Damon Dykstra Email & Phone Number

Murray, Utah, Us

Murray, Utah, Us

New York, Ny, Us

New York, Ny, Us

Led several cross functional teams that dealt with very high profile client level issues from identification to remediation and resolution. In this newly formed team I have supported key compliance issues, operational risks and major client incidents. I have lead tech teams, operations teams, and product owners to build a collaborative spirit that accomplished resolution to some very large tasks, that have included tech solutions to process improvements. • Worked within teams to create several low cost solutions to large complex problems that have made it possible to beat client SLA’s that were previously missed • Met or exceeded service level agreements for all assigned Operational Risk Events and Corrective actions assigned. • Supported multiple client level communications sent to General Manager and Executive VP level.

New York, Ny, Us

Led a team of Business Analysts to ensure delivery of Servicing Capabilities for our internal team to use and then be able to support our customers. The project is a large multi-million dollar project over a 3-5 year timeline. The project uses the Agile methodology and consisted of over 2000 user stories. This project has been developed and is slated for release in Q1 of 2015. • Represented the Servicing team on the PMO calls to ensure escalations, issues and feedback was provided to senior leaders. • Key lead in ensuring that all servicing scenarios were built to the level so that teams can support our customers. • Groomed over 1500 user stories to ensure requirements were documented and understood • Consulted and provided direct input to over 80% or the different work streams for the project.

New York, Ny, Us

As part of the Global New Accounts Systems Infrastructure team I lead and assist a team of Senior Business Analysts to analyze, design, build and support the US new accounts platform for systematic processing of nearly 85% of all American Express acquisitions. Team consists of 8 FTE and 3 vendor resources each with their own skill set and area of expertise. • Lead in several key time sensitive changes where teams had to be formed, changes and impacts understood all while working to tight timelines. • Acted as the primary point of contact for all departmental escalation and issue resolutions Initiated a Standard creation and maintenance process, of which the team is now following 40+ coding standard and best practices. • Oversaw that the training of new resources based in India and coordinated the training plan for these resources, progress updates and deficiency analysis. • Implemented, revised and held the team accountable for providing substantial project updates that communicate the issues, risks and successes of the projects they are supporting.

New York, Ny, Us

Norwalk, Ct, Us

Norwalk, Ct, Us

Ensured IT compliance with Corporate Card Sourcing and Legal standards for assigned outsourced relationships. Led successful improvement projects across cross-functional teams including business and vendor leaders. Over saw required production changes and ensured correct procedures were followed to mitigate risk and minimize impact. Communicated business policy and vendor contract items to different support team members to allow work to be accomplished. Responsible for primary development vendor for business including non-direct reports of up to 50 support and development resourcesCreated internal tracking and dashboard tool to present to IT leadershipContinuously sought out improvements by understanding business processes and involving key stakeholders for improvementsWorked with developers during SDLC and put check points in place to enable success Responsible for tracking, approving and allocating budget of over $500,000 for vendor related items

Worked with Program Management Office(s) and CIO / Director Level IT to develop continuous improvement strategies involving ITIL Process, CoBIT objectives, Balanced Scorecard methodology and Six Sigma controls. Created metrics to measure critical process outcomes or activities performed by multiple entities, including Unisys, the client, and third parties. Worked closely with implementation team to quickly analyze data to effectively meet SLA's. Developed critical action plans with team members from multiple organizations to ensure account profitability. Created form fitting solution with accounts to address business needs and help correct areas of opportunities. Participated in standards committee to improve business processes for all Service Desk accounts with Unisys to improve the Incident Management tool.

Blue Bell, Pennsylvania, Us

Represented the customer as the client advocate at the Service Desk to ensure customer satisfaction. After implementation, acted as the primary interface between the Service Desk and the client, representing client's needs and proactively taking action with regard to support issues. Performed call trend and performance analysis, providing feedback to the client for service changes and improvements. Implemented new services and changes to current service during the contract. Provided business improvements to client(s) with solid data that could reduce call volume by up to 250 incidents a month. Increased account profitability by 7% being able to manage two accounts consisting of over 15,000 supported seats and reduced the need for an additional Client Coordinator. Managed Service Desk processes and ensured efficiency while maintaining an average of 63% margin for seven months. Assisted in contract renewal and negotiation by providing service desk resolution research for the WilTel account. Performed SLA management to help identify possible SLA misses and implemented successful action plans prior to SLA misses.

Blue Bell, Pennsylvania, Us

Blue Bell, Pennsylvania, Us

Blue Bell, Pennsylvania, Us

Blue Bell, Pennsylvania, Us

Responsible for maintaining, acquiring and reactivating accounts to utilize mortgage products offered by Tyco Capital. Created relationships with owners and managers of business partners to increase revenue. Directed individual marketing plans to acquire new accounts. Managed North Salt Lake Area account with more than 40 active accounts.Increased area sales by 40% by acquiring new business partners. Trained new business partners on Tyco Capital products, programs and interactive Web site.

Responsible for all Help Desk operations, which included managing the day-to-day Help Desk activities and projects; ensured appropriate internal and contractual service level agreements were attained; and optimized the profitability and efficiency of the Program. Implemented new business and managed staffing requirements to ensure success. Implemented phase two of Nortel Networks presales engagement, which included ramping staff from five initial agents up to 20 employees. Managed Nortel Network first and second level pre-sales account consisting of more than 20 employees. Developed and implemented escalation procedures from internal Level 2 to external Level 3. Processed and analyzed call statistics for efficiency reports.Increased employee morale by developing incentive plans and activities for more than 100 employees. Supported Nortel Networks data product line including hubs, switches, chassis systems, routers, VPN solutions and securities for all pre-sales questions and configurations.

Developed and delivered materials used to teach helpdesk agents. Responsible for quality issues as they related to technical training as well as providing process improvements to management. During new hire training acted as manager and was responsible for attendance and acting as interim supervisor. The primary functions of this role was to streamline the quality of service the helpdesk is providing as well as prepared employees for new types of problems. Trained more than 80 employees on concepts relating to SOHO network solutions including remote access and VPN technology. Designed and managed internal Web site used for training and troubleshooting purposes.Consulted management staff concerning recommendations to achieve 100 percent account profitability.Worked with clients to ensure that training material was efficient to the client's goals.

Bachelors Of Science, Business Management

Associates Of Science, Business