Dean Reynolds
Saint Augustine,Florida
Summary
Information Systems Manager with 20 years' experience. Possesses exceptional skills in both oral and written communication, active listening, and analytical problem-solving. Adept at enhancing customer experiences through a service-oriented approach, deeply understanding customer needs, and delivering tailored solutions that foster loyalty. Demonstrates a strong track record in improving operational efficiency and stakeholder satisfaction by leveraging strategic IT planning, effective change management, and continuous process optimization. Committed to driving organizational success through technological innovation and fostering a culture of continuous improvement.
Overview
28
28
years of professional experience
Work History
Public Health Evaluator / Data Consultant
Florida Department of Health in Duval County
Jacksonville, FL
02.2025 - Current
- Oversaw the development, implementation, and monitoring of the target evaluation plan for DOH-Duval's workplan and outcomes on the CDC's OE22 grant.
- Collected, analyzed, and interpreted community health data and organizational data to identify, assess, document, and communicate the pros and cons of possible alternative strategies.
- Prepared detailed reports summarizing evaluation findings, including targeted evaluation plans, progress reports, and corrective action plans.
- Worked with stakeholders to use evaluation findings to identify actionable changes.
- Facilitated meetings and focus groups, and coordinated teams to ensure effective communication and collaboration.
- Applied Quality Management and Quality Improvement tools (e.g., PDCA, Process Maps, Root Cause Analysis) to enhance program outcomes.
- Created process maps and built automated systems for data collection and reporting. Developed executive user dashboards and reports used for business decisions.
Strategic Planning Specialist
Florida Department of Health in Duval County
Jacksonville, FL
05.2024 - Current
- Coordinated the development and update of DOH-Duval's Strategic Plan including five priority areas, goals, and dozens of short- and long-term strategic objectives.
- Enhanced strategic planning processes by conducting comprehensive internal and external analyses.
- Reviewed and created surveys for Senior leadership to update the SWOT Analysis for the DOH-Duval Strategic Plan.
- Streamlined communication channels between departments, ensuring alignment on key objectives and resource allocation.
- Supported coordination, development, oversight, implementation, and evaluation of DOH-Duval's performance management system to ensure sustainable progress resulting in positive, measurable impact on DOH-Duval's mission and vision through continuous performance improvement monitoring.
- Developed and organized measurable objectives, gathered and interpreted data, and wrote summaries for three foundational documents, plans, reports, and training outlines/materials.
- Worked closely with program managers to ensure access and provide support for required deliverables and documentation.
- Demonstrated personal responsibility to provide exceptional customer service within the workplace and community while maintaining a positive image for DOH-Duval.
Owner
Blue Ocean Ally
07.2017 - 04.2024
- Strategic Consulting Services
- Performed Project Management Services
- Performed Training Services
Government Operations Specialist II
Florida Department Of Health In St. Johns County
St. Augustine, FL
08.2020 - 12.2022
- Collected, arranged and input information into EMR database system.
- Avaya VOIP Phone System Administration
- Provided educational and informational resources regarding isolation policies and quarantine measures.
- Notified and interviewed individuals to ascertain novel coronavirus exposure level.
- Communicated with documented COVID-19 patients and other exposed persons via phone calls.
- Investigated and identified confirmed and suspected coronavirus cases, also documenting potentially affected contacts.
- Participated in continuous process improvement activities.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Configured hardware, devices and software to set up work stations for employees.
- Tracked computer equipment, peripherals and network servers.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Information Technology and Customer Service Manager
Mediatech, Inc
Holly Hill, FL
01.2016 - 11.2016
- Partnered with an outsourced marketing team to translate product features into customer value propositions used in consumer messaging
- Trained staff on operating procedures and company services
- Developed constituent trust relationships and earned a reputation for exceeding service standard goals
- VoIP administration
- Office 365
- Designed SharePoint master page and page layouts, serving as the company's main SharePoint support for all technical needs
- Prioritized daily workflows, including all inbound calls, quotes, and sales-related inquiries
- Managed customer accounts, reviewed current services, and expanded sales opportunities
- Maintained and administered information systems, including computer hardware, software, and applications
Director of Information Technology
University of St. Augustine
St. Augustine, FL
03.2012 - 12.2015
- Facilitated interdepartmental communication to effectively meet stakeholder expectations
- Built strategic alliances with Marketing, Enrollment and Admissions teams to document swim lanes explaining the business process of reaching, contacting and enrolling students
- Defined 3-Year Technology Strategy aligned with University strategic business plans and objectives
- Developed and maintained service level agreements for strategic applications and measured performance against objectives
- Served on Executive Subcommittee and Senior Leadership team
- Assumed ownership of team productivity and managed workflows to meet or exceed quality service goals
- Created and published metrics to measure organizational success in delivering world-class customer service
- Created internal procedures for change management, incident management, and escalation
- Participated in special projects, external audits, evaluations and process improvements
- Managed IT architecture design and roll-out for four new building construction projects
- Assisted in the evaluation of Electronic Medical Records applications for student learning
- Collaborated with other offices and territories to plan and implement new enterprise systems
- Monitored company-wide trouble ticket queues and determined KPIs
- Vendor Management: assessed vendor products and maintained positive vendor relations
- Budget Management
- Developed Help Desk Knowledgebase and departmental SOPs
- Defined clear targets and objectives and communicated them to other team members
- Created, documented and implemented multi-campus Emergency Notification System
- Supervised 15 team members, offering constructive feedback on their work performance
- Cultivated highly-regarded technology services organization that sustained a culture of respect, collaboration, accountability, and professional development
Director of Information Services
Christian Theological Seminary
Indianapolos, IN
09.1998 - 01.2012
- Led communication with stakeholders regarding product goals and progress made. EX: Jenzabar Users Group
- Installed and administered SQL web server; hosting an online learning management solution and fundraising software application
- Developed Faculty LMS training program which led to 100% faculty proficiency
- Implemented and administered advanced Microsoft technologies
- Implemented ReVelation Helpdesk Software for customer support
- Coached and mentored IT staff members, including conducting performance reviews
- Maintained and administered information systems
- Created end-user policy, procedure and training documentation
- Installed, maintained and supported VoIP applications
Education
Master of Information Systems Management - Technology and Management
Walden University
Baltimore, MD2017
Bachelor of Arts - Interdisciplinary - Music Therapy
University of South Carolina - Coastal
Conway, SC1993
Skills
- Strategic IT Planning aligned with business strategy
- Technical Support Management/Metrics Reporting KPIs
- Project Management / Lifecycle Management
- Relationship Management
- Active Directory
- Systems Management
- Team Building / Collaboration
- Software Training
- Development of Training Materials
- Service Desk Team Management
- Process Management
- Budget Administration
Accomplishments
- Member (2019-Present): Sigma Alpha Pi, The National Society of Leadership and Success.
- Nominated for Corporate Leadership Award from among 64,000 Global Laureate Employees in 2014.
- Co-Developed the IT Strategic Plan, for the Laureate Health Sciences Division (University of St. Augustine), recognized as the standard which other Laureate universities now use as a template.
- Quarterly Award Winner for Team Collaboration (October 2024) at Florida Department of Health in Duval County.
- Employee of the Month Winner for December 2024 & April 2026 af Florida Department of Health in Duval County.
- Team of the Month Winner March 2025 and Team of the Year Winner 2024-2025 at Florida Department of Health in Duval County.
Timeline
Public Health Evaluator / Data Consultant
Florida Department of Health in Duval County
02.2025 - Current
Strategic Planning Specialist
Florida Department of Health in Duval County
05.2024 - Current
Government Operations Specialist II
Florida Department Of Health In St. Johns County
08.2020 - 12.2022
Owner
Blue Ocean Ally
07.2017 - 04.2024
Information Technology and Customer Service Manager
Mediatech, Inc
01.2016 - 11.2016
Director of Information Technology
University of St. Augustine
03.2012 - 12.2015
Director of Information Services
Christian Theological Seminary
09.1998 - 01.2012
Master of Information Systems Management - Technology and Management
Walden University
Bachelor of Arts - Interdisciplinary - Music Therapy
University of South Carolina - Coastal