Lavonda Mitchell
Plano
Summary
Dynamic IT Manager at FedEx Services with a proven track record in operational excellence, achieving SLA performance improvements to over 95%. Expert in incident management and stakeholder collaboration, I transformed support operations and enhanced customer satisfaction through strategic API integrations and automation initiatives.
Overview
21
21
years of professional experience
Work History
IT Manager
FedEx Services
Plano
02.2022 - Current
- Lead a high-volume production support organization for business-critical platforms, ensuring operational stability, compliance, and high availability.
- Improved SLA performance from 45% to sustained 95%+, implementing standardized incident, problem, and case-management processes supported by automation.
- Transformed support operations by redesigning team structure and workflows, reducing team size from 17 to 9 while lowering average caseloads from 30 to 10 per analyst.
- Directed operational planning and execution for the FXG OCS Helpdesk, aligning service delivery with business priorities and risk controls.
- Led platform modernization by migrating iTrade from Salesforce Classic to Lightning, improving usability, supportability, and adoption.
- Developed and launched iTrade Knowledge Base to standardize resolution practices, minimizing repeat incidents and lowering escalations.
- Partnered cross-functionally with technology, operations, vendors, and finance to prioritize work, manage change, and deliver measurable outcomes.
E-Commerce Consultant
FedEx Services
Plano
08.2020 - 02.2022
- Led onboarding, training, and enablement for new shipping solutions and FedEx technologies, ensuring operational readiness and adoption.
- Delivered product demonstrations and strategic recommendations to optimize customer shipping workflows.
- Guided customers through API integrations and compatible systems, collaborating with technology and operations teams to streamline processes.
- Served as trusted advisor, aligning business needs with technical constraints and operational considerations to enhance customer experience.
- Managed over 200 regional enterprise customer accounts, ensuring high satisfaction and retention rates.
Customer Technology Advisor
FedEx Services
Plano
07.2005 - 08.2020
- Drove adoption of FedEx products and platforms through solution design, customer training, and workflow optimization.
- Partnered with internal and external stakeholders globally to resolve complex technical issues, enhancing overall customer satisfaction.
- Executed API integrations, shipping automation solutions, and operational system enhancements to streamline customer operations.
- Managed regional customer accounts through onboarding, implementation, production support, and technical troubleshooting to ensure seamless transitions.
Education
BBA - Accounting
Dallas Baptist University
Dallas, Texas05-1994
Skills
- IT operations management
- Incident and problem management
- SLA and OLA management
- Change management
- Cost optimization
- Production support
- Vendor governance
- Stakeholder management
- API integrations
- Automation tools
- Knowledge base management
- CRM Management
- Case management systems
- Workday and SAP Fieldglass
- Paycom and ZipRecruiter
- Microsoft Office Suite
- Learning Management
Personal Information
Title: IT Operations & Platform Support Leader
Core Skills
IT Operations Management, Production Support, Incident & Problem Management, SLA/OLA Management, Vendor Governance, Cost Optimization, Change & Stakeholder Management, Salesforce Lightning, Case Management Systems, API Integrations, Knowledge Base Management, Automation, Microsoft Office Suite, Workday, SAP Fieldglass, Paycom, ZipRecruiter, AI-enabled training tools
Timeline
IT Manager
FedEx Services
02.2022 - Current
E-Commerce Consultant
FedEx Services
08.2020 - 02.2022
Customer Technology Advisor
FedEx Services
07.2005 - 08.2020
BBA - Accounting
Dallas Baptist University