Larry Mills Email & Phone Number

Rolling Meadows, Illinois, United States

Lead 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.

Janesville/Beloit, Wisconsin Area

Spearheaded 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.

Lincolnshire, Il

Oversaw 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.

Lincolnshire, Il

Schaumburg, Illinois, United States

Directed 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.

Masters, Accounting And Financial Management

Bachelor Of Science, Management

Associate Of Applied Science, Electronic Engineering Technology