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 activities, facilitate timely resolution of incidents and requests, and oversee the formation and execution of IT customer service strategies for current systems and services. Provides oversight for IT Customer Service, Incident and Problem Management, Communication Services, and IT Help Desk support areas. Essential functions include:• 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• Partner with Implementations and Service Delivery teams in the delivery of and support of systems and services• Manage budget for department/projects, including forecasting needs, tracking costs, investigating variances, making corrections, etc.• Work closely with the IT Leadership team to influence improvements to IT application and system performance and availability• Develop and maintain productive relationships with business departments and clients across the enterprise; Drive strategic partnerships with key vendors and partners• Provide direction and leadership to area staff; guide and coach staff in the completion of their day-to-day responsibilities and ensure that established policies and procedures are followed• Handle interviewing, hiring, promotions, transfers, training, motivating, and retaining top talent to maintain a high-performing 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 functions.Responsible for evaluating work effectiveness, plan team activities, partner with talent acquisition team to recruit, hire and develop strategies for meeting departmental objectives. Perform performance management, staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. Responsible for identifying continuous improvement areas and executing initiatives to achieve goals. Develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions.Strategy & Planning- Develop Service Level Agreements (SLAs) to establish resolution expectations and timeframes.- Identify and Drive Continuous Improvement efforts.- Assist with developing major incident management policies and procedures.- Analyze performance of Service Desk activities and documented resolutions.- Identify problem areas, and devise and deliver solutions to enhance quality of service.Operational Management- Manage the processing of incoming requests to the Service Desk to ensure courteous, timely and effective resolution of issues.- Develop and enforce escalation policies and procedures.- Oversee the development, management and communication of a Service Desk knowledge base.- Monitor, track and analyze incident and request trends while anticipating potential problems for proactive resolution.- Recommend end user training guides to educate and empower self-service resolution.- Oversee the development, implementation and administration of service desk staff training procedures

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• Regulatory Compliance• Full Life Cycle Project Management• Logistics and Fulfillment• Process Redesign / Change Management • Staff Training and Teambuilding • Asset Management • Management Development Programs• Exceeding Service-level Agreements• Cross-Team Collaboration• IT Service and Operations Management• Recruiting and Staffing Initiatives• Performance Management• Business Continuation / Disaster RecoveryHighlights of my qualifications and background:• A focal point of my career has been building and managing support teams, including service desks, 2nd level, desktop, and executive support teams. I am HDI certified for Service Desk management, with experience leading Knowledge Management and Training teams. Strong understanding of support team metrics, reporting, and surveying (CSat, Net Promoter, etc.).• Analytical and highly adaptable with extensive experience developing, deploying and evaluating systems aimed at improving quality and efficiency. Extensive experience with continuous improvement tools such as process mapping, value stream mapping, brainstorming, focus groups, Minitab, and others. • Highly skilled in working with peers and leadership to align customer needs with long-term resolutions to complex challenges. ITIL certified with real-world experience and a track record of success.• Accomplished communicator skilled in building and strengthening relationships across functions to drive cohesive, strategic operations. I have published over 20 articles and papers dealing with service and support.

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), successfully providing the business with the requirements around the safety and security of IT assets and data.• 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.• Head multiple process improvement projects to streamline and enhance operations, resulting in reducing costs by $6M utilizing Six Sigma principles. • Successfully guide and supervise global hardware asset management, including forecasting, procurement, warehousing, PC build and imaging, peripherals, IP Phones configuration and management, Thin Client configuration and management, Mobile Device Management, asset fulfillment, and recovery of aged or unused computer hardware. • Collaborate with global operations in India and the Philippines to develop and align common practices for hardware asset management metrics and processes globally to minimize organization risk.• Decrease shipping costs by 1M+ annually through implementation of Shipping Process Review and execution of new process.• Reduce spending by $7M for two years through instituting plan to repurpose compatible parts for HP laptops.

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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 significant software and operating system migrations initiatives by providing support via workflow automation, process mapping, and documentation.• 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 management for service and support operations and created asset recovery team.• 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.

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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 organization’s infrastructure and applications.• 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 customer focus groups concerns, and rework service and support processes. • 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%.

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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 systems to support the implementation of strategies set by upper management. • 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 Carolina.• 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.

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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. Interfaced with team members, stakeholders and management to anticipate and manage changes to projects, such as technical requirements, business requirements and schedule.• 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.

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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.