Larry Mitchell Email & Phone Number

Windsor, CT, US

• Efficiently oversee day-to-day operations, managing a team of over 30 L1 & L2 employees for the Global Service Desk, supporting 26,000+ users.
• Utilize ServiceNow to generate real-time KPI metrics reports and dashboards on a daily/weekly basis.
• Take full responsibility for staff performance, conducting evaluations, and implementing progressive discipline as necessary.
• Conduct interviews, hiring, and provide coaching/mentoring to existing team members.
• Successfully implemented a comprehensive Quality Assurance Audit process for the Global Service Desk, ensuring meticulous auditing of agent phone calls and ServiceNow tickets to maintain accurate information gathering.
• Devised and introduced an Escalation process for ServiceNow tickets, effectively prioritizing client requests and company deliverables.

Indianapolis, IN, US

• Utilized ServiceNow to create real-time daily/weekly KPI metrics reports and dashboards.
• Provided comprehensive oversight of staff performance, evaluation, and progressive discipline.
• Conducted interviews, hiring, and offered mentorship to new and existing employees.
• Monitored CSAT feedback metrics to ensure customer satisfaction.
• Managed day-to-day operations for 14 employees in Field Service and PC Refresh Teams.
• Supported upper-level executives in the City of Indianapolis and Marion County, including the Mayor’s Office, Police Chief, Fire Chief, and Department of Public Works.

West Lafayette, IN, US

• Effectively manage day-to-day operations for the Desktop Support team, consisting of thirteen employees, supporting 6,000 users.
• Develop and present daily and weekly KPI metrics reports to the management.
• Provide comprehensive oversight of staff performance, including performance evaluation, progressive discipline, and mediation of staff disputes and grievances in compliance with state and federal laws.
• Offer support to upper-level executives, including President Mitch Daniels, at the university.
• Act as Incident Manager for ITaP (Information Technology at Purdue) organization.
• Monitor customer service satisfaction feedback metrics to ensure high-quality service.

Monroe, LA, US

• Skillfully oversee the daily operations of the global Deskside Support team, which includes seven employees and supports 2,200+ users.
• Successfully manage the Windows 7 and PC hardware refresh project, ensuring its smooth execution.
• Conduct interviews, hiring, and offer mentorship to both new and existing employees.
• Develop comprehensive Standard Operating Procedures (SOP) to enhance team efficiency.
• Achieved a remarkable 50% reduction in the open ticket count while maintaining the same level of support with half the number of staff.
• Consistently maintained a high SLA of 90% and above for IMAC’s, break/fix, and request tickets, ensuring excellent service delivery.

• Oversee day-to-day operations of the Helpdesk team, providing support to 120 users.
• Take charge of purchasing and maintaining equipment inventory.
• Develop Standard Operating Procedures (SOP) to streamline processes.
• Lead and participate in various IT projects.
• Resolve escalated user and vendor issues promptly.
• Aid with disaster recovery and business continuity planning.

Master'S Degree, Business Administration And Management

Bs, Business Management

As, Information Systems Technology