Mario Davis

Background

About Mario Davis

Head of IT Service Desk with a Strategic Leadership certification from Harvard & 15+ years of experience managing global IT operations. Specializes in driving service desk efficiency and IT governance in multiple regions, ensuring optimal service delivery & user satisfaction. Proven ability to develop & mentor global service teams for significant improvements such as a 30% increase in manager productivity through strategic AI integrations. Implemented large-scale process enhancements, including the adoption of automated systems that reduced average customer contact time by 30% & streamlined incident resolution processes. Dedicated to reinforcing IT service desk operations to support company goals of improved operational effectiveness & customer-centric service solutions. IT Service Desk Management Highlights • Global IT Service Desk Management: Led global service desk strategy, overseeing operations in Americas, APAC, & EMEA to ensure optimal incident & request handling in SLA targets, enhancing global support responsiveness. • Operational Excellence in IT Services: Achieved 58% reduction in operational transaction rates through strategic automation at Dimensional Fund Advisors, optimizing resource allocation and enhancing service desk efficiency. • Incident & Problem Resolution Leader: Led development of Schwab's inaugural ITIL-based Incident & Problem Management processes, setting industry standards & reducing business disruptions with service frameworks. • Strategic Process Optimization: Implemented process enhancements such as integration of Level 1 support tasks into Network Operations Center for a 20% task time reduction & boosting the overall core operational focus at DFA. • Knowledge Management Integration: Designed Knowledge Centered Support program at Charles Schwab earning a 99% knowledge management participation rate, contributing to a 95% success rate in incident resolution. • Crisis Management & Operational Readiness: Led end-user support services for 30k employees transitioning to remote work during COVID-19 at Charles Schwab, demonstrating exceptional crisis management and adaptability. • Leadership & Team Development: Directed global End-User Support Services for a 33-member team, enhancing manager productivity by 30% with AI integration & strategic partnerships for new standards in IT support service.