Donald Michaud, Mba, Lss-Bb Email & Phone Number

Grand Rapids, Michigan, Us

Cherry Health, a federally qualified community health provider with a $65 million annual budget, provides medical, dental, vision, and mental health services to over 65,000 patients annually at 25 Cherry Health locations and 7 partnership locations. • Saved Cherry Health almost $1M in my first two years by restructuring contracts, auditing expenses, consolidating redundant endpoint apps/services, and providing better vendor management. • Reporting to the CIO, managed the IT systems, promoted automation/efficiencies, and built strong policies, processes, and procedures that promotes an excellent customer experience. Also responsible for the integrity of our data security, both in the cloud and on-premises. • Motivated my team and collaborated with other departments to provide our internal and external customers a first-class experience. Oversaw several contact center groups (IT Service Desk, Central Registration Contact Center) that serviced both internal and external customers. • Oversaw the budgets, staffing, IT hardware/software procurement, inventory management, software applications (EHR, endpoint apps, etc.), data center, voice/data network, information security, and more. This includes the oversight, management, and compliance of all automated data processing systems.

(Offered career-advancing opportunity.)Identified and managed assignments for major clients. Performed analysis and managed areas of technology, operations, finance, production, warehouse, supply chain, contact centers, and website development. - Essentially functioned as a virtual CIO in serval contracting roles. - Business coaching; business development. - Contract negotiations; resolved complex issues. - Planned and led business and technology implementations and process improvements. - Designed and implemented full turnkey websites. - Saved clients money ranging from $100K to $3.5M in various ways including process improvement, vendor management, overhead reduction, and/or contract negotiations. PROJECTS: • Conveyability (2012 – 2021; “IT Director; vCIO”) • ISERV Company (2015 – 2016; “Director of Engineering Services; vCIO”) • Johnson Controls Inc. (Automotive Tier 1 Supplier, 2011 – 2012; “Senior Program Manager”) • Spectrum Health (2009 – 2011; “IT Business Liaison / Senior IT Project Manager”) • GE Aviation (2007 – 2009; “IT Manager/Asset Management Director”) • Accident Fund Insurance (2006 – 2007; “Senior IT Project Manager”) • Charter Communications (2003 – 2006; “IT Director”) • Delta Dental Insurance (2002 – 2003; “IT Manager”) • Pfizer (2001 – 2002; “IT Project Manager”)

Cincinnati, Ohio, Us

(Position eliminated due to company merger.)Responsible for the Design, Budgeting, Implementation, and Management of Corporate-wide Technology Projects for a large Regional financial organization. Supervised staff of 8.• Successfully carried out design, conversion, and implementation of new $2M Avaya centralized voice mail network, supporting 12 regions and 8,000 users across 4 states, under budget and on time.• Established Business Intelligence practices (Executive Dashboards) for both real-time and historical monitoring health of technology infrastructure. • Lead RFP writer and key player in design of MAN to support voice and data applications.• Designed and lead the installation of a Phonetics voice recognition dialer for automated “look-up and transfers”, providing an annual savings of over $50,000 (54%) while handling over 150,000 calls. This project provided a ROI of less than 12 months.• Managed all budgets and related software development and computer network projects, including all appropriate testing before launch.

Us

(RCI Travel Division. Position eliminated due to company site closing.)Oversaw technology operations for 4 regional contact centers for a large “membership only” travel company. Increased profitability and performance levels. Supervised staff of 8.• Introduced process and technology improvements to maximize productivity and profitability. Directed Y2K compliance, disaster recovery and avoidance, and call flow operations projects.• Established Business Intelligence practices (Executive Dashboards) for both real-time and historical monitoring of technology and resource allocations. • Managed annual budgets in excess of $5M, along with CAPEX (Capital Expenditure) requests.• Saved over $1M per year by identifying billing discrepancies and managing vendor agreements. • Cut an additional $1M per year by building strategic relationship with suppliers and partners.

Holland, Mi, Us

(Offered career-advancing opportunity.)Directed business and technology operations for start-up company specializing in public emergency communications equipment in vandal-resistant housings. Oversaw R&D, Supply Chain operations, P&L, and production scheduling. Administered multi-million-dollar budget. Managed client relations, contracts, and technology project management. Supervised staff of 15.• Grew business to more than $15M per year in less than 4 years.• Responsible for design and QA of entire product line from concept to production.• Increased customer satisfaction through improved service levels and quality.• Implemented Lean Six Sigma principles for production, purchasing, and inventory control.• Actively involved in company’s successful ISO 9001 certification.

Black Belt, Lean Six Sigma

Mba, Computer Science / Management Information Systems

Bs, Operations And Systems Management