Jacob Prime

About Jacob Prime

I’m an IT leader with over 15 years of experience transforming infrastructure, operations, and service delivery into real business assets. I help companies align IT with strategy, improve user experience, and strengthen trust between technology and leadership. I launched a VIP support model that lifted satisfaction scores across the organization and became the standard for how IT serves executives.I’ve led enterprise teams through digital transformation, automation initiatives, and major vendor transitions. I’ve rebuilt ticketing workflows that cut response times by more than half. I’ve negotiated vendor contracts that delivered six-figure savings while improving reliability. I\'ve turned a fractured support structure into a cohesive service model that boosted satisfaction by 80% and built stronger relationships between IT and the business. What ties it all together is a mix of communication, accountability, and the ability to make technical change stick.I’m energized by work that blends strategy, people, and problem-solving. I love helping organizations evolve from reactive IT to intentional, data-informed operations where teams thrive and technology actually serves the mission. Outside of work, you’ll usually find me teaching at my martial arts academy, where I get to apply the same principles of discipline, clarity, and continuous improvement that drive my leadership style.Achievements:• Drove six-figure annual savings through strategic telecom and vendor optimization.• Standardized imaging processes that reduced deployment time from nine days to forty-eight hours.• Implemented knowledge management frameworks that improved efficiency and first-contact resolution.• Streamlined onboarding and offboarding workflows to enhance security and asset accountability.• Elevated customer satisfaction scores by over eighty percent through service delivery transformation.• Mentored and developed team members into certified, promotion-ready professionals.

Experience

1. Information Technology Client Services Manager

   F&G

   May 2023 — Present

   Led enterprise IT operations, service delivery, and end-user experience for a national financial services organization, supporting thousands of users across corporate and remote sites. Owned the roadmap for technology, hardware lifecycle, and workforce support strategy while managing vendor relationships, budgets, and operational performance.• Directed multimillion-dollar annual IT budgets, balancing CapEx and OpEx to fund modernization efforts, lifecycle refreshes, and automation initiatives that improved service efficiency and cost predictability.• Designed and launched a VIP executive support model that redefined how IT served leadership, lifting satisfaction scores and setting a company-wide standard for white-glove service.• Streamlined laptop lifecycle management by introducing standardized imaging and vendor-assisted deployment, reducing turnaround from nine days to forty-eight hours and minimizing downtime.• Led vendor negotiations across MSP, hardware, and SaaS portfolios, securing improved SLAs and accountability frameworks while driving over $122K in annual cost savings.• Partnered with Legal, Compliance, and Information Security to strengthen data protection, enhance audit readiness, and enforce governance standards without slowing operations.• Implemented new ticketing and intake workflows that cut resolution times by more than 50 percent and improved user satisfaction.• Created transparent KPI and SLA dashboards that turned performance data into actionable insights for leadership, improving alignment between IT and business outcomes.• Developed IT roadmap focused on scalability, automation, and workforce enablement, establishing clear priorities for infrastructure upgrades and support maturity.• Mentored and coached team members into higher-performing communicators and future leaders, promoting a culture of ownership, clarity, and service excellence.

Education

• Vatterott College

  Associate's degree, Computer Science

  1999 — 2001