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.
• 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.
• Manages implementation of new service opportunities requested by clients.

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.
• 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.
• 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

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

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.)

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

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.
• 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

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.
• 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..
• 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

• 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