John Fitzler

Big 4 Professional Services Firm:

• Solutioned Print & Imaging strategy and acted as the lead negotiator, on behalf of the customer, in the formulation of a MPS contract that reduced yearly spend by $7M
• Guided North American IT Shared Services Team in agile innovation, automation and cost reducing customer-facing solutions and services
• Managed Regional Customer Experience Team in delivery and stabilization of EUC services for 26K customers across 34 offices, increasing customer satisfaction by 25 basis points while reducing TCS operational delivery cost by 20%
• Oversaw EUC IT Asset Life-Cycle Management, stabilizing and reducing inventory cost, integrating and leveraging Service Now automation while delivering “Best In Class” asset management services
• Managed large-scale delivery of Windows 10 migration to 48K customers in 18 month period

Global Insurance Company:

• Delivered private cloud EUC solution enabling improved customer stability, “anywhere” connectivity and simplified and enhanced delivery model
• Managed service for 4 TCS ODCs reducing customer incidents by 35% while driving stability in Infrastructure uptime through root cause and agile mitigation approaches

Internal TCS:

• EUC Lead for three proposal formulations, client presentations and contract negotiations for large professional services, insurance and financial services pursuits
• Per leadership request, closed on mid-size personification services proposal for sizeable US airline client

• Nurtured and inspired 41 regional technology professionals providing second/third level IT services support to 5600 customers
• Oversaw supplier management, SLA adherence, workflow integration and $26M budget for four Top Quadrant MPS providers while reducing operating costs by $13M over five year period
• Coordinated configuration and delivery of 2500 iPads to Global/US Partners at four nationwide events
• Directed physical shutdown of 13 regional call centers, transitioning workload into one national call center with no degradation to service
• Led the technology delivery & on-boarding of various acquisitions while overseeing the physical shutdown of inherited facilities and rescinding of vendor contracts
• Managed IT facility build-out, testing, and transition for various real-estate initiatives, largest totaling 3800 employees
• Liaise with senior customer stakeholders in conceptualization, build and delivery of high-profile client experience events at on-site and off-site locations throughout North America