Colin Meath
Rochester,MN
Summary
Result-driven Service Delivery Manager with experience in managing multiple teams, optimizing service delivery processes and improving customer satisfaction rates. Strong leadership skills coupled with the ability to build high-performing teams and implement strategic improvements. Proven record of success in reducing costs while maintaining high service standards, demonstrating outstanding problem-solving and communication abilities.
Overview
39
39
years of professional experience
Work History
Service Delivery Manager Field Services
Mayo Clinic
Rochester, MN
04.2021 - Current
- Manage 4 supervisors, 67 Mayo technicians, and 35 contractors.
- Field services resolve tickets that require the 'physical touch' of an asset in the field for break/fix.
- Refresh for desktops, laptops, and printers for Rochester, and for all teleworkers.
- Facility moves, new purchase installs, and removal of old equipment.
- Managed the Clinical and Non-Clinical Refresh budgets of $23M since 2022, making sure that we utilized all the money provided, including the additional $26M provided to catch up our fleet to a 4-year lifecycle.
- Managed service delivery processes to ensure efficient operations and patient satisfaction.
- Developed and implemented policies to optimize service management practices.
- Analyzed service delivery metrics to identify areas for improvement and innovation.
- Facilitated communication between departments to resolve service-related issues promptly.
- Ensured SLA compliance and maintained service delivery quality standards.
- Participated in strategic planning initiatives related to improving overall service quality levels.
- Collaborated with business executives to discuss and understand IT problems negatively affecting operations.
- Resolved escalated customer issues in a timely manner according to established procedures.
- Created reports on service delivery metrics, such as response time, resolution rate.
Unit Manager of Endpoint Break/Fix
Mayo Clinic
Rochester, MN
03.2011 - 04.2021
- Manage two supervisors and 47 technicians.
- Responsible for performing maintenance on all computer-related devices and peripherals, including printers, scanners, time clocks, typewriters, and supporting ROMS (Room Occupancy Management System).
- Implemented training programs for new staff on protocols and procedures.
- Collaborated with vendors for timely procurement of maintenance supplies.
- Evaluated service contracts to optimize maintenance costs and services provided.
- Resolved conflicts among employees in the maintenance department.
- Drafted budgets for maintenance operations and monitored expenditures.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Managed inventory of tools and spare parts for maintenance operations.
Supervisor for the WSS Business Analyst Unit
Mayo Clinic
Rochester, MN
11.2007 - 03.2011
- I wrote the Operational Level Agreements that the Help Desk Support Services use.
- Provide leadership to WSS business analyst staff, including timecards and PTO requests.
- Helped develop the WSS Business Analyst unit to its current model.
- Responsible for negotiating, monitoring, and continually evaluating all current Operational Level and Service Level agreements with the Help Desk and their IT partners.
- Helped design the current Rochester On-Call System (ROCS).
- Helped design the Help Desk IT Events and Outages application.
- A part of the Exchange 2003 project team, I traveled to Jacksonville and Arizona to help with the implementation at those sites.
- I was part of the ICE Tools workgroup that was working toward consolidating Mayo IT tools.
- I was a project lead for the Remedy ESS call tracking implementation to Arizona, Florida, and Rochester.
- A part of the successful project teams for the XP Migration, Exchange 2003, ERIS to MICS upgrade, MSL Patient Care, IT Events, and Outages.
Owner
Those Software Guys
Rochester, MN
11.1995 - 01.1998
- Systems Analyst for the home computer market, as well as small to medium-sized businesses.
- Determine the specific requirements of each customer, and formulate a business plan that meets those requirements; propose and implement the plan.
- Skills include, but are not limited to, building and repairing computer systems, installation of software applications, training and instruction in the use of software applications, and providing a full range of internet services.
- Contracted out and managed personnel for jobs, including a job that required eight people.
- Built 8 Pentium II systems and installed a Windows 95 network for Gateway Glass out of St. Paul.
- Set up internet access, and provide technical support.
- Installed Novell network with three Windows 95 workstations for KAS Investment, Inc.
- Provide continuing education, and computer hardware and software support.
- Installed a Windows 95 network server with six workstations for Forsythe Appraisals, Inc.
- Provided Ford Metro, Inc. with computer hardware and software support.
- Provided Millennium Communications, Inc. With internet technical support.
- Installed a Windows 95 network server and five workstations for Audiology & Better Hearing Care.
Manager
Software Etc
Rochester, MN
08.1986 - 01.1998
- Responsible for managing a retail software store with a staff of nine (9).
- Responsible for all managerial practices, including but not limited to hiring, training, and termination.
- Responsible for purchasing all supplies, maintaining adequate inventory levels, creating innovative store displays, and maintaining an efficient, yet effective, store layout.
- Implemented a special-order program designed to meet customers' specific needs.
- Work closely with customers, ascertain their special needs, suggest solutions, and provide follow-up instructional service.
- Provide phone support for all software and hardware titles that we carry.
- Maintain a motivated sales staff, encourage employees to embrace new ideas and concepts with enthusiasm, and promote creativity, as well as team spirit, through effective leadership.
- Twice-nominated Manager of the Year by regional directors.
- One of five managers to receive the Outstanding Achievement Award out of over 400 managers.
- Hired and trained four (4) employees who were eventually promoted to store manager positions.
- Helped the District Manager in providing on-site assistance to identify problems, determine causes, and devise and implement corrective actions in stores within the District.
- Established and continued to maintain a loyal customer base while managing Software ETC.
Education
Bachelor of Science Degree - Computer Science Interdisciplinary with a Concentration in Management Information Systems and a Minor Concentration in Business Administration
Mankato State University
Mankato, MN01.1983
Associate of Arts - Concentration in Business Administration
Rochester Community College
Rochester, MN01.1979
Skills
- Service delivery management
- Service solution development
- Multitasking
- Mentoring and training
- Business analysis
- Customer engagement
- Process improvement
- Self motivation
- Problem solving
- Professional and courteous
- Interpersonal skills
- Organizational skills
- Budget oversight
Accomplishments
- Received “Excellent through Teamwork Awards” for the rollouts of MICS, Exchange 2003, XP Migration and Smartphone Strategy.
- Twice-nominated Manager of the Year by Regional Directors for Software Etc.
- One of 5 Managers to receive the Outstanding Achievement award out of over 400 managers for Software Etc.
Contact
(507) 285-0255, (507) 255-3406
References
- Upon Request
Timeline
Service Delivery Manager Field Services
Mayo Clinic
04.2021 - Current
Unit Manager of Endpoint Break/Fix
Mayo Clinic
03.2011 - 04.2021
Supervisor for the WSS Business Analyst Unit
Mayo Clinic
11.2007 - 03.2011
Owner
Those Software Guys
11.1995 - 01.1998
Manager
Software Etc
08.1986 - 01.1998
Bachelor of Science Degree - Computer Science Interdisciplinary with a Concentration in Management Information Systems and a Minor Concentration in Business Administration
Mankato State University
Associate of Arts - Concentration in Business Administration
Rochester Community College
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