Luke Mayville

• Supervised and mentored a diverse team of approximately fourteen remote, on-site, and off-shore technicians, ranging from apprentice to Tier 3 level, ensuring optimal performance and skill development. • Monitored Key Performance Indicators (KPIs) to ensure strict adherence to company standards and expectations, driving a culture of excellence and efficiency within the team. • Assumed the responsibilities of the Director of Service Delivery-Mid Atlantic region in his absence, managing regional meetings, monitoring regional KPIs, and facilitating communication from the executive suite to ensure seamless operations. • Established and nurtured strong relationships with clients, ensuring the delivery of exceptional service and enhancing overall client satisfaction. • Proactively identified and addressed company-wide and regional areas of improvement, implementing effective solutions to enhance operational efficiency and service quality. • Developed a comprehensive training program outlining the transition from entry-level technician to Tier-one engineer, fostering skill development and expertise within the team.

🔹Encourage, and empower a team of over 30 entry-level associate engineers across the country to gain experience in the IT field, earn certifications, and be promoted internally. I am responsible for all entry-level hiring and training at Thrive. 🔹In 18 months, I have quadrupled the size of the Associate Engineering team, which continues to grow. 🔹Travel throughout the United States to provide training and on-site support for new acquisitions in order to integrate the corporate toolset. 🔹Spearheaded organizational process improvement to improve services provided by the Associate Engineer team, including an organizational revamp, dedicated training schedule, and development of KPIs for success. 🔹Over the course of this position, I have supervised over thirty people in the service assurance, field services, dispatch, and associate engineering departments.

🔹 Spearheaded key operations management procedures, including training clients & employees on various software applications, managing software licensing & agreements, and developing specifications of hardware components (primarily computers & servers). 🔹 Oversaw all quoting, negotiation, & management of numerous projects and contracts while developing and maintaining robust business partnerships with vendors & clients. 🔹 Worked closely alongside clients to coordinate onsite maintenance & project schedules while ensuring client satisfaction with their technical services; conducted weekly meetings with employees to manage their workload and assign duties. 🔹 Managed all project & organizational scheduling, supervised employees and interns, and performed all product ordering & tracking; played integral role in the seamless conversion to and management of new lines of business software. 🔹 Directed process creation for numerous database applications such as proprietary spreadsheets, LexusNexus, Jack Henry, Metavante, TigerPaw and ConnectWise; singlehandedly executed the implementation and administration of ConnectWise.

🔹 Orchestrated all systems updates and changes to consumer loans, including address changes, fee waivers, interest rate changes, and more; provided in depth loan support to internal & external customers, ensuring optimal customer service. 🔹 Developed, edited, & maintained the procedures for performing various system changes for consumer loans, performed regular system changes on loans, and conducted research for other bank employees; completed difficult, federally monitored changes to consumer loans.