Jack W. Williams
Lawrenceville
Summary
An accomplished leader with a comprehensive background in program management, client services, and project management. Exemplifies professionalism in managing multiple projects and tasks by diagnosing simple or complex issues, while executing practical/profitable results that foster customer satisfaction.
Overview
15
15
years of professional experience
Work History
Technical Business Analyst
Equifax
01.2021 - 06.2024
- Collaborated with team members, clients, and stakeholders to analyze and heighten requirements
- Proactively tackled issues, prioritized tasks, and escalated issues as necessary
- Orchestrated production deployment planning and conducted system validation
- Gathered feedback from end-users to identify areas for system enhancements or adjustments to better align with evolving business requirements.
Cloud Service Deployment Specialist
IBM
02.2018 - 06.2020
- Tested, enabled, and deployed technology and services on the ServiceNow platform for IBM's Public Cloud, including Incident Management, Change Management, and Support Case Management
- Enhanced staff motivation and performance by leveraging diverse perspectives, work styles, values, and backgrounds
- Provided timely updates to project teams and leadership throughout deployment processes
- Created training materials to facilitate adoption and maximize utilization of the ServiceNow platform
- Cultivated relationships with key decision-makers and actively pursued new projects and opportunities for process improvements
- Championed the adoption of automation tools to streamline routine tasks, increasing the efficiency of deployment processes and freeing up valuable time for team members.
Service Partner
Fiserv
05.2014 - 02.2018
- Effectively communicated problems, issues, and status updates to clients and appropriate Fiserv personnel
- Participated in the launch of new products and services
- Handled critical requests or complaints to ensure speedy resolution and client satisfaction
- Developed client relationships through in-person visits and phone calls to resolve and avoid problems
- Worked closely with Product Consultants and Product Specialists assigned to clients to ensure requests (cases) were resolved within appropriate timeframes
- Worked closely with the Account Executive in periodic Account Planning
- Partnered with the Account Executive to monitor service delivery and client satisfaction with other Fiserv products and services, particularly those integrated with Fiserv
- Analyzed Client Surveys with the Account Executive to identify areas for improvement and development of action plans
Project/Program Manager
Fiserv
12.2009 - 05.2014
- Led training sessions for team members on organizational project management standards and best practices
- Produced business intelligence reports for Executive management to drive revenue growth and client retention in the Eastern Region Service Center
- Managed and administered the Project Portfolio Management (PPM) tool, Daptiv, coordinating vendor support and user setup
- Conducted training classes for new and existing users of the PPM tool
- Furnished guidance and product analysis for upcoming product releases to the Eastern Region Steering Committee
Education
Bachelor of Arts (B.A.) - Advertising
The University of Alabama
TUSCALOOSA, ALSkills
- Organizational
- Leadership
- Client Relationship
- Management
- Customer Service
- Scheduling
- Continuous Process Improvement
- Staff Management
- Training & Development
- ServiceNow
- Project Manager
- Communication
- Data analysis
- Business process improvement
- Stakeholder management
- Requirements gathering
- Conflict resolution
- Critical thinking
- Relationship building
- Motivating students
Timeline
Technical Business Analyst
Equifax
01.2021 - 06.2024
Cloud Service Deployment Specialist
IBM
02.2018 - 06.2020
Service Partner
Fiserv
05.2014 - 02.2018
Project/Program Manager
Fiserv
12.2009 - 05.2014
Bachelor of Arts (B.A.) - Advertising
The University of Alabama
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