Summary
Overview
Work History
Education
Interests
Skills
Certification
Photography
Timeline
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KAI DUNNA

KAI DUNNA

Information Technology
Houston,TX

Summary

IT Service Delivery Director: Inspiring Excellence in Technology and Leadership

I'm an experienced IT Service Delivery Director renowned for spearheading technical and operational excellence. My leadership is rooted in collaboration and a results-driven approach, focusing on communication, efficiency, and compliance. I have a solid history of setting and achieving ambitious goals with both internal and external partners.

I inspire my team to exceed expectations, delivering projects on time and within budget, by fostering innovation and continuous improvement. My strategy enhances technology use, boosts customer satisfaction, and fuels long-term success.

Key Achievements:
- At Transwestern, I established and enforced standards, improving transparency and stakeholder engagement.
- I adopted Agile methods to significantly boost IT delivery, quality, and client satisfaction.
- I led a team of 14+, focusing on career development, performance, and efficient resource management.
- My "Floor Walk" initiative at HFF dramatically increased customer satisfaction by identifying and solving hidden technical issues, enhancing team coordination, and reducing work hours by 10%.

Expertise:

- Leadership & Team Building
- Strategic Planning & Execution
- Exceptional Client Service
- Advanced Training & Development
- Financial Management
- Risk & Project Management
- Innovative Problem Solving

Dedicated to continuous growth, I leverage technology and strategy to drive performance and profitability.

Overview

19
19
years of professional experience

Work History

Director, IT Service Delivery

Transwestern
Houston, Texas
01.2020 - Current
  • Oversee and guide IT business processes, including financial management, budget administration, and compliance initiatives, to advance departmental and company goals
  • Collaborate with IT Leadership and other cross-functional business teams to maximize program and project outcomes while controlling resources and minimizing risk
  • Develop, implement, and enforce internal standards and processes by creating a comprehensive program portfolio communication plan with full transparency to all stakeholders, including corporate executive leadership
  • Conduct regular portfolio evaluations and provide data-backed recommendations regarding the focus and levels of investment/resource allocation, increasing ROI by 10%
  • Create a standard project delivery framework to streamline workflows and improve visibility into IT Delivery activities
  • Innovate methods to enhance IT Delivery capability using Agile methodologies, leading to continuous improvements in performance, quality, and business satisfaction
  • Contribute to hiring, training, salary administration, performance management, and corrective actions for 15+ direct reports, working with team members to facilitate productive career development and goal setting
  • Spearheaded completion of critical projects aimed at upgrading 1000+ computers from Windows 7 to Windows 10 and upgrading 2000+ users from Microsoft Skype for Business to Microsoft Teams, resulting in higher levels of productivity, collaboration, and engagement
  • Boosted IT staff recruitment and performance efforts by revamping the Technology Advisor job description, creating a two-year recruiting roadmap, and developing a robust onboarding program that reduced necessary training time by >40%
  • Streamlined the IT Relationship Management Program to improve gathering and analysis of feedback, driving service excellence and business engagement.
  • Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
  • Facilitated cross-functional collaboration for improved decision-making processes within the organization.
  • Evaluated employee performance objectively using established metrics, leading to fair compensation adjustments based on meritocracy principles.
  • Leveraged data analytics insights for informed decision-making in critical areas such as sales forecasting, budgeting, or personnel management.
  • Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.

IT Service Delivery Manager

Transwestern
Houston, Texas
01.2019 - 01.2020
  • Established, led, and refined IT service delivery processes to optimize the customer experience from end-to-end while promoting efficiency and cost-effectiveness
  • Managed and coordinated 15+ employees to drive timely fulfillment of all delivery processes
  • Monitored and worked with employees to boost accountability, performance, and customer service outcomes
  • Reviewed customer feedback to identify operational successes as well as opportunities for improvement, which resulted in higher levels of customer satisfaction and retention
  • Identified measures to reduce costs by 10% without negatively impacting quality, timeliness, or the customer experience
  • Cultivated lasting partnerships with other team leaders to determine service delivery goals, criteria, and solutions to unforeseen challenges or roadblocks.
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked well in a team setting, providing support and guidance.
  • Excellent communication skills, both verbal and written.
  • Passionate about learning and committed to continual improvement.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.

Manager, IT Service Delivery

HFF LP
Houston, TX
01.2018 - 01.2019
  • Fostered a passionate, customer-focused approach while leading up to 16 individuals
  • Issued technical bulletins in line with all company policies/procedures
  • Consulted with experts to ensure integrated actions plans and acted as the primary liaison with stakeholders in conveying help desk status
  • Promoted to IT Help Desk Manager, reduced aging issues by 35% in just three months via a revamped problem management process and the initiation and standardization of regular aged ticket meetings
  • Championed “Floor Walk” program to proactively resolve technical problems, uncovering previously unknown issues and driving an increase in overall customer satisfaction ratings
  • Created quarterly breakfast with the CIO and the Help Desk agents to understand and distill common concerns for up to 1200 end users, offering strategic recommendations and building consensus on service plans
  • Established custom workflow allowing Desktop Support team to provide feedback on ticket escalated by the service desk, greatly improving organizational coordination and cutting down related work hours by 10%
  • Spearheaded continuous improvement in managing client queries, troubleshooting, and problem resolution and prioritization, gaining a reputation for diligence and outstanding work ethic in a fast-paced workplace.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.

Desktop Support Supervisor

HFF LP
Houston, TX
01.2011 - 01.2018
  • Guided eight diverse Desktop Support Specialists in a high-stress environment, outpacing performance goals in diagnosing and efficiently troubleshooting technical problems, performing mobile device setup, and configurations for 1K+ employees at all levels of leadership and varying degrees of technical complexity
  • Streamlined administration of accounts on various software platforms to improve service levels
  • Incorporated industry best practices to ensure superb Service Desk ticket queue management/SLA’s being met
  • Remediated complex scheduling conflicts to balance individual and company needs
  • Utilized strong detail-orientation to manage deployment of PC’s, laptops, printers, and phones while maintaining inventory
  • Performed Avaya phone system management and acted as a subject matter expert with the system
  • Improved methods to oversee administrative duties on a Windows 2012 Active Directory Domain
  • Selected as the escalation point for medium to complex issues, and shortlisted for the prestigious HFF service leadership award.
  • Enhanced end-users experience by providing timely and effective desktop support services.
  • Implemented new software solutions for improved system performance and increased productivity.
  • Managed a team of desktop support technicians, fostering a collaborative work environment.
  • Reduced resolution times with efficient troubleshooting techniques and clear communication.
  • Developed comprehensive documentation for IT processes, streamlining training for new hires.
  • Established strong relationships with vendors, ensuring optimal pricing and service quality.
  • Improved customer satisfaction ratings by implementing robust feedback systems and addressing concerns promptly.
  • Led successful efforts to standardize equipment configurations across the organization, resulting in reduced maintenance costs and improved consistency in user experiences.
  • Championed cybersecurity awareness programs, significantly reducing instances of security breaches due to human error within the company''s network.
  • Evaluated emerging technologies for potential implementation, keeping the organization at the forefront of industry innovations in desktop support management.
  • Collaborated closely with other IT departments on various projects, fostering seamless cooperation between teams.
  • Oversaw asset management processes including inventory tracking, procurement requests, and proper disposal of obsolete equipment.

IT System Manager

LENSEC LLC
Houston, TX
01.2008 - 01.2011
  • Streamlined IT processes for increased efficiency and reduced downtime through comprehensive system monitoring.
  • Developed customized solutions for clients, resulting in improved user experience and satisfaction.
  • Collaborated with cross-functional teams to design cohesive software systems, optimizing workflow and productivity.
  • Implemented robust security measures to safeguard sensitive data from potential breaches, reducing vulnerability risks significantly.
  • Conducted thorough audits of existing systems, identifying areas for improvement and implementing strategic updates accordingly.
  • Provided technical support and guidance to users, fostering a strong customer-centric culture within the organization.
  • Optimized resource allocation by conducting regular capacity planning exercises, ensuring maximum utilization of available assets.

Technical Support Specialist

LENSEC LLC
Houston, TX
01.2006 - 01.2008
  • Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
  • Enhanced team productivity by streamlining troubleshooting processes for faster issue resolution.
  • Reduced response time with effective communication skills, ensuring customers received prompt assistance.
  • Developed comprehensive knowledge of company''s products and services to provide accurate solutions to client inquiries.
  • Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
  • Implemented feedback mechanisms to gather valuable insights from clients, resulting in continuous service improvement.
  • Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
  • Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
  • Conducted regular system maintenance tasks, ensuring optimal performance and minimizing downtime for endusers.
  • Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
  • Served as a subject matter expert within the team for specific technologies or products, sharing knowledge with colleagues when needed.
  • Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.

IT Technician

CompUSA
01.2005 - 01.2006
  • Reduced system downtime by proactively monitoring and addressing potential issues in a timely manner.
  • Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
  • Streamlined IT support processes, resulting in increased productivity within the department.
  • Developed and documented standard operating procedures for consistent IT service delivery across the organization.
  • Implemented data backup strategies to ensure business continuity during unforeseen events or disasters.
  • Increased cybersecurity measures by conducting regular vulnerability assessments and applying critical patches as needed.
  • Collaborated with cross-functional teams to achieve seamless integration of new software applications into existing systems.
  • Delivered end-user training on various IT tools and platforms, promoting self-sufficiency among staff members.

Education

PROFESSIONAL DEVELOPMENT Professional Scrum Master I / - Computer Information Systems

DeVry University, HDI Support

Center Director / IT Engineering Management - undefined

Techskills Computer Learning Center HDI Support

Center Manager / CompTIA A + / CompTIA Network + / Microsoft Certified Professional / ITIL Foundation Certified / ITIL Intermediate Certificate in IT Service Strategy / LinkedIn – See Profile for List - undefined

Interests

ORGANIZATIONS: HDI / AXELOS / Gartner Peer Insights

Skills

  • Cloud Computing
  • Agile and Scrum Environments
  • Customer Experience
  • Service Quality
  • Service Delivery
  • Standard Operating Procedure
  • Root Cause Analysis
  • Daily Reports
  • Lean Methodology
  • Six Sigma Principles
  • Service Ticket Tracking
  • Operational Efficiency
  • Annual Budgets
  • Analyzing Details
  • Agile Work Processes
  • Conflict Resolution Tactics
  • Delivery Schedules
  • Switches and Routers
  • Vendor Contracts
  • Strategic Vision
  • Operating Budget
  • Client Requirements
  • Case Studies
  • Executive Management
  • Professional Relationships
  • Client Assessments
  • Strategic Goals
  • Performance Management
  • Training Initiatives
  • Technology Assessment
  • Personnel Recruitment
  • Acceptance Testing
  • Cloud Computing
  • Incident Response
  • Expense Analysis
  • Scope Definition
  • Change Management Process
  • Confidential Records Management
  • Service Desk Team Management
  • Professional Development
  • Troubleshoot Service Issues
  • Issue Tracking Management
  • Leadership
  • Project Implementation Processes
  • Service Operations Management
  • Customer Relations
  • Market Trend Analysis
  • Operational Procedures
  • Image Building
  • Social Media Platforms

Certification

Professional Agile Leadership™ I (PAL I)

Photography

I have a passion for capturing the vibrant essence of life through my lens, specializing in fashion, lifestyle, and event photography. Weekends find me inseparable from my camera, as I eagerly explore the world around me, seeking to immortalize its most fleeting moments and breathtaking scenes. It's not just about taking pictures; it's about storytelling, creating visual poetry that echoes the beauty of our lives and the events that define us .

Timeline

Director, IT Service Delivery

Transwestern
01.2020 - Current

IT Service Delivery Manager

Transwestern
01.2019 - 01.2020

Manager, IT Service Delivery

HFF LP
01.2018 - 01.2019

Desktop Support Supervisor

HFF LP
01.2011 - 01.2018

IT System Manager

LENSEC LLC
01.2008 - 01.2011

Technical Support Specialist

LENSEC LLC
01.2006 - 01.2008

IT Technician

CompUSA
01.2005 - 01.2006

PROFESSIONAL DEVELOPMENT Professional Scrum Master I / - Computer Information Systems

DeVry University, HDI Support

Center Director / IT Engineering Management - undefined

Techskills Computer Learning Center HDI Support

Center Manager / CompTIA A + / CompTIA Network + / Microsoft Certified Professional / ITIL Foundation Certified / ITIL Intermediate Certificate in IT Service Strategy / LinkedIn – See Profile for List - undefined

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KAI DUNNAInformation Technology