JOHN LUND
Lee's Summit,MO
Summary
Knowledgeable IT management professional extensively experienced in customer service Proven record of accomplishment in building and maintaining industry-leading technology to serve the needs of the business, users and customers. Considered hardworking, ethical and detail-oriented. Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in Incident Management and working in 24/7 uptime environment.
Overview
12
12
years of professional experience
Work History
IT Support Specialist Exp
Federal Reserve Bank Of Kansas City
07.2023 - Current
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Monitored systems in operation and quickly troubleshot errors.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Communicated with clients to verify roots and causes of computer problems.
Technology Manager II
Federal Reserve Bank of Kansas City
11.2021 - 07.2023
- Stored Value Card Operations (Treasury Services)
- Proposed conceptual technical solutions within agile environment and made changes based on client feedback
- Led discussions with external clients to understand business processes and technical needs
- Developed cohesive presentations customized for technical and non-technical audiences
- Established and implemented metrics to optimize team delivery and measure business agility in terms of predictability, reliability and adaptability
- Oversaw department budgeting, purchasing and employee scheduling, consistently meeting targets and maintaining profitable operations.
- Developed suggestions for technical process improvements to optimize resources.
- Investigated system issues and implemented resolutions to reduce downtime
- Assessed business requirements to create focused solutions
Technology Manager II
Federal Reserve Bank of Kansas City
01.2016 - 11.2021
- Content Operations - SharePoint
- Collaborated with project teams to verify solution capacity to deliver positive user experiences
- Took ownership of technical solutions from end to end with associated architecture development and building, testing, documentation and publishing
- Protected company information with the creation of robust information security systems and effective disaster recovery plans
- Oversaw department budgeting, purchasing and employee scheduling, consistently meeting targets and maintaining profitable operations.
Senior Supervisor, Service Desk
Federal Reserve Bank of Kansas City
03.2012 - 01.2016
- Monitored numerous employee activities and assigned tasks to cover demand.
- • Communicated team priorities by leading meetings and giving presentations.
- • Tracked employee performance to determine areas of strength and improvement.
- • Delivered high quality training for new team members.
- • Evaluated staff performance, communicating feedback and setting personal goals.
• Attended and contributed to regular managerial meetings.
Education
Certification - Executive Leadership -
University of Michigan - Ross School of Business
Ann Arbor, MICertification - Information Technology -
Heald School of Technology
Concord, CA05.2004
Skills
- Critical incident management
- Client relationship building
- Strategic planning
- Technical performance monitoring
- Department management
- Communicated team priorities by leading meetings and giving presentations
Timeline
IT Support Specialist Exp
Federal Reserve Bank Of Kansas City
07.2023 - Current
Technology Manager II
Federal Reserve Bank of Kansas City
11.2021 - 07.2023
Technology Manager II
Federal Reserve Bank of Kansas City
01.2016 - 11.2021
Senior Supervisor, Service Desk
Federal Reserve Bank of Kansas City
03.2012 - 01.2016
Certification - Executive Leadership -
University of Michigan - Ross School of Business
Certification - Information Technology -
Heald School of Technology
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