Project Manager at American Cancer Society, Artist, Entreprenuer
Austin, Texas Area
- Current
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- Operations Project Manager at American Cancer Society
- Chief Executive Officer at Hassle Free Host .net
- Past
- Education
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- Louisiana State University in Shreveport
- Recommended
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13 people have recommended Jonathan - Connections
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417
connections
- Industry
- Non-Profit Organization Management
- Websites
Jonathan England’s Summary
Project / Program Manager with demonstrated success managing projects with strong emphasis on technology and process-engineering / Continuous Improvement in a Fortune 50 technical organization. Proven abilities leading cross-functional, multicultural project-teams to achieve metrical performance goals, deploy technologies, and increase company efficiency. Team-player acknowledged for building synergies and delivering results through strong interpersonal relationships.
• Six-Sigma / LEAN- Green-Belt Certified & Black-Belt Trained; Area-Champion & Mentor
• International Expertise- Traveled internationally to drive business-critical initiatives
• I/T, Operations, & App Mgmt- PM, PdM, & App Support capacities on globally deployed products
• Program-Management Experience- PMI Member; Cross-functional Global projects
• Business-Controls- QMS, ISO 9001, SOX, Security/Access, CSA expertise
• Extensive technical knowledge- Served as L1, L2, & L3 technician within the Services industry
Jonathan England’s Specialties:
International Contact Centers, IT, Operations, Audit, Security, IT Liaison, Six-Sigma, Lean, Visual Arts, Fine Arts, Entrepreneurship, Business Consulting
Jonathan England’s Experience
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Operations Project Manager
American Cancer Society
(Non-Profit; Non-Profit Organization Management industry)
February 2008 — Present (1 year 6 months)
Analyze, design, and manage implementation of National Cancer Information Center (NCIC) contact center initiatives, with a focus on continuous process improvement, improved productivity, and quality. Establish and maintain departmental budget. Deploy core contact center technology.
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Chief Executive Officer
Hassle Free Host .net
(Internet industry)
January 2008 — Present (1 year 7 months)
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Process Manager
Dell
(Public Company; 10,001 or more employees; DELL; Computer Hardware industry)
August 2006 — October 2007 (1 year 3 months)
Member of ELS-XLS Site Leadership team based at Dell Round-Rock, TX HQ
Managed Site Project Roadmap, including:
• Tool roll-outs & effectiveness – Resolved 2 critical site-wide IT issues (reducing ~5-10% downtime); deployed 7 tools including Site-wide web site on new Sharepoint frameworks
• Internal / externally based projects – notably: “Resolve-in-One” (best-of-breed); revenue-generating initiative – “Total Solutions”, empowered agents to upsell
• Engineered superior processes which have enabled Site to consistently deliver best-of-breed customer-experience across Consumer technical-support – increased overall customer satisfaction by 5% since Q2
• Owned ELS-XLS Business Controls – discovered 2 high-risk gaps, avoiding potential ligitation; mediated through management action plans. -
Technology / BPI Program Manager
Dell
(Public Company; 10,001 or more employees; DELL; Computer Hardware industry)
January 2005 — August 2006 (1 year 8 months)
Responsible for tool roll-outs & effectiveness, defining requirements, Roadmap planning, Vision-scopes, CBA’s, UAT, escalations/support, root-cause analysis, etc. Managed highly successful “DellConnect” initiative – increased efficiencies / sustainability. Business-Controls: BCR, CSA testing (overall / Site level), QMS, SOX/Internal Audits.
• Drove Kaizen Event in Dell Canada to increase adoption
• Exceeded FY06 BPI Stretch-Goal – Total Savings: $26.5M as BPI (Six-Sigma) Area-Champion: Drove Roadmap & cross-functional project-team for Dell. International Services (Consumer Tech-Support, Paid-Support, & Customer-Care) -
Technical Business Analyst
Dell
(Public Company; 10,001 or more employees; DELL; Computer Hardware industry)
October 2002 — January 2005 (2 years 4 months)
Drove outsourcer site performance, according to metrical performance, by way of data analysis. Managed Disaster-Recovery/BCRP (e.g. create processes and contingency plans) for Major Accts
• Implemented Global “SWAT” projects to drive Site-standardization and agent-effectiveness
• FY Roadmap-Planning: Utilized PM skills & contacts to drive process-improvement and Charter I/T projects/CBA for DIS Outsourcing, as Business-advocate to I/T
• Established and ensured 100% uptime (on-call 24/7) for 10,000+ users for multiple applications across 20+ International Sites - Outsourcing Event Management -
I/T Infrastructure Support
Dell
(Public Company; 10,001 or more employees; DELL; Computer Hardware industry)
October 2002 — December 2003 (1 year 3 months)
Worked with all departments within Dell Corporate I/T to support the Dell Infrastructure
• Held this position as "second job" in addition to Technical Analyst position - worked both jobs from 2002-2003 simultaneously, working many hours over an above normal work-week
• Resolved critical infrastructure outages, provided support, and root-cause analysis for client, server issues and event-management. -
Tech Support Rep - Major Accounts
Dell
(Public Company; 10,001 or more employees; DELL; Computer Hardware industry)
July 2001 — October 2002 (1 year 4 months)
L2 / Mentor – Resolved escalated customer issues. Supervised all four phases of MSF for technical support
tool.
• Led project facilitating communication regarding “Callback Metrics” significanlty improve quality of call-log submissions / Phone agent metrics.
• Scripted and organized macros to streamline repetitive tasks, address common issues, and quickly access web sites and tools. -
RA Business Analyst
Dell
(Public Company; 10,001 or more employees; Computer Hardware industry)
July 2000 — July 2001 (1 year 1 month)
• Streamlined work processes for all Resolution Assistant technicians and managers.
• Created and delivered internal and external messaging regarding updates, issues and changes in Resolution Assistant.
• Solicited feedback from technicians and coordinated with management in order to implement change requests in future software revisions of applications for End-User Engagement.
• Trained support technicians and drove tool awareness for Resolution Assistant.
• Interviewed potential candidates for employment. -
AI Project Manager
Dell
(Public Company; 10,001 or more employees; DELL; Computer Hardware industry)
November 1999 — July 2000 (9 months)
PdM & Support Tools Analyst – All business and product segments:
o Reviewed all web-based support tools for accuracy, ease of use and effectiveness.
o Scoping – Routinely consulted with end users of support tools for suggestions on new tools and improvements needed.
o Scheduled maintenance, launches, and upgrades of servers and system applications.
o Persuaded Support Technicians to use tools by demonstrating the tools effectiveness in a real-world environment.
- Departmental Policies - All business and product segments:
o Streamlined submissions process for support documents, reducing submission time / cost.
o Led regular Core-Team meetings of diverse scope and developed web site standards. -
Tech Support Rep - Home & Small Business
Dell
(Public Company; 10,001 or more employees; DELL; Computer Hardware industry)
October 1998 — November 1999 (1 year 2 months)
Team-Building Event Coordinator. Back-up L2/Mentor – Responsible for handling customer-escalations.
• Revised call-center metrics to more accurately evaluate employee performance.
• Cross-trained: Support Dell portables and desktop customers.
Jonathan England’s Education
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Louisiana State University in Shreveport
1997 — 1997
Additional Information
Jonathan England’s Websites:
Jonathan England’s Interests:
Business: Six-Sigma, Lean methodology, Operations, IT/Technology, Entrepreneurship Personal: Family, fine arts (all mediums), music (brazilian, downtempo, lounge, independent, etc), movies, theology, philosophy, economics, history, personal finance/investing, inventions, new media/technologies, martial arts, bonsai, gardening, fencing, tennis, travel GIS enthusiast: Manage the Official Austin 3D Warehouse Collection for Google since Jul 2007
Jonathan England’s Groups:
- Austin PMI
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Blue: The DallasBlue Business Network (25,000+ members) -
Dell Alumni -
On Startups - The Community For Entrepreneurs -
Austin High-Tech -
American Cancer Society Supporter -
Lean Six Sigma -
D e l l :: A l u m n i -
Six Sigma for Business -
TopLinked.com (Open Networkers) -
Geek Austin -
Contact Center Professional -
Startup Specialists -
Hosting Industry -
Friends of Texas -
Advanced Innovation Methods (AIM) -
Texas Green Network -
Green Technology Alliance -
Christian Networking Group (Online Community) -
Web Hosting Talk -
TEXAS IT Professionals -
BTL Sales Promotion
Jonathan England’s Honors:
- Six-Sigma Green-Belt
- Numerous Dell Internal Awards & OJT (Silver Star, Excellence in Action, Mgr's excellence, etc.)
- Numerous in Visual Arts - Local to National (e.g. art displayed in White House)
Jonathan England’s Contact Settings
Interested In:
- career opportunities
- consulting offers
- new ventures
- job inquiries
- expertise requests
- business deals
- reference requests
- getting back in touch
