Michael Mitchell
ICSolutions
Springfield,IL
1
Certification
15
years of professional experience
Professional with strong background in vendor management, excelling in supplier negotiations, contract management, and performance evaluation. Proven ability to drive cost-saving initiatives and streamline procurement processes while maintaining quality standards. Strong focus on team collaboration and achieving results, known for reliability and adaptability in changing environments. Skilled in vendor relationship management, strategic sourcing, and process optimization, with reputation for fostering productive partnerships and ensuring operational efficiency.
Work History
Account Manager
7 Months- Manage day-to-day execution and ongoing support for statewide secure communications and resident technology initiatives for 30,000+ residents, partnering with IDOC leadership, facility stakeholders, vendors, and internal teams to strengthen system governance, service continuity, and customer-facing operations.
- Develop and deliver virtual and in-person training for staff on visitation, Argus Intelligence Suite, CorrLinks messaging, ATG Mail Scan, and resident technology platforms, improving user readiness and adoption.
- Provide second-level application and infrastructure support for kiosk, Wi-Fi, tablet, messaging, visitation, and inmate phone technologies, including Enforcer platform administration, user access support, issue escalation, and stakeholder guidance.
- Use ServiceNow to prioritize repairs, document support issues, monitor operational trends, track risks, generate reports, and coordinate recovery from system outages within project and service constraints.
- Supervise and mentor 4 field technicians by assigning work, prioritizing workloads, coordinating repairs, supporting training needs, and communicating major system issues to project and account leadership.
- Collect and analyze customer metrics, system issues, and operational reporting with AI tools including Copilot, ChatGPT, and Grok to identify improvement initiatives, service trends, and business concerns for leadership review.
- Increase revenue by presenting and implementing new products within the IDOC portfolio.
- Managed vendor relationships, aligning service levels with operational requirements and compliance standards.
- Negotiated contract terms, pricing structures, and renewal schedules to support cost-effective sourcing.
Telecommunications and Infrastructure Manager
11 Years 8 Months- Oversaw planning and implementation of statewide telecommunications, identification-supporting infrastructure, and IT governance projects across IDOC facilities, managing a $5M annual operating budget and $100M+ in capital projects while overseeing budgets, timelines, risks, vendors, contracts, controls, and operational priorities.
- Oversaw cellular, VoIP, PBX, Centrex, POTS, broadband, fiber, copper backbone, and WAN/LAN services across 60+ facilities supporting 12,000+ phones.
- Managed project execution for EHR infrastructure installations, resident phone and tablet deployments, and correctional healthcare technology services from planning through implementation, coordinating scope, schedules, vendor activity, and operational readiness.
- Led IT governance on assigned projects, partnering with State of Illinois DoIT solution architects to align technology solutions with security, infrastructure, access, and operational requirements.
- Managed outsourced services, RFP requirements, vendor evaluations, contract deliverables, system administration expectations, service levels, spend considerations, and compliance-related performance requirements for resident phone, tablet, and technology systems.
- Developed and delivered presentations for leadership, technical teams, vendors, and facility stakeholders on department plans, project goals, timelines, technology trends, risks, milestones, and business impacts.
- Supervised IT staff, electricians, fleet assets, and tool inventories while supporting staffing plans, work assignments, performance expectations, training needs, and coordination across facilities, contractors, vendors, and agency leadership.
- Monitored regulatory changes and technology trends while partnering with LAN/WAN/IS teams on network security, access controls, risk mitigation, continuity, disaster recovery, and operational compliance.
- Used AI tools and operational reporting to assess customer metrics, surface service trends, support executive decision-making, and identify process improvements.
Information Technology Communications Systems Specialist II
2 Years 7 Months- Consulted on IT and communications projects for IDOC and ISP, including VoIP, call center, broadband, leased-network, and infrastructure initiatives that supported critical internal and customer-facing functions.
- Collected and reviewed telecom service data to identify unused services and leased networks, producing written improvement recommendations that reduced waste and supported spend optimization.
- Led long-range communications planning with agency leadership, translating technical needs into actionable business plans and best-practice strategies.
- Earlier Experience: Held Information Technology Communications Systems Specialist II and Communications Equipment Technician II roles with the Illinois Department of Corrections, supporting statewide voice, video, LAN/WAN, fiber broadband, telemedicine, videoconferencing, public safety communications, infrastructure modernization, system support, and secure technology operations across 60+ facilities.
Education
Associate’s Degree - Network Administration
Associate of Applied Science - Wireless Communications/Electronics
Skills
IT Identification
Governance & Risk: Identity and Access Administration | Access Controls | System Governance | Operational Controls | Risk Management | Compliance Support | Disaster Recovery
Project
Budget & Service Management: Project Planning | Budget Oversight | Timeline Management | Risk Mitigation | ServiceNow | Second-Level Support | Continuous Improvement
Vendor & Outsourced Services: Vendor Management | Contract Deliverables | Vendor Performance | Needs Assessment | Spend Optimization | RFP Support
Infrastructure & Technology: WAN/LAN | VoIP | Broadband | Fiber | Cellular | Healthcare Technology | Secure Communications | Resident Technology Platforms
Communication & Leadership: Stakeholder Engagement | Executive Presentations | Written Communication | Training | Team Leadership | Coaching & Mentoring
Account management
Customer service
Teamwork and collaboration
Client relations
Certification
FCC General Class Operator License | Active since 1995
Timeline
Account Manager
ICSolutions
03.2026 - CurrentRead More
Telecommunications and Infrastructure Manager
Illinois Department of Corrections
06.2014 - 02.2026Read More
Information Technology Communications Systems Specialist II
Central Management Services, Bureau of Communication and Computer Services
11.2011 - 06.2014Read More
Lincoln Land Community College
Associate’s Degree from Network Administration
Read More
Ridgewater College
Associate of Applied Science from Wireless Communications/Electronics
Read More