Summary
Overview
Work History
Education
Skills
Timeline
Work Preference
John Thompson

John Thompson

Sun City,AZ

Summary

Highly skilled and customer-focused technical support professional with over 22 years of experience in providing expert-level assistance to clients and resolving complex technical issues. Proficient in troubleshooting, diagnosing, and solving hardware, software, and network problems. Known for delivering exceptional customer service through clear communication, empathetic interactions, and a commitment to exceeding customer expectations. Adept at managing multiple priorities in fast-paced environments, with a strong focus on customer satisfaction, system efficiency, and collaborative problem-solving. Seeking to leverage a proven track record of technical expertise and customer service excellence in a high-level support role. Lean Six Sigman, California Skills Technical Expertise Problem-Solving Communication Skills Customer Empathy . Time Management & Prioritization History Over twenty-three years of work experience, including extensive knowledge of software suites and applications and an understanding of network systems and the people who manage them. I am a highly organized, multitasking person with a Six Sigma Black Belt certification, and a PMP from PMI. Both nationally recognized achievements. I love a fast-paced environment and take a personal interest in all projects. The ability to manage large-scope projects, a vast set of resources and skills and good rapport among colleagues all bring projects to a successful conclusion.

Overview

25
25
years of professional experience

Work History

Technical Manager

San Diego
01.2019 - 01.2024
  • On IT and Customer Support Mindzipper Creative, Resolved 90% of escalated technical issues within SLAs, improving overall customer satisfaction by 15%
  • Provided expert guidance on system optimization, reducing downtime by 12% across critical business applications
  • Developed and implemented troubleshooting protocols, enhancing first-contact resolution rates by 20%
  • Led cross-functional technical training sessions, increasing team efficiency by 10% and reducing ticket backlog by 25%
  • Assisted in the deployment of new software tools, decreasing incident response times by 18% and improving operational efficiency.

Sr. Technical Manager Senior Network Trainer

EDS/CACI
Ventura
01.2013 - 02.2019
  • Led a team of 15+ network engineers, enhancing team performance by 12% through hands-on leadership and advanced training initiatives
  • Designed and delivered network training programs, improving certification success rates by 18% and reducing onboarding time by 10%
  • Spearheaded the implementation of network optimization strategies, resulting in a 15% increase in network uptime and performance
  • Collaborated with cross-functional teams to troubleshoot and resolve complex network issues, decreasing downtime by 20%
  • Streamlined training documentation and support materials, improving knowledge retention by 15% and reducing support escalations by 10%.

Interim IT Director / Sr Project Manager

MD Anderson Cancer Center
Houston
12.2010 - 11.2013
  • Oversaw IT operations for a team of 30+ professionals, optimizing resource allocation and reducing operational costs by 12%
  • Led cross-functional teams on high-priority projects, delivering 95% of initiatives on time and within budget, improving project completion rates by 15%
  • Implemented strategic IT infrastructure upgrades, increasing system reliability by 18% and reducing downtime by 10%
  • Improved vendor management processes, negotiating contracts that reduced IT procurement costs by 8% while enhancing service levels
  • Streamlined IT project management workflows, improving team efficiency by 20% and decreasing project turnaround time by 10%.

Education

Expert ITIL Certification ITIL, Louisiana -

12.2014

08.2007

PMP -

Project Management Institute
09.2005

Skills

  • IT Systems Support
  • IT department leadership
  • Technical leadership
  • System Design
  • Technical process improvement
  • Project management expertise

Timeline

Technical Manager -
01.2019 - 01.2024
Sr. Technical Manager Senior Network Trainer - EDS/CACI
01.2013 - 02.2019
Interim IT Director / Sr Project Manager - MD Anderson Cancer Center
12.2010 - 11.2013
- Expert ITIL Certification ITIL, Louisiana,
Project Management Institute - PMP,

Work Preference

Work Type

Full Time

Work Location

Remote

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John Thompson