Thero Mitchell

About Thero Mitchell

I deliver outstanding project leadership and ensure top-notch customer satisfaction to enhance organizational performance and revenue. As a strategic and accomplished technical leader, I have extensive expertise in project management and operations leadership. During my career, I have analyzed project scenarios, managed risk, and created processes and systems that ensure the successful delivery of complex technology initiatives. I also execute strategic solutions that integrate communications and collaboration services worldwide by engaging in effective leadership. As a highly effective team builder who excels in developing employees into high-performing teams, I foster cultures of empowerment and transparency. Below is a selection of the top accomplishments from my career with Intermedia- Stepping up to lead the ticketing system replacement initiative following the sudden departure of the initial Project Director. I overcame significant scope and build challenges to complete a ticketing system used globally across the enterprise- Maintaining a high customer satisfaction score of 9.65 within the department by focusing on customer needs and requirements- Completing the two-year project begun by a departing project manager of migrating mailboxes, driving $1.2M in annual recurring revenue—the largest hosted email migration in company history.I am excited to expand my professional network and see what the future may hold. If you would like to connect, please contact me at t••••••••@gmail.com.AREAS OF EXPERTISE Customer ServiceBudget ManagementProcess ImprovementsVendor & Client RelationshipsTechnical Project ManagementTeam Leadership & Development

Experience

1. Senior Director, Client Services, 2023 Present Director, Client Services, 2020 2023

   Intermedia Intelligent Communications

   Jul 2020 — Present · Bellevue, WA, US

   Promoted to increasing levels of responsibility for exemplary project leadership and customer satisfaction results. Direct 30-member team of specialized technical engineers and project managers that execute new customer implementations in direct and reseller channels. Manage $2.45M budget. Drive global technical solutions, integrating communication and collaboration services including VoIP, video conferencing, chat, business application services, email security, archiving, and disaster recovery for highest-revenue customers. Recipient of 7 J.D. Power Awards from 2016 to 2023 for delivering exceptional technical support to customers and partners.Completed all customer implementations, maintaining high metrics in customer satisfaction and NPS ratings; maintained customer satisfaction survey score average of 9.65 in 2022 and 9.5 over the past 5 years.

Education

• University of Hawaii at Manoa

  Bachelor of Arts - BA, History

  1998 — 2003

• Pepperdine Graziadio Business School

  Executive MBA, Business Administration

  2008 — 2009

Skills

• IT Strategy
• Security
• Large Scale Deployments
• Business Intelligence
• Microsoft Technologies
• Project Management
• Network Administration
• Tcp/Ip
• Project Planning
• Troubleshooting
• Data Center
• Pmbok
• Project Coordination
• Saas
• Erp
• Information Technology
• Professional Services
• Managed Services
• Integrated Project Delivery
• Integration
• Project Portfolio Management
• Vendor Management
• Vmware
• Software Documentation
• Firewalls
• Cloud Computing
• Management
• Pmi
• Networking
• Virtualization
• System Administration
• Cisco Technologies
• System Deployment
• Pmp
• Servers
• Crm
• Leadership
• Active Directory
• Windows Server
• Program Management