Jonathan Washburn

    Contact:      jon 'at' lostjuncture.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