Jim Stone

Security+ and Network+ certified professional with extensive experience leading cross-functional teams, supporting software / hardware systems, managing network servers, and maintaining operating systems. Skilled at translating business requirements into functional specifications to guide solution development. Adept at providing technical support to internal teams for operations and maintenance of process control systems.

Expert in ensuring maximum availability and performance by conducting in-depth troubleshooting to permanently resolve a range of technical issues. Excel at collaborating with system / network administrators and associates to ensure secure design, development, and implementation of applications and networks. Instrumental in delivering exceptional customer service and establishing robust relationships with vendors and company personnel.

Equipped with exceptional interpersonal, communication, and problem-solving skills.

IT Service Delivery Supervisor - Dartmouth Hitchcock Medical Center

(2022 - 2026)

I manage and supervise a staff of 12 to 15 Desktop Technicians and PC Procurement Technicians. I am a technical support professional who is responsible for providing information, restoring service, providing specific services and escalating tickets and/or hardware & software deployments, moves, additions and changes. I Develop and document applicable processes and am responsible for data management, reporting, and training of others on best practices and processes.

I provide or assist with project management for assigned special projects, and I work independently and as part of a team.

• Hardware supervisor for $150 million dollar hospital expansion. Completed a week ahead of schedule and within budget
• Supervised and scheduled new printer rollout for the entire facility of over 500 printers, saving the company $2 million dollars for the life of the contract.
• Supervised the hardware decommissioning and moved from old areas of the hospital to the new expansion.

Technical Sales Support / IT Manager / Project Manager - Endurid - Hampton, NH

(2020 - 2022)

• Manage and lead all operational aspects of technical sales support, while acting as project manager to facilitate clients with installations of software, hardware, and networks.
• Oversee and deliver IT and technical support across the company to ensure streamlined operations.
• Demonstrate interpersonal skills to provide exceptional services to customers for gaining maximum satisfaction.
• Establish and maintain strong working relationships with current and new accounts to enhance organizational growth.

Sr. Information Technology Manager - Capital Investigating - Manchester, NH

(2019 - 2020)

• The company saved over 37% ($12,400.00) in costs creating and updating data migration and Azure hosting solutions.
• Led and implemented a SOC2 Type 2 certification.
• Created and developed over 30 IT policies and procedures.
• Recognize and evaluate eDiscovery capabilities of new and emerging technology and make recommendations to management on potential and optimal approaches.
• Developed and implemented a plan to defensibly dispose of data.
• Developed strong working partnerships with key stakeholders in development and implementation of the strategies.
• Identified and implemented improvements in preserving and collecting data, including process improvements, new tools, equipment, etc.

Sr. Customer Care Agent - UnitedHealth Group - Hooksett, NH

(2018 - 2019)

• Ensured Quality customer service for Internal and External Customers.
• Identified and assessed customers’ needs quickly and accurately – Provided One-Call Resolution.
• Assisted customers with Benefits, Claims, and Billing questions / education.
• Mentored new hires in their transition from the training environment to the call center.
• Called back members who had expressed dissatisfaction with the service provided and worked with them to improve their experience and help resolve any issues
• Provided issue resolution tips and weekly touch-base emails with the team to help improve quality and handle time goals/stats

Technology Specialist / Project Intake Coordinator - Global Technical Talent Inc. - Portsmouth, NH

(2016 - 2018)

• Ensured successful implementation of projects; Reduced project lags by supporting internal teams & client activities on strategic data analysis; Assisted program managers with defining scope, milestones, and timelines for multiple releases.
• Collaborated with senior leadership to define/implement/enforce project governance & management processes for enterprise-wide projects; Proactively promoted use of Project Schedules and reports to management & field teams.
• Accurately tracked & reported data for efficient management of projects and timely evaluation of weekly reports.
• Ensured assignments performed in accordance with project objectives & best practice policies.
• Implemented & monitored scopes of work and prepared Work Breakdown Structure (WBS) for control and integrity.

Consultant / Analyst / Owner - J. Stone Consulting - Pittsfield, NH

(2015 - 2016)

• Worked closely with clients to analyze IT system requirements, client’s information technology needs & resources to plan IT projects and fulfill client expectations (annual operations up to $1.3M and projects up to $500K).
• Skillfully performed all logistical functions: materials management, inventory control & product procurement, with direct authority for capital expenditures, vendor selection, and pricing negotiations.
• Expertly written IT policy and procedures to include project development and management from scratch.

Sr. Business Analyst - Associated Grocers of New England - Pembroke, NH

(2014 - 2015)

• Created in-depth company-wide organizational chart with departmental cross matrices, flow & process charts, project plan templates, initiated network mapping and discovery, and designed portals in Information Builders Web Focus
• Identified deficiencies in business systems & composed engaging, informative and well-organized presentations to highlight risks and issues of potential hindrance to project delivery

IT Operations Manager / IT Project Manager - F.I.R.S.T (For Inspiration & Recognition of Science & Technology) - Manchester, NH

(2008 - 2014)

• Served as Department Head directly supervising IT staff; Proactively ensured understanding of how to use IT systems.
• Responsibly managed all logistical & financial/budgetary management functions (annual operations $1.3M with projects up to $300K); Trained and mentored staff with application of exceptional leadership skills & established goal setting.
• Developed and supervised execution of project schedules & test plans for system upgrades & new systems implementation.
• Facilitated development of IT work estimates; Created project plans utilizing MS Project; Crafted IT policies & procedures.
• Set up/configured Universal Power Supply (UPS) shutdown & utilization policy.
• Implemented remote out of state failover/redundant work center.
• Secured $1.4M donation from Microsoft Corporation allowing for installation & upgrade of email system at 50+% savings.
• Oversaw and managed creation of new registration system & coordinated hosting.
• Microsoft Visual Source Safe installed for version control and change management of programming.

Team Lead - L-3 Communications / Titan - Kennesaw, GA

(2003 - 2007)

Supervised a team of 23

IT Manager III - State of New Hampshire Department of Safety - Concord NH

(2001 - 2003)

Supervised Helpdesk and staff of 10

Network Engineer - U.S. Government DOD and FAA - Various locations in MA and NH

(1991 - 2001)