Jonathan Head

Certified Product Owner. Verified Good Person

Los Angeles · me@jonathan-head.com

A Seasoned IT problem solver with a proven history of converging storytelling with technology and project/ program management skills, used to partner with executive leadership to drive an organization to reach its objectives.

Skills include Project Management, Team Building, Relationship Management, Customer Service, Scrum, Public Speaking, Software Development, Attention-to-detail, Humor, Kindness, Gratitude, and Perseverance.

Strong oral and written communicator with a B.S., focused in Information Systems Concentration from California State University-Dominguez Hills.

Experience

IT Program Manager

Snap Inc.

Led the Information Technology Zendesk administration program with 6+ quarterly initiatives, and 4 Key Results under the Objective of building a sustainable support ecosystem.

Achievements

  • Architected and delivered the Zendesk People Team project resulting in $150K+ in project cost savings and a 55% increase in HR operations efficiency, measured using interaction tracking, time-to-close, and qualitative metrics
  • Forged solid relationships and partnerships cross-functionally with effective stakeholder management using tools like weekly meetings and status reporting, and issue tracking
  • Leveraged Jira to prioritize roadmap deliverables, track issues, and measure program performance
  • Stood up interactive Confluence spaces for project artifacts and communication, giving visibility to executive leadership and project stakeholders on the strategic direction of initiatives
  • A member of the IT Program Management Office, driving operational excellence and organizational efficiency resulting in a 40% reduction in strategic planning time
August 2021 - Present

IT Specialist

County of Los Angeles

An IT Specialist, serving LA County through project/program anagement, systems analysis, sofware engineering, and system adminstration. Managed and delivered projects across Saas Engineering, Service Mangement, and HR/People Teams.

Achievements

  • Program Manager for Web Services / Saas Engineering teams, managing 25+ product backlog items, overseeing 8+ IT professionals with 1000+ hours of project work. Lead Systems Analyst responsible for gathering requirements, documentation, diagramming, data management and automation tool development on 10+ annual project releases.
  • Audited and documented methods, procedures, and software/hardware used by the County to produce regulatory reports for government entities on the construction of capital projects
  • Designed and Delivered Training and Workforce Development Calendar in WordPress via hosted LAMP server.
  • Conceptualized and implemented system lifecycle management process leveraging Quest KACE appliance
  • Developed custom interfaces, reports, automation workflows (Blueprints) and Dashboard for the Cherwell Service Management System
  • Configured IBM Cognos reports and custom SQL queries for Asset Management tooling/li>
  • Developed technical and procedural knowledge base articles for LA County’s SKMS (Service Knowledge Management System) built in Cherwell
April 2011 - August 2021

IT Support Analyst

Los Angeles Superior Court

Served as technical support analyst 100+ employees including judges, attorneys, court administration and clerical staff

Jan 2007 - April 2014

Education

California State University, Dominguez Hills

Bachelor of Science
Business Adminstration - Information Systems Concentration

GPA: 3.01

December 2010

Skills

Programming Languages & Tools
Specialities
  • Certified Product Owner - Scrum Alliance
  • Project Managmeent Tooling - (Jira, Confluence, MS Project)
  • Business requiremented gathering and documentation
  • Leadership and Teamwork