Michael Derocher Email & Phone Number

Savage, Md

My State Farm agency opened on July 1, 2015!

Herndon, Va

 Perform annual and ad hoc reviews of policy documents including Requirements, Process, Procedure, Work Instructions, and Job Aids, to ensure the documents are up-to-date, relevant, and meet all the requirements of the client’s service level agreements.  Collaborate and consult with the Service Management process owners/managers and respective staffs, to develop and implement new and updated policy and procedural guidelines to achieve desired performance levels. Coordinate projects that support continual service improvement efforts. Frequently contribute to the development of new ideas and quality improvement methods.  Work with Information Security group to ensure that baseline documents are compliant with regards to security standards, and ensure that security standard documents are up-to-date and available to staff. Conduct ISO 20000: 2011 internal compliance audits to evaluate the efficiency and efficacy of current processes. Write audit reports and corrective action plans and follow-up with process owners to ensure that plans are carried out and completed.

 Initially evaluated the current business practices of the help desk and made formal recommendations to improve process flow, human resource utilization, and steps to improve accountability and customer service. All recommendations were implemented resulting in improved productivity and increased customer service. Retrained (8) help desk and (2) management staff in best practices for service ticket system utilization using ConnectWise, and proper workflow processes, which almost immediately led to a decrease in customer complaints and improved moral. Authored procedure documents as part of the training on workflow processes. Set up (5) new project templates to improve the efficiency of project set up and instructed users how to use the templates to manage projects. Improved company profits by approximately $3,500/month through the exposure of monthly services that were not previously invoiced. Constructed a database that allowed visibility into client profiles that could be cross referenced with monthly invoicing, resulting in increased revenue through accurate billing.

 Trained and managed a team of (12) Network Administrators whose primary responsibilities were to maintain or repair network hardware, troubleshoot network issues, and provide desktop support remotely and desk side.  Established a system for the procurement of hardware and software for clients and ensured that the orders are received and disseminated accurately and produced approximately $50k in new annual revenue. Built and maintained personal client relationships though after-service follow ups, regular communications, and resulted in superior customer service.  Restructured support team resulting in quarterly profit increase of 12% within three months. Improved customer satisfaction levels through improved communication and implementation of standard operating procedures using ITIL techniques and best practices.

 Authored and managed website projects including an online Interactive Organization Chart, the NASA Knowledge Sharing website, an Online Registration system for clients and speakers to register for various NASA APPL meetings as well as other NASA related support websites all supporting the NASA APPL Knowledge Management initiative..  Authored and maintained web based intranet Virtual Help Desk, a system to report internal network or pc problems to IT Staff.  Maintained large database for ASK Magazine hardcopy mailings, as well as Knowledge Sharing Database and an electronic Photo and Biography library/archive.  Served as Editorial Assistant for ASK Magazine (a NASA APPL publication).  Managed Online Content Manager for the online addition of ASK Magazine..

 Administer National Institute on Drug Abuse, Clinical Trials Network database.  Organize and monitor approximately forty weekly, bi-weekly and monthly conference calls as well as maintaining all group lists to ensure proper operation of each call as well.  Originate Excel spreadsheets, Word documents and PowerPoint presentations as directed by client to accomplish various tasks. Led team responsible for the content management of the Clinical Trials Network website.  Created a large database (CMS) that enabled the Clinical Trials Network to track committees, conference calls, and contact information for all network participants. Conceptualized and coded a Network Monitoring System, an interactive intranet problem reporting tool.

Information Systems Management

Certificate, Web Development

Obtained Web Developer Certificate with CEU credits.