James Towner

Experience

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  Edward Jones

  Aug 2002 - Apr 2006

  • Provide technical support for production systems to prevent interruptions in service to profit centers and all other areas of the business caused by hardware and/or software problems to ensure 100% availability of all computing resources at all times. • Supported the desktop environment of the Edward Jones home campus consisting of around 560 workstations.

  • System Administrator, Microsoft Servers

    Jan 2005 - Apr 2006

  • Senior LAN / Desktop Technician

    Aug 2002 - Jan 2005
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  Best Buy

  Apr 2006 - Jun 2007

  Windows System Administrator

  • Responsible for the installation, integration, and routine maintenance of small office IT systems running Small Business Server 2003.• Partner with a consultant in system development for Small to Medium business IT requirements.

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  Arizona State University

  Jul 2007 - Jul 2009

  System Support Analyst

  Technology Support of W. P. Carey School of Business Faculty and Staff.

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  Arizona Court of Appeals Division One

  Jul 2009 - Jan 2016

  Responsible for the overall planning, organizing, and execution of all IT functions at the court in alignment with organizational goals.Consolidated physical infrastructure to VM environment resulting in significant savings.Implemented robust backup and DR solution.Modernized conference rooms and courtrooms with new technology / AV. Oversaw the development of a Judge’s Collaboration Dashboard which enabled automation of case management between three judge panels and greatly increased efficiency of the process.Technical Skills: Windows Server 2008-2012, Xen Server, Hyper-V, Xen App, Active Directory, Exchange 2013, Commvault, MS SQL, MS Data Protection Manager, Cisco UCS, OnBase Admin, Symantec Endpoint Management Suite (Altiris), Office 365, Compellent SAN. Show less

  • Director Of Information Technology

    Dec 2011 - Jan 2016

  • Senior Systems/Desktop Administrator

    Jul 2009 - Dec 2011
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  LiveOps Inc.

  Jan 2016 - Aug 2017

  Director Of Information Technology

  Responsible for overseeing all IT functions for the smooth operation of LiveOps business infrastructure and systems, ensuring maximum up-time and protection of business systems, employing best practices to plan and implement changes, and proactively monitoring and reporting on the health of IT infrastructure.After company sold SaaS business I was responsible for separating IT Systems and Infrastructure from other business.Migrated all IT systems and data from Silicon Valley to Scottsdale Arizona resulting in significant staff and infrastructure savings.Quickly eliminated business impacting IT outages by fixing out of date and unstable infrastructure.Renegotiated all IT contracts, set up new vendor relationships, consolidated infrastructure, and identified wasteful IT spending which resulting in significant savings. Saved 50% on backup and disaster recovery costs by changing vendors.Implemented service desk to ensure internal customer's issues were tracked and SLAs were met. This resulted in faster support and happier customers.Directed the closing of large Silicon Valley office and moved remaining employees and IT infrastructure to smaller location. Coordinated move of data circuits, IP, and DNS changes as part of this move.Served on LiveOps charity committee. Organized LiveOps' participation in AZ WalkNRoll for Spinabifida 2016. Technical Skills: Windows Server 2003-2016, VMWare, Active Directory, Exchange 2013 Hybrid with Office 365, Veeam, MS SQL, Vonage Business, Nimble SAN, Aruba Wireless, Juniper VPN, RSA Server, Okta SAML, Google G-Suite. Show less

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  Maricopa County Clerk of the Superior Court

  Jan 2018 - now

  Director Of Customer Service

  I oversee and manage the Department of Technology and Innovation Customer Service Division for the Clerk of the Superior Court. CX Team (Public Facing) DTI Support Center (Internal IT) Desktop Support (Internal IT)I am responsible for the developing, managing, and maintaining excellent customer service by ensuring the beginning to end ownership for customer inquiries and requests. I create uniformity and accountability for Department of Technology and Innovation customer service areas that encompass the help desk (DTI Support Center) and Desktop Support, in addition to managing multiple projects and overseeing day to day operations.2022 NACo ACHIEVEMENT AWARD WINNER for DTI Support Center initiative. This initiative was conceived to dramatically improve service management and support for the Clerk’s Office employees and stakeholders with upgraded support channels, service catalog, support portal, self-help, and ticket transparency. https://www.naco.org/resources/award-programs/dti-support-center Show less