Dean Mitchell Email & Phone Number

Frankfurt Am Main, Hessen, DE

Frankfurt Am Main, Hessen, DE

St Petersburg, Florida, US

• Reporting to SVP Infrastructure Operations with direct responsibility servicing internal and external clients for Change Management, Incident Management, Problem Management, Service Desk, Desktop Support, and Identity.
• Lead 40+ Service Management employees in a matrixed organization with teams geographically dispersed across the US representing service fulfillment, change management, and incident response within corporate and.
• Focused on Continual Service Improvement and maturation of existing, but underdeveloped ITSM processes
• Key oversight of enterprise level processes, and audit findings mitigations
• Significant improvements in KPI development and reporting
• Implemented Problem Management processes leading to a 90% reduction in repeat incidents.

Milwaukee, Wisconsin, US

• Direct management responsibility for Critical Incident Management team responsible for minimizing service restoration time for incidents within twenty-seven datacenters for Fortune 500 financial services company
• Manage 40+ Command Center employees in a matrixed organization with teams in the US, India, Costa Rica, New Zealand, and England representing critical technology verticals including mainframe, database, Windows, Linux.
• Contributed to a 70% reduction in critical incidents and 90% reduction in incident duration through Event, Incident, Change, and Release Management process improvements.
• As a key member of the command center change advisory board, I have primary responsibility for reviewing and approving changes and releases for implementation during daily and weekly maintenance and release windows to.

Milwaukee, Wisconsin, US

• Managed twenty-four service desk analysts providing single point of contact for all external client inquiries, system operational events, service level issues and production event status updates for Fiserv businesses.
• Responsible for overall strategy and implementation of incident management engagement utilizing industry best practices through frameworks provided by HDI and ITIL
• Reduced overall engagement by 60% and increased average customer satisfaction scores from 75% to 90% by creating strategic alliances with all incident management stakeholders to continually improve service delivery.

Milwaukee, Wisconsin, US

• Managed and supported all service incidents utilizing ITIL best practices for leader in financial services
• Supported operations of seventeen datacenters nationwide running over 100 distinct applications across multiple operating systems and hardware infrastructure by facilitating conference calls, providing functional and.
• Provided a central location for the Incident Management of all Sev1 and Sev2 incidents for the seventeen supported data centers
• Served as mentor and knowledge escalation point for Tier1 Event and Incident Management groups and as primary for daily and weekly maintenance and release window operations oversight in multiple data centers

Chicago, Illinois, US

• Managed the day-to-day operations for a team of fifteen technical support analysts and five developers in the US, India, and Brazil providing Tier1 and Tier 2 support for a proprietary decisioning software for one of.
• Fully managed the personnel of the Client Support Service Desk including performance and salary reviews, goal setting, hiring/termination, disciplinary action, promotions, and benefits approvals
• Worked closely with development, database, network, and systems teams to correct system issues and address end-user functionality concerns
• Managed and followed up with customers on issues and provided escalation point for open concerns.
• Led the transition of the helpdesk from a proprietary application support team into the single point-of-contact for all issues company-wide.
• Reduced reporting delivery times by 90% (from 10 days to 1 day) by incorporating advanced Excel formulas and scripts and improving the efficiency of Oracle queries which greatly reduced the amount of manual reporting.

Ma Organizational Leadership, International Business

Bachelor Of Business Administration (B.B.A.), International Business

English

English Communications

Aa English, Business Administration And Management, General