Michael D. Mitchell
Springfield,IL
Summary
Strategic Information Technology and Telecommunications Manager experienced in transforming organizational technology landscapes. Achieved operational efficiency through the development and execution of strategic plans, while fostering strong relationships with stakeholders. Focused on enhancing client satisfaction and retention by utilizing negotiation skills and analytical insights to align services with business objectives.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Account Manager
ICSolutions
03.2026 - Current
- Developed strategic approaches to maintain and improve account relationships, focusing on customer support and retention efforts.
- Provided specialized expertise in kiosk, Wi-Fi, tablet, and inmate phone technologies to ensure effective utilization.
- Collaborated with vendors and internal teams to resolve technology issues and enhance service delivery.
- Developed and maintained strong client relationships, ensuring high satisfaction levels and retention.
- Collaborated with cross-functional teams to create tailored solutions that meet client needs.
- Conducted regular performance reviews with clients, adjusting strategies based on feedback and results.
- Spearheaded initiatives to enhance service delivery efficiency, leading to improved client outcomes.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
Telecommunications & Infrastructure Manager PSA 3
Illinois Department of Corrections
06.2014 - Current
- Managing $100M+ dollars in capital/GRF IT/Telecommunications upgrade projects.
- Utilize DoIT master contracts for VoIP, broadband, PBX, cameras, PCs, laptops, peripheral gear.
- Led IT /Telecommunications design for IDOC's first psychiatric hospital.
- Project managed launch of agency’s MS CRM Dynamics OMS in 2015, serving IDOC and other law enforcement entities via reports, integrations. Controlled change management and data migration.
- Project managed launch of agency’s MS CRM Dynamics OMS in 2015, serving IDOC, other law enforcement entities via reports, integrations. Controlled change management and data migration.
- Utilize DoIT master contracts for VoIP, broadband, PBX, cameras, PCs, laptops, peripheral gear.
- Over a decade of experience project managing agency’s inmate phone, tablet, visitation, and messaging implementations, installations.
- Design and maintain agency SharePoint dashboard for IIC phone, visitation, and tablet metrics.
- Cut nearly $1M from annual Telecommunications budget.
- Successfully facilitated governance for body cams, cloud storage for IDOC, ISP.
- Provide technology consultation and leadership for agency communications/IT services.
- Championing technology for successful offender re-entry into communities, workforce, families.
- Results oriented management of agency resources, staff, and employee workloads.
- Provided technology consultation and leadership for agency communications/IT services, supporting strategic alignment with organizational objectives.
- Analyzed agency communications/IT services to establish long-term goals and actionable strategies, driving continuous improvement in service delivery.
- Analyze agency communications/IT services, set long term goals, courses of action.
- Results-oriented management of agency resources, staff, and employee workloads.
- Supervised eight communications and IT staff, ensuring effective performance and collaboration.
- Revised department communications and IT policies to improve clarity and effectiveness.
- Monitored and refined communications strategies to ensure adherence to IDOC best practices.
- Led diverse team of IT professionals and coordination with senior leadership.
- Led infrastructure initiatives to enhance operational efficiency across multiple facilities.
- Developed and implemented strategic plans for technology upgrades and system integrations.
Education
Applied Science Certification - Network and System Administration
Lincoln Land Community College
Springfield, ILApplied Science Certification - Electronics/Wireless Communications
Ridgewater College
Willmar, MNSkills
- Client Relationship Management
- Account Growth Strategy
- Telecommunications Solutions
- Team Leadership
- Project planning
- Vendor management
- Resource allocation
- Client relations
- Teamwork and collaboration
- Customer service
- Account management
- Risk Management
- Analytical skills
- Critical Thinking
- Staff Management
- Time Management
Certification
FCC General Radiotelephone Operators License
Timeline
Account Manager
ICSolutions
03.2026 - Current
Telecommunications & Infrastructure Manager PSA 3
Illinois Department of Corrections
06.2014 - Current
Applied Science Certification - Network and System Administration
Lincoln Land Community College
Applied Science Certification - Electronics/Wireless Communications
Ridgewater College