Keith Mullen Email and Phone Number
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After years of successful business operations and process management, my experience has led to a set of best practices and a number of fundamental principles that must be honored in order to optimize returns to any organization, deliver business results to customers and satisfy the needs of the organization’s internal stakeholders and external customers.Through these principles, I've been able to identify digital transformation and growth opportunities for the business operation and technical support teams, allowing me to implement processes and procedures to ensure that high-quality services and solutions are delivered.The three key principles associated with Business Changes are performance-driven, stakeholder-based, and traceable to stakeholder criteria. Failing to adhere to these principles can lead teams to lose focus and become distracted from the mission's core objectives. Thus, it is crucial to support and uphold these three principles to ensure successful implementation and alignment with the intended goals. ★ I've developed my skills in:• Managing service and product-related escalations by documenting technical reports and ensuring effective escalation processes are used by the team to identify why products and systems are not performing as expected.• Partnering with technology integration and system migration teams to perform business infrastructure and process analysis to identify issues, ensure an effective escalation process and improve operational excellence standards.• Managing cross-functional projects and programs to continuously improve system availability and enable leaders to leverage information technology and data tools to understand business performance, trends, and opportunities.• Supporting internal peers and senior management in establishing various key performance indicators related to workforce hiring, performance management, team motivation, mentorship and coaching on career progressions.Thanks for viewing my profile. Please feel comfortable inviting me to connect. You can also reach me on 408 497 5182 or keith.p.mullen@gmail.com.
Bc Networks, Inc.
View- Website:
- bcnetworks.com
- Employees:
- 27
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It Helpdesk EngineerBc Networks, Inc. Apr 2022 - PresentSan Jose, California, United States• Respond to customer/ user requests via phone, email, chat and ticket queue• Responsible for NOC Admin and Ticket Dispatch to appropriate technician• Install /setup/ update of Windows Operating System and various applications, according to customer specifications• Responsible for onboarding setup of user hardware, as well as offboarding decommissioning• First and second level remote support of printers, mobile devices, desktop, laptops, tablets• Create new and resolve current user and/ or email account issues in Active Directory, MS Azure, Microsoft 365
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It Helpdesk TeamleadTeamlogicit Nov 2020 - Apr 2022Santa Clara Ca• Respond to customer/ user requests via phone, email and ticket queue• Created asset tracking system procedures• Responsible for Dispatch of Field Technicians• Install /setup/ update of Windows Operating System and various applications, according to customer specifications• Remote Support of printers, telephones, desktop, laptops, tablets, servers• Create and Resolve User account and/ or email account issues in Google Workspace, Active Directory, MS Azure, Microsoft 365 -
Help Desk Team LeadCisco Apr 2020 - Nov 2020San Jose, Ca• Provide second and third level support via ticketing system, phone, email and chat• Created Technical Documentation to provide team members and clients with clear, accurate and easy to follow instructions• Escalation point for all L1/ L2 team members• Reported on Logistics Support and collaborated with the team to deliver resolutions quickly and efficiently -
Independent Technology ConsultantSelf Employed Jan 2017 - Apr 2020Santa Clara, CaResponsible for conceptualizing Clients’ needs, identifying technical requirements, and implementing solutions accordingly. • Designed and implemented an open- source CRM solution for a local non-profit, creating a new business flow to address process simplification and elimination of redundancy• Created an MS Excel based invoicing system for a small local IT service business, allowing for a 25% decrease in accounting expenditures, while increasing collections by 20% -
Primary Care GiverSelf Employed Feb 2015 - Jun 2016San Jose, CaProvided end- of- life care to an elderly family member for approximately 16 months. Responsible for managing appointments, schedule of medications and management of home and finances. Coordinated communications with Medical, Pharmacy, Dietary, Legal and Hospice staff.
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Operations ManagerBradford Technologies 2014 - 2016San Jose, CaProvided expertise, operational leadership and direction in the review, documentation, presentation, design and implementation of business process and policy revisions related to the services and specific product functions as assigned.• Managed key relationships with industry leading business and technology partners, and the U.S Federal Government, including product training, development, and releases• Recognized and awarded for creating a Canadian version of our SaaS platform, capturing 25% of the Canadian Appraisal Market by our product• Initiated the switch from Salesforce to an open-sourced CRM which resulted in a cost savings of roughly $25,000 annually• Migrated from Co- Location facility to Cloud Services resulting in $32,000 cost savings annually• Developed business case justifications and cost/benefit analytics for new IT initiatives• Oversaw provision of end-user services, including Help Desk and Technical Support services• Benchmarked, analyzed, reported on, and made recommendations for the improvement and growth of the IT infrastructure and IT systems -
Quality Assurance/ Release ManagerBradford Technologies 2012 - 2014San Jose, CaPlanned, executed and supported the North American business strategy and product management, gathered requirements; management of existing applications; development and deployment of new technical solutions.• Recognized for leading the design and implementation of new government data gathering standards• Communicated with manufacturers regarding quoting opportunities and work with sourcing team to negotiate pricing at various points in the product development cycle for both new and existing products• Coordinated change schedule with Technical Support, Development, Sales and Marketing departments• Collaborated with designers and engineers on products in development, and provided feedback on design and concept directions• Orchestrated the drafting, updating and executing of quality assurance policies and procedures• Identified training needs and organized training interventions to meet quality standards• Managed ongoing product lifecycle for products within assigned categories• Created and managed schedules and timelines for new product development
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Technical Support ManagerBradford Technologies 2005 - 2012San Jose, CaRecruited, hired, managed, trained and mentored the Technical Support and Customer Operations teams, as well as built a Knowledge Base, implemented both a CRM solution, as well as a VOIP solution, and packaged all enterprise software products for global distribution.• Exclusive Support contact for company's largest clients, including the U.S. Government• Final escalation point for all stakeholder issues, internal and external, pre- sales and post- sales• Drafted statistical analysis of technical support calls and KPIs, allowing for a 300% increase in overall performance• Implemented “close the loop” strategy to insure consistent follow-ups to ensure that tasks are completed and milestones are reached• Created technical escalation procedures and Customer Service policies• Designed policies and procedures which resulted in average support call duration of less than 5 minutes
Frequently Asked Questions about Keith Mullen
What company does Keith Mullen work for?
Keith Mullen works for Bc Networks, Inc.
What is Keith Mullen's role at the current company?
Keith Mullen's current role is Technology Manager in the Information Technology and Services Industry from San Francisco Bay Area.
What is Keith Mullen's email address?
Keith Mullen's email address is km****@****cit.com
Who are Keith Mullen's colleagues?
Keith Mullen's colleagues are Evan Oetinger, Edmar Chongco, Roman T. Dec, Doreen Weatherford, Vera Krajic, Marcus Araiza, Marcus Araiza.
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Keith Mullen
Principal & Vice President At Power Centric Solutions, Llc At Power Centric SolutionsHendersonville, Tn3rwbeck.com, leidos.com, leidos.com -
5mohistory.org, ranken.edu, att.net, ranken.edu, ranken.edu -
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Keith Mullen
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