Mario Davis Email & Phone Number

Austin, Tx, Us

• Directed a global End-User Support Services team encompassing 3 managers & 30 staff members, ensuring comprehensive & service delivery for 1700 employees in Service Desk Support Operations and Desktop Services.• Successfully boosted manager productivity 30% through AI (CoPilot) integration & strategically partnered with tech firms to onboard over 1500 level 1 tasks monthly, reducing engineers' & developers' task time by more than 20%.• Achieved a 58% reduction in NOC transaction volume & saved 4 hours daily with automation to enhance operations.

Orem, Utah, Us

Incident Management Initiatives • Spearheaded integration of PagerDuty for incident management, significantly enhancing data collection & workflow efficiency, while ensuring strict SLA compliance, drawing on expertise in VIP support, MDM, & AV operations.Change Management Initiatives • Established and delivered industry-leading best practices for incident and change management through rigorous standards, comprehensive training, and precise process measurement, achieving targeted business outcomes.• Enhanced JIRA's incident & change management capabilities, significantly boosting operational process efficiency & ensuring strict compliance with established industry standards through targeted system workflow improvements.

Westlake, Texas, Us

• Led an 8-person team of Senior Process Leads in areas including Knowledge Management, Data and Metrics, Quality Assurance, Automation, Continuous Service Improvement, & Training, driving operational excellence & innovation.• Executed and meticulously managed comprehensive, strategic large-scale technical onboarding and integration initiatives for newly acquired businesses and teams, ensuring a professional, seamless user experience.• Achieved a 99% participation rate in the Knowledge Management Program & implemented a comprehensive COVID work-from-home support strategy for 30k employees, ensuring an easy transition from office to home environments.• Directed the onboarding of 5k TD Ameritrade employees, earning $2.5k spot awards for exceptional service delivery.

Westlake, Texas, Us

• Managed and optimized all daily service desk operations, including detailed scheduling & performance management, for a dedicated, highly skilled team of 16 service representatives, ensuring exceptional operational efficiency.• Accomplished the implementation of automated test scripts, resulting in a 30% decrease in the average customer contact time & analyzed service desk workflows and data to drive year-over-year improvements in efficiency.

Westlake, Texas, Us

• Elevated the Problem Management process from a basic level 1 to a robust level 3 maturity rating, achieving a remarkable 90% success rate in swiftly delivering comprehensive Root Cause Analysis within the 14-day SLA.• Completed & submitted monthly/yearly reports to facilitate executive decision-making, ensuring strategic alignment.

Westlake, Texas, Us

• Collaborated with 6 Technical Leads to deliver Schwab's 1st incident management process ahead of original schedule.• Designed and executed a comprehensive strategic framework for critical success factors, key performance indicators, & metrics that was able to directly achieving a 97% resolution rate for high-priority incidents within established SLAs.

Westlake, Texas, Us

New York, Ny, Us

Strategic Leadership Certificate

Certificate, Learning How To Learn

Certificate, Managing Yourself And Leading Others

Certificate, Radio Broadcasting