Jason Tice
Centennial
Summary
Experienced leader seeking a dynamic team leadership role to utilize technical, analytical, interpersonal, and communication abilities. Skilled in troubleshooting technical issues, leading people and projects, and actively contributing to company growth. Expert in site operations management, streamlining activities for timely project completion. Known for fostering collaborative environments and adapting to dynamic project needs. Recognized for strategic planning and effective communication. Excels in guiding teams, managing complex projects, and achieving strategic objectives. Renowned for developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Committed to excellence with a collaborative approach.
Overview
24
24
years of professional experience
1
1
Certification
Work History
IT Site Lead
Chevron
01.2024 - Current
- Managed acquisition tasks related to IT support, application support, mobility support
- Ensured that all tasks were appropriately supported by new teams
- Lead team of 5-6 Desktop Service technicians to support 1100 users in 2 offices
- Ensure that support documentation was updated and sufficient for off-shore support teams
- Act as a liaison between user community and IT teams to enhance communication and reduce barriers
Supervisor Service Desk
PDC Energy
01.2018 - 01.2024
- Acquired by Chevron in 2023
- Built team from the ground up
- Interviewed and hired multiple excellent candidates
- Managed PIPs and the release/termination of employees as needed
- Manage a diverse team of 8 technicians across 4 offices in 3 states supporting 800 employees
- Ensure that customers are being serviced promptly and efficiently
- Regularly receiving praise and compliments for my team and myself
- Promptly address any issues to keep the users and the business moving forward
- Created and improved many processes to reduce complication and recovery time for customers
- Managed physical space buildouts and full building relocation from the Service Desk perspective (endpoint hardware, desk moves and setups, equipment and network testing)
- Managed the on-boarding of 100 new users simultaneously from acquired companies
- Worked to ease tension within the team and build confidence from the user base
- Ensured that security patching was completed as needed or as directed by the Security team
- Additionally managed the following:
- Computing inventory and evergreen upgrades replacing about 1/3 of our fleet each year
- Mobile phone inventory
- IT-related vendor relations
- Inter-team relations
Specialist, Desktop Services
Nationwide Insurance
01.2010 - 01.2018
- Supported 40,000 customers across the country
- All levels of user support
- Local server hardware support
- Network and telephony support (as needed)
- Emphasized interdepartmental communication to provide best possible support, tools, and systems access
- Work with other IT teams to ensure customers have minimal downtime
- Process improvement
- Developed and implemented new processes that saved the company one million dollars over the first 2 years of implementation
- Problem management – RCA (Root Cause Analysis)
- Ran problem management tickets found from incident trending
- Discovered, initiated, researched, found root cause, implemented change, tested resolution
- Ultimately removed the “problem” from the environment, reducing ticket volume for helpdesk and technicians
- Acted in a lead role to assist and train each member of my team to follow the RCA process to eliminate additional problems from the environment
- Wrote documentation to assist other teams in following the RCA process and using the tools correctly
- Awards and recognition
- Received multiple “Operational Excellence” awards for improving the entire environment overall
- Received “Infrastructure Delivery Spotlight” award from CIO
- Receive regular recognition from customers, co-workers, and management for my hard work, dedication, communication, and quick turn-around
- Lead my team in associate engagement resulting in the highest team score across the company
- My team received recognition from the CEO on our top scores and follow-through
Lead/Specialist, Desktop Services
Nationwide Insurance
01.2006 - 01.2010
- Supported customers in 6 states
- Lead a team of three to provide all levels of support for 400 employees
- Emphasize interdepartmental communication to provide best possible tools, support, and systems access
- Worked with vendors and was on-site for new office installations and old office closures in remote locations
Senior Analyst, Desktop Services
Nationwide Insurance
01.2002 - 01.2006
- Provided all levels of support to 180 local users
- Performed hardware and software installations, upgrades and support
- Server and telephony support
Technician, Desktop Services
Nationwide Insurance
01.2001 - 01.2002
- Provided all levels of support to 180 local users
- Performed hardware and software installations, upgrades and support
- Server and telephony support
Education
Associates -
Macomb Community College
01-2001
Skills
- Windows, Office, and industry-specific application support
- Guiding and supporting others
- Team leadership
- Quality assurance
- Staff management
- Teamwork and collaboration
- Effective problem resolution
- Dependable performance
- Clear interpersonal communication
- Collaborative team management
- Commitment to professional standards
- Effective written communication
- Continuous process refinement experience
Certification
- Certified Netware Administrator (CNA)
- A+ certification (1999 – renewed 2015)
- Windows7 – 70-680 Certification
Timeline
IT Site Lead
Chevron
01.2024 - Current
Supervisor Service Desk
PDC Energy
01.2018 - 01.2024
Specialist, Desktop Services
Nationwide Insurance
01.2010 - 01.2018
Lead/Specialist, Desktop Services
Nationwide Insurance
01.2006 - 01.2010
Senior Analyst, Desktop Services
Nationwide Insurance
01.2002 - 01.2006
Technician, Desktop Services
Nationwide Insurance
01.2001 - 01.2002
Associates -
Macomb Community College
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