Michael Blanco Email & Phone Number

Orlando, FL, US

Weston, Florida, United States

• UKG was formed by the merger of Ultimate Software Group and Kronos. Elevated to a leadership role overseeing a team of 12-20 software engineers, site reliability engineers, and Tier 3 technical support representatives.
• Practiced Scrum principles to ensure high deployment frequency and on-time delivery, leveraging team strengths and strategic resource allocation.
• Collaborated with Product Managers to shape and execute 3–6-month roadmaps.
• Proactively identify potential risks, developing mitigation strategies to minimize project disruptions, reduce toil, and improve end user experience.
• Improved upon existing change management process to reduce time to deploy product updates.
• Lead a team of 3 engineers to migrate our SSO solution from private to GCP public cloud.

Orlando, Florida, United States

• Managed Tier 3 and 4 support escalations for the Human Capital Management product suite, emphasizing customer advocacy and engagement. Addressed and documented complex issues swiftly, significantly improving resolution.
• Created a team of 8 senior level technical support engineers that reduced support issues from reaching software engineering teams by 40%, creating bandwidth for software engineering teams to deliver new product features
• Conducted daily stand-up meetings to ensure adherence to SLA and SLO terms, reducing resolution times by 50% from 10 to 5 business days.
• Collaborated with software engineering teams on improving application performance and resilience.
• Regularly interfaced with customers to resolve complex issues, enhancing overall customer satisfaction scores.
• Developed an intake form for Sales Teams to submit special customer support requests, enhancing loyalty and retention by prioritizing these alongside regular inquiries.

Orlando, Florida, United States

• Led a team in constructing new capabilities and maintaining features within the UKG public and private Human Capital Software Cloud platform. Collaborated with development engineers to enhance user experience and.
• Provided Microsoft ADFS subject matter expertise, implementing inbound and outbound single sign-on options to enhance payroll system security.
• Configured monitoring and alerting solutions to address issues before customer support tickets were generated.
• Led 'war room' meetings to address critical revenue-impacting issues, resulting in a 30% reduction in incident resolution time.
• Implemented RCA processes to prevent recurring issues resulting in a 50% reduction in ticket resolution time.
• Presented solutions to senior leadership, successfully lobbying for the removal of role-based IP filtering, significantly improving user experience and reducing support ticket submissions by 10%.

Had accountability for the deployment of services and configuration of systems prior to handover to customer-facing teams. I diligently identified and addressed environmental issues to preemptively mitigate downstream customer issues.

Was responsible for providing high quality support to Ultimate Software HR Payroll system customers, while utilizing outstanding customer service skills and techniques that promoted customer satisfaction and retention. Provided sharp analysis, problem-determination, and troubleshooting skills.

Was the initial point of contact for users and customers seeking assistance. Would receive incoming support requests through various channels such as phone calls, emails, live chats and support tickets. Supported basic and common technical issues and would frequently be pulled into conversations with our most difficult and hostile customers to diffuse.