Michael Leone Email & Phone Number

Boston, Ma, Us

• 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.• Trained and coached IBM Support Engineers and Developers to take on client-facing roles, improving time to resolution by 22% in a single year through use of war-room client web sessions.

• 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.• Regularly troubleshoot Windows and Unix based systems for our clients, many of whom are in the high stress field of Television News Broadcasting.• Create and transmit weather-related graphics for our clients via the internet.

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.