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Executive Leader offering a world-class background in operations, infrastructure, and client support. Deliver strategies to execute ongoing support while capitalizing on cost saving opportunities of $10M+. Data driven and continuously identify alternatives and solutions to increasing efficiencies and delivering on key performance indicators (KPI’s), such as achieving a 40% reduction in case cycle time and facilitating a 50% decrease in backlog cases amidst changing business demands. Servant people leader management style. Proven results of managing 100+ multinational team members by introducing best practices, strengthening processes and controls, improving communications, building high-performing teams, and enforcing positive change. Managed multimillion-dollar projects with an on-time delivery success of over 90% aiding in diverse initiatives including large-scale system/organizational consolidations, best in class incident/problem management aligned with ITIL practices, and customer satisfaction programs. I am currently seeking a challenging opportunity where my proven experience as technology director and cross-functional team lead on a regional, national and global basis can be an asset to your organization’s continuing success.
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Associate Director - Iot Service AvailabilityVerizon Jan 2020 - Dec 2023Rolling Meadows, Illinois, United StatesLead and develop high-performing application support team to enhance IoT service recovery and drive continuous improvements in key performance indicators, customer experience, and support processes. Provide incident management leadership during critical system outages to expedite service restoration and minimize customer impact. Collaborate with cross-functional IoT teams to refine services and solutions, fostering growth and enhancing customer success. Streamline support case management by transitioning from Salesforce to ServiceNow. Implement operational dashboards to monitor team and individual performance, facilitating regular coaching and performance enhancement. -
It Service Manager Supporting Abc Supply, IncTeksystems May 2019 - Sep 2019Janesville/Beloit, Wisconsin AreaSpearheaded development of comprehensive business case to establish a state-of-the-art, 24/7 enterprise-wide monitoring operations center. Conducted thorough research and analysis to identify potential cost savings, operational efficiencies, and scalability opportunities. Presented findings and recommendations to senior management for securing buy-in and project funding. Collaborated with stakeholders across the organization to define requirements, establish key performance indicators (KPIs), and develop standard operating procedures (SOPs) to ensure seamless integration with existing processes and systems. Conducted data analysis on historical case data to identify opportunities for process improvement and optimization within service desk and change management functions. ● Established a business case to create an internal 7x24 enterprise-wide monitoring operations center, achieving $250K in annualized savings and enhancing capacity to absorb 70% more volume.● Developed a plan for centralized technical efforts within the service desk, enhancing team focus and reducing case resolution times. -
Director, Global Customer Support, AmericasZebra Technologies May 2016 - Nov 2018Lincolnshire, IlOversaw customer support operations for enterprise clients across North and Latin America, leading over 100 personnel in delivering technical expertise for mobile computing, WLAN, scanners, and printers. Orchestrated the seamless transition of WLAN Network Monitoring services to a new Network Operations Center, enhancing service delivery and continuity. Spearheaded initiatives to optimize service portal usage, significantly reducing customer interaction via phone and email to drive efficiency and cost savings. Implemented ITIL Service Management practices to elevate service quality, resulting in substantial decreases in backlog cases and cycle time. -
Sr. Manager, Americas SupportZebra Technologies Oct 2014 - May 2016Lincolnshire, Il
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Engineering ManagerMotorola Solutions Jan 2006 - Oct 2014Schaumburg, Illinois, United StatesDirected multiple teams to provide outstanding global 24/7 support for iDEN and LTE technologies, as well as North America enterprise businesses. Managed seamless transition of services during Zebra Technologies' acquisition, ensuring continuous support and operational excellence. Developed and implemented a strategy to consolidate two technical call centers, enhancing service efficiency. Established robust LTE device provisioning support staff and expanded iDEN support team to create a comprehensive 7x24 LTE support unit. -
Sr. DirectorNextel 1999 - 2005
Larry Mills Skills
Larry Mills Education Details
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Masters, Accounting And Financial Management -
Bachelor Of Science, Management -
Associate Of Applied Science, Electronic Engineering Technology
Frequently Asked Questions about Larry Mills
What is Larry Mills's role at the current company?
Larry Mills's current role is Senior Leader | Technical Support | KPI Management | Customer Success | I enable my teams to excel!.
What is Larry Mills's email address?
Larry Mills's email address is la****@****ola.com
What is Larry Mills's direct phone number?
Larry Mills's direct phone number is +170877*****
What schools did Larry Mills attend?
Larry Mills attended Keller Graduate School Of Management Of Devry University, National Louis University, Hamilton Technical College.
What skills is Larry Mills known for?
Larry Mills has skills like Wireless, Lte, Wimax, Iden, 4g, Cdma, Tcp/ip, Cellular Communications, Evdo, Telecommunications, Integration, Mobile Devices.
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Larry Mills
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Larry Mills
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