Jim Ward, Jr.

Jim Ward, Jr.

Client Service Manager at Avaya

Location
Dallas/Fort Worth Area
Industry
Telecommunications

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Jim Ward, Jr.'s Overview

Current
  • Client Service Manager at Avaya
Past
Education
  • Gulfport High School
Connections

500+ connections

Websites

Jim Ward, Jr.'s Summary

IT SERVICES DIRECTOR / TECHNICAL SERVICES ACCOUNT MANAGEMENT
"Building loyal and successful customers through innovative and profitable IT service management"

IT professional services leader with proven track record delivering profitable IT consulting, implementation services, and technical support services to enterprise customers. Extensive experience developing client relationships and new business in large accounts, and building high-performing teams across multiple global sites. Led teams in both field service and call center environments. Expertise built on leading Microsoft Premier Support teams during their formation and growth, complemented by roles in IT operations, network implementation, and voice telecommunications operations. Led major programs for U.S. military, Federal & state agencies, large public school districts, and large commercial accounts.

Launched a Public Sector practice and built it to achieve $39.5M annual revenue with 125 staff; held full P&L responsibility. Designed new service offerings, launched new organizations, and transformed existing groups.

Recent MBA from UT McCombs. Background includes BSEE degree and 6 years active duty service as a Marine Corps Officer.

Key skills include the following:
* Account Management / Client Relationship Management
* IT Service Management
* Client Success Management
* Technical Support / Consulting Management
* General Management / P&L
* Service Delivery Management / Service Operations
* Start-Up Organizations / Launch Services
* Complex Deal Proposals / Contract Negotiation
* Strategic Planning / Service Offerings
* People Management / Employee Development
* Project Management / Program Management
* Professional Services / Consulting Services / Field Services

Specialties

Enterprise IT, Service Operations, Start-Up Operations, Professional Services Management, Technical Support Management, IT Customer Service, Account Management, Client Success Management, Business Development, Services Sales, Contract Negotiation, Employee Development, P&L, Project Management, Mobile Computing, Microsoft, Cisco, Apple

Industries: Public Sector, Communications Sector, Professional Services, Software, Information Technology, Non-Profit

MBA, ThM, BSEE; PMP, ITIL, MCSE

Jim Ward, Jr.'s Experience

Client Service Manager

Avaya

Privately Held; 10,001+ employees; Telecommunications industry

January 2013Present (1 year 4 months) Dallas/Fort Worth Area

Direct the post-sales technical support and service delivery for Avaya solutions to a global Fortune 500 client in the financial services industry, involving both managed services and customer-managed systems. Key activities include service delivery management, service account management, critical situation management, onboarding, software release management, and IT operations consulting. Focus on customer satisfaction and efficient service delivery.

Manager of Professional Services

Insight

Public Company; 5001-10,000 employees; NSIT; Information Technology and Services industry

March 2012November 2012 (9 months) Dallas/Fort Worth Area

Managed the consulting and professional services business for the North Texas / Oklahoma / Arkansas market. Led a team that delivered technology solutions to enterprise clients. Services solutions included core networking, wireless, unified communications, collaboration, and mobility. Provided IT solutions across multiple vendors, with an emphasis on Cisco, Microsoft, VMware, and Apple. Clients included major public school districts, State of Texas agencies, and large commercial accounts.

Management Consultant

Executives In Action

Nonprofit; 1-10 employees; Nonprofit Organization Management industry

20112012 (1 year) Dallas/Fort Worth Area

Deliver consulting services to non-profit clients in the areas of information technology, service operations, and strategic planning.

Support Practice Manager, Communications Sector

Microsoft Corporation

Public Company; 10,001+ employees; MSFT; Computer Software industry

November 2006September 2010 (3 years 11 months) Dallas/Fort Worth Area

Led a national team that delivered mission-critical technical support, proactive IT operations consulting services, and application development consulting services to enterprise customers in the Communications Sector (telecommunications, hosting, media & entertainment, advertising & publishing).

Developed strategic account plans and complex deal proposals. Planned operational infrastructure to deliver services for new software products.

Achieved annual revenue targets ranging from $4.5 million to $13.5 million.

Director, Premier Support Public Sector

Microsoft Corporation

Public Company; 10,001+ employees; MSFT; Computer Software industry

January 2000September 2003 (3 years 9 months) Washington D.C. Metro Area

Launched and led the U.S. Public Sector Support Practice (federal, state & local government, education), growing the organization to $39.5 million annual revenue with a 125-person staff across multiple sites worldwide. Directed the sales and delivery of mission-critical technical support and IT operations consulting services. Developed service offerings for public sector customers. Held U.S. DoD Top Secret security clearance.

Director, Service Quality & Readiness

Microsoft Corporation

Public Company; 10,001+ employees; MSFT; Computer Software industry

July 1998December 1999 (1 year 6 months) Greater Seattle Area

Established and led a team responsible for employee training and development, service readiness, support policies, and operational processes for North America. Developed standard operational processes from best practices. Created and taught the Premier 101 course for new employees.

Premier Support Manager

Microsoft Corporation

Public Company; 10,001+ employees; MSFT; Computer Software industry

December 1995June 1998 (2 years 7 months) Charlotte, North Carolina Area

Opened the East Region for Microsoft Premier Support. Sprearheaded the regionalization of Premier Support, to align with field sales and geography.

Launced the US Federal Premier Support Team, responsible for selling and delivering mission-critical IT support services to U.S. Federal customers worldwide. Built the team to achieve $4 million annual revenue.

Technical Account Manager

Microsoft Corporation

Public Company; 10,001+ employees; MSFT; Computer Software industry

January 1994December 1995 (2 years) Dallas/Fort Worth Area

Managed customer relationships and delivery of Premier Support services for large accounts. Delivered IT operations consulting services and managed critical situations on-site. Developed plan for maximizing service availability and problem documentation for mission-critical systems for a manufacturing client. Trained customers on kernel debugging and network trace analysis, reducing time to root cause.

IT Management Consultant (MTS)

The MITRE Corporation

Nonprofit; 5001-10,000 employees; Information Technology and Services industry

July 1991December 1993 (2 years 6 months) Houston, Texas Area

Advised NASA executives on IT operations and product evaluation. Projected growth of networks and planned for new routers, switches, and servers for budget planning. Planned and oversaw development of a system for managing multiple IT projects across NASA and contractors. Evaluated messaging products and developed deployment plan.

Marine Corps Officer

United States Marine Corps

Government Agency; 10,001+ employees; Military industry

May 1985June 1991 (6 years 2 months)

Served over 6 years active duty plus 4 years reserve. Achieved grade of Captain. Semper Fi!

Jim Ward, Jr.'s Publications

Jim Ward, Jr.'s Volunteer Experience & Causes

  • Volunteer Experience

    • Planning & Zoning Commissioner

      Town of Flower Mound
      June 2009 September 2011 (2 years 4 months)

      Served on the Planning & Zoning Commission, Capital Improvement Advisory Committe, and SMARTGrowth Commission.

    • Oil & Gas Board of Appeals

      Town of Flower Mound
      October 2007 May 2009 (1 year 8 months)

      Served on the Oil & Gas Board of Appeals and the Zoning Board of Adjustment.

    • Board of Elders

      Crossroads Bible Church
      • Social Services
      January 2007 September 2012 (5 years 9 months)
  • Volunteer Interests

    • Causes I care about:

      • Disaster and Humanitarian Relief
      • Education
      • Poverty Alleviation
    • Organizations I support:

      • Amor Ministries
      • Samaritan's Purse
      • Readers 2 Leaders
      • Wounded Warrior Project
      • Injured Marine Semper Fi Fund
      • Teach for America

Jim Ward, Jr.'s Skills & Expertise

  1. Professional Services Management
  2. Service Operations
  3. Service Delivery
  4. Customer service
  5. IT Service Management
  6. People Management
  7. Account Management
  8. Business Strategy
  9. IT Operations
  10. IT Management
  11. P&L Management
  12. Project Management
  13. Support Services
  14. Start-up Operations
  15. Government
  16. Mobile Technology
  17. Social Media
  18. Professional Services
  19. PMP
  20. P&L
  21. ITIL
  22. Contract Negotiation
  23. Non-profits
  24. Public Sector
  25. Operations Management
  26. Cisco Technologies
  27. Microsoft Technologies
  28. School Districts
  29. Customer Service
  30. Enterprise Software
  31. Management
  32. Program Management
  33. Start-ups
  34. Cloud Computing
  35. Leadership
  36. Team Building
  37. SaaS
  38. Technical Support
  39. Networking
  40. Nonprofits
  41. IT Strategy
  42. Telecommunications
  43. Business Development
  44. Business Process
  45. Management Consulting
  46. Consulting
  47. Managed Services
  48. Competitive Analysis
  49. Business Process Improvement
  50. Analysis

View All (50) Skills View Fewer Skills

Jim Ward, Jr.'s Certifications

  • Project Management Professional (PMP)

    • Project Management Institute (PMI)
    • License 1375727
    • December 2010 to December 2016
  • Foundation Certificate in IT Service Management (ITIL)

    • EXIN
    • License 507513
    • April 2000
  • Microsoft Certified Systems Engineer (MCSE)

    • Microsoft Corporation
    • License 9634
    • September 1998

Jim Ward, Jr.'s Education

The University of Texas at Austin - The Red McCombs School of Business

MBA, Business

20082010

McCombs ENHANCE Project: Led 5-person team that developed competitive marketing analysis for Microsoft custom software development center.

Capstone Project: Strategy for location-based services (LBS) in social media.

Dallas Theological Seminary

Th.M., Theology, Pastoral Leadership, New Testament Greek

20022007

Pastoral Leadership Intern at Crossroads Bible Church
Thesis: "The Interpretation of 'Draw Near' in Hebrews 10:22" (available on TREN)
Completed the 120-credit Master of Theology (ThM) program.

United States Naval Academy

BSEE, Electrical Engineering

19811985

Research Associate at Los Alamos National Laboratory, U.S. Department of Energy

Activities and Societies: Semper Fi Society, OCF

Gulfport High School

19791981

Activities and Societies: Marine Corps JROTC

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