John Healy
Louisville,KY
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
15
15
years of professional experience
Work History
Service Manager
IT Assurance
11.2021 - Current
- Worked from Service Technician to becoming responsible for all of Operations
- Improved CSAT scores by 811% Year over Year
- Managed team of seven Technicians and Project Coordinator, ensuring timely completion of projects and high-quality workmanship.
- Resolved customer complaints in professional and timely manner.
- Pioneered KPI's with Data Analysis and Excel
- Brought disparate departments into collaborative harmony
- Was responsible for hiring, onboarding and training
Head of IT Department
Louisville Metro Public Defender
05.2018 - 11.2021
- Developed custom IT solutions to address specific business needs, driving operational improvements and cost savings.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Taught self T-SQL and built reporting backbone for Operations
- Optimized helpdesk performance through process improvements, enabling faster response times and increased user satisfaction levels.
General Manager
Panera Bread
05.2009 - 05.2018
- Worked from Associate to General Manager, leading multi-million dollar cafe.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Made use of data analysis and Excel to optimize scheduling, sales forecasting and inventory management.
- Managed diverse team of professionals, fostering positive work environment and high employee satisfaction.
- Developed and trained several new managers
Education
J.D. - Law
Northeastern University
Boston, MA05.2008
Bachelor of Arts - History
Boston University
Boston, MA05.2005
Skills
- Positive Attitude
- Team Leadership
- Multitasking and Organization
- Problem-Solving
- Critical Thinking
- Employee Training and Development
- Conflict Resolution
- Team Collaboration and Leadership
Timeline
Service Manager
IT Assurance
11.2021 - Current
Head of IT Department
Louisville Metro Public Defender
05.2018 - 11.2021
General Manager
Panera Bread
05.2009 - 05.2018
J.D. - Law
Northeastern University
Bachelor of Arts - History
Boston University