Mike Hale Email & Phone Number

Redmond, Washington, Us

Currently, I am working as Customer Success Account Manager at Microsoft, where I provide hands-on support and Microsoft Cloud solutions and offerings to help wide range of customers in achieving their digital transformation and realizing business outcomes. I play an instrumental role in driving acceleration of Cloud adoption, from Pilot/MVP to production, for customers’ cloud engagements by providing cross-engagement oversight, resource orchestration, and blocker escalation. I direct complex internal Microsoft technical / sales team, assess performance, evaluate training needs, and conduct training sessions to improve productivity and efficiency. I ensure customer success by efficiently managing program deliveries, cultivating strong customer relationships, and ensuring successful adoption and productive use of Microsoft Cloud technologies. I prioritize customer engagements and programs across cloud and on-premise workloads by collaborating with customers and account teams. Highlights of accomplishment in this role include:• I played an integral role in cultivating and maintaining strong customer and partner relationships by identifying and assessing diversified needs of the customers and providing products and solutions accordingly to surpass expectations. • I ensured client readiness to onboard new technologies by enabling cloud adoption and optimizing cloud solutions.• I contributed efforts towards securing contract renewals by partnering with sellers’ leads, upselling solutions, and delivering exceptional service.• I augmented production-level consumption by driving solution and operational health for prominent and complex customer organizations across the solution and support lifecycle.• I utilized experience as a practitioner of technology across one cloud area from design through operations and within another cloud workload to lead program governance and execution oversight.

Jacksonville, Fl, Us

Throughout my career as Business Strategy Advisor at Black Knight Inc., I improved and enhanced cultural change management and adoption of the Microsoft 365 platform and applications across the Enterprise by developing and implementing overall strategies and business solutions. I explored and documented client needs, researched new technologies and regulations related to system design, and acquired hardware / software to impact multiple platforms, such as SharePoint, Microsoft Teams, Microsoft Power BI, Microsoft Power Automate, Power Apps, and various Office 365 applications. I orchestrated and developed scalable and sustainable business technology solutions for internal and external clients. Highlights of accomplishments in these roles include:• I provided subject matter expertise and product ownership on the implementation of Office 365 for the enterprise, establishing detailed governance and strategy for enterprise usage and management of all Office 365 applications. • I facilitated the migration of all data to Cloud to support the successful implementation of Office 365; achieving a goal to save $20 million, increasing access to tools, and reallocating 20 people to other areas of work within the organization. • I augmented overall efficiency and ensured the quick resolution of complex business process problems by developing, revising, and implementing processes and procedures. • I spearheaded the management and execution of complex projects from conception to completion and final delivery while staying within budgets and stringent deadlines.• I designed and delivered one-on-one and group training to clients and technical support personnel on enhancements, new systems, and procedures. • I designed and developed a program within Power Apps to support the return-to-office initiative post COVID-19 pandemic, which prevented the company from spending $100k on purchasing new application.

Jacksonville, Fl, Us

In this role, I acted as a liaison person between end users and IT organization consultants during ongoing consulting projects. I met and exceeded specific requirements of the client by planning and executing technology business consulting projects. I administered the entire aspects of Office 365 migration for BK Enterprise. I created detailed governance and strategy for Enterprise usage and management of SharePoint and Office 365 applications. I aided clients in creating test plans and test cases to incorporate enhancements to the application and maintain application integrity. I performed number of tests, such as system, integration, readiness, and acceptance tests by leveraging client data and complex information. Highlights of accomplishments in these roles include:• I designed and developed an end-to-end application using SharePoint and automation to efficiently manage the client onboarding process, which resulted in increasing productivity and customer satisfaction, delivering seamless client experience, and reducing onboarding time from three weeks to three days.• I spearheaded the management of successful project to upgrade from SharePoint 2010 to SharePoint 2016, which resulted in optimizing functionality and customer satisfaction; trained over 6k team members on newly implemented application. • I reviewed performance of junior technology business consultants, identified underperforming individuals, and provided training and support to maximize productivity and ensure project success. • I coached clients and technical support team on newly implemented software, enhancements, and procedures via one-on-one and group training sessions. • I identified communication issues and delays in ticket resolution and developed an automated solution to create Team Chat that automatically add all impacted parties in the chat, resulting in reducing turnaround time for resolution from 3 days to 1 day.

Jacksonville, Fl, Us

In this role, I oversaw the responsibility for managing SharePoint architecture, projects, business analysis, and development of SharePoint intranet websites. I upgraded SharePoint from 2010 to 2016 as well as led the development and implementation of SharePoint Governance and served as SharePoint Administrator and Implementation Subject Matter Expert. I managed the whole life cycle of software development, including requirement gathering and analysis, design, development, testing, implementation, and support. I supported the management in delivering training on SharePoint and InfoPath. I managed SharePoint Out of the Box, SharePoint Designer, and Third Party Workflow Solutions. I created and delivered effective presentations and demonstrations on SharePoint. I identified and troubleshot SharePoint errors. I liaised between users and technical groups to analyze business and user needs, define requirement, and develop and implement technology solutions. Highlights of accomplishments in these roles include:• I integrated a tracking for compliance and auditing in SharePoint to generate automated reminders for the compliance team for ensuring on-time processing of all requirements; helping the company to avoid fines of $1 million a day in the case of noncompliance. • I established and implemented the Governance for the usage of Microsoft tools; developed best practices to reduce sprawl and spend, which resulted in saving licensing costs. • I restructured business processes by identifying process inefficiencies and redundancies and implementing improvement initiatives to maximize collaboration and efficiency.• I organized quarterly collaboration workshops with external industry colleagues, such as FMPA, FPL, and OPPD on SharePoint and InfoPath solutions, implementations, and best practices.• I harmonized with internal customers to gather requirements and design, build, and deploy SharePoint solutions to include workflows and InfoPath forms.

Jacksonville, Fl, Us

● SharePoint Developer & Administrator● Effectively implement JEA’s compliance program to meet and track processes to monitor the implementation of compliance activities and effectiveness of compliance evidence to ensure JEA meets regulatory requirements for NERC and FRCC Reliability Standards applicable to JEA.● Track the development of new/revised standards and any action plans JEA develops to ensure compliance with the standards prior to the mandatory enforcement date.● Develop and implement process for tracking and completion of action plans developed to address recommendations from regulators and consultants during audits and/or gap analyses.● Development of Standards of Conduct, Market Manipulation and NERC compliance training. Deploy and track the training to ensure required employees have completed the training.● Six Sigma Yellow Belt

Frankfurt Am Main, Hessen, De

● Main point of point of contact with regional GBS on Securities Operations● Change Management process.● Provides strong management oversight of the offshore team and interaction with the Incident Management and Service Operations teams. ● Single point of escalation for senior stakeholders.● Authorizes changes to the environment.● Service reporting to senior stakeholders.● Service evaluation and implementation of service improvements● Responsible for Services Desk activities within Securities Operations. ● Performs proper escalation management to Business, IT management and vendor: confirm that the right people are working the issues and parties are informed in a timely manner. ● Provides regular client interactions including weekly Production status and monthly service reviews.● Proactively monitors and ensures customer satisfaction, soliciting feedback for service improvement plans.● Communicates IT Production services and tracking against service level agreement with the Business.● Actively pursues service improvements and efficiencies that benefit the end user community without additional cost to business, except where supported by business and IT budgets.● Drives service performance by the support vendor, confirming adherence to SLA and verifying plans exist to address deviations.● Works with the support vendor to refine and improve the standard RTB service model. ● Monitors service performance by Service Operations, confirms adherence to OLA and verifies that plans exist to address deviations.● Works closely with global PM teams and influences regional Production Support needs.● Ensures the production support program complies with all relevant company standards for IT services.● Provides weekly reporting to IT management covering progress against service improvement plans, issues and risks; identify and follow through on communications & dependency actions for the RTB service.

Plano, Tx, Us

Account Manager responsible for managing new and existing distributors, dealers, and nursecall manufacturers within Canada, Central America, South America, and the United States. ● Full autonomy over developing new and existing accounts including end users● Consultative solution based software and hardware sales in Healthcare and Public Safety vertical markets● Accomplished revenue milestone of 1.4M resulting in top sales for 2010● Responsible for delivering training and presentations of the Amcom product suite to customers and prospects● Responded and lead RFP/RFI, price systems and configurations● Oversaw pipeline growth and forecasting with SalesForce CRM.● Oversaw project management of solutions ranging from installation, set-up, verification to post sale support● Expert knowledge in middleware, paging and wireless telephony solutions within the healthcare and public safety markets

Jacksonville, Fl, Us

Highly skilled GIS Technician charged with maintaining JEA's electric and water/sewer infrastructure database by utilizing computer aided mapping/drafting, editing land databases, placing plats, image editing, adding and utilizing data layers etc.● Performed detailed engineering drafting work utilizing computer assisted drafting methods; preparing detailed maps, records and related documents; maintaining Engineering/ Right of Way records.● Completed technical work preparing maps and drawings utilizing intermediate and advanced GIS/CAD tools and software as well as performed technical work in the facilitation of electric, water, sewer or power plant maps and records of an electrical, civil or mechanical nature.

Field Service Engineer recruited to provide technical support and training to internal/external customers. ● Responsible for supporting internal/external customers in an inbound/outbound technical call center team with direct responsibility for resolving customer support issues by phone, e-mail, fax and personal visits.● Managed and coordinated training, development and instructional demonstrations to internal and external customers.

Arlington, Virginia, Us

• Troubleshoot, Maintain, and Repair various types of Military Radio/Communications Security Devices. • Troubleshoot, Test, Maintain, Modify, Operate, and Repair all types of Military Radios and Communications Security/Cryptographic devices.• Perform duties involving the installation, maintenance and modification to single channel and multi-channel electronic systems. • Provide technical assistance, guidance, or training to soldiers.• Provided training to new employees and internal/external clients on technical issues.• Created and taught training classes for various technical and safety related skills

● Troubleshot, tested, maintained, modified, operated, and repaired various types of military radios and communications security/cryptographic devices.● Implemented ISO 9001 and Six Sigma Quality standards.● Created and taught training classes for various technical and safety related skills.

Bachelor Of Science Degree, Communication/Public Relations

Associate Of Arts, Communication/Public Relations

Technical Certification, Electronics Theory And Repair