Douglas Michael Email & Phone Number

Charlotte, Nc, Us

San Jose, Ca, Us

San Jose, Ca, Us

San Jose, Ca, Us

Ownership the Crisis Management process and maintains, designs and improves the process as necessary to achieve the objectives of the business.Responsibilities:Accountable for the overall quality of the process and oversees the management of and compliance with the procedures, data models, policies, and technologies associated with the processOwns the process and supporting documentation for the process from a strategic and tactical perspectiveApproves all changes to the process and development of process improvement plansDefines policies for the organization regarding the processEnsures that the process is fit for purposeProcess DesignProcess ImprovementAccountable for the overall process efficiency and effectivenessEnsures alignment of Key Performance Indicators (KPIs) to Critical Success Factors (CSFs) and that these objectives are realizedEnsure the design of the Crisis Management process aligns with the business and industry best practicesWorks with the Process Owner for Incident Management to ensure both processes work in conjunction with each other Promote and reinforce adherence to the process and policies associated with both Incident Management and Crisis ManagementWorks in conjunction with Continual Service Improvement (CSI)

Basking Ridge, Nj, Us

Description: Responsible for strategic and operational management of three Network Operations Centers, Wells Fargo, Citibank and National Grid. Lead supervision of an 80-member team. - Work Excellence: Promoted internally from previous position in recognition of outstanding performance. - Innovation: Lead development of strategic marketing and implementation for new product and service offerings. - Analytical: Drive operational results by utilizing metrics reports and maintaining quality-control records to ensure continuous improvement. - Leadership: In charge of all budget and staffing decisions as supervisor of six team managers with oversight of 12 large financial customers that account for more than 35 networks consisting of more than 8,000 managed devices/circuits. - Capable: Executed ISO9000 initiative for a Network Operations Center and designed it around ITIL practices. - Problem Solving: Quickly and effectively address customer challenges. - Organized: Oversaw Frame Relay to MPLS conversion for Citifinancial that including 2,400 locations. - Goal Oriented: Met all SLA targets each year, reducing SLA penalty payments by 10 percent. - Cost Conscious: Utilized outsourcing to reduce overtime, shift premiums and cost of business by 20 percent. - Process Progress: Reduced repeat failures by 20 percent, resulting in cost savings for company and clients. Internet URL: www.verizon.com

Basking Ridge, Nj, Us

Description: Maintained operational management of networks for 12 financial institutions and led a global team of 28 engineers. - Varied Expertise: Oversaw all engagement for MPLS, VOIP, DWDM, Frame Relay, ATM and IPT Telephony. - Team Work: Effectively managed team to ensure a unified approach that provided seamless customer support. - Customer Service: Regularly met with customers to address concerns and expectations and explain service processes. - Streamlining Vision: Reduced costs 15 percent by consolidating tasks and eliminating duplicate positions. - Employee Development: Produced employee training program. Internet URL: www.verizon.com

Led a team of field technicians, including scheduling, planning work and equitable division of labor. - Management: Set objectives, assessed performance, developed performance-improvement plans, mentored talent and recommended disciplinary action as necessary to elicit peak overall output. - Employee Development: Created training curricula based on customer-service feedback. - Logistical Control: Reduced operational costs by 4 percent each year and increased productivity 12 percent while in the department. - Inventive: Developed a smartphone application to eliminate the need for laptops in the field. - Effective: Completed 10,000-site analog-to-digital conversion project two months ahead of schedule. - Large-Scale Projects: Kept track of 10,000 lines to successfully complete New York State POTS-to-Centrex conversion. Internet URL: www.verizon.com

Responsible for logistical support for field operations, including daily productivity reports, budgeting, governance meetings with suppliers and staffing decisions. - Collaboration: Attended in-house cross-functional meetings to improve operational effectiveness. - Communications: Developed Customer Service Training for Field Technicians Core Competencies. - Judicious: Handled second-step labor grievances with union. Internet URL: www.verizon.com

Led staff of 20 field technicians in installation and maintenance for small-to-medium-sized business customers of POTS, Centrex and ISDN lines. Industrious: Internally promoted from previous position after exhibiting excellent abilities. Internet URL: www.verizon.com. Led disaster recovery team after 9/11 attacks.

Installed and maintained POTS, Centrex and ISDN lines. Internet URL: www.verizon.com