Michael Hanson Email & Phone Number

St Petersburg, Florida, US

• Ensures the highest possible levels of customer service by aligning and streamlining IT incident response and problem management with business objectives, committed SLAs, and ITIL best practices. Direct service desk.
• Develop strategy to support the IT Service Desk vision, and provide input into the formulation of the overall IT strategy
• Develop and implement long-term customer service strategies for all systems and applications, supporting business objectives and goals
• Manage third party service providers used in the day-to-day operations function
• Develop and implement ITIL based processes that support strong technology operations
• Oversee the direction and high level activities of the Service Desk team

St Petersburg, Florida, US

Direct operational logistics of the PSCU Service Desk to ensure that employees, credit union members and vendors are receiving best in class service. Responsible for oversight of all procedures related to identification, prioritization, resolution of incidents and service requests as well as monitoring, tracking and coordination of Service Desk.

Satellite Beach, Florida, US

Provide expertise on the role of IT in healthcare, service and support, automation, and AI. Write IT industry articles and white papers on similar topics.

US

• Expertise:
• Strategic and Tactical Planning
• IT Service Management / ITIL Processes (Incident, Problem, Service Request, Business Continuation, Service Improvement, Service Desk, Change Management/eCAB, Configuration Management, Asset Management)
• Agile Processes
• Business Process Transformation with focus on Automation & AI
• Relationship Management

US

• Guide modernization and service-level enhancement initiatives spanning multiple facets of organization. Recruit, hire, and manage local and international team. Participate in regulatory audits (HIPAA and JHACO).
• ITIL: Incident Management, Service Request, Problem Management, Asset Management, Business Continuity, Continual Service Improvement, Financial Management
• Direct and facilitate all hardware asset management and fulfillment processes, IT service management and support operations in the USA, Philippines, India, Australia, United Kingdom, Puerto Rico, and Costa Rica.
• Oversee diverse team of 140+ individuals, recruiting, training, budget, establishing policies and procedures, performance evaluations, procurement, vendor contracts, and employee motivation.
• Effectively administer staff budget exceeding $3.2M and hardware budget of $40M.
• Awarded nationally-recognized HDI Team Excellence award for Optum, Inc. in 2018.

US

• Directed team responsible for software tool development and automation, with a focus on reducing or eliminating effort by technology support operations and improving quality and consistency of data. Advanced multiple.
• ITIL Experience: Incident Management, Service Request, Change Management (eCAB), Problem Management, Continual Service Improvement, Configuration Management
• Earned additional responsibility of oversight for IT service management and support operations teams in the Philippines, including training, application development, knowledge management, reporting, and process.
• Spearheaded and administered Asset Recovery team to eliminate backlog of 24K devices in undetermined status to zero within 18 months; significantly reducing the risk of extensive fines.
• Headed project to recover assets held by terminated employees utilizing workflow automation tools, reducing recovery steps from 22 to complete automation and increasing productivity and accuracy.
• Slashed costs and enhanced service levels on numerous projects through expert renegotiation of vendor contracts.

US

• Worked closely with industry groups to create recommendations on best practices for IT service and support. Benchmarked, analyzed, reported on, and made recommendations for the improvement and growth of the.
• ITIL Experience: Incident Management, Service Request, Problem Management, Service Desk, Change Management, Configuration Management
• One of four senior managers selected to oversee IT service management and support operations in the USA that focused on process improvement, led projects to identify and eliminate non-value-added process steps, voice.
• Partnered with key stakeholders to establish technical direction and derive innovative solutions to engineer reliable, scalable, supportable, and secure solutions for customers.
• Created, executed, and implemented Six Sigma green belt project focused on asset management and inventory optimization, decreasing inventory stock level by 50%.

US

• Inspected the use of technological equipment and software to ensure functionality and efficiency. Purchased efficient and cost-effective technological equipment and software. Devised and established IT policies and.
• Guided and directed IT services, including computing hardware, servers, network, facilities, directed regional managers and teams for all United Health Group offices on the east coast of the USA, from Florida to North.
• Conceptualized, developed, and initiated aggressive internal growth plan projected to add multiple new traditional hub / satellite locations, as well as integrated locations within a strict timeline.

US

• Built energizing and high performing teams. Performed ongoing review of project status and identified risks. Documented project progress including implementation, timelines, deadlines, assignments and objectives..
• Facilitated IT services to all UHG offices in Florida, including computing hardware, servers, network, facilities, and managed local supervisors and teams.
• Accomplished coordination of new site/office from start to operational within two months.
• Coordinated efforts through collaboration with business leadership to build out new office facilities and ensure appropriate technologies were operational.

US

• Provided local office IT support, including computing hardware, servers, network, facilities, and management of local team.
• Coordinated efforts through collaboration with business leadership to build out new office facilities and ensure appropriate technologies were operational.