John McGunagle
Willard,MO
Overview
10
10
years of professional experience
Work History
Operations Center Support Supervisor
JenCap Holdings
07.2024 - Current
- Act as point of contact for customer feedback and implement changes based on user insights, increasing CSAT from 64% to 97%
- Supervise daily operations of a support center team, ensuring consistent adherence to SLA targets and quality standards.
- Standardize operating procedures (SOPs) for ticket triage, escalation, and follow-ups to improve consistency across shifts.
- Coordinate cross-functional teams to enhance productivity and communication across departments.
- Develop training materials to support new employee onboarding and skill development initiatives.
- Facilitate daily huddles and weekly team meetings to align priorities and improve collaboration.
IT customer Support Analyst III
Cox Health
03.2024 - 07.2024
- Provide day-to-day IT support to over 12,000 end users, helping ensure smooth business operations across the organization.
- Resolve support requests efficiently in ServiceNow, consistently achieving a 94% First Call Resolution rate and meeting SLA targets.
- Write and update internal knowledge base articles in ServiceNow to support team training and improve issue resolution consistency.
- Manage user identities and access using Entra, maintaining security and compliance with company access policies.
Service Desk Analyst
Aspen Technology
08.2023 - 03.2024
- Provide day-to-day support for Windows-based systems, including user account management, group policy adjustments, and Active Directory maintenance.
- Support Microsoft 365 administration, including Exchange Online, Teams, OneDrive, and license management.
- Help manage Azure AD environments, including user provisioning, MFA setup, and conditional access policies.
- Participate in imaging and deploying machines using tools like Windows Autopilot or MDT.
- Maintain documentation for configurations, procedures, and troubleshooting steps.
Information Technology Technician
Scott Networks
07.2021 - 08.2023
- Designed and implemented network setups for small businesses and residential clients to ensure fast, stable, and secure connectivity.
- Provided remote and on-site support for macOS and Windows systems, quickly resolving technical issues to reduce user downtime.
- Set up and maintained local NAS servers to improve file sharing and data storage across home and office networks.
- Performed hands-on break/fix repairs on macOS, Windows, iOS, and Android devices, helping users get back up and running efficiently.
General Manager
Cell Phone Repair of New England
01.2016 - 02.2019
- Managed daily operations across multiple franchise locations, ensuring smooth repair service delivery and consistent customer satisfaction.
- Hired, trained, and developed team members to maintain high-quality repairs and professional customer interactions.
- Drove sales growth through strategic promotions and in-store campaigns, boosting revenue and brand presence.
- Oversaw inventory management and vendor coordination to maintain part availability and minimize service delays.
- Monitored financial performance and team KPIs, identifying and acting on opportunities to improve profitability and efficiency.
- Led regular performance reviews and coaching sessions to support employee growth and operational excellence.
Timeline
Operations Center Support Supervisor
JenCap Holdings
07.2024 - Current
IT customer Support Analyst III
Cox Health
03.2024 - 07.2024
Service Desk Analyst
Aspen Technology
08.2023 - 03.2024
Information Technology Technician
Scott Networks
07.2021 - 08.2023
General Manager
Cell Phone Repair of New England
01.2016 - 02.2019
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