David Lowe Email & Phone Number

Lancaster, Oh, Us

Moray, Gb

Summary: Led the consolidation and modernization of IT services and systems across 10 sites in 5 countries to remediate critical deficiencies in cyber security, scalability, uptime, supportability, service delivery, and budget compliance.- Sponsored and implemented a cloud-first approach to systems infrastructure reducing our physical footprint by over 100 servers through cloud migration, systems modernization, and complexity reduction.- Delegated and automated daily tasks to optimize group productivity and reduce cost.- Delivered a device modernization program replacing over 1000 end user devices (laptops, desktops, cell phones) to improve cyber security, systems compatibility, usability and drive annual cost savings.- Coordinated and lead the gap analysis and remediation efforts for a global ERP implementation spanning 7 sites in 4 countries delivering over 100 solutions and efficiency improvements by mapping IT priorities to organizational goals and operational best practice.- Reorganized global IT teams into complimentary skill groups to align with business needs and drive organizational efficiency through the implementation of documentation and training initiatives for cross team and business unit knowledge sharing.- Boosted employee confidence and performance through the implementation of standards based job roles, team goals, and skills based training.

Moray, Gb

- Implementing Global Standards for IT Operations- Developing Technology Modernization Projects- Establishing IT Security Team- Coordinating Resources for Global Oracle Expansion- Recruiting, Mentoring, and Supporting new technical managers throughout our Technology and Organizational Maturity Projects- Establishing Business Engagement Points in Service Delivery Processes- Implementing Documentation and Training Initiatives for Cross Team Knowledge Sharing- Auditing and Updating ITAM Practices- Building Team and Departmental Metrics and Establishing Performance Baselines- Mapping IT Operational Priorities to Organizational Goals and Operating Standards

OSC was founded to provide a vendor-free place for leaders and future leaders to share experience, resources, ideas, and advice through moderated round table sessions, focused training, and mentoring programs. As part of the advisory team, we are developing the overall vision of the organization while building a global network of IT and business leaders to support a leadership mentoring program.

Cleveland, Ohio, Us

Summary: Implemented a set of standards-based practices to coordinate and manage the onboarding of hundreds of loan office acquisitions annually migrating all data and processes from disparate systems into a centralized, managed set of tools. IT Asset Management- Implement Asset Management as a practice- Ecosystem of over 100,000 devices- Responsible for the negotiation and purchase of over 12M in assets annually- Built mutually beneficial community partnerships for EOL asset donation and recycling- Implemented risk mitigation processes that saved over $315k in the first year- Negotiated agreements with vendors saving over $500k in the first yearRemote Site Onboarding- Redesigned onboarding process for multimillion dollar offices to reduce impact to users and improve reportability of outcomes- Identified improvements in key contracts and renegotiated to save over 500K annually.- Standardized multi-team tasks to reduce churn and improve customer satisfaction- Reduced user effort in transition by 41%- Increased customer satisfaction by 18%UCaaS- Sponsored the RFP and selection process and implemented an enterprise UCaaS solution to centralize and standardize the telephony, SMS, and IVR needs of over 500 offices and 7000 users in 12 months.- Developed new administration procedures and standards for the administration of corporate communication systems- Identified opportunities for custom implementations to increase customer satisfaction and overall productivity- Migrated over 7000 users to a new platform with limited interruption of service.SD-WAN Administration- Implemented processes for the monitoring and supporting of over 500 sites nationwide- Scaled team to ensure uptime and service targets were achieved- Identified key improvements in contracts, reducing costs by 11%

Dublin, Ohio, Us

Summary: Built and matured a world-class B2G service delivery and support organization focused on exceptional customer/user experiences, federal/state/local regulatory compliance, and customer retention.- Hired, coached, and led high-performing teams of technicians, engineers, systems administrators, and managers in a customer support organization.- Developed a long-range vision for the department and implemented operational best practices in alignment with corporate goals and industry best practices. - Pioneered the practice of intelligent swarming and paired learning between DevOps, QA, and Technical Support.- Oversaw complex contractual, technical, and process-related issues to resolution.- Coached > 68% of entry-level staff into elevated new roles within 3 years of hire by establishing clear and attainable goals and personalized training programs. - Conceptualized and implemented a customer experience-focused support and service delivery strategy achieving 94.5% customer retention on an annual portfolio of software renewals growing from 11M to 54M over 10 years.- Delivered post-support CSAT scores of >99% for 9 of 10 measured years.- Achieved an average NPS of 35.7 for the last 3 years.- Leveraged User/Customer feedback and product usage insights to improve Gross and Net Revenue Retention (GRR & NRR)- Improved after-sale support efficiency by > 40% and reduced customer effort by > 60% through innovations in cross-departmental processes and implementing support best practices in a scalable and process-driven way.

New York, Ny, Us

• Mentor 50+ IT Management professionals in Process/Service Design, performance management, and job role development/evolution• Coordinate/advise on professional development events and programming for 8 local chapters (50+ events per year)• Serve as advisor and ITSM expert in my district and for the national advisory board• Lead strategic initiatives with chapters and national advisory board

New York, Ny, Us

• SME for Process Design/Improvement, Customer Success, and Customer Experience tracks • Oversee evaluation and selection of curriculum content and speakers• Advise Conference Director on track status

New York, Ny, Us

• Leadership and ITSM expert for local chapter (Columbus, Dayton, Cincinnati area)• Host events to share best practices on policy and practice in ITSM • Develop future leaders for the organization

New York, Ny, Us

• Plan and execute events, speakers, and awards programs• Maintain deep pool of SME/Speaker resources• Partner with local and national sponsors/partners to deliver value on both side of the relationship

New York, Ny, Us

The VP of Communications regularly contacts membership via e-mail or other media sending out reminders of upcoming meetings to both the membership and the board. They review meeting agendas, keep minutes of all meetings, and publish those minutes and agendas to the population of the chapter.The VP of Communications is responsible to bring the approved agendas to the meetings, serve as timekeeper for all meetings and answer any questions about process and procedure according to the Bylaws. The VP of Communications also reports back to HDI Global with any requests they have from Health Checks, to ratification of Policy and Procedure.Additionally, the VP of Communications, in the Mid-Ohio chapter, is the newsletter editor. They are responsible for gathering content and publishing a newsletter to the membership six-times per year. This person also sends out regular satisfaction surveys after each membership meeting as well as ad-hoc surveys throughout the course of the year.

Oversaw board operations; reviewed assistance and funding requests and rewrote bylaws to provide additional funding requirements and flexible disbursement.• Attained 501c3 status• Improved fund pool by >$1,000,000 and finalized long-term fund structure and distribution through rewriting funding criteria, and lobbying contributors.http://northwoodsfoundation.org/Mission: The Northwoods Foundation seeks to improve the quality of life for those in need by responding to requests from employees, families, and friends. Foundation funding is intended to provide specific and direct assistance to help those who are actively seeking to improve their own lives or the lives of others.Vision: The Northwoods Foundation provides financial assistance to people in need in the communities in which Northwoods and its employees work and live.

Certification, Microsoft Systems, It

Education record

Certified Reactor Mechanic, Mechanical Reactor Operator