David Bird Email & Phone Number

Centreville, Va, Us

Pune, Maharashtra, In

• Transitioned 100% of my team from GE Corporate to Tech Mahindra, ensuring uninterrupted support during GE's transformation into three companies. • Led communication, support, and migration of 50k+ GE Healthcare end-users to a new O365 tenant. • Resolved critical IT escalations across GE Aerospace (48K+ users) and GE Vernova (75K+ users), ensuring business continuity and minimizing downtime. • Managed and mentored 16 IT support associates across the US and India. • Achieved #1 rated performance globally out of 11 each quarter in 2023 & 2024.

Boston, Ma, Us

• Directed global 24/7/365 IT support for 178,000+ users across 20+ diverse sub-business segments in 9 languages. • Led a multi-lingual team of 12 IT support associates, consistently exceeding KPI expectations. • Managed interviewing, hiring, training, performance reviews, and mentoring, fostering continuous improvement. • Recognized by the CIO for the “My Path to Success” program, which facilitated over 100 internal promotions. • Created and maintained a globally adopted shadowing/nesting process that enabled immediate new hire success. • Mentored 14 colleagues/employees to successful promotions inside and outside of GE. • Developed and implemented a Lean Daily Management (LDM) process, increasing the resolution rate of end-user support requests within 4 hours from 74% to 82% (sustained annually over 2 years). • Developed automated KPI reporting systems, saving global leadership 30%+ time daily and enabling data-backed decision-making. I was recognized by GE Aerospaces’ CIO and had the opportunity to meet with him.

Boston, Ma, Us

• Consistently exceeded global IT support team availability and ASA targets, visibility was enabled by reporting templates and dashboards created and maintained via ServiceNow, Smartsheet, Tableau and Excel. • Reduced our average speed of answer (ASA) from 2 minutes to under 60 seconds by developing and maintaining WFM processes and policies. • Reduced average handle time (AHT) from 45 to under 30 minutes through proactive work avoidance analysis and policies. • Managed the transition from Bold360 to ServiceNow Workspace for IT support chat operations, including environment development, training, and go live support. • Led the integration of Puzzel WFM and ServiceNow Workspace, enabling reporting and auditing on shift adherence. • Led the transition from phone to chat-only support, decommissioning 100+ IP phones, which saved $20,000 annually. Trained global IT teams on MS Teams collaborative calling functionality.

Boston, Ma, Us

• Played a key role in building and scaling GE's internal global IT support organization, launching and travelling to two new Service Desk hubs, training 100+ associates in Kuala Lumpur, Malaysia and Monterrey, Mexico. • Developed and maintained global IT support QA policies, increasing our customer satisfaction score (CSAT) from 50% to 85%+, exceeding the business defined target. • Created and maintained the follow-the-sun Intelligent Dispatch (ID) process, staffing 10 roles to manage the re-assignment of incidents that get assigned to our global IT team via ServiceNow, reducing incident duration by over 50%. • Developed the outage management process which enabled reporting and reduced the impact of major impact application/system outages. Worked closely with the DOC team on P1 outages, enhancing communication and resolution time.

• Delivered technical support for 12 small to medium-sized businesses, resolving hardware, software, and network issues to ensure business continuity. • Worked closely with third-party vendors and tier 2/3 support teams to troubleshoot complex issues and escalate as needed. • Configured and supported a wide range of technologies, including MFP/badge printers, phones, tablets, DVR cameras, and time clocks.

Lakeland, Florida, Us

• Front End Coordinator: Supervised and Coordinated Cashiers/Baggers/Stock Clerks to assure daily tasks are done thoroughly and efficiently.• Front Office Cashier: Completed Western Union Money Transfer/Money Order transactions, cashiered, fulfilled special customer requests, and cashed payroll/personal/government checks.• Cash Office: Audited register trays, balanced safe, bundled money, make cash deposits, and reconciled bottom line.