Kevin Waring Mullins

A detail-oriented person with 7+ years of experience in technical support and 7+ years of experience in leadership roles. Areas of expertise include People Management, Account Management, IBM i, Avamar, Outlook, SharePoint, Automation Anywhere RPA, Blackberry, and Office communicator.

Key strengths:

• Customer service oriented.
• Able to work under pressure.
• Coaching and mentoring skills.
• Adaptable to change.
• Excellent skills in troubleshooting and solving problems.
• Work effectively managing teams.
• ITIL, COBIT, and AGILE knowledge.

Professional experience:

TTEC:

Ops Manager (2022 -  Actual)

Manage a portfolio of up to 15 client accounts(contracts on salesforce, incidents and changes on servicenow).
Communication of maintenances and shared service upgrades. 
Review complex changes for risks and conflicts.  Ensure engineers know client CAB timelines, deadlines and customer contacts.  
Track support hours before they go over to billing and notify the customer success manager about the client’s consumption.
Onboarding, offboarding and decommissioning of clients.
Manage engineers and clients to identify and solve for the root cause of critical and/or recurring problems.  
Provide situational management of internal escalations. Connect Client, Sales, Project Management and Engineering resources as escalations occur.  Provide solutions for client escalations working with various client and internal teams.  
Provide information of outages and downtime to the commercial manager.
Manage client change and incident queues in service now. 
Manage engineers to ensure correct change priority, SLA's, communications, documentation and testing requirements for client change tickets.  
Manage and attend the client and internal Change control meetings as required.  
Prepare and review operational statistics, trends, and opportunities for internal and client improvements toward operational excellence and upcoming large changes. 
Pull and track weekly/monthly/quarterly/annual service trending, analysis and reporting.  
Responsible for preparing and presenting business reviews based on client, contractual agreements and OM availability/bandwidth.  
Track the client systems, versions, quantities and upgrades with engineering.  

BAC Credomatic Network:

Regional IT Operations Manager (2014 -  2022):

Manage, coach and mentor a team of 15-20 Associates.
Lead the regional Operations teams from all central américa.
Responsible for ensuring compliance of the IT operator on the role.
Guarantee the continuous improvement of the team and related processes.
Ensure the proper functioning of the servers managed by the operations team.
Ensure attention and resolution of service requests.
Manage the regional backup and restore process(DS11).
Manage the regional Operations process(DS13).
Manage the regional cryptographic keys process(DS5.8)
Ensure the proper introduction of new services to the area.
Generate and monitor services KPIs.
Review and schedule maintenance of the IBM i Servers.
Responsible for successfully implementing the projects assigned to the regional operations team.
Responsible for SOX and PCI related audits of the operations area.

Bank of America:

Collaboration Client Product Support Subject Matter Expert (2010 to 2014):

Provide support to Outlook client issues (v.2003, 2007 and 2010).
Microsoft Exchange (E-mail migrations, name changes, maintaining group lists, and disabling mailboxes).
Microsoft SharePoint support (v.2007 and 2010)
Other applications supported at the position are WebEx, Lync and Group Chat.
Escalation point for the resolution of unresolved problems, complaints and complex service requests.
Point of contact for the SharePoint product owners to discuss updates, changes in workload, team performance, recurrent issues and training initiatives.
Develop and update existing training and procedural documentation (knowledge base, SOPs).
Provide SharePoint training to junior technicians.

Other tasks:
Develop the escalation management procedure for the global team.
Queue management and monitoring (assign tickets, reports, Shift handover).
Risk management tasks (Process maps, FMEAs).
Serve as part of the Merrill Lynch transition team, working with all issues related to the migration from Merrill Lynch to Bank of America.
Performed quarterly testing of the team provisioning tool.
Guided the weekly ticket review meeting of the team.

Technical Solutions Cons II agent (2009 to 2010):

BlackBerry BES Administrator

Responsible for supporting BES Account Provisioning, assisting new users transitioning to BES 4.0 and above.
Supporting BlackBerry and Exchange Server Synchronization issues.
Analyzing and determining whether the failures are related to Outlook, MS Exchange, BES Server, or Service Provider.
Supporting BlackBerry Hardware, Software, and firmware issues.

Outlook / Exchange SME

Responsible for supporting Outlook Client Issues (.ost, .pst, profile, etc).
Involved working in the integration from GroupWise to Microsoft Outlook in our Active Directory/Exchange Environment.
Point of contact for Level 1 Agents escalations.
Technical Support Level 1 Specialist and Mentor (2007 to 2009):

Technical phone support in the Pfizer account regarding any basic computer task.
Support of hardware and applications (printers, desktop PCs, RSA Tokens).
Assisted every newcomer of the Account.
Trained Level 1 agents in the new supported technologies.
Deeply involved in a Six Sigma Project to improve our Knowledge Base ID.
Reported on a daily basis the number of calls answered vs. assistance provided to Level 1 Agents.

Academic:
Studied at Colegio Universitario de Limón Enterprise Computing
Actually studding at Castro Carazo University system engineering

Certifications:
ITIL V3 Foundation
Cloud Essentials CompTIA
Scrum Inc. Scrum Master

Other:
Automation Anywhere Robotic process automation
Automation Anywhere Control Room administration
Cobit 5 Fundamentals
SharePoint 2019 Essential Training: The Basics
SharePoint: Migrating from Designer to Power Automate
Microsoft Collaboration: SharePoint, Teams, Groups, and Yammer