality Control to achieve successful trouble shooting and team Improvement.
IT Manager
McNeil Contracting
2010.01 - 2012.01
- Maintained tactical control of project budgets and timelines to keep teams on-task and achieve schedule targets
- Closely collaborated with project members to identify and quickly address problems
- Sourced additional resources and staff to meet timeline demands
- Performed detailed assessments of risks to determine constraints and develop mitigation strategies
- Proposed and implemented system enhancements to improve performance and reliability of storage environment
- Performed daily administration of storage equipment to optimize system resource utilization
- Documented all transactions and support interactions in system for future reference and addition to knowledge base
- Removed malware, ransomware and other threats from laptops and desktop systems
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team
- Interviewed, hired, trained and mentored 10 staff members by coaching daily, leading performance reviews and offering constructive feedback
- Coordinated ongoing technical training and personal development classes for staff members
Engineering Manager
Kentucky Cabinet Corporation
2005.03 - 2010.01
- Analyzed and verified all energy savings calculations to promote environmental sustainability and energy conservation in order to meet aggressive project LEED requirements.
- Participated in development meetings for high-value customers and business operations updates.
- Worked with 20+ team members to accomplish technical aspects of projects.
- Reduced product rollout time by 35% through effective multitasking on design, engineering and manufacturing.
- Provided technical leadership for company to effectively steer strategic plans and future projects.
- Coordinated engineering team for 12 projects in development.
- Developed and tested models of alternate designs and processing methods to assess feasibility, operating condition effects, possible new applications and necessity of modification.
- Implemented quality control standards for consistent approach and results.
- Verified construction documentation conformed to quality assurance standards and client requirements.
- Reviewed project goals and objectives on monthly basis with project manager and design team.
Education
Certification - ITIL V4 Foundations
PeopleCert
Online2021
Bachelor of Science - Software Engineering
University of The Cumberlands
Williamsburg, KY2020
Bachelor of Science - Information Technology
University of The Cumberlands
Williamsburg, KY2020
Bachelor of Science - Cyber Security
University of The Cumberlands
Williamsburg, KY2020
Associate of Science -
Somerset Community College - Laurel Campus North
London, KY2018
Associate In Arts -
Somerset Community College
Somerset, KY2018
Skills
- Operations Management
- Agile framework
- Case Management
- Program coordination
- Policies and Procedures Implementation
- Work flow planning
- ServiceNow
- JIRA
- Requirements analysis
- Skilled in using Python, Java, C#, Swift, HTML, CSS, SQL, VBA
- RPA - (UIPath)
- Project lifecycle management
- Software development lifecycle expert
- Risk analysis and management
- Management information systems
Timeline
Deputy Service Delivery Manager - GSA
GDIT
2022.01 - Current
Operations Manager - Veteran's Affairs
GDIT
2021.09 - 2022.01
Customer Support Supervisor - Veteran's Affairs
GDIT
2020.04 - 2021.09
IT Specialist - Veteran's Affairs
GDIT
2018.01 - 2020.04
Advisor
Concentrix ( Apple INC )
2017.01 - 2018.01
IT Manager
McNeil Contracting
2010.01 - 2012.01
Engineering Manager
Kentucky Cabinet Corporation
2005.03 - 2010.01
Certification - ITIL V4 Foundations
PeopleCert
Bachelor of Science - Software Engineering
University of The Cumberlands
Bachelor of Science - Information Technology
University of The Cumberlands
Bachelor of Science - Cyber Security
University of The Cumberlands
Associate of Science -
Somerset Community College - Laurel Campus North
Associate In Arts -
Somerset Community College
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