Steve Mitchell Email & Phone Number

London, United Kingdom

DIrector of Operations for Impact Events. Project Management and events consultation, management, logistics, facilitation. business development, quality assurance, health and safety, catering, transportation, licensing, and construction.

Wrote ad -hoc and commissioned articles on a wide variety of subjects as required.

One Hsbc Center, Buffalo Ny

Crisis managerITIL Practitioner certified (Combined Service Desk, Incident and Problem Management)Managing IT Projects (The George Washington University School of Business)

Responsibilities included: Day to day management and operations of a busy 35 person global help desk;staff training, management and scheduling; assigning agents to skill sets; agent callmonitoring, analysis and reporting through Symposium: issuing, re-notifying, updating, andclosing work orders, incidents and problem tickets in GSD (Global Service Desk);monitoring assigned analyst tickets in GSD and transferring as necessary; initiating andfacilitating crisis calls; sending management pages from GSD; reporting and analyzingdaily and weekly call statistics and agent performance. Administrative GSD work for groupmanagement, contact records and wireless functionality; interviewing and selecting newhelp desk employees; creation of new employee IDs; Database access and management.5Principal software used: Global Service Desk, Symposium, Avaya, Microsoft based products(Word, Excel, PowerPoint), PeopleSoft.

As below, greatly increasing productivity, best practices, accountability, and customersatisfaction.

Responsibilities included: Day to day management and operations of a busy help desk;staff training, management and scheduling; assigning agents to skill sets; agent callmonitoring, analysis and reporting through Symposium: issuing, re-notifying, updating, andclosing work orders, incidents and problem tickets in GSD (Global Service Desk);monitoring assigned analyst tickets in GSD and transferring as necessary; initiating andfacilitating crisis calls; sending management pages from GSD; reporting and analyzingdaily and weekly call statistics and agent performance. Administrative GSD work for groupmanagement, contact records and wireless functionality; interviewing and selecting newhelp desk employees; creation of new employee IDs; Database access and management.5Principal software used: Global Service Desk, Symposium, Avaya, Microsoft based products(Word, Excel, PowerPoint), PeopleSoft.

Facilitating the resolution of critical global and system wide network, middleware, andapplication issues for HSBC and vendor and business partners to maximize availability andminimize loss of earnings and customer reputation. Creating and developing an email basedsystem to keep Senior Management aware of critical issues, increasing productivity andcustomer satisfaction.Writing/Documenting training manuals, best practice recommendations, and knowledge base processes.

Researching, writing, and editing educational and municipal grant applications inresponse to New York State and Federal Request for Proposals. Identifying and analyzingcustomer needs. Preparing project applications, budgets, schedules, project narratives,municipal/district resolutions, and supporting documentation. Finalizing editing, andfiling final grant applications.

Taught/Lectured Art History 101 and 201 (Ancient to Contemporary Art) to large 80+ undergraduate students. My methodology was not to show every picture ina text book, or to use the lecture forum to repeat material in a text book, rather I would choose one or two pictures representative of a period or art movement and go into detail of exactly why that piece of art was critically important to the understanding of the specific period or movement and its cultural significance and influence. I devised, wrote and graded my own student tests and finalized and submitted student grades. I kept regular office hours and mentored students when requested.

Writing and commissioning art related articles. Editing art related articles.

I taught English 101 ad 201 to classes of undergraduates. I taught grammatical construction of sentences, and worked up through the meaningful purpose of a paragraph (beginning, middle and end) and then applied that concept to writing academic papers. I set and graded my own assignments and papers and finalized and submitted student grades. I kept regular office hours and mentored students through their first difficult semesters at university.

Preparation and research for English and Art History courses. Course formatting.Researching and locating course materials. Lesson preparation. Preparation for, andleading of, recitation sections. Lecturing to large student groups. Devising quizzes,exams and assignments. Grading papers, exams and quizzes. Advising and mentoring students.

Ma, Art History

Ma, Art History

Ba Hons, Art History

Honors Degree, Visual Arts