Jack English

About Jack English

Proven Information Technology professional with extensive Operations and Product Management expertise in the Financial Services industry. Utilized extensive background in Quality management to implement Key Performance Indicators and metrics, maximize efficiency, standardize best practices, re-engineer processes and utilize economies of scale to positively impact the bottom line and increase customer satisfaction. Led cross-functional work teams as a Project Manager to implement multiple large Information Technology initiatives through full lifecycle project management methodology on schedule and budget. Managed large operations teams driving operational stability leading to increased organizational productivity. Partnered with Branch Bank Leadership which led to a significant increase in outstanding balances and accounts within the Branch Bank portfolio. Excellent communication skills with proven ability to convey highly complex information in accessible language.

Experience

1. Senior Service Availability Consultant

   CNA Insurance

   Jan 2006 — Present

   Managed the business relationship and Business Partner satisfaction with IT services relative to the Information Technology Managed Services Partners. Proactively anticipated and resolved system issues before they became larger problems for the business, and represented Business Partner needs in service management forums Operational Readiness Reviews, Root Cause Analysis, and Change Advisory Board and negotiated Information Technology performance expectations with Business Leadership. Also provided input into planned new Information Technology services.• Managed the business relationship and Business partner satisfaction with Information Technology services relative to IT vendors, communicated Information Technology initiatives and issues to Business partners including status reports and impact analysis, drove Root Cause Analysis after system-related outages based on ITIL fundamentals and communicated finding to Business partners to ensure increased operational stability leading to a 15% increase in satisfaction levels.

Education

• Loyola University

  B.S.

Skills

• Business Process Improvement
• Program Management
• Disaster Recovery
• Risk Management
• IT Management
• Project Management
• Software Development Life Cycle (Sdlc)
• Business Process
• Strategic Planning
• Access
• Sdlc
• Requirements Analysis
• Enterprise Architecture
• Testing
• Customer Service
• Business Analysis
• IT Strategy
• Business Intelligence
• Process Improvement
• Leadership
• Visio
• Vendor Management
• Requirements Gathering
• Insurance
• Management
• Team Building
• Change Management
• System Deployment
• Itil