Michael Leone Email & Phone Number

• Trusted advisor excelling at uncovering client challenges and pain points, bringing the right resources onboard quickly and resolving roadblocks to success.
• Develop strong relationships with enterprise clients across various industrial sectors including Automotive OEM and Supply Chain, Electronics, and Aerospace
• Assisted with deployment and product transition for over 1000 developers at GE Healthcare for a toolset worth $1.4M.
• Assisted with modernization from legacy tools to new tools leading to revenue of over $1M within the next 12 months.
• Engage closely with client executive sponsors and stakeholders to identify and clarify their specific needs and grow their business through the use of IBM tools.
• Advocate for my clients with IBM Development to drive Requests for Enhancement important to my clients.

• Engage IBM Executives & Development Management to clarify and resolve client technical challenges and explain RFEs for upcoming releases.
• Responsible for the on-boarding and mentoring of new IBM Customer Success Managers
• Selected to provide Problem-Solving education initiative within Support teams which resulted in year-to-year drop in overall Client Critical Situations since 2015
• Chosen by executive management to train other business unit project offices in proper use of our critical situation database.
• Design and lead specialized action plans involving Client and IBM stakeholders to bring critical situations to resolution, resulting in saved revenue totaling over $200M since Q1 2016
• Created customized reporting database & dashboard to improve visibility of client situations to IBM Executive team, resulting in streamline of reporting process and faster executive briefings.

• Provide training and coaching of Kepner-Tregoe Problem Solving techniques to IBM Support Engineers resulting in an overall drop in Time-to-Resolution and a time cost savings to IBM of approx. $8M over a two year period.
• Implemented a new-hire training of process focusing on time management skills, soft skills, and problem-solving techniques which reduced new-hire readiness time by 50%.
• Created and facilitated IBM “Train-the Trainer” courses geared towards developing new technical leaders within IBM which also reduced client training costs and accelerated tool deployments.

• Responsible for continuous improvement of the teams regarding client communications, technical communications and tooling.
• Worked across all industries in IBM business units to foster better communication.
• Provided direct technical support to designated clients for their system engineering tools from 2006-2010, with a role as a critical escalations engineer from 2008-2010.

• Responsible for the well being of the Windows and Unix based PC’s within my department.
• Provide hardware/software customer support to various clients around the country and world.
• Have become the “go-to” person for various departments when they need hardware or software related assistance, upgrades, or repairs.
• Responsible for training fellow employees
• Wrote and utilized Windows batch applications for time saving purposes.
• Researched and budgeted PC overhaul for my department, including purchase and construction of new PCs.

Lexington, MA

• Created a unique system for sending weather information to clients via fax server.
• Responsible for the upkeep of departmental computer systems
• Wrote time-saving Unix and DOS based programs and batch files for various departments.
• Worked extensively with clients in the News Radio Broadcast field.