Jonathan Washburn

    Contact:      jonathanwashburn 'at' outlook.com

 


Senior Manager with the proven ability to quickly analyze business drivers and to develop strategies to grow the bottom line and increase productivity


Area's of Expertise

    Leading Change

    P&L Responsibility

    Service Level Management

    Negotiation

    Resource Planning

    Contract Management

    Forming Strategic Alliances

    Employee Relations

    Crisis Management

    Delivering Enterprise Solutions

    Methodology Implementation

    Business Leadership

    Risk Management

    Build High Performing Teams

    Executed to Plans


Executive Highlights and Summary

 

Built a solid track record of success by assessing standard operating methods, managing human capital, leading change and implementing process improvements which improved quality, profits, customer satisfaction and corporate effectiveness

    Improved Staff Utilization Increased staff productivity by implementing and leading a Software Engineering Process Group reduced staff from 148 to 108 over a four year period while increasing output

    Increased Revenue Growth Turned around an underperforming contract to become one of the companies most profitable engagements Gross Margin change from <0 to 40%

    Implemented Methodology Based Processes Fluent in CMMi (Capability Maturity Model Integration), ITIL (Information Technology Infrastructure Library), PM (Productivity Management) and AMM (Application Maintenance Methodology)

    Streamlined Service Desk Increasing Customer Satisfaction - Increased average number of calls closed upon first contact from 81% to 91%, increased percent of answered calls from 82.5% to 96%, and decreased average speed of answer from 1:16 to 0:14, based on ~80,000 calls annually

    Confidence in Project Delivery Increased - Increased average of all projects delivered on time to 95%, Increased average of projects completed within 10% of budget to 93%

    Application Support Improvement - Improved resolution of Production problems resolved in less than 2 hours from 45% to 99%


Professional Experience        Education