James J. Jones
Austin,TX
Summary
Creative Program Manager with an exceptional background in customer service. Proven success in building and motivating program teams to meet project goals. Demonstrated leadership in systems implementation, program execution, and process improvement engagements.
Overview
15
15
years of professional experience
Work History
Process Manager
SystemSeven
03.2023 - Current
- Oversaw the planning and execution of the migration from ConnectWise Manage to HaloPSA.
- Developed and implemented new processes to ensure a smooth transition and integration with existing systems.
- Coordinated with cross-functional teams to gather requirements, identify potential issues, and ensure project milestones were met.
- Provided training and support to staff on the new system, resulting in increased efficiency and user adoption.
- Monitored the post-migration performance to identify areas for continuous improvement and optimization.
Service Delivery Manager
SystemSeven
03.2021 - 03.2023
- Managed the delivery of IT services to clients, ensuring high levels of customer satisfaction and adherence to service level agreements (SLAs).
- Coordinated with technical teams to resolve complex issues and improve service delivery processes.
- Implemented best practices for service management, leading to a reduction in incident response times and improved client retention.
- Conducted regular performance reviews with the team, providing feedback and identifying areas for professional development.
Senior Program Manager
TrustedCare
04.2018 - 01.2021
- Designed infrastructure solutions to resolve business issues and improve delivery processes.
- Identified system needs and designed processes to support business requirements.
- Liaised with sales and marketing team to collect customer feedback, incorporating into subsequent production runs and development lifecycles.
- Outlined work plans, determined resources, wrote timelines and generated initial budgets as part of project scope determination.
Director of Operations
ContactWorks
01.2009 - 05.2018
- Implemented policies and standard operating procedures for continuous improvement.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Directed HR operations, including strategic workforce planning, goal cascading, performance management, staffing and benefits administration.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Established and administered annual budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives.
Education
High School Diploma -
Somerset High School
Somerset, TXSkills
- Program and project management
- Service delivery and customer service excellence
- Process improvement and implementation
- Systems migration and integration
- Cross-functional team coordination
- Training and user adoption
- Data analysis and quality improvement
- Strategic planning and budgeting
- Leadership and team development
- Relationship management
Timeline
Process Manager
SystemSeven
03.2023 - Current
Service Delivery Manager
SystemSeven
03.2021 - 03.2023
Senior Program Manager
TrustedCare
04.2018 - 01.2021
Director of Operations
ContactWorks
01.2009 - 05.2018
High School Diploma -
Somerset High School