Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Core Competencies
Timeline
GeneralManager

Jason Wallace

Ocala,FL

Summary

Experienced IT leader with15+ years of expertise in managing technical support operations, streamlining help desk workflows, and mentoring high-performing teams. Proven track record of driving customer satisfaction, reducing response times, and implementing innovative solutions to optimize service delivery. Skilled in metrics-driven decision-making, resource management, and fostering collaboration across departments to achieve organizational goals.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Senior Client Technical Manager

Dataprise
02.2024 - 12.2024
  • Improved resource allocation and ticket resolution efficiency by15%
  • Designed and implemented metrics dashboards to monitor team performance and drive continuous improvement
  • Enhanced communication and escalation protocols for effective issue resolution
  • Collaborated with cross-functional teams to align IT services with client goals

Senior Program Manager

DYOPATH (Royal Caribbean Cruise Lines)
06.2017 - 02.2024
  • Directed IT resource optimization programs, achieving a20% reduction in inefficiencies
  • Reduced incident resolution times through improved help desk processes
  • Partnered with engineering and analytics teams to implement scalable support solutions
  • Developed comprehensive IT support plans aligned with organizational priorities

IT Manager

Arnprior Hospital
12.2016 - 06.2017
  • Ensured high availability of mission-critical systems across departments
  • Enhanced coordination between IT and clinical teams through improved workflows
  • Led initiatives to mitigate risks, enhance data security, and improve system reliability
  • Conducted team training to elevate technical expertise and service efficiency

Operations Manager

ComSys
11.2015 - 06.2016
  • Overhauled operational workflows to enhance service delivery efficiency
  • Resolved escalated technical issues, ensuring minimal disruption to business operations
  • Established performance metrics to track team productivity and identify improvement areas

Team Lead, IT Support Services

City of Ottawa
02.2002 - 10.2015
  • Supervised an18-member IT team, achieving a15% reduction in ticket resolution times
  • Implemented incident management protocols to improve consistency and satisfaction
  • Integrated new support technologies to boost operational efficiency
  • Partnered with stakeholders to address user needs and align services with organizational goals

Education

Associate's Degree - Information Technology

CDI College
Ottawa
01.1998

Skills

  • ITSM Tools: ServiceNow, Zendesk, Freshservice
  • Metrics and Reporting: Power BI, Tableau
  • Collaboration Tools: Jira, Trello, Microsoft Teams

Certification

  • ITIL Certification
  • Project Management Professional (PMP)

Accomplishments

  • Reduced ticket resolution times by25% through process optimization and automation.
  • Maintained high customer satisfaction rates during organizational transitions.

Core Competencies

  • IT Service Management (ITSM) and Help Desk Operations
  • Process Improvement and Workflow Automation
  • Team Leadership and Staff Training
  • Incident and Problem Management
  • Customer Service and Stakeholder Engagement
  • Metrics Analysis and Reporting
  • Risk Management and Escalation Handling

Timeline

Senior Client Technical Manager

Dataprise
02.2024 - 12.2024

Senior Program Manager

DYOPATH (Royal Caribbean Cruise Lines)
06.2017 - 02.2024

IT Manager

Arnprior Hospital
12.2016 - 06.2017

Operations Manager

ComSys
11.2015 - 06.2016

Team Lead, IT Support Services

City of Ottawa
02.2002 - 10.2015

Associate's Degree - Information Technology

CDI College

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