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Consultant Bio
© 2011 ITPMG, LLC. All rights reserved.
Coby L. Dunn
Mr. Dunn has over 30 years of experience as a senior business and systems executive in customer service and support in the High Technology, Finance, Telecommunication and Manufacturing sectors. He has been responsible for the selection and implementation of over 60 major customer service related system integration projects. These efforts addressed diverse and complex business models, systems development, integration delivery, operational and support infrastructures across a broad range of customer service requirements.
He has held senior IT management positions at two fortune 100 firms: FMC Corporation and Bank of America. He has managed support organizations for software vendors, service providers and corporate IT. Over the years he has formed, co-founded and directed three consulting services organizations that specialized in the effective delivery of customer support and IT services. He has led over three dozen support organization assessment and re-engineering projects in the financial services, telecommunication and high technology sectors.
Recently, Mr. Dunn has directed a series of ITIL and IT Service Management programs for a major commercial and retail bank. His accomplishments have produced a continuous series of process improvements addressing IT infrastructure in the areas of Incident, Problem, Change and Release Management. Benefits have been significant reduction in unscheduled service interruptions, improved staff utilization and improved customer satisfaction. He has also led a multi-vendor Proof of Concept selection for an automated Configuration Management tool suite addressing an enterprise monitoring strategy, automated discovery, business service mapping and a Configuration Management Database (CMDB). He continues to support this client as an on-demand Subject Matter Expert (SME).
Mr. Dunn received his undergraduate degree in Economics form University of San Francisco, and his MBA in Finance from the University of California, Berkeley.
Mr. Dunn has over 30 years of experience as a senior business and systems executive in customer service and support in the High Technology, Finance, Telecommunication and Manufacturing sectors. He has been responsible for the selection and implementation of over 60 major customer service related system integration projects. These efforts addressed diverse and complex business models, systems development, integration delivery, operational and support infrastructures across a broad range of customer service requirements.
He has held senior IT management positions at two fortune 100 firms: FMC Corporation and Bank of America. He has managed support organizations for software vendors, service providers and corporate IT. Over the years he has formed, co-founded and directed three consulting services organizations that specialized in the effective delivery of customer support and IT services. He has led over three dozen support organization assessment and re-engineering projects in the financial services, telecommunication and high technology sectors.
Recently, Mr. Dunn has directed a series of ITIL and IT Service Management programs for a major commercial and retail bank. His accomplishments have produced a continuous series of process improvements addressing IT infrastructure in the areas of Incident, Problem, Change and Release Management. Benefits have been significant reduction in unscheduled service interruptions, improved staff utilization and improved customer satisfaction. He has also led a multi-vendor Proof of Concept selection for an automated Configuration Management tool suite addressing an enterprise monitoring strategy, automated discovery, business service mapping and a Configuration Management Database (CMDB). He continues to support this client as an on-demand Subject Matter Expert (SME).
Mr. Dunn received his undergraduate degree in Economics form University of San Francisco, and his MBA in Finance from the University of California, Berkeley.