John Winfrey

Work History

Sr Service Delivery Manager

ManpowerGroup Public Sector

10.2001 - 09.2023

Service Delivery Manager IT for ManpowerGroup Public Sector (MGPS) primarily focuses on supporting the business organization's IT priorities
Among those were day-to-day operational reactive support, custom project consulting, and responding to various government IT requirements
In addition to these functions as the Service Delivery Manager I oversaw the operational actions of a team of IT support/Infrastructure engineers
Overview of Accomplishment Oversee operational review of the ManpowerGroup Public Sector IT infrastructure with a focus on security and simplification thus reducing critical issues by 80% Provided Project management design & deployment oversight for the implementation of Active Directory
Managed the design & deployment of Azure to support corporate and government customer Disaster Recovery planning requirements
Provide managerial support as it relates to IT customer-facing projects
Implemented numerous controls to support the various internal and government-based audits such as NIST 800-171 and CMMC Established a set of standard operating procedures in support of reactive incident management processes based on ITIL reducing the time to resolution by 50%, and increasing end-user satisfaction score by 70% Performed support engineer skills assessment to identify and document the skills gap
Fostered better communication between the ManpowerGroup Public Sector business organization and the ManpowerGroup North America IT leadership improving strategic IT planning and business coordination
Improved Team Organization Health Index score by 40% by formalizing and coordinating a technical mentoring program
Managed the implementation of Intune mobile device/application management in accordance with NIST security guidelines
Developed and implemented a set of systems monitoring solutions to support real-time operational health, thus reducing systems downtime by 30% and achieving 99.9% systems uptime.
Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff
Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals
Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times
Attended staff and client meetings and served as liaison to manage operations for account
Coordinated and led internal and external site team meetings
Facilitated completion of deliveries and verified documentation
Managed third-party contracts to drive delivery of required services
Interfaced effectively with key accounts, answering questions and delivering exceptional service
Met with business leaders to better understand IT issues that negatively impacted businesses
Contributed to internal and external account reviews
Worked with high-profile customer to select third-party vendor for IT infrastructures
Organized and updated databases, records and other information resources
Cultivated strong relationships with vendors and partners supporting administrative operations
Identified opportunities to streamline processes and improve office operations and efficiency
Built and managed processes for tracking and monitoring department performance
Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff
Negotiated and executed contracts on behalf of department
Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills
Implemented project management techniques to overcome obstacles and increase team productivity
Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives
Built highly-efficient administrative team through ongoing coaching and professional development opportunities
Developed internal requirements and standards to minimize regulatory risks and liability across programs

Sr Customer Success Account Manager

Microsoft Corporation

- 09.2020

Sr Customer Success Account Manager (CSAM) duties include Identifying IT strategic priorities and removing technical blockers to successfully deploy and operate customer complex systems
This includes managing and coordinating operational improvement projects and technical support for large government clients
Most recent accounts consist of the U.S
House of Representatives, Architect of the Capital, Environmental Protection Agency, and National Archives and Records Administration
Lead a team of Premier Field Engineers for each client
Serve as Project Manager for projects of consultants for Microsoft Consulting Services (MCS)
Have also supported the U.S
Senate, Executive Office of the President, Bureau of Alcohol Tobacco, and Firearms (ATF), and the Federal Deposit Insurance Corporation (FDIC)
Also responsible for delivery of supportability reviews and technology support workshops, to reduce operational costs and improve the general efficiency of the technologies and the engineers supporting them
Work with the Federal services marketing team to build a closer relationship with account executives, Microsoft Consulting, other Microsoft offices, and the Federal market, resulting in an increased market share
Also work with staff development, new account development, and inter-organizational coordination
Responsible for business development and new account opportunity identification for my team
Directly increased the level of service and revenue of the ATF, FDIC, EOP, House of Representatives, and Senate projects
The most recent new account was the National Academy of Sciences
Have assisted other team members in Identifying new business opportunities at the Small Business Administration, Internal Revenue Service (IRS), Census Department, and Department of Labor
Led the Public Sector New Hire On-boarding/Mentoring project and oversaw the project that reviewed and redesigned the onboarding process for new team members
Participate in the Public Sector field readiness team, which reviews training requirements for the various roles in the organization and develops a road map for each
Serve on the advisory council representing the TAM role working with Premier management to develop and implement programs and policies that would benefit the TAM role
Served as Public Sector lead for the Employee Action Team, which gives employees a mechanism for feedback to senior management.
Established strong relationships with key customers, resulting in increased customer loyalty
Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
Conducted training and mentored team members to promote productivity and commitment to friendly service
Monitored customer progress and addressed customer inquiries with timely and accurate updates
Conducted periodic user training sessions to support customer understanding and product feature utilization
Utilized customer feedback to inform changes and improvements to customer success plans
Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues
Created customer support strategies to increase customer retention
Collaborated with sales and product teams to address customer success objectives
Created and maintained comprehensive customer success documentation for internal and external use
Generated reports and communicated results to stakeholders to provide insights into customer success
Monitored metrics and developed actionable insights to improve efficiency and performance
Analyzed customer data to identify trends and develop strategies to improve customer success metrics
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
Established team priorities, maintained schedules and monitored performance
Evaluated employee performance and conveyed constructive feedback to improve skills
Assisted in organizing and overseeing assignments to drive operational excellence
Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
Defined clear targets and objectives and communicated to other team members
Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
Established performance goals for employees and provided feedback on methods for reaching those milestones
Successfully managed budgets and allocated resources to maximize productivity and profitability
Set aggressive targets for employees to drive company success and strengthen motivation
Streamlined and monitored quality programs to alleviate overdue compliance activities

Senior Associate/Project Manager

Abacus Technologies

10.1996 - 09.2000

As a Senior Associate/Project Manager, responsible for managing projects in the Information Security and Network Management areas
Managed several projects (Dollar value $15,000,000) to review the security components of major application and network support systems
Oversaw the technical design, implementation, and operational management of network systems
Planned, designed, and supervised the implementation of fifteen local area networks
Managed a staff of eighteen engineers and technical analysts, mostly Abacus staff but with some subcontractor staff
Other Projects/Responsibilities Worked with the sales organization to develop and implement marketing strategies
Worked with the proposal teams to assist in writing responses to RFPs and information requests
For the General Services Administration (GSA) Public Buildings Service (PBS), designed implemented, and managed network architecture to support a national distributed database
For the Department of Veteran Affairs, led a technical team to diagnose, recommend, and implement solutions to several infrastructure-related problems
For the U.S
Air Force Air Mobility Command, as a Senior Network Systems Engineer, helped develop a long-term network strategy.
Developed and maintained project documentation for reliable records
Delivered high level of service to clients to both maintain and extend relationship for future business opportunities
Generated weekly and monthly status reports for helpful progress tracking
Partnered with project team members to identify and quickly address problems
Supported senior managers and department leaders by completing projects and problem resolution under tight budgets and schedule demands
Documented project progress to fulfill project requirements and establish traceability
Updated customers and senior leaders on progress and roadblocks
Planned, monitored and analyzed project costs to meet financial goals
Identified and resolved risks to minimize project disruption
Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets
Devised and implemented attainable schedules, timelines and milestones for on-track projects
Led team meetings to assess project progress and plan appropriately to meet delivery targets
Mentored and guided staff to enhance performance and exceed customer expectations
Monitored and tracked project metrics and collected data to share with project members
Monitored project progress, identified risks and took corrective action as needed
Maintained open communication by presenting regular updates on project status to customers
Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts
Tracked project and team member performance closely to quickly intervene in mistakes or delays
Reported regularly to managers on project budget, progress and technical problems
Developed and implemented project plans and budgets to ensure successful execution
Analyzed project performance data to identify areas of improvement
Verified quality of deliverables and conformance to specifications before submitting to clients
Recruited and oversaw personnel to achieve performance and quality targets
Facilitated workshops to collect project requirements and user feedback

Summary

Overview

Work History

Sr Service Delivery Manager

Sr Customer Success Account Manager

Senior Associate/Project Manager

Education

Computer Programming -

Systems Analysis & Systems Design -

Training and Management Strategies -

Basic Business Accounting -

Skills

Websites

Certification

Awards

Timeline

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