Summary
Skills
Work History
Education
Quote
Certification
Timeline
Overview
OfficeManager
Jim Wood

Jim Wood

Rock Hill,SC

Summary

Results-oriented leader offering 15 years experience in field, and eight in corporate technical leadership. History of implementing successful improvements to department and company by leading changes through example. Industry expert with creative strategies for high-volume support ticket management.

Skills

  • Servant Leadership
  • Policy Development and Enforcement
  • Problem Anticipation and Resolution
  • Employee Engagement and Team Building
  • Data-driven Analytics
  • Organizational Systems
  • Project Management
  • Customer Satisfaction

Work History

Senior Manager Business Applications Operations

AvidXchange
04.2024 - 07.2025
  • Led cross-functional teams to streamline operational processes and enhance productivity.
  • Developed and implemented strategic initiatives to drive revenue growth and market expansion.
  • Mentored junior managers, fostering professional development and enhancing team performance.
  • Analyzed market trends to inform business strategies and optimize resource allocation.
  • Established key performance indicators to measure departmental success and drive continuous improvement.
  • Collaborated with executive leadership on strategic planning sessions to align organizational goals.
  • Oversaw budget management, ensuring alignment with financial targets and operational efficiency.
  • Facilitated change management initiatives to improve employee engagement and retention rates.
  • Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
  • Reduced costs, optimized resource allocation, and improved efficiency in managing projects.

Service Support Manager

Flexential
Charlotte, NC
10.2019 - 04.2024
  • Created KPI strategy for employee performance which was reported directly to COO and departmental VP
  • Created company Major Incident and Major Case process which aligned to ITIL standards
  • Developed supervisor MBOs for department metrics around ITIL response and resolution SLOs for 4,500 enterprise customers
  • Created standard operating procedures for all technicians and service support supervisors which was adopted company-wide
  • Interpreted director strategy to define departmental performance from efficiency perspective
  • Created Spotlight Customer program, cross-functional multi-departmental process which identified at-risk customers via data analytics
  • Created process within ServiceNow for tagging and reporting on poorly implemented or onboarded customers
  • Developed training program for employee quality monitoring and development
  • Coached leader reports through cultural, performance, and training strategies
  • Set process and expectations for employee scheduling, and departmental PTO for 44 technicians and 8 supervisors
  • Iterated on departmental employee Gallup survey program to increase employee engagement across all functions
  • Created company shadowing program which allowed for cross-departmental mentorship opportunities and growth internally
  • Created departmental employee remote hiring and training process which allowed for company to target specific areas of industry as cost-savings method
  • Created internal cross-departmental hiring process to target data center employees as cost-savings method
  • Directed service support initiatives to enhance customer satisfaction and operational efficiency.
  • Streamlined support processes, improving response times and resolution rates across teams.

Service Support Manager (Night Shift)

Flexential
Charlotte, NC
10.2018 - 10.2019
  • Following company merger with two managed service companies in 2018, managed 38 multi-regional support personnel in Allentown PA, Charlotte NC, and Denver CO which created foundation for multi-regional, singularly-focused teams
  • Traveled monthly between Allentown PA, Charlotte NC, and Denver CO support offices to maintain employee engagement and unity
  • Worked with senior leadership to combine, three different departmental cultures, support structures, and product support offerings
  • Created prototype of departmental employee Gallup survey accountability program to drive employee engagement and positive cultural trending
  • Began development of departmental KPIs related to customer response, resolution, and NPS data
  • Created hiring and onboarding program for all new department technical personnel
  • Provided efficiency data to senior personnel which lead to departmental savings of several million dollars following reduction in force effort across multiple functions

Service Support Supervisor (Night Shift)

Flexential
Charlotte, NC
03.2017 - 10.2018
  • Coached 10 employees through day-to-day work and complex problems
  • Wrote business proposal and presented prototype to senior leadership for departmental scheduling program to track and manage complex employee scheduling cross-regional for 24/7/365 shift planning, which was adopted across nationwide department
  • Created employee development and accountability template for entire departmental usage, which created one development and coaching language for leadership of three disparate support departments
  • Created departmental dashboards in ServiceNow that measured technician KPIs, which allowed for employee coaching toward increased response and resolution of customer cases
  • Created training for departmental Cisco Contact Center reporting in order to measure employee efficiency in customer call handling which lead to faster call handling and reduced customer wait times

Incident Response Analyst

Flexential
Charlotte, NC
06.2016 - 03.2017
  • Customer support for collocation and managed services provider. Troubleshooting and configuration of networks, firewalls, VPNs, virtualized systems, Windows, Linux, backups, for 2,000 unique customer environments hosted across multiple locations nationwide
  • Provide first call resolution to customers in efficient manner, and escalate to additional on-call resources as necessary
  • Remain accountable and responsive to both customer and leadership

Network Operations Technician

Advance America
Spartanburg, SC
08.2013 - 06.2016

Technical Coordinator II

Verizon Wireless
Greenville, SC
08.2011 - 08.2013

Networking Consultant

Wizard Enterprises, Inc.
Myrtle Beach, SC
03.2009 - 07.2011

Information Technology Consultant

Eventus Group
Myrtle Beach, SC
01.2006 - 12.2006

Airborne Cryptologic Technician (Interpretive)

United States Navy
Misawa, Japan
07.1999 - 06.2005

Education

Bachelor of Science - Computer And Information Sciences

Western Kentucky University
Bowling Green, KY
12.2016

Associate of Science - Computer And Information Sciences

Horry-Georgetown Technical College
Conway, SC
12.2009

Quote

Servant-leadership is all about making the goals clear, and then rolling your sleeves up and doing whatever it takes to help people win.
Ken Blanchard

Certification

  • ITIL V4.0 Certified - 2019


Timeline

Senior Manager Business Applications Operations

AvidXchange
04.2024 - 07.2025

Service Support Manager

Flexential
10.2019 - 04.2024

Service Support Manager (Night Shift)

Flexential
10.2018 - 10.2019

Service Support Supervisor (Night Shift)

Flexential
03.2017 - 10.2018

Incident Response Analyst

Flexential
06.2016 - 03.2017

Network Operations Technician

Advance America
08.2013 - 06.2016

Technical Coordinator II

Verizon Wireless
08.2011 - 08.2013

Networking Consultant

Wizard Enterprises, Inc.
03.2009 - 07.2011

Information Technology Consultant

Eventus Group
01.2006 - 12.2006

Airborne Cryptologic Technician (Interpretive)

United States Navy
07.1999 - 06.2005

Bachelor of Science - Computer And Information Sciences

Western Kentucky University

Associate of Science - Computer And Information Sciences

Horry-Georgetown Technical College

Overview

26
26
years of professional experience
1
1
Certificate

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Jim Wood