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Results-oriented IT Operations Leader with 9+ years of success in leading global teams, driving operational excellence, and delivering exceptional end-user experiences in complex, high-growth environments. Proven expertise in innovative solutions, data-driven strategies, and optimizing performance to exceed business objectives. Skilled in IT governance, cross-functional collaboration, and stakeholder management.
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It Service Manager IiMicrosoftCentreville, Va, Us
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Manager - Digital OperationsTech Mahindra Sep 2023 - Aug 2024Pune, 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. -
Manager - Digital OperationsGe Apr 2021 - Sep 2023Boston, 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. -
End User Support EngineerGe Jan 2020 - Apr 2021Boston, 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.
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Associate - Digital Operations / QualityGe Feb 2018 - Jan 2020Boston, 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.
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It Support TechnicianNutech Inc. Dec 2015 - Feb 2018• 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.
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Customer Service StaffPublix Super Markets Nov 2010 - May 2016Lakeland, 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.
David Bird Skills
David Bird Education Details
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Florida International UniversityInformation Technology
Frequently Asked Questions about David Bird
What company does David Bird work for?
David Bird works for Microsoft
What is David Bird's role at the current company?
David Bird's current role is IT Service Manager II.
What is David Bird's email address?
David Bird's email address is db****@****ers.com
What is David Bird's direct phone number?
David Bird's direct phone number is +178638*****
What schools did David Bird attend?
David Bird attended Florida International University.
What skills is David Bird known for?
David Bird has skills like Customer Service, Customer Satisfaction, Microsoft Office, Teamwork, Technical Support, Time Management, Powerpoint, Outlook, Management, Active Directory, Computer Security, Windows Server.
Who are David Bird's colleagues?
David Bird's colleagues are Aya Ayoub, Lu Martinez, Jin Seok, Xueji Sun, Aryan Neelam, Mohsen Davtalab, 张子乔.
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