Michael Clary Email & Phone Number

Alpharetta, Georgia, United States

Monitor and govern all Ongoing Security Authorization (OSA) function programs for the student loan servicing program within the Fiserv Education business. Report operational metrics to internal and external stakeholders. Act as point of contact for client interactions.

Alpharetta, Georgia, United States

Directed technology incident management practices for a $15 billion Fortune 200 company. Defined, promoted, governed and enforced adherence to the processes and policies associated with incident management for 44,000 associates. Controlled and lead incident management process improvement efforts.

Alpharetta, Georgia, United States

Developed and communicated product goals across all ITIL processes, including incident, problem, change, knowledge and configuration management and service requests. Oversaw story definition and prioritized product backlog items, ensuring transparency, visibility, and comprehension. Designed and deployed a centralized IT Service Management process using ServiceNow’s PaaS offering, following industry best practice frameworks (ITIL, Agile, etc.) Oversaw implementation of a new demand management process

Johns Creek, Ga

Managed the major incident management process for an organization that in just over two years has realized a 90 percent reduction in both the quantity and duration of major incidents. Responsible for minimizing service restoration time for incidents within the production environment. Handled the personnel, workflow and staffing issues that surround a 24 x 7 operation. Developed operational practices and techniques to proactively respond to events prior to service impact.

Oversaw various ACH system projects of significant magnitude in terms of complexity, cost, time-constraints, internal and external staffing and hardware/software. Responsible for formulating project scope and objectives relative to business plans and industry requirements. Developed strategies to meet the needs of retail payments customers. Contributed to the development of domestic and/or international retail payments services.

Directed FedACH operations, a national payments system which processes 40 million items daily totaling $70 billion. Handled the personnel, workflow and staffing issues that surround a 24 x 7, multi-District operation. Directed and managed to a multimillion dollar operating and capital budget.

Directed, in varying capacities, the efforts of project teams of official and senior staff from the department, the Bank, and the Federal Reserve System. Provided high-level analysis and strategic insight into Federal Reserve Financial Services issues, policies and activities.

Developed, executed and supported all IT planning and operations. Maintained full accountability for the overall strategy of technology acquisition and integration required to process nearly 200 million checks annually. Supervised vendor relationships, performed risk assessments against planned milestones, managed capital expenditures and coordinated external dependencies. Oversaw a $3 million operating and capital budget and 24 multi-tiered professionals. Provided guidance and mentoring to staff in both their personal and professional development.

B.S., Computer Science

M.A., Business Administration

Bachelor Of Science - Bs, Computer Science