CAREY DUEHLMEIER
Cottonwood Heights,UT
Summary
Accomplished operations leader with more than 15 years of experience inspiring teams, elevating culture, and delivering high‑impact results through development, performance management, and process optimization. Known for building collaborative, people‑centric environments that enhance engagement, strengthen accountability, and drive operational excellence across complex organizations. Skilled in strategic planning, vendor and contract management, stakeholder partnership, and leading cross‑functional initiatives that improve quality, efficiency, and customer satisfaction. Recognized for developing strong leaders and enabling teams to achieve meaningful, measurable outcomes.
Overview
18
18
years of professional experience
Work History
ITSM VP Business Analyst Manager
Zions Bancorporation
Midvale, UT
01.2022 - Current
- Oversaw operational support initiatives, ensuring seamless collaboration across professional services and IT operations while enhancing escalation and workflow efficiency.
- Oversaw operations of a diverse team of 12 onshore analysts and 60+ vendor personnel, ensuring 24/7 support for over 10,000 employees in 500+ locations.
- Managed enterprise PagerDuty program, focusing on strengthening vendor relationships and refining contract negotiation processes for improved license management.
- Orchestrated comprehensive onboarding and licensing of PagerDuty, successfully integrating over 600 new users within engineering, infrastructure, security, and support teams.
- Analyzed and improved escalation processes, routing rules, and on-call schedules, resulting in increased accuracy and improved cross-team collaboration.
- Oversaw vendor contract management, negotiating commercial terms and ensuring performance accountability across multiple service providers.
- Collaborated with IT data security and compliance teams to improve service delivery, minimize operational disruptions, and enhance first-contact resolution rates.
- Led strategic initiatives to enhance operational efficiency and customer satisfaction across multiple departments.
- Directed cross-functional teams to implement risk management frameworks and compliance protocols.
Senior Manager, Technical Support Specialists
Rad Power Bikes
Salt Lake City, UT
05.2021 - 04.2022
- Led technical support operations for a subscription-supported and hardware-enabled SaaS/IOT product ecosystem, supporting customers and partners across technical, product, and service domains.
- Directed leaders, supervisors, and 90+ specialists across technical support, operations, and customer programs.
- Improved service performance: 37% faster SLA adherence, 27% improvement in speed of answer, and 77-second reduction in handle time.
- Built workforce management capabilities: forecasting models, staffing plans, and volume management for multi-channel operations.
- Developed engagement programs increasing retention, team cohesiveness, productivity, and employee satisfaction.
- Collaborated with IT, Data, and engineering partners to optimize workflows, evaluate new tools, and enhance platform functionality.
- Led cross-functional teams to optimize operational workflows and enhance productivity.
Sr Manager- Escalation & Technical Engineers
Pure Storage
Lehi, UT
10.2019 - 08.2020
- Supported daily operations for two essential technical support teams: escalation engineers and tier 2 technical support engineers.
- Led five managers in overseeing 12 escalation engineers and over 50 tier 2 engineers to improve service for global enterprise customers within the Pure Storage data and hybrid cloud ecosystem.
- Achieved high customer satisfaction through effective management of offline support and troubleshooting for tier 1 and tier 2 issues. Improved response times for enterprise escalations and resource support.
- Optimized case metrics analysis to drive improvements in ticket volume and resolution quality.
- Led initiatives to define quality standards and customer engagement expectations, enhancing overall support experience. Developed and executed global solutions for technical services resource support and escalation engineering processes.
- Directed initiatives that achieved a 38% decrease in absenteeism, significantly boosting team productivity. Strategically refined resolution processes, resulting in a 15% reduction in critical case resolution time. Oversaw a 14% increase in handled cases and a 1.5% reduction in escalations within the first six months.
Senior Manager, Wireless Enterprise Help Desk
Verizon, Inc.
Salt Lake City, UT
01.2018 - 01.2020
- Oversaw enterprise support operations for corporate and government clients within a large-scale, technology-driven Professional Services environment.
- Directed 8 managers and 120+ technical support specialists serving enterprise clients across billing, systems, device management, and complex troubleshooting.
- Contributed to strategic planning for a 3,100-employee Business/Government Contact Center.
- Led major initiatives in tool development, call routing, digital experience, and operational transformation.
- Achieved major performance improvements:
- 10% NPS increase, 33% reduction in credits/call, 65% reduction in equipment discounting
- Reduced IoT-related call volume by 30%, saving $2M annually (national award-winning initiative).
Senior Manager, West Area Technical Support
Verizon, Inc.
West Valley City, UT
01.2013 - 01.2018
- Cultivated future leaders by implementing a structured leadership apprentice program.
- Implemented service optimization initiatives to drive digital adoption and support business growth for over 400 enterprise clients.
- Engaged with sales, marketing, IT, and engineering stakeholders to integrate customer insights into product development and operational planning.
- Distinguished as a leading senior manager in 2018, recognized for driving performance excellence and team success.
Senior Manager, Customer Support, Loyalty & Retention
Verizon, Inc.
West Valley City, UT
01.2008 - 01.2013
- Led customer lifecycle programs, retention operations, and specialized technical support teams.
- Mentored junior staff, fostering professional growth and enhancing team performance.
- Developed and implemented strategic initiatives to improve service delivery and client satisfaction.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
Education
Associate Degree - Education
Mesa Community College
Mesa, AZSkills
- Professional Services Leadership & Delivery
- Business Strategy & Transformation
- Technology Operations & Enterprise Support
- Customer Experience & Stakeholder Management
- Process Optimization & Workflow Automation
- Performance Management & Leadership Development
- Data-Driven Decision Making & Analytics
- Change Management & Operational Readiness
- Incident Response & PagerDuty Program Ownership
- Vendor Management & Contract Negotiation (6 years)
- DevOps & SRE Partnerships
- Project & Program Management
- Workflow Automation
- Process Optimization
- Operational Transformation
- Cross-Functional Leadership (IT, Data, Database, Security, AI-adjacent teams)
Timeline
ITSM VP Business Analyst Manager
Zions Bancorporation
01.2022 - Current
Senior Manager, Technical Support Specialists
Rad Power Bikes
05.2021 - 04.2022
Sr Manager- Escalation & Technical Engineers
Pure Storage
10.2019 - 08.2020
Senior Manager, Wireless Enterprise Help Desk
Verizon, Inc.
01.2018 - 01.2020
Senior Manager, West Area Technical Support
Verizon, Inc.
01.2013 - 01.2018
Senior Manager, Customer Support, Loyalty & Retention
Verizon, Inc.
01.2008 - 01.2013
Associate Degree - Education
Mesa Community College