Michael D. W. Email & Phone Number

Morrisville, Nc, Us

Web Product Manager for WW B2C Performance, Operations, and MarTech stack implementation for global Lenovo.com eCommerce Web sites.Partner with ISVs to integrate and optimize third-party features, functions, and capabilities to enhance customer experience, improve performance, drive revenue growth, and establish mutually beneficial ecosystems for customer and business success.Established Business Management System and drove initiatives to monitor, report, and improve web page speed performance. Standardized KPIs around Google Core Web Vitals and Lighthouse metrics. Partnered with global web merchandising, web production, marketing, 3rd party, analytics, CX, UX and SEO teams to drive customer satisfaction and loyalty, minimize bounce rates, improve conversion rates, and drive revenue. https://www.lenovo.com#lenovoinnovators #WeAreLenovo #thinkpad #laptops #x1carbon #legion #yoga #chromebook #computer #motorola #smartphone #moto #razr #android #GenerativeAI #aiinnovators #LenovoTechWorld

Partner with us. We connect with the best and brightest to build and manage corporate alliances, online communities, networks, and ecosystems around products, technologies & services.Founded IBM Wild Ducks and Watson Advocates LinkedIn groups for "get connected" networking, communication, and thought leadership. Founded Facebook “Earth” as a point of light to promote leadership and positive messages to the world.We promote corporate social responsibility, innovation, & technology for the greater good. #goodtech #techforgood #aiethics #teamearth

Toronto, Ontario, Ca

Provided leadership, governance, and oversight for all technology support, operational processes, and third-party supplier partnerships, focusing on stabilization, optimization, and automation.Implemented IT Service Management (ITSM) governance processes for incident, release, and change management to ensure production stability, risk management, and performance.Managed 13 FinTech third-party supplier relationships, ensuring seamless communication, comprehensive testing, timely support, and rigorous audit controls for all weekly change requests, maintenance tasks, and MTP releases across 53 banking applications, DevOps and CI/CD pipelines.Enriched client experience by implementing leading edge technology & online digital ecosystems for U.S. Bank Accounts, Credit Cards, Mortgages, and Loans.

New York, Ny, Us

Managed portfolio of 170 FinTech applications for Tier 1 program, overseeing a $4M annual development budget. Prioritized backlog of product feature/function enhancements & business requests.Lead extensive onsite/offshore IT vendor team for end-to-end ITSM service requests, covering software development, QA testing, production management, day-to-day and operational/EOL services.Delivered an IBM Mainframe Software TCO reduction project, migrating 2,685 jobs for 64 mainframe applications, reducing software licensing costs and contributing to a $5M annual enterprise-wide savings.Migrated to Salesforce.com, delivering a cloud-based CRM for account management, resulting in $126K annual savings by decommissioning SalesTrac. Developed SharePoint site for project/request intake, capacity/demand tracking, release schedules, post-mortem break/fix RCA analysis, metrics, and document/file sharing. #collaboration #agile #sdlc

Armonk, New York, Ny, Us

Utilized Business Intelligence reports and proactive account reviews to predict, discover, and resolve product quality problems, customer pain points, service and CSAT issues for global IBM Large Enterprise B2B accounts (banks, railroads, retail, financial services, airlines, energy, government, telecom). IBM Means Service. Provided the best possible service to our customers. Lead project to create and manage a Social Media community for senior IBM executive communications. Implemented blogging series across 10 VP teams, designed to provide guidance and thought leadership in delivering a superior client experience and world-class systems. Created quarterly SVP newsletter. Solicited and maintained a pipeline of compelling "win" stories. Drove membership to 40K+ followers.

Armonk, New York, Ny, Us

Web Product Manager / PDTL. Launched IBM Systems eSupport web site on ibm.com to provide self-help for server and storage products (System x, BladeCenter). Lead global web production team to build, manage, and deliver technical support content, eService, and product improvements (acquired by Lenovo).Knowledge of web production management, customer support, eService, and experience with common web site functionality including: navigation, search, SEO, usability, UX, integrated applications, knowledge base, self-service, dashboards, downloads, taxonomy, communities, CX, feedback, metrics, and more. https://www.ibm.com/systems/support --> became:https://datacentersupport.lenovo.com andhttps://www.ibm.com/it-infrastructure

Armonk, New York, Ny, Us

Web content management and delivery services. Lead global web production team to create, manage, and deliver technical support content on ibm.com. This included product information, installation, how to, configuration, troubleshooting, user's guides, and file downloads. Provided world-class web site and deliverables across multiple digital channels for IBM PC Company (acquired by Lenovo).https://www.ibm.com/pc/support --> became:https://support.lenovo.com

Armonk, New York, Ny, Us

Partnered with IBM Watson Research and Product Owner SMEs to create KBS systems to help customers and technical support agents solve complex problems with IBM products.Delivered online AI tools and intelligent self-service; including InfoDB, RICK tool integrated with HelpCenter Call Management System, and Online Assistant KBS tool integrated with ibm.com web site.Trained AI/ML model and developed Case-Based Reasoning (CBR) algorithms using Inference CBR Express and CasePoint, for expert KBS knowledge-based system. Inference acquired by eGain in 2000.https://www.ibm.com/mysupport/s/

Armonk, New York, Ny, Us

Marketing, Software Development, Tech Support.◉ Developed CMS database application to capture sales leads, deliver marketing collateral, and support Paid Marketing campaigns (e.g. PCMag) for Product Information Center. Owned IBM product registration database and SQL to target Direct Mail marketing campaigns. Delivered catalogs and flyers to increase brand awareness, generate leads, and drive sales for upgrades and new product offerings.◉ Presented IBM Storyboard Live! as product spokesperson at COMDEX tradeshow, spring 1991. (COMDEX replaced by CES tech trade show)◉ Created OmniBase KBS tool for IBM ThinkPad and PC support at IBM HelpCenter. Helped clients install, setup/configure, use, troubleshoot, and upgrade their IBM products. OmniBase: Worth Looking Into.