Devon Engen Email & Phone Number

Saint Paul, Mn, Us

Eden Prairie, Minnesota, United States

•Cross functional leadership – Ensured successful project completion and client satisfaction.•Project Management – Used Waterfall & agile methodologies, defined business goals, requirements, and risks by analyzing challenges and opportunities.•Business Analysis – Defined needs identified solutions that align with business needs and delivered value to the organization.•Requirements Gathering – Cross-functional collaboration, surveys, process mapping and workshops. Analyzed requirements to ensure optimal solutions. •Project Lifecycle Management – Monitored the accurate implementation of requirements.•Business Relationship Management – Cultivated and sustained relationships across all levels to ensure successful implementation and use of technology tools. Prioritized facilitating requirements gathering events and connecting to business users. •Documentation Management – Including business cases, project plans, scope documents, RACI, requirements, and process maps.•Process Improvement – Recommended enhancements and process optimizations for improved solutions. Used process modeling and workflow analysis to understand as-is state and business requirements.•Change Management – Provided leadership to ensure smooth transitions during organizational transformations.•Strategic Updates – Provided strategic project and business solutions updates to executive leadership.

Promoted due to excellence in support team management, customer success and IT business relationship management. In addition to responsibilities listed under Technology Support Manager:•Team Management – Managed and mentored 8 Technology Support Specialists. Drove accountability by motivating team members to meet high standards and provided support with a collaborative open-door policy. •Talent Acquisition and Retention – Hired and retained top industry talent. Employees were skilled, dedicated and results oriented.•Fostered High Performing Teams – Facilitated the growth of high-caliber teams through mentorship, guidance, and avenues for professional advancement.•Promoted team synergy – Used regular communication, goal establishment, and comprehensive performance assessments.•Proactive leadership – Identified and mitigated potential risks to anticipate impacts on projects and business functions.•Cross functional collaboration – Served as a strategic link between business objectives and technology initiatives.•System/Software Management – Utilized advanced data analytics and reporting tools to track the rate of new systems and applications.•System Availability – Accountable for the availability, performance, and integrity of over 50 business applications and 2 core systems.•Reporting – Used Power BI and ServiceNow to prepare and present technical support team metrics to executive leadership team using KPI’s such as FRT, MTTR, and ticket volume.•Scalability – Scaled the support team from 2 to 6, implemented ServiceNow ITSM to manage support tickets, promoted a team lead to manage additional support staff, developed and implemented after hours on call process.

•Team Management – Managed and mentored 4 Technology Specialists. Drove accountability by motivating team members to meet high standards and providing support with a collaborative open-door policy. •Technology Operations Management – Oversaw daily operations for a high-performing Technology Support department responsible for maintaining a Bank with assets exceeding $5 billion.•IT Project Management – Directed all internal IT projects including network migrations, software implementations, ITSM, new IT infrastructure, and system upgrades. Gathered and analyzed requirements and conducted workflow analysis to provide optimal solutions. Developed and managed testing plans.•Process Management – Established and enforced rigorous operational frameworks and service performance standards for the Technology Support department, ensuring compliance through KPIs, SLAs, service request monitoring, and client feedback mechanisms. •Client Satisfaction – Under my leadership, client satisfaction levels increased because of effective relationship management and timely resolution of issues. Obtained 100% satisfaction rate on Best Banks survey.•Incident Response – Led technology incident response teams during high-pressure situations in accordance with company policies. Communicated business impact and ensured the right resources were available and engaged.•Escalation – Functioned as final escalation point for any support cases, removed roadblocks for the support team and worked with clients to support a resolution. •Cross functional collaboration – Served as a strategic link between business objectives and technology initiatives.•Innovation – Introduced innovative solutions to tackle intricate challenges, driving operational efficiency and productivity gains.•Vendor Management – Established and managed relationships with IT vendors to support organizational needs effectively.

Bloomington, Minnesota

As an IT Support Specialist at Bridgewater Bank I am primarily responsible for providing IT support for internal users. Other responsibilities include: -Install, configure, and upgrade desktop hardware and peripherals.-Install, configure, and upgrade hardware and software interfaces with core banking software.-Research and present new technologies for the bank.-Write processes and procedures for the Information Technology department. -Identify, troubleshoot, research, support and resolve user's IT issues. -Work with Vice President of IT to ensure connectivity and compatibility between systems.

Calabasas, Ca

As Office Manager my responsibilities were broad and covered, negotiating contracts, event planning, purchasing, and accounting.My accomplishments include: -Organized a "Small Business Saturday" event showcasing the companies small business partners and providing an interactive raffle for the customers who support small businesses. This even received recognition by American Express and was published on the Small Business Saturday website. -Improved daily accounting processes by creating a streamlined spreadsheet for daily closing data. -Improved purchasing processes by organizing company files.

As the IT Manager at Calabasas Saddlery I was primarily responsible for network and software maintenance. In addition, I developed and managed the company website. Some of my accomplishments include:-Improved retail processes by researching, recommending, and implementing new point of sale software. -Reevaluated and improved company network-Improved management efficiency by setting up a VPN.

Master Of Science (M.S.), Information Technology, Alumni

Technology Management

Bachelor'S Of Science, Marketing, Alumni

Extensive research and hypothesis testing on consumer behavior and location based services. I studied consumer behaviors, attitudes.