Mark D. Mitchell

Supervised critical operations activities and oversaw incident resolution for a portfolio of 60+ applications within the Defense Health Agency Solution Delivery Division. Addressed and resolved problems, facilitated knowledge retention, conducted availability tracking, and confirmed end-of-life compliance. Codified cybersecurity issuance management protocols to ensure compliance with information assurance alerts, bulletins, and task orders. Formulated and implemented incident management processes through accurate documentation and resolution of workflows for Tier III vendors and service desk personnel.

• Streamlined the cyber issuance tracking process, eliminating over 3,000 annual emails containing spreadsheet attachments, improving efficiency, bolstering compliance, and reducing manual workload.
• Compiled and distributed a daily report to 800+ personnel highlighting KPI across system availability, incident resolution, and end-of-life compliance.
• Spearheaded modernization initiatives throughout the product lifecycle and automated legacy processes, enhancing data readiness for division leadership.

Directed a cross-functional team of architects and project managers in managing multiple projects. Oversaw risk management, maintained project schedules, and crafted detailed project plan content to align with program milestones and client expectations.

• Facilitated the timely submission of complex contract deliverables, enhancing client trust and project continuity.
• Functioned as company’s primary client-facing representative to the Head of Identity and Access Management for the Veterans Affairs Electronic Health Record Modernization Program, fostering constructive client relationships.

Led cross-functional teams to align project objectives with organizational goals, driving efficiency in healthcare information management. Coordinated with internal and external stakeholders to facilitate seamless data transformation processes.

• Directed the successful migration of the Veterans Affairs' proprietary database, comprising 20M+ patient records, to Cerner's government cloud, ensuring seamless data transition and system continuity.
• Organized efforts for the functional and technical transformation of client data, aligning with modern healthcare standards such as FHIR and HL7, significantly improving data interoperability and compliance.

Oversaw a team of 6+ cross-disciplinary experts in the development and maintenance of a key IT system integrating Dynamics CRM and SharePoint. Supervised product lifecycle management, performed testing, conducted scrum and agile coaching and managed technical architecture for the business unit. Facilitated recurring scrum ceremonies, monitored release planning sessions, organized live training programs and implemented user acceptance testing (UAT). Collaborated with product owners and customers to construct product roadmap, align requirements, and define the project plan. Analyzed monthly financial statements and modified staffing plans.

• Spearheaded the successful delivery of over 15 major and minor product releases within two years, driving continuous innovation and significantly improving the user experience with new, high-value features.
• Optimized business processes to improve system governance, optimize team structures, and enhance customer communication, driving greater operational efficiency.
• Guided the professional development of junior staff as a career manager and mentor, fostering a culture of growth and building team capabilities.

Directed the digital content and outreach strategy for the Washington D.C. Chapter of Minds Matter, an all-volunteer organization supporting high-achieving, low-income students. Created and curated website content, blogs, newsletters, emails, banners, flyers, and videos, ensuring timely approval and dissemination.

• Generated multimedia content on various social media and traditional platforms, contributing to successful fundraising events that generated thousands of dollars in annual donations.
• Designed and implemented an editorial calendar to align communications with organizational goals and events, enhancing engagement and outreach.

• Deployed and maintained CMS-based websites for multiple businesses
• Managed analytics and performed SEO to improve site rankings for relevant search terms
• Designed online and printed materials such as posters and brochures for sponsored events and produced press releases for prominent tech firms such as Lian Li and Genius.

• Created and distributed corporate-level press releases, FAQs, marketing bulletins, and award submissions for overseas business units
• Prepared official communications from the CEO/Chairman to shareholders and media
• Maintained the corporate PR plan and coordinated with senior marketing managers worldwide
• Provided rapid internal and external responses to critical issues with a global PR impact
• Implemented and administered an internal online product portfolio to replace printed catalogs
• Directed marketing writers and designers in Singapore and Taipei.

• Deployed, configured, and administered a team knowledgebase using the MediaWiki CMS
• Formalized style guide for writers and designed templates to improve document consistency
• Developed and implemented workflow procedures for Agile Product Lifecycle Management (PLM)
• Directed the content and tone of product slick sheets, marketing materials, and press releases
• Led biweekly quality development forums for writers.

• Traveled to the client site to develop training documentation for a PeopleSoft ERP implementation
• Trained new Unisys employees on appropriate call-resolution methodologies and protocols.

• Resolved a variety of hardware and software service calls for Gateway, Inc
• Proactively upsold parts and services to existing customers.