Jason Ballinger
Summary
Dedicated Service Delivery Professional with a history of meeting company goals utilizing consistent and organized practices.
Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
15
15
years of professional experience
Work History
Global Service Deliver Manager
Kyndryl (Previously IBM)
09.2021 - Current
- Collaborates with client Executive Management and level 2 support teams to improve services.
- Conducted competitive analysis to identify market trends and capitalize on emerging opportunities for growth.
- Works with level 2 teams for outage recovery.
- Managed senior-level personnel working to meet department SLAs.
- Established team priorities, and monitored performance.
- Developed and maintained relationships with customers and support teams throughout contract.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Maximized performance by monitoring daily activities and mentoring team members.
- Implemented innovative quality campaigns that boosted brand awareness and generated significant Customer Survey score improvement.
- Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
- Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Streamlined and monitored quality programs.
- Identified and communicated customer needs to support teams and quality teams.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Communicated clearly with employees, and stakeholders to keep everyone on same page and working toward established business goals.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Defined clear targets and objectives and communicated to other team members.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Developed detailed plans based on broad guidance and direction.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Managed and motivated employees to be productive and engaged in work.
Level 1 Helpdesk Team Lead
IBM
08.2017 - 11.2021
- Manages level 1 Help Desk team in attaining Service Level Agreements for a client with 15,000+ calls per month client.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Audited team performance and compliance.
- Created training program for new hire and continual training purposes.
- Collaborates with client Executive Management and level 2 support teams to improve services
- · Works with level 2 teams for outage recovery.
- Managed employee schedules.
- Trained new associates for providing level 1 support.
- Customer Satisfaction Survey and analysis and improvement implementation
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Evaluated customer needs and feedback to drive product and service improvements.
Helpdesk Team Lead at IBM
Career Connections Inc
03.2017 - 07.2017
- Managed level 1 Help Desk team in attaining Service Level Agreements for a client with 15,000+ calls per month client
- Created training program for new hire and continual training purposes
- Collaborated with client Executive Management and level 2 support teams to improve services
- Worked with level 2 teams for outage recovery
- Manage employee schedules
- Trained new associates for providing level 1 support
- Customer Satisfaction survey analysis and improvement implementation
- Desktop support troubleshooting using tools such as remote desktop.
NOC Technician for Comcast
Brooksource
07.2016 - 03.2017
- Eyes-on-glass system monitoring
- Responsible for troubleshooting network device and server alarms
- Responsible for performing advanced headend, maintaining, and troubleshooting to ensure minimal system outages
- Advanced networking skills to assist in the fault resolution of various networks
- Performed advanced network engineering maintenance to include: system configuration and interconnects, forward and reverse combining network management, modulation and Forward Error Correction techniques, conversion techniques, encoders, baseband fault isolation, down conversion and receiver theory, controllers, servers, and commercial insertion
- Assisted with the maintenance and configuration of network devices and hubs
- Prepared network notifications, forms and outage tickets for work being performed in maintenance windows
- Tested and maintained add drop multiplexes and power systems
- Installed and maintained equipment needed to be utilized by the Network Engineering Department
- Supported local installation and maintenance of facilities and transport systems.
Level 1 Helpdesk Team Lead
IBM
07.2012 - 07.2016
- Managed level 1 Help Desk team in attaining Service Level Agreements for a client with 30,000+ calls per month client
- Led an account in a critical situation to superior customer satisfaction by leading account transition from India to Boulder, Co and designed service improvement plans to improve all aspects of services provided and make the team more efficient
- Collaborated with client Executive Management and level 2 support teams to improve services
- Worked with level 2 teams for outage recovery
- Manage employee schedules
- Trained new associates for providing level 1 support.
Help Desk Support Professional/ Escalation Management Team
Career Connection Inc
03.2012 - 07.2012
- Provided level 1 Help Desk support for client
- Led escalation management team
- Trained new hire associates.
Delivery Driver
Gulfeagle Supply
09.2010 - 01.2011
- Delivered roofing supplies
- Maintained commercial trucks.
Delivery Driver
Shake & Shingle Supply
09.2009 - 06.2010
- Delivered roofing supplies
- Maintained commercial trucks.
Education
Bachelor of Science - Computer Science/Cybersecurity Engineer
Colorado Technical University
Denver, Co, United States03.2026
Skills
- Knowledge of video and data communication networks, TCP/IP protocols, SNMP, etc
- Knowledge of Motorola and Cisco systems (APEX, ARPD, QAM, OM1000, NC1500, CAP, DAC, DNCS)
- Pathtrak and Spektrum use and knowledge
- Lab experience with routers and switches
- Management and maintenance of both Windows and Linux servers/environments
- Networking and internet security protocols
- Mainframe systems
- Active Directory experience
- VPN networking
- Remote Desktop Connection
- Proficiency in MS Office suite including Word, Excel, Power Point, Access, Outlook, Open Office
- Well-organized and efficient
- Analytical thinker, with a proven track record of consistently finding resolutions to complex technical problems
- Results-oriented, dependable person, who is good under pressure and can "think on his feet”
- Self-motivated, assertive and can quickly learn new procedures and methods
- Professional demeanor
- Dependable – can work without supervision; able to follow directions, both oral and written
- Able to work under pressure and meet deadlines
- Business correspondence writing letters and memos
- Business Analysis and Reporting
- Work Planning and Prioritization
- Project Planning
- Documentation And Reporting
- Cross-Functional Teamwork
- Multitasking Abilities
- Professional Demeanor
- Adaptability
- Team Collaboration
- Adaptability and Flexibility
- Staff Management
- Staff Development
- Customer Service
- Workforce Management
- Performance reviewing
- Employee Coaching and Mentoring
- Staff Training
Interpersonal And Teamwork Skills
- Work well with a diverse group of people.
- Excellent communicator, with emphasis on building strong customer relationships.
- Demonstrated accuracy, and attention to detail.
- Work well in a team environment.
- Committed to assisting others.
Timeline
Global Service Deliver Manager
Kyndryl (Previously IBM)
09.2021 - Current
Level 1 Helpdesk Team Lead
IBM
08.2017 - 11.2021
Helpdesk Team Lead at IBM
Career Connections Inc
03.2017 - 07.2017
NOC Technician for Comcast
Brooksource
07.2016 - 03.2017
Level 1 Helpdesk Team Lead
IBM
07.2012 - 07.2016
Help Desk Support Professional/ Escalation Management Team
Career Connection Inc
03.2012 - 07.2012
Delivery Driver
Gulfeagle Supply
09.2010 - 01.2011
Delivery Driver
Shake & Shingle Supply
09.2009 - 06.2010
Bachelor of Science - Computer Science/Cybersecurity Engineer
Colorado Technical University
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