Michael Hopper Email & Phone Number

Boca Raton, Fl, Us

Taastrup, Dk

Account Executive responsible for all aspects of Client Satisfaction, Delivery Excellence and Business Operations. Overall relationship Management between client and Atos. • Responsible for building the long term relationship with clients at the executive level. Directs all client Relationship Management Functions. Overall Delivery responsibilities including projects, steady state operations delivery, IT programs. • Responsible for overall Atos service delivery in the Master Service Agreements and Statements of Work with clients. • Responsible for all operations delivery Service Level Agreement attainment, contracted obligations to clients. • Responsible for day-to-day relationship with clients for all delivery matters and interfacing with the key executives for the contract. Maintains clients' satisfaction through efficient/effective delivery of contracted services and obligations. • Manages implementation of new service opportunities requested by clients. • Responsible for business controls, metric management, and contract administration. • Overall financial management of the agreements to include all P&L and invoicing activities. Owns the administrative and control functions critical to the success of a global outsourcing relationship. Executes all Commercial and contractual agreements to manage consistent service delivery and maintain commercial integrity from all parties involved. Opportunity Management and Strategic design of the account and their IT programs. • Responsible for all account growth and all aspects of client satisfaction.

Des Moines, Iowa, Us

Reported directly to the Bank President. Accountable for technical operations at the new FHLB Des Moines Office in Seattle as well as decommissioning the legacy FHLB Seattle environment.• Managed all Seattle based IT Operations during merger transition• Designed and implemented transition plan to move Seattle based business applications to a new FHLB Des Moines IT infrastructure• Planned and completed the decommissioning of the legacy Seattle Datacenters and office spaces on time and under budget• Terminated all vendor contracts that were associated with Legacy Seattle ITo Negotiated $1.2 million in savings for vendor costs for 2nd half of 2015• Designed, planned, and executed the move of the critical Mortgage (MPP) and Affordable Housing (AHP) applications and historical data to FHLB Des Moines

Reported directly to the Chief Business Technology Officer (CIO). Responsible for strategy, forecasting, organizing, and managing staff and operations to ensure the efficient, stable and secure operation of the Bank’s IT infrastructure and Operations.• Developed and implemented a Strategic IT Infrastructure plan in which the first phase of implementation resulted in $800k saved in the first year and a reduction in number of datacenters from 3 to 2 with full failover for DR• Implemented ITIL based Service Management for delivery of technology including change management which greatly reduced the number of business day outages • Improved customer satisfaction from a score of 3.2 to 4.9 on a scale of 0 to 5• Remediated major compliance finding for deficiencies in IT Infrastructure operations and planning• Completed project to identify new IT Service provider • Directed internal and multiple service provider outsourced teams supporting Infrastructure and Operations. Monitored, analyzed and reported developing trends and best practices related to Infrastructure and Operations• Reviewed and prepared departmental budget and ensured actual costs are in line with the annual Budget Plan. Ensured assigned contracts, maintenance agreements and/or license renewals were current and renewed in a timely manner• Maintained the Bank’s data center leases and sub-lease obligations. Worked with the Chief Business Technology Officer (CIO) to develop the strategic and tactical plans for the Business Technology Office. • Optimized resources to deliver reliable, stable, and cost effective voice and data networks, data center operations, service management, help desk and desktop support• Implemented and maintained all IT Service Level agreements (SLA’s) and Key Performance Indicators (KPI's)

Taastrup, Dk

• Responsible for all Managed Services and Application Management delivered to FHLB Seattle• Accountable for C-Level relationship and communication at FHLB Seattle• Acted as a trusted advisor to the customer for delivery of all IT services• Acted as Liaison between Business and IT and define technical solutions to meet business requirements • P & L responsibility for $30 million account• Implemented Service Improvement Plan for customer experiencing delivery issues• Established Client Engagement Methodology including formal project introduction, creation of statement of work and project management for application implementation and upgrades• Provided management and oversight for all services delivered to customer• Managed Application development teams for all supported bank applications• Managed implementation of new O365 email platform• Managed technical execution for new datacenter as well as new business office move

Taastrup, Dk

• Senior Director for Datacenter Services for Siemens Account North America• Responsible for delivery of Datacenter services to Siemens• Global contact for initiatives involving North American Datacenters• Provide Operational direction and oversight for escalations for Siemens Datacenter issues• 3rd Party vendor Financial/SLA/Operational management• Manage the adherence to processes, key performance indicators (KPI’s), and meeting the objectives of customer’s service level agreements (SLA’s.)• Responsible for overall delivery of Datacenter services to the Siemens customer• Manage incident resolution and communication with Sr. Management• Ensures adherence to operational policies and procedures in compliance with DCS guidelines

Taastrup, Dk

• Oversaw Primary Datacenter Management Services interface to account management and customers• Provided daily operational direction in escalations and oversight in meeting• Directed development of and adherence to processes, key performance indicators (KPI’s), and meeting objectives of customer’s service level agreements (SLA’s.)• Coordinated with Account Team to assure all requests for service were evaluated against existing contractual obligations for incremental revenue opportunities• Coordinated response to and fulfillment of service requests• Ensured customer satisfaction and maintained excellent relationships with customers• Managed incident escalation and communication with PMO’s, Sr. Management team and, where appropriate, customers• Ensured adherence to operational policies and procedures in compliance with DCS guidelines• Evaluated and validated problems; drove problem resolution and RCA• Reviewed customer issues, tactical and strategic initiatives and shared with Datacenter Tower to ensure continued improvement of customer satisfaction and business requirement needs• Managed material condition of datacenters including HVAC and PDU’s• Managed CMDB and Server billing numbers

Taastrup, Dk

Direct Technology Solution Delivery operations to support 10,000+ servers across three main data centers, 11 regional data centers, and various WaMu branches. Serve as primary liaison between overseas network operations center (NOC) and account. Ensured compliance with all SLAs• Managed 100 engineers responsible for server, backup, and SAN Support• Managed 7x24x365 on site support for 3 main data centers• Responsible for server support at 2500+ retail bank branches• Successfully instituted Level 1 support structure for NOC, including formal protocols and procedures• Responsible for transition to JPM Chase management from WaMu after acquisition• Negotiated new server support contract with JPM after transition operations were completed

Taastrup, Dk

Directed Production Operations and Application Support, for Credit Card Division. Supervise three managers and 27 engineers. Oversaw support for NOC and Tivoli Workflow Operations in 24x7x365 environment across two sites. Application support includes Active Directory, Server Monitoring, Payment Processing, and ProphIT call center application • Effectively managed monitoring and support of 1,200 servers, Citrix, IVR, MQ Series, f5 load balancers, domains, imaging backup functions, and engineering changes for domains• Maintained run books for 10,000 batch jobs transferring files between applications and outside vendors• Liaison between Business and IT and define technical solutions to meet the business requirements

Taastrup, Dk

Following acquisition of WaMu account by Siemens, promoted to expand capacity and efficiency of storage and backup department to meet rapid growth. Supervise four managers and 35 engineers across six data centers. Support backup and SAN operations. • Improved efficiency by converting from regional server backups to centrally-managed system• Increased service capabilities by implementing 24x7 rapid response Level 2/3 support structure• Designed support structure to accommodate growth from 1,500 servers to 6,000+ servers• Achieved zero media losses by implementing 24x7x365 service for media management by standardizing tape media management program Enterprise-wide• Maximized backup capabilities by creating outsourcing model for backup operations to accommodate new Siemens contract • Managed 2+ Petrabytes of SAN space on multiple EMC/IBM frames.• Managed backup infrastructure at global data centers in Chicago and San Jose.• Reduced headcount 50% while increasing server count 400% supporting server backups through process improvement.• Lowered error rates 97% through Six Sigma-based quality improvement projects.• Managed SOX and Graham-Leach-Bliley compliance resulting in no repeat findings.

• Oversaw server operations for 17 states, comprising >1,900 servers. Supervised staff of 18 internal personnel and vendor engineers. Developed policies and procedures to support new technologies• Assisted in Design, Implementation and Management of new Datacenter, consisting of 3,000 servers, mainframes, SAN storage and DR solution providing disaster recovery and stability

• Directed server and data center operations for newly-acquired division • Managed data centers in Jacksonville, and San Antonio

• Responsible for Novell, Windows, and Veritas Netbackup

• Responsible for healthcare application support using AS/400, DEC Alpha, RISC 6000 • Applications supported were Cerner and IDX• Implementation of automated reporting infrastructure• Identity and access management for Windows, DEC, AS/400, RISC 6000 platforms

Bachelor Of Science (B.S.), Business Information Systems

Associate’S Degree