Dean Mitchell
Jacksonville,FL
Summary
Accomplished, innovative leader with a wide range of experience in formulating and applying technology strategy to support business objectives. Dynamic, customer-focused professional with a passion for quality and the ability to thrive in a fast paced, constantly changing environment. Deep background in IT strategy and operations, business applications and data analysis. Measurable success in achieving results from strategic initiatives.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Head of Global Network Support Centers
DEUTSCHE BANK
10.2018 - Current
- Reporting to Head of Global Network Operations, responsibility for L1 and L2 Global Network Operations
- Lead 100+ Network Operations, Engineering, and Deployment employees in a matrixed organization with teams in the US (NY and Jacksonville, FL), UK, Germany, India, and Singapore
- Primary responsibility for Event and Incident Management within the Network Operations remit
- Represent the Managing Director of Global Technology and Innovation during major incident response for the Americas region
- Directly responsible for $17M budget related to Global Network Maintenance and Infrastructure
- Contributed to $2M savings in operational fixed cost budget savings in 2023 with right-sourcing strategy for network Operatiopn personnel
- Significant improvement with over 50% reduction in major incidents from the Network Operations organization year over year
- Led transformational process improvements in Change/Incident/Problem management processes within the Global Network Operations organization.
Director, Service Management
CO-OP FINANCIAL
10.2018 - 09.2020
- Reporting to SVP Infrastructure Operations with direct responsibility for Change Management, Incident Management, Problem Management, Service Desk, Desktop Support, and Identity and Access Management utilizing best practices from ITIL and incorporating process improvements through Six Sigma Management by Fact processes
- Lead 30+ Service Management employees in a matrixed organization with teams geographically dispersed across the US representing service fulfillment, change management, and incident response within corporate and client-facing organizations at an enterprise level
- Focused on Continual Service Improvement and maturation of existing, but underdeveloped ITSM processes
- Work closely with the Client Services organization to significantly improve customer satisfaction incorporating the voice of the customer into process improvements
- Significant improvements in KPI development and reporting enabling continual service improvement
- Implemented Problem Management processes leading to a 90% reduction in repeat incidents.
Director, Command Center Operations and Enterprise Service Desk
FISERV
11.2014 - 10.2018
- Reporting to VP of Technology Operations with direct responsibility for Critical Incident Management team comprised of Service Desk and Critical Incident Managers responsible for minimizing service restoration time for incidents within twenty-seven datacenters for Fortune 500 financial services company
- Lead 70+ Command Center employees in a matrixed organization with teams in the US, India, Costa Rica, New Zealand, and England representing critical technology verticals including mainframe, database (MS SQL and Oracle), Windows, Linux, network, and security operations during critical incident restoration
- Contributed to a 70% reduction in critical incidents and 90% reduction in incident duration through Event, Incident, Change, and Release Management process improvements
- Improved customer satisfaction for the Service Desk from 90% to 98% on average as HDI certification matured.
Service Desk Manager
FISERV
09.2012 - 11.2014
- Reporting to VP of Operation, managed twenty-four service desk analysts providing single point of contact for all external client inquiries, system operational events, service level issues and production event status updates for Fiserv businesses and their 10,000+ clients
- Transformed the overall strategy and implementation of incident management engagement utilizing industry best practices through frameworks provided by HDI and ITIL
- Reduced overall engagement by 60% and increased average customer satisfaction scores from 75% to 90% by creating strategic alliances with all incident management stakeholders to continually improve service delivery through tools, communication, and process management improvements.
Situation Manager
FISERV
09.2008 - 09.2012
- Managed and supported all service incidents utilizing ITIL best practices for leader in financial services
- Supported operations of seventeen datacenters nationwide running over 100 distinct applications across multiple operating systems and hardware infrastructure by facilitating conference calls, providing functional and technical direction, and communicating status of system and application issues
- Provided a central location for the Incident Management of all Sev1 and Sev2 incidents for the seventeen supported data centers
- Served as mentor and knowledge escalation point for Tier1 Event and Incident Management groups and as primary for daily and weekly maintenance and release window operations oversight in multiple data centers.
Client Support Service Desk - Managing Team Lead
TRANSUNION
06.2008 - 06.2012
- Managed the day-to-day operations for a team of fifteen technical/application support analysts and five developers in the US, India, and Brazil providing Tier1 and Tier 2 support for a proprietary decisioning software for one of the three major credit reporting bureaus
- Utilized Oracle queries, Python and batch scripts, and proprietary software to troubleshoot and mitigate system operations issues
- Processed mainframe and SQL jobs to provide reporting and troubleshooting data outputs
- Maintained and updated stored procedures as changes were made to decisioning risk parameters
- Managed and followed up with customers on issues and provided escalation point for open concerns
- Led the transition of the helpdesk from a proprietary application support team into the single point-of-contact for all issues company-wide growing the team from fifteen to 26 over eight months
- Reduced reporting delivery times by 90% (from 10 days to 1 day) by incorporating advanced Excel formulas and scripts and improving the efficiency of Oracle queries which greatly reduced the amount of manual reporting requirements.
Education
MA Leadership -
Regent University
Virginia Beach, VABBA – International Business -
Georgia Gwinnett College
Lawrenceville, GASkills
- Strategic planning and aligning IT with business goals
- ITSM Strategist
- Leading and developing high performance IT teams
- Organizational leadership – coaching, mentoring, and developing teams
- Managing globally-distributed teams and operations
- Communication skills – strong written and verbal skills in 3 languages
- Application and System Support leader
- OLA and SLA ownership
- Interpersonal Communication
- Customer Relations
- FLUENT IN Portuguese / Conversant in Spanish
- Self-Directed
Certification
- HDI Support Center Mgr, Help Desk Institute
- ITIL v3 Foundations, APMG
- ITIL v3 OSA/SOA/SO, APMG
Languages
English
Native or Bilingual
Portuguese
Full Professional
Spanish
Professional Working
Timeline
Head of Global Network Support Centers
DEUTSCHE BANK
10.2018 - Current
Director, Service Management
CO-OP FINANCIAL
10.2018 - 09.2020
Director, Command Center Operations and Enterprise Service Desk
FISERV
11.2014 - 10.2018
Service Desk Manager
FISERV
09.2012 - 11.2014
Situation Manager
FISERV
09.2008 - 09.2012
Client Support Service Desk - Managing Team Lead
TRANSUNION
06.2008 - 06.2012
MA Leadership -
Regent University
BBA – International Business -
Georgia Gwinnett College