Damon Mitchell
Longmont,COLORADO
Summary
At Kyndryl, I led the IT Service Desk Team to streamline workflows and enhance interdepartmental coordination, significantly reducing critical task turnaround times. My focus on coaching and mentoring, coupled with expertise in performance improvement and problem-solving, elevated team performance and fostered a culture of excellence and customer satisfaction. My participation in the transition from IBM to Kyndryl in 2021, was crucial to the success of the IT Service Desk during the official launch in 2022, At that time, Kyndryl only pulled top management performers to grow their business.
Overview
17
17
years of professional experience
1
1
Certification
Work History
IT Service Desk Team Lead
Kyndryl
02.2007 - Current
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Coached team members in techniques necessary to complete job tasks.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Implemented process improvements that led to reduced turnaround times for critical tasks without compromising quality.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
Education
Associate of Applied Science - Engineering Management
Fort Lewis College
Durango, COSkills
- Customer Focus
- Team Supervision
- Coaching and Mentoring
- Performance monitoring
- Performance Improvement
- Complaint resolution
- Trend tracking
- Talent Acquisition
- Problem-Solving
Certification
- Six Sigma Green Belt, IBM - August 2022
- Certified Mindset of Leadership, Introspect International - June 2017
- Currently studying for the ITIL 4 Certification, DION Training.
Timeline
IT Service Desk Team Lead
Kyndryl
02.2007 - Current
Associate of Applied Science - Engineering Management
Fort Lewis College