Jason Michaud, Mba Email & Phone Number

Rancho Mirage, Ca

Manages and leads the IT Help Desk operations and staff to ensure that customers receive quality support with a high degree of customer satisfaction, technical expertise, and timeliness for all support requests. Operates, Administers, and controls the Help Desk system (Jira and Confluence) to provide high quality and effective work flows.As PMO Manager, will have primary responsibility for the development, implementation and maintenance of the best practice methodologies, processes and… Show more Manages and leads the IT Help Desk operations and staff to ensure that customers receive quality support with a high degree of customer satisfaction, technical expertise, and timeliness for all support requests. Operates, Administers, and controls the Help Desk system (Jira and Confluence) to provide high quality and effective work flows.As PMO Manager, will have primary responsibility for the development, implementation and maintenance of the best practice methodologies, processes and toolsets for effective project and project portfolio management. Show less

Rancho Mirage, Ca

Manages and leads the IT Help Desk operations and staff to ensure that internal customers receive quality support with a high degree of customer satisfaction, technical expertise, and timeliness for all support requests. Operatesand controls the Help Desk system software to provide high quality and effective work flows.

Rancho Mirage, Ca

Provided first-level technical support for all IT infrastructure issues while supporting 2200+ employees that use over 2100+ computers. Responsible for troubleshooting both software and hardware related incidents as well as incidents from clinical and non-clinical areas. • Achieved the highest level of productivity ratings for all of the Help Desk Team, handling on average 600+ support requests per month and taking between 40 to 60 calls per day over the last 4 month period• Attained… Show more Provided first-level technical support for all IT infrastructure issues while supporting 2200+ employees that use over 2100+ computers. Responsible for troubleshooting both software and hardware related incidents as well as incidents from clinical and non-clinical areas. • Achieved the highest level of productivity ratings for all of the Help Desk Team, handling on average 600+ support requests per month and taking between 40 to 60 calls per day over the last 4 month period• Attained an average score of 4.9 out of 5.0 on all returned surveys with an average first-level completion rate of 63% for the last 4 months• Created and compiled 7 Crystal Reports that are used to communicate various aspects of the Support Requests from summarizing survey comments to calculating costs associated with support requests submitted• Developed and implemented communication tools intended to enhance Help Desk efficiency ranging from a monthly Best Practice document to an Irritant and Issue Tracker that is used to track all incidents related to Help Desk support Show less

Palm Springs, Ca

* Fundaising support* Software support * Developing various tools that will increase efficiency and structure* Customer Relations and Information Services support

San Jose, Ca

Training & Communications Coordinator, Cisco SystemsCoordinated all of the training needs for a global Commerce Transformation project with a strategic goal to optimize how the client sells its services and products directly in emerging markets.• Researched and managed over 150 impacts of the project which led to the creation of the training needs assessments that spanned across 2 project releases• Managed the design and development of 2 core training modules that led to the… Show more Training & Communications Coordinator, Cisco SystemsCoordinated all of the training needs for a global Commerce Transformation project with a strategic goal to optimize how the client sells its services and products directly in emerging markets.• Researched and managed over 150 impacts of the project which led to the creation of the training needs assessments that spanned across 2 project releases• Managed the design and development of 2 core training modules that led to the successful release to 10 training teams for their training curriculum needs• Coordinated the training needs assessments, work plans, and impact review sessions for the project which successfully supported each of the client’s 12 functional organization• Designed and developed the training curriculum and outlines for 15 training modules that supported the training needs for over 50,000 stakeholders in 12 different functional organizations• Created and successfully deployed the overall communications strategies and plans for over 20 different functional organizations• Provided updates to newsletters and managed the internal web site and wiki page which successfully added to the Communications Team’s success• Managed a major update to the project’s wiki that included a building a reusable structure and project templates for future Wiki sites that resulted in an increased user activity of the project’s wiki Show less

San Francisco, Ca

* Change Management Consulting* Communication Planning* Training Coordination* Marketing Consulting* CRM Skills* Salesforce.com Administrator* Unica Affinium Campaign* SAP Work Management

Redmond, Wa

Marketing Campaign and Process Analyst, AT&T WirelessProvided Marketing Management support for a significant marketing transformation at AT&T wireless where Marketing Managers were using Unica Affinium Campaign to generate targeted lists.• Audited and compiled reports during flowchart review sessions for 10 high profile marketing campaigns which supported the successful release of the Unica Affinium campaign project• Provided flowchart design guidance to a selected List Manager… Show more Marketing Campaign and Process Analyst, AT&T WirelessProvided Marketing Management support for a significant marketing transformation at AT&T wireless where Marketing Managers were using Unica Affinium Campaign to generate targeted lists.• Audited and compiled reports during flowchart review sessions for 10 high profile marketing campaigns which supported the successful release of the Unica Affinium campaign project• Provided flowchart design guidance to a selected List Manager who was in charge of 2 of the most important marketing campaigns for 2008 that had a target audience of over 500,000 AT&T customers• Reviewed and revised all of the best practice documentation for the Unica Affinium Campaign tool which had been successfully communicated to over 50 AT&T Wireless Campaign List Managers Show less

San Francisco, Ca

Change Management & Communications Consultant, Pacific Gas & ElectricCoordinated change management activities and communications for a large scale business transformation project that included a major update to their SAP Work Management system impacting over 20,000 stakeholders.• Co-led the creation of the change management action plans for 7 regional offices in Northern California which successfully supported each office’s program leadership with the tools necessary for the SAP… Show more Change Management & Communications Consultant, Pacific Gas & ElectricCoordinated change management activities and communications for a large scale business transformation project that included a major update to their SAP Work Management system impacting over 20,000 stakeholders.• Co-led the creation of the change management action plans for 7 regional offices in Northern California which successfully supported each office’s program leadership with the tools necessary for the SAP upgrade• Organized and facilitated 2 Technology Workshops which positively communicated all of the necessary information for the project to almost 500 PG&E Supervisors and Managers• Completed 7 Job Aids that Management used to communicate changes to over 20,000 stakeholders• Provided the organizational skills and tools necessary to mentor and support 3 PG&E Change Managers for their respective project territories Show less

San Francisco, Ca

* Multiple campaigns generated through Salesforce.com which led to over 30% Lead interest rate* Organized and analyzed marketing data for over 400 sales leads for 2 Salesforce.com users* Proposed expaned functionality for Salesforce.com to Sales Director for better usage of Salesforce.com capabilities

San Francisco, Ca

Communicated and extended the company's brand through various marketing activities. Planned and implemented direct marketing programs in a responsible and efficient manner.• Managed outside vendors and internal resources (graphic design, fulfillment, distribution) which led to the successful creation and distribution of numerous consumer marketing materials and sales collateral materials, including brochures, direct mail, newsletters, and Web site content• Collaborated with over 80… Show more Communicated and extended the company's brand through various marketing activities. Planned and implemented direct marketing programs in a responsible and efficient manner.• Managed outside vendors and internal resources (graphic design, fulfillment, distribution) which led to the successful creation and distribution of numerous consumer marketing materials and sales collateral materials, including brochures, direct mail, newsletters, and Web site content• Collaborated with over 80 Television Station Partners to successfully co-brand three mobile e-commerce sites from initial concept to deployment• Led the successful project launch of Salesforce.com, which included the overall design layout, sales methodology, data management, sales reporting, training activities, and system management• Generated monthly revenue and sales reports for the North American Sales Team that were used to communicate to the global organization• Managed the copy writers and edited their content for the submittal to all collateral materials and public relations activities, including newsletter articles and brochures• Coordinated logistics for distribution of materials with regional sales managers• Represented and coordinated all of the event logistics for the company at industry trade shows and conferences with the successful completion of over 4 events in 2006 Show less

San Francisco, Ca

Responded and provided qualitative reports for customers’ meteorological questions in a 24/7/365 environment. Defended services rendered through meteorological analysis, data mining, and detailed reporting.• Produced technical reports for customers who had voyage performance issues which were used to support the company’s services rendered in the event a vessel owner took the client to court• Created a database of global ocean currents for the successful integration into the end of… Show more Responded and provided qualitative reports for customers’ meteorological questions in a 24/7/365 environment. Defended services rendered through meteorological analysis, data mining, and detailed reporting.• Produced technical reports for customers who had voyage performance issues which were used to support the company’s services rendered in the event a vessel owner took the client to court• Created a database of global ocean currents for the successful integration into the end of voyage reporting• Provided meteorological support for major accounts as well as end of voyage reporting which helped to promote the company’s consulting services Show less

Sunnyvale, Ca

Recommended and advised the most optimum shipping route to protect the safety of shipping vessels, cargo, and crew.• Evaluated the global weather models, satellite imagery, observations, and climatology which supported the goal of servicing at least 300-500 ships per shift, with an average of 100 forecasts• Provided detailed explanations with supportive documentation for all recommendations• Provided efficient customer service for service entry to post voyage support while managing… Show more Recommended and advised the most optimum shipping route to protect the safety of shipping vessels, cargo, and crew.• Evaluated the global weather models, satellite imagery, observations, and climatology which supported the goal of servicing at least 300-500 ships per shift, with an average of 100 forecasts• Provided detailed explanations with supportive documentation for all recommendations• Provided efficient customer service for service entry to post voyage support while managing multiple tasks and facilitating other risk communicators as needed Show less

Mba, Master'S In Business Administration - E-Commerce

Activities and Societies: GPA 3.91 Specialized courses in E-Commerce Master's in Business Administration with a focus in e-Commerce.

B.S., B.A., A.S., Meteorology, Mathematics, Computer Science

Activities and Societies: American Meteorological Society, Sigma Zeta Society Gil Ford Award - Meteorology Department's Award for 2001

A.S., Physical Science

I studied Physical Science.