John Williams

About John Williams

CAREER SUMMARY Experienced in leading services organizations, call centers and service desk operations, project management teams, call center consulting operations, ITSM implementation project management (ServiceNow / Remedy) teams, software deployment / integration (SDLC / Agile / Waterfall ) and transition PM. PMP Certified with PMI from 2011 through 2014, ITIL V3 Certified, License to Deploy Certified. Twenty years of project / program management experience in deployment, transition, transformation, customer service and leadership focused positions. Broad background in employee relations, customer service, staffing, training, marketing, engineering, information technology, production and project management. Experienced leader of large, cross-functional Call Centers / Help Desks / Dealer Support network environments. Known for quickly developing creative solutions to complex technical problems and for building, guiding and motivating teams that produce results and enhance profits. Created interdepartmental teams that resolve difficulties between divergent work groups on issues involving customer satisfaction and quality. Excellent facilitation, presentation, negotiation, and conflict resolution skills with both internal and external customers through all levels of management including c-suite and business partners. A strategic leader for internal resources as well as client contacts to successfully negotiate, close and implement new business through development of a ‘trusted advisor’ reputation.

Experience

1. Senior Infrastructure Program Manager

   Northern Trust

   Jan 2022 — Present

Education

• Project Management Institute

  Project Management Professional (PMP)

  2011 — 2011

• Elmhurst University

  Bachelor of Business Administration (BBA), Business Administration and Management, Minors in Economics, History, and Theology

• Nuclear Operations Training Program, Excelon Nuclear

  Certified Nuclear Equipment Operator, Nuclear Engineering

  1986 — 1988

Skills

• Customer Relationship Management (Crm)
• Service Delivery
• Business Analysis
• Global Delivery
• Strategy
• Consulting
• IT Management
• Process Improvement
• Resource Management
• Certified Project Manager
• Integration
• Project Portfolio Management
• Program Management
• Enterprise Architecture
• IT Operations
• IT Strategy
• Software Project Management
• Itil
• Telecommunications
• Outsourcing
• Business Process Improvement
• Management
• Pmi
• Pmo
• Pmp
• Leadership
• Project Management
• Vendor Management
• IT Outsourcing
• Itil V3 Foundations Certified
• Requirements Analysis
• Project Delivery
• IT Service Management
• Change Management
• Information Technology
• Sdlc