John Krischer Cupertino, California 95014 john@johnkrischer.com (408)250-8469 LinkedIn https://www.linkedin.com/in/johnkrischer/ Director of Information Technology & Operations 20+ years’ success leading customer support services, information technology initiatives, and customer-facing teams Repeated success guiding global business strategy with established and emerging technologies to achieve maximum operational impacts with minimum resource expenditures. Exceptional talent for launching programs related to Executive and End User support, training, customer service, management development, vendor management/procurement, and project management. Expert presenter, negotiator, and businessperson; able to forge solid relationships with strategic partners and build consensus across multiple organizational levels. Proficient in English and Dutch with limited knowledge of Spanish, German, and French. MBA in International Business and Masters of Science in Information Technology. Highlights of Expertise • Strategic & Tactical Business Planning • Mergers and Acquisitions Program Management • Executive and End-User Services champion • Event/Trade Show Support domestically/internationally • Vendor & Supplier Relationship Management • Full Life Cycle Project Management • Employee Hiring, Training, Mentoring, & Development • Leader of Business-driven Technology Organizations • Comprehensive New Hire processes development • Continuous Process Improvement • Management & Development Programs • Service Support/Helpdesk/TechBar programs • Technical Troubleshooting & Issue Resolution • Create and Guide Global Support programs Career Experience Oracle, Redwood Shores, CA IT PROGRAM MANAGER, Mergers and Acquisitions (2018 to present) Asked by former Director to revive a program which had lost key personnel that supported Brand Marketing at Oracle Headquarters. Later asked to help revamp Mergers and Acquisitions program. • With the merging of two internal IT groups at Oracle, was asked to develop a program which ensured that the end-user customer experience for all employees of acquired firms was exemplary, which entailed that all aspects were especially the customer experience were accounted for. These included pre-LEC and post-LEC support, communications, discovery, assessment, consolidation, and migration into Oracle. Onsite presenter and IT Program activities on Welcome Day. • Asked to develop Shelter in Place M&A contingency program due to Covid19 ensuring that acquisitions were handled entirely remotely and online while still providing for a customer focused, positive experience. • Program Lead for Oracle Open World 2018-2020 IT PROGRAM MANAGER, BRAND MARKETING (2018 to 2019) Partnered with Brand Marketing team to define and deliver customized solutions for all technical needs/issues; prioritized support tickets, support queues, and strategic initiatives in this Apple OSX/Adobe Creative Cloud environment • Discovery of process, procedures, and expectations set up initially to support high visibility group. • Asked to consistently maintain software/hardware downtime to minimum levels to ensure company digital needs were addressed in as fastidious a manner as possible. • Revamp of current processes, procedures, and expectation as seem fit in order to support high visibility group. • Show graphic content support team lead for Open World keynotes and presentations ITegra Properties, Cupertino, California (2010 to 2017) Assisted in the operation of family real estate brokerage with broker wife leading to the sale of the portfolio of homes and multifamily rental properties. Subsequently sold the firm and travelled extensively. General Electric, Digital, San Ramon, California DIRECTOR, DIGITAL OPERATIONS (2016 to 2017) Led IT team of 30+ Technical local and remote Support Engineers and Executive Support staff, overseeing US Digital headquarters and international offices encompassing over 100,000 end-users. Revision of Tech Lounges/Help Desk to emphasize customer service. Partnered with Digital Operations team to define and deliver customized solutions for all technical needs/issues; prioritized support tickets, development queues, and strategic initiatives. Led by example, ensuring compliance with company policies, procedures, and industry best practices. • Ensured immediate as possible resolution of C-Level executive issues and questions by myself or staff. • Onsite resource and executive support lead for All Hands meetings, Board meetings and individual Exec issues. • Managed ServiceNow and Tech Lounge support queues, averaging 1,000 tickets/requests per day with an average resolution time of 2 hours; ensured the highest level and quality of service for all end-users. • Prioritized tickets for the general user population and strove to make improvements to that as needed. Weekly Salesforce review and strategic improvement discussions. • Managed Mergers and Acquisitions to ensure integration into GE Digital of Wurldtech, a cyber security firm in Vancouver, Canada. Continued to lead, mentor and ensure assimilation into General Electric company. Answers, Mountain View, California SENIOR MANAGER, TECHNICAL OPERATIONS (2015 to 2016) Led global IT team of 18 local and remote employees ensuring efficient, effective deployment and maintenance of company-wide systems, hardware, software, and other cloud-based applications. Created a ‘follow the sun help desk’ model to ensure coverage worldwide. Unified IT technical operations and services management across global and domestic offices; served as the “face” of IT, ensuring delivery of exceptional end-user customer experience and overall project/initiative accountability. Reviewed, approved, and managed statements of work (SOWs); provided project management expertise for assigned projects and teams. • Managed the merger of four separate companies into one, cohesive, unified entity. • Ensured that merged firm users received training, hardware/software to rapidly become productive once integrated. • Team set up and supported all Executives, company meetings, All Hands, press events. • Frequently traveled (25% of the time) to offices in New York City, London, Beijing, Vancouver, Ann Arbor, and St. Louis. Oracle, Redwood Shores, California Managed large-scale technology projects, West Coast support teams, and led global initiatives spanning all operations. MANAGER, INFORMATION TECHNOLOGY & IT CLIENT SERVICES (2010 to 2015) Directly oversaw IT service support for Silicon Valley location(s); executed key IT initiatives for global desktop support, VoIP, and large-scale webcast events. Consistently achieved internal customer satisfaction ratings of 95-99%. Single point of contact for all vendor relationships and Contract employees nationwide. MANAGER, FIELD SERVICES & DESKTOP SUPPORT (2007 to 2010) Liaison between IT infrastructure, business application, and field services teams; managed support ticketing system and client relationship management system, ensuring timely and accurate resolution of open issues/items. Trained, developed, and mentored approximately 30 field service representatives. SENIOR INFRASTRUCTURE SYSTEMS ANALYST (2006 to 2007) Spearheaded redesign and deployment of new, customer-centric, proactive desktop support model in compliance with ITIL standards. Additional Experience Manager, Information Technology | Siebel Systems, San Mateo, California 2003-2006 • All aspects of Information Technology management, trade show, executive briefing center, and mergers & acquisitions, Executive Support. Manager, Global Technology Services | Siebel Systems, San Mateo, California 1999-2003 • Executive Briefing Center Technical Manager, domestic and international trade show, and executive support. Application Support Engineer | Hewlett-Packard, Santa Clara, California 1999 Senior Technical Recruiter | Elan International, San Francisco, California 1996-1999 Second Maitre’D (At Sea) | Holland America Cruise Line 1990-1994 Education & Credentials MASTERS IN MANAGEMENT INFORMATION TECHNOLOGY | Golden Gate University MASTER OF BUSINESS ADMINISTRATION (MBA) IN INTERNATIONAL BUSINESS | St. Mary’s College BACHELOR OF ARTS IN BUSINESS ECONOMICS | University of California – Santa Barbara (UCSB) Technical Proficiencies: End Users support, Executive Support, Global Programs, Windows, Mac OSX, Linux, Active Directory, Microsoft Office, Google Apps for Work/Better Cloud/Backupify, VMware View, Jabber, Slack, ITIL, ESET, Casper, System Center, Cisco UCS, Polycom Video Conference, Shore Tel Phone System, Mobile Devices, Microsoft Office Suite