Justin Burns
San Diego,CA
Summary
Servant-leader with 24 years of global customer service, operational improvement and delivery management experience. Demonstrated diverse capabilities in project management, solution roadmaps, and cross-departmental collaboration. 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. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
26
26
years of professional experience
Work History
VP of Information Technology and Facilities
Cabrillo Credit Union
San Diego, CA
2023.02 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
Vice President Operations
ReverseVision
07.2020 - 12.2022
- Brought in to address operational shortfalls in overall execution, accountability, culture, quality, marketplace credibility, costs, and deliverables
- Scaled SaaS customer success organization and ensured high availability of software product platform to users
- Revitalized flagging customer service and technical support teams with team building, tailored coaching, and process improvement to increase organizational effectiveness and retain top-tier talent with an >90% retention record
- Designed customer success methods that enabled sales partners to exceed sales targets for 7 consecutive years with Customer Effort Score (CES 2.0) benchmarking, adherence to aggressive KPI targets, and cross-functional team leadership
- Maximized people investment with collaborative troubleshooting techniques, project management rigor, continuous training, solution ideation, and cross-departmental partnership, resulting in resolution time reductions averaging over 65%
- Built and refined efficiencies through the introduction and oversight of Customer Relationship Management (CRM) solutions, backlog grooming via Scrum framework, data-driven goals, and transparent change management directives
- Led service excellence, quality, training, and recruiting with team for technical support, document services, API development, and IT administration
- Initiated structured SOWs and top-down approval controls (change management)
- Established and communicated policies to promote company culture and vision and build consensus
- Maintained system security and privacy data consistent with regulations and best practices
- Coordinated product releases and updates with development team
- Planned and executed capacity growth to match changes in installation base and business
- Set comprehensive goals for performance and growth and calibrated strategies as conditions changed
- Streamlined operations to save the organization >$25,000 via new products and processes
- Championed processes and guided activities for infrastructure, help desk, and networking (global WAN).
- Strategically coordinated operations according to objectives and capabilities, effectively allocating resources to meet demands
- Supported Executive Team in reviewing, identifying and prioritizing strategic initiatives.
IT Service Delivery Manager
San Diego County Credit Union
05.2019 - 06.2020
- Oversaw all areas of Service Delivery, Project Management, Escalation Support, Provisioning, and Access Control for the organization with 15 technicians
- Built and maintained a cohesive team culture with a high level of team loyalty, focused on core business goals, objectives, and key performance indicators (KPIs)
- Led staffing and financial aspects of service delivery, operational management, and project management in Azure for highly regulated financial institution carrying $8.8 billion in assets
- Tested and deployed Windows 10, Windows Server 2019, and M365 through project planning and management for strict compliance
- Implemented quality measurement and generated buy-in, with clear delivery metrics, scorecards, and KPIs for projects in Azure and service tickets in ManageEngine
- Established benchmarks and ensured internal and external solution providers committed to and met service levels that met the business needs of the credit union
- Reduced existing logjam of 837 aging cases to daily average of 35 open cases for 1,000+ employees in five months through high-touch, daily follow-up and backlog grooming
- Conquered complexity using collaborative Agile project management model
- Designed and tested Business Continuance/Disaster Recovery measures for cross-functional departments, with annual testing to vet the delivery of services
- Developed operative partnerships with internal customers and vendors, ensuring efficient, cost-effective solutions for front line branch personnel and support staff in operations
- Slashed hold times from 80% answered in 4 hours down to less than two minutes ATA by creating efficient call workflow and skill-based routing
- Designed ITIL Service Desk, Configuration Management, and VDI teams with ITSM priorities
- Developed customer self-help tools and online support with enterprise business team to avoid channel jumping and repeated requests, which impacted customer loyalty significantly.
Director
Alliant International University
07.2017 - 02.2019
- Provided leadership to increase efficiency, improve customer service, and develop staff
- Improved retention using reduced customer effort initiatives and actionable feedback surveys
- Managed programs and teams to develop higher education public policy, perform advocacy, negotiate contracts, research improvements, and develop educational leadership
- Oversaw efficient and effective operations of Admissions, Marketing, and IT, analyzing and solving business and technical challenges
- Improved lead management cycle of prospective students through Five9 IVR overhaul
- Increased efficiencies of call center activities and service levels with data analysis
- Introduced IT change control and project management for Admissions and Marketing
- Created and improved Admissions training, process documentation, dashboards, and reports for Student Information Systems, Salesforce, and DocuSign
- Raised CSAT 26% and reduced daily aging ticket queue by 87% through SLA reporting, efficient assignment, and coaching
- Streamlined Admissions process for prospects via telephone and interactive voice response process, improving efficiency and reliability via Five9 and Salesforce integration
- Increased engagement, reduced lead time for prospects, and streamlined onboarding process through more efficient allocation of IT resources to support clients and partners
- Championed new knowledge management initiative to improve knowledge base, and new hire training to improve customer experience (including next issue resolution) and loyalty.
Director of Technical Support
Mitchell
06.2014 - 04.2017
- Oversaw all areas of Technical Service Center, consisting of 157 agents
- Slashed hold times from 80% answered in 4 hours down to less than two minutes ATA by creating efficient call workflow and skill-based routing
- Created and managed fee-based Premier Support to provide concierge-level support by top technicians to key customers for a nominal percentage of annual spend
- Spearheaded CSAT survey process and rewards, wherein team improved Customer Effort Score (CES) to 92%, Case Resolution (CR) to 94%, and Net Promoter Score (NPS) to 54, through quality review, mentorship, and knowledge management
- Reduced cost per case by 10% over first 12 months through targeted training, “kaizen” mentorship program for subject matter experts, Agile Scrum framework for support, and agent recognition.
- Hired and directed teams to achieve daily and long-term operations and business goals.
- Worked closely with organizational leadership and board of directors to strategically affect operational direction.
- Created annual budget and developed comprehensive plan to accomplish company objectives while staying within budget.
- Tracked KPIs and created continuous improvement plans.
Director of Operations and Support
Pointivity Cloud Solutions
10.2013 - 04.2014
- Technical Services and Operations |, Sourced and developed 16-engineer team for high-availability IaaS delivery to clients in North and South America
- Increased customer loyalty by introducing change management and service metrics to ensure adherence to promised published services levels
- Managed all client relations and projects for complex customer enterprise environments
- Standardized all network, systems, and infrastructure documentation and reports for clients
- Provided leadership direction for projects, deliverables, and daily operations delivering Citrix XenApp/XenDesktop, SQL, SharePoint, AWS, Azure, and Hosted Exchange
- Streamlined deployment, monitoring, and maintenance of data centers, networks, and hardware running Windows, Linux, Nimble SAN, HyperV, Cisco UCS, and NetScaler
- Increased customer touch, built upon ITSM framework focused on continuous improvement, and led team to reduce backlog of service requests/ projects by 82%
- Eliminated unplanned outages by 39%, by instituting clearly communicated maintenance schedules for network and systems equipment, resulting in 99.999% availability.
Senior Manager
Business Technology Services
03.2005 - 10.2013
- Provided strategic direction and leadership to 17-person team supporting 40,000 endpoints (1800 corporate employees and 3200 restaurant sites)
- Carved $180,000 in recurring annual G&A through efficiencies and controlled growth of business technology team to 12% as company staff grew at rate of 40% over eight years
- Managed large project teams across functional departments to deliver solutions on time and within budget limits using Software Development Life Cycle methodology and coaching
- Reduced spend for multimillion dollar hardware and software budgets below target by 7%
- Developed and deployed BYOD strategy for personal devices, tablets, and smartphones
- Researched and integrated new technologies for collaboration and process improvement.
Support Manager
Websense
01.1998 - 01.2005
- Coached employees through day-to-day work and complex problems.
- Monitored employee and customer interactions to assess quality of service.
- Developed and promoted Premier Support offering, turning support department into a revenue generating department.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
Education
MBA - IT Business Management
University of Phoenix
Tempe, AZBachelor of Science - Business Management And Information Technology
University of Phoenix
Tempe, AZSkills
- Operational Efficiency
- Public Speaking
- Customer Education
- Budget Oversight
- Change and Growth Management
- Program Optimization
- Microsoft Office
- Process Improvement
- Operations Oversight
- Strategic Planning
- Business Leadership
- Complex Problem-Solving
- Policy Development and Enforcement
- Industry Best Practices
- Customer Service
- Employee Motivation and Performance
- Operational Analysis
- Annual Planning
- Performance Monitoring and Evaluation
- Critical Thinking
- Motivational Leadership
- Verbal and Written Communication
- Employee Performance Reviews
- OKRs and KPIs
Affiliations
- Association of Information Technology Professionals
- Toastmasters
- Project Management Institute
- Mensa International
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Everyone you will ever meet knows something you don’t.
Bill Nye, the Science Guy
Timeline
VP of Information Technology and Facilities
Cabrillo Credit Union
2023.02 - Current
Vice President Operations
ReverseVision
07.2020 - 12.2022
IT Service Delivery Manager
San Diego County Credit Union
05.2019 - 06.2020
Director
Alliant International University
07.2017 - 02.2019
Director of Technical Support
Mitchell
06.2014 - 04.2017
Director of Operations and Support
Pointivity Cloud Solutions
10.2013 - 04.2014
Senior Manager
Business Technology Services
03.2005 - 10.2013
Support Manager
Websense
01.1998 - 01.2005
MBA - IT Business Management
University of Phoenix
Bachelor of Science - Business Management And Information Technology
University of Phoenix