Kai Mullins Email & Phone Number

Greenville, Sc

Manage a team of ten, with four direct reports responsible for corporate technical support and internal ITIL standards. Responsible for Enterprise-wide deployments, including communication and training.- Asked by CIO to create a five year IT process improvement roadmap for the GLS board and tasked with execution of 2024 goals (year one).- Designed a system of record for third party worker tracking to ensure only authorized access to GLS systems.- Created incident management procedures to standardize incident handling and problem tracking across all IT areas, which increased tracking and resolution of technical debt.- Streamlined change management procedures to delegate decision authority, improve release speed, and minimize meeting time for the IT engineers. This resulted in improved risk management and at least $30,000/year in productivity savings.- Provided enterprise communications for IT Infrastructure and service operations changes to improve employee experience and reduce tickets submitted to IT.- Reduced monthly IT tickets by over 20% by recommending new projects during monthly reviews of IT system availability issues and frequent ticket drivers with CIO and COO.- Met compliance and audit requirements for standard change requests by replacing GLS’s current ITSM (IT Service Management) tool with Easy Vista to document authorized change approvals.- Product owner for the ITSM solution responsible for prioritizing backlog to ensure backlog is worked based on value delivered.- Introduced a major incident practice to identify and research the business impact of any service degradations for use in future development enhancements or negotiations with SaaS (Software as a Service) vendors.- Expanded system automation including expanding SSO (Single-Sign On) adoption from 30% to 70% of primary applications to simplify password management and reduce tickets to the Service Desk.

Dallas/Fort Worth Area

- Identified inefficiencies with the front end engineering staffing model and sunset support for the oldest version of front end code, consolidating the workload from two teams down to one.- Reduced implementation times up to 75% by creating an API development user group to train developers on a CI/CD (Continuous Integration/Continuous Development) architecture instead of current monolithic architecture.- Created three agile workstreams to provide sales funnel analysis for life insurance, annuities, investments, and advice products, leading to improved marketing offers and higher product sales.Influenced adoption of a self-service analytics tool to remove the need for user-developed applications and increase data quality and integrity, as well as adherence to information governance policies. - Created a data and analytics strategy that resulted in a project investment increase from $500k to $2M in one year.- Worked with San Antonio leadership to develop a hiring plan and grew the Plano office from less than a hundred employees to over two thousand in six years.- Bank process owner for defect management. The defect backlog remained flat while absorbing a 35% increase in Bank development spend along with a number of large systems upgrades.- Achieved the #1 position in Gomez benchmark rankings for the financial services industry for the fourth consecutive year.- Created the Results Management Office to track department-level outcomes and key results for improved prioritization and execution across the Data Center, Cloud, Platform, User Devices, and Availability programs.- Coached Infrastructure departments when to adopt agile or maintain waterfall project execution and recommended decentralizing project management team to improve agile adoption across Infrastructure.- Developed a department-wide communication strategy for executive leadership to publish department accomplishments, improve employee morale, and share significant news.

San Antonio, Texas, United States

Technical Lead for Marketing and Sales projects with team sizes of five to seven employees and contractors.- Increased product sales by developing a reusable code widget to recommend new products based on the customer’s real-time web activity.- Configured and rolled out Salesforce to a subset of Member Service Representatives in the Sales department.- Designed and built a leads repository to consolidate all related member activity.- One of approximately fifteen employees selected out of hundreds of applicants for USAA’s Manager Candidate School.

San Antonio, Texas, United States

Developer and support engineer for technical components built on the Informatica platform.

Bachelor Of Business Administration (Bba), Management Information Systems, General

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