Mitch Miller CSA, ITIL®, CSM®

Experience

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  CWT

  May 2006 - Apr 2023

  Conducted a wide array of global IT services for internal IT teams and leadership. Operated mobility services for the states, including vendor management and integration. Created and implemented global IT procurement processes and workflows for end user purchases. Tracked deliveries and communicated with departments to ensure deliveries were made. Globally obtained all IT products/services within the organization, working with other departments to implement dashboards and change management activities to streamline day to day operations. • Created a global procurement finance tracking system to manage $2M to 4M budgets.• Standardized home user migration project including process documentation and communications.• Developed global asset lifecycle reporting, operating budgets, and order tracking for 3000 devices annually. • Created collaborative process/documentation for 3000+ SDWAN project, including end user installation instructions, deployment, asset tracking, and global shipping.• Served as point of contact for regional directors to make purchases, ensuring compliance with system and regulatory standards and contract terms while guaranteeing item delivery.• Built monthly dashboards giving the CIO and senior leadership a view of global inventories and identify opportunities in each division/country.• Collaborated with Security team to created processes and documentation for Field IT teams efforts with ransomware remediation.• Designed and tested Service Catalogs to enhance efficiency of self-service model. • Analyzed ITAM using ServiceNow, SCCM, and AD to conduct research, audits, and lifecycle management. Show less Promoted from a NORAM focused managerial position to a Principal global role due to successes. Organized various analyses for executives to use for strategic planning within the business. Served as a point of contact for any questions about technical projects and other IT needs.• Established and supported internal reporting methods for globally based BRM team. • Implemented IT SLA analytics for global internal business units.• Developed and published employee surveys to track user CSAT and NPS. • Gathered data for executives to analyze and highlight results to improve processes. Show less Received promotion to Regional IT Manager, overseeing the western United States, Canada, and DoD sites within EMEA and APAC. Supported acquisition to mitigate issues and streamline workflow. Consolidated Field Technicians from TQ3Navigant and CWT into one regional team to cover the western United States and Canada.• Coordinated NORAM Change Management and prepared communications to Tier 1 & 2 teams.• Designed and tested ITSM incident and request processes in collaboration with Tier 1 & 2 support teams.• Designed and built a ServiceNow reporting catalog for Tier 2 Support.• Delivered annual Field IT team SLA adherence within three days.• Coordinated application Security Assessments for DOD and commercial clients.• Improved Tier 2 support SLA by assigning users to specific technicians in ServiceNow. Show less

  • Principal, Service Managment - Enterprise IT

    Jan 2019 - Apr 2023

  • Principal, Business Relationship Management - Enterprise IT

    Aug 2018 - Jan 2019

  • Regional IT Operations Manager

    May 2006 - Aug 2018
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  Jacobs

  Oct 2024 - now

  Sr. Asset Management Analyst

  In my role as a Sr. Asset Management Analyst at Jacobs, I spearheaded the audit of the current HAM environment, working closely with cross-functional teams to prepare for a re-implementation of HAM and HAMPro. This involved assessing asset inventory, model management, and configuration to ensure optimal processes and standards.