John Rowles
Technical Support Specialist

Aligning Strategy, Operations, and Products to Drive Revenue and Customer Growth

High-impact support professional and team lead with a record of elevating service delivery and achieving superior technical performance. Design, implement and upgrade hardware and software as needed. Expert diagnostic and analytical skills. Troubleshoot and resolve software and network performance issues ensuring service sustainability and business continuity.

LEADERSHIP IMPACT

  • Demonstrated experience managing large cross-functional, multi-dimensional teams and complex projects
  • Developed SharePoint systems to house internal documents, calendars, graphics, and permissions
  • Proven communications skills enable effective interactions with executives, management, co-workers, and vendors
  • Served as Project Manager and Technical Lead for multiple initiatives, including software and system upgrades

AREAS OF EXPERTISE

  • Marketing & Operations Leadership
  • Relationship Management
  • LAN/WAN administration, design, configurations, implementations, and 24/7 support
  • Familiar with hardware and software diagnostic tools
  • Technical Support
  • Product Innovation & Positioning
  • Product Management
  • Brand Architecture
  • Product Strategy
  • Network evaluations for operational impact
  • Portfolio Optimization
  • Business Strategy & Development
  • Market Intelligence
  • Communications
  • Network evaluations for performance, resolutions, and processor problems

PROFESSIONAL EXPERIENCE & ACCOMPLISHMENTS

SingTone Technologies – Newport News, VA                                                2/2022 – Present

Project Manager/IT Consulting Agent

  • Serve as a liaison for Project Managers and Project Coordinators regarding resource management, change management, documentation, and follow-up
  • Lead and develop security, technical, safety training plans for SingTone and clients
  • Edit and approve documentation, including implementation plans for projects, flowcharts, and spreadsheets
  • Assist with responses to Requests for Proposals (RFPs)/Requests for Quotes (RFQs)

College Hunks Hauling Junk and Moving – Herndon, VA                               4/2020 – 2/2022

Former Franchise Owner

Manage all business, technical and logistical company operations while directing 13+ employees depending on the project. Provide local and long-distance moving assistance, junk removal, and donation pickups, along with light demolition, furniture moving, packing, loading and unloading. Supervise on-site Operations Manager.

  • Purchased franchise territory serving 250K+ households; built territory, teams, logistics, and sales
  • Generated $400K revenue in the first year

Navy Federal Credit Union – Vienna, VA                                                         12/2006 – 1/2020

Assistant Manager, Transaction Operations and Project Support (9/2018-1/2020)

Provided technical, business, and on-call support for eight branches within the Comptroller’s Office Transaction and Document Processing Section.

  • Led a team of 10 personnel in day-to-day operations and provided technical expertise to assist Business Systems Analysts
  • Led incident response team in troubleshooting overnight batch processing, check processing, project management, and reporting issues
  • Decreased overall service call numbers by employing existing comptroller and credit union systems

Technical Support Lead III (8/2011-9/2018)

Supported legacy computer systems as the Technical Lead of the mainframe developer team.

  • Liaised with Project Managers and Project Coordinators regarding resource management, change management, documentation, and follow-up
  • Ensured work efforts aligned with Information Services Division mission
  • Edited and approved documentation, including implementation plans for large-scale and small-scale projects, flowcharts, and spreadsheets
  • Wrote and submitted Requests for Proposals (RFPs) to vendors and internal management.
  • Spearheaded projects using Waterfall and Agile development techniques
  • Created hybrid programs for historical output
  • Supported Teradata development, including monthly, quarterly, and annual batch runs
  • Ensured that Change management procedures met standards while acting as Proxy Manager

CERTIFICATIONS

  • ITIL: Foundations, Release Control, and Validation, Operational Support and Analysis
  • Six Sigma Lean Professional
  • Six Sigma Green Belt
  • Change Management Specialist
  • Certified Kaizen Facilitator

IT TRAINING

  • Project Planning Tools: ORR, SDLC, RACI, SPLC
  • Programming Languages: COBOL (z/OS, 400, DB2), JCL, REXX, ASSEMBLER
  • Mainframe Experience: RACF, TSO, VSAM, CICS, ISPF
  • Project Development Systems: Waterfall, Kanban, and Agile

EDUCATION

  • Master of Business Administration, Marymount University – Arlington, VA
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