Anthony (Andy) Mullins
Houston
Summary
Experienced IT Service Delivery Manager with a strong background in problem-solving and training. Committed to enhancing operational efficiency and service quality through effective process improvements and stakeholder collaboration.
Overview
33
33
years of professional experience
Work History
Enterprise IT Service Delivery Manager
Emerson Electric
12.2018 - 01.2026
- Led cross-functional teams to enhance service delivery efficiency and client satisfaction.
- Developed and implemented process improvements that streamlined operations and reduced response times.
- Oversaw service level agreements, ensuring compliance and driving performance metrics alignment.
- Mentored junior staff, fostering professional growth and enhancing team capabilities in service management.
- Collaborated with stakeholders to identify service needs and implement solutions tailored to client requirements.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Improved service quality, addressing client concerns promptly and professionally.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
IT Manager, Infrastructure
Emerson Electric, Rosemount Analytical Inc
03.2014 - 12.2018
- Led IT infrastructure projects to enhance system performance and reliability.
- Developed and implemented IT policies and procedures to ensure compliance and security.
- Collaborated with cross-functional teams to align IT strategy with organizational goals.
- Reduced downtime by promptly addressing hardware and software issues, ensuring minimal impact on business operations.
- Coordinated IT operations activities to deliver smooth flow of daily business needs.
Infrastructure Support
Emerson Electric. Rosemount Analytical Inc
03.2012 - 04.2014
- Provided technical support and troubleshooting for infrastructure issues across multiple platforms.
- Implemented system upgrades, enhancing performance and reliability of IT infrastructure.
- Collaborated with cross-functional teams to identify and resolve complex infrastructure challenges.
- Worked in team-driven environments and communicated effectively with stakeholders.
- Enhanced system performance by implementing infrastructure upgrades and maintenance tasks.
IT Manager
Integra LifeSciences
03.2011 - 05.2012
- Led IT infrastructure initiatives to enhance system reliability and performance across multiple departments.
- Developed and implemented strategic technology roadmaps aligning with organizational goals and industry standards.
- Managed vendor relationships, negotiating contracts to optimize service delivery and cost efficiency.
- Directed cross-functional teams in the deployment of software solutions improving operational workflows.
Network Services Manager
Emerson Electric, Therm-O-Disc Inc.
07.2002 - 10.2010
- Optimized helpdesk performance through process improvements, enabling faster response times and increased user satisfaction levels.
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Led a skilled IT team in providing exceptional technical support, fostering a collaborative environment that promoted professional growth.
- Mentored IT team members, fostering professional development and skill enhancement.
- Enhanced IT infrastructure security with regular vulnerability assessments and proactive patch management.
- Oversaw daily performance of computer systems and immediately responded to critical issues to keep network up and running.
Network Manager
Emerson Electric, Rosemount Analytical Inc.
11.2000 - 07.2002
- Managed network infrastructure to ensure optimal performance and reliability.
- Developed and executed strategies for network capacity planning and optimization.
- Mentored junior staff on best practices for network management and maintenance.
- Analyzed network performance metrics to drive continuous improvement initiatives.
- Led the migration from legacy systems to modern infrastructure for improved scalability, flexibility, and cost efficiency.
Network Administrator
Emerson Electric, Wiegand Appliance
02.1993 - 11.2000
- Managed network infrastructure and ensured uptime for critical operations across multiple sites.
- Configured and maintained routers, switches, and firewalls to enhance network security.
- Collaborated with cross-functional teams to implement network solutions aligned with business objectives.
- Led troubleshooting efforts to resolve complex connectivity issues, improving system reliability.
- Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
- Performed day-to-day LAN and WAN administration, maintenance, and support.
- Maintained network hardware and software and monitored network to support network availability to end users.
- Enhanced network security through installation, monitoring, and maintenance of firewalls and antivirus software.
Education
No Degree - Drafting And Design Technology
Northeast Mississippi Community College
Booneville, MSHigh School Diploma -
New Hope High School
Columbus, MSSkills
- Data analytics
- Incident investigation
- Customer satisfaction
- Case documentation
- Training and coaching
- Mentoring and training
- Customer engagement
- Service level agreement management
- End point configurations
- Operations support
- Teamwork and collaboration
- Customer service
- Problem-solving abilities
- Customer service management
- Staff management
- Continuous improvement
Accomplishments
I have been in various different roles within the organization and progressed from a contract CAD operator, engineering administrator, system administrator, network administrator, network manager, and most recent Service Delivery Manager for all 35+ locations in Texas.
Always worked to deliver best customer care and support. There are a few comments from past customers on my Linked In page.
Timeline
Enterprise IT Service Delivery Manager
Emerson Electric
12.2018 - 01.2026
IT Manager, Infrastructure
Emerson Electric, Rosemount Analytical Inc
03.2014 - 12.2018
Infrastructure Support
Emerson Electric. Rosemount Analytical Inc
03.2012 - 04.2014
IT Manager
Integra LifeSciences
03.2011 - 05.2012
Network Services Manager
Emerson Electric, Therm-O-Disc Inc.
07.2002 - 10.2010
Network Manager
Emerson Electric, Rosemount Analytical Inc.
11.2000 - 07.2002
Network Administrator
Emerson Electric, Wiegand Appliance
02.1993 - 11.2000
No Degree - Drafting And Design Technology
Northeast Mississippi Community College
High School Diploma -
New Hope High School