Jerson - Operations & IT Manager with 10+ years in Tech and Education

Expertise in overseeing operational workflows, process improvements, and cross-functional team coordination.

Proficient in managing IT operations, troubleshooting, and implementing system automation strategies.

Skilled in developing team competencies, training staff, and managing scheduling and coverage efficiently.

Capable of diagnosing technical issues, analyzing system performance, and implementing effective solutions.

Directed enterprise-level provider scheduling systems management, automating availability tracking and onboarding workflows., Spearheaded cross-functional initiatives for scheduling infrastructure enhancements and CRM integrations., Leveraged performance analytics to forecast resource needs and drive data-informed decision-making., Architected scalable scheduling workflows, enhancing operational accuracy and reducing manual tasks., Developed training programs, fostering continuous improvement and enabling team career progression.

Oversaw on-site IT engineer dispatch plans, creating pre-defined response scenarios for common malfunctions and service calls., Directed budgeting studies on current and proposed IT spending, determining impactful enhancements and minimizing waste., Enhanced team performance through effective training programs and staff development initiatives., Implemented technical issue analysis to streamline operations and reduce downtime., Fostered a collaborative environment, ensuring seamless execution of complex projects.

Trained new team members on company procedures and safety requirements., Managed schedules, accepted time off requests, and coordinated coverage for shifts., Developed job-specific competencies and performance standards to enhance team effectiveness., Facilitated virtual, in-person, and blended learning sessions to optimize staff development.

Enhanced compliance and safety standards through identification and resolution of unauthorized practices., Fostered efficiency and growth by implementing process improvements., Streamlined operations with innovative methods, significantly reducing turnaround time., Developed strategic processes for long-term business success and increased profitability., Collaborated with cross-functional teams to evaluate and refine software and hardware interfaces.

Promoted products and maximized upsell opportunities through targeted sales strategies., Collaborated with external stakeholders to resolve discrepancies and implement customized solutions., Analyzed customer service metrics, providing actionable feedback to enhance team performance., Managed daily customer interactions across multiple channels, ensuring exceptional satisfaction., Developed and executed training programs to boost staff proficiency and operational efficiency.