Michael Murphy Email & Phone Number

Eden Prairie, Mn

Plan, coordinate, and supervise all activities within ITIL Service Management, including the design, development, and implementation of application/infrastructure systems, services, and processes. Responsibilities also include managing a team and Team Leads, establishing goals and objectives, managing performance and deliverables, and developing and mentoring staff.• Partner with Business Sponsors and delivery teams to determine technical feasibility of proposed changes for their business area. • Participate in Technical Service Roadmap strategic planning with business customers, and in the annual operational planning cycle. • Where applicable, ensures that Service Level Agreements are created and systems are stable for turnover to support services. Oversees efforts in working with application/infrastructure support organizations to assist in the hand-off between development and support. • Maintains customer relationship and integration of activities through regular communications with business/Technical Service managers and directors. • Responsible for all aspects of managing the team including; setting goals and objectives, managing performance, developing associates, and staffing. Manages performance utilizing organization’s performance management system, practices and tools; applying them to developing and improving individual, team, and organizational performance. • Maintains an environment where all understand, and are committed to, providing excellent service to internal and external customers.

Eden Prairie, Minnesota

Sr. Operations Service Manager – Key IT Operations resource functioning across IT and non-IT organizations to ensuring production environments are healthy, available, and exceed business needs.• Develop and nurture professional and personal relationships with Senior/Executive VPs in the business.• Liaison between Business Operations and IT Teams, ensuring effective management of production environment.• Demonstrated leadership to integrate business and IT associates into a single ‘team’.• Manage application portfolio and infrastructure platforms deployed into production environment.• Standardized Incident and Change Management processes used by Retail business and IT Shared Services. • Reduce Service Outages (Incident Management).• Drive and coordinate quality change that supports business objectives (Change Management).• Publish IT Operational performance metrics regarding availability and stability of production environment compared to defined Service Level Agreements/Objectives. • Work with Business and IT Operations to bridge gaps between service requirements/expectations and IT service delivery capabilities (Service Level Management).• Responsible for Change Advisory Boards (CAB) meetings to ensure risks and dependencies are reviewed, evaluated and communicated to key stakeholders.

Arden Hills, Minnesota

Responsible for production operations and support of enterprise technical infrastructure.Director, Production Services – Responsible for production operations and support of Enterprise Infrastructure.• Successfully achieved business objectives with an annual budget over $4 million, 5 direct reporting managers, and 72 team members.• Successfully implemented Identity Management solution to support Sarbanes-Oxley compliance.• Responsible for successfully implementing a Disaster Recovery Plan for production environment.• Responsible for managing ITIL Help Desk organization (Incident, Change, and Problem Management processes)• Responsible for 7x24 Data Center production operations.• Conducted quarterly IT Operational performance reviews with business leadership.

Director, Information Systems / Managed Hotel Systems - Responsible for directing and supporting technical infrastructure used by corporate, remote and hotel users worldwide.• Successfully achieved business objectives while managing annual budgets of up to $4 million, capital plans of $10-$12 million, and 15-25 direct reports.• Developed professional ITIL-based Help Desk organizations that provided personalized, customer focused, and one-on-one support for corporate users and hotel personnel.• In 1999, my team was responsible for the successful development and implementation of Carlson’s first hotel branded websites, which was among the first in the industry to offer online reservations. Created a new revenue stream for hotel reservations. As of 2005, over 6% of system-wide hotel reservations (about $400 million) came from these online web sites annually.• Implemented customized sales force automation and lead tracking system in 1995 for 125 domestic and international field Key Account Sales and Hotel Development. The system allowed the company to drive $500 million in new incremental revenue. System also eliminated $1 million in annual operational expense by allowing the company to close remote field offices.• Designed and implemented hotel-based wireless networks for public and private Internet access.• Designed global, IP-based data networks currently being used by over 900 Carlson remote offices and hotels; enabling the deployment of new business services, guest loyalty programs, and reducing company-owned hotel communication expenses by 20%.• Negotiated and managed external vendor contracts and Service Level Agreements.• Designed standard desktop/laptop platform for corporate and remote associates, to reduce support costs and improve system reliability. Also helped develop and deploy a standardized workstation/server platform called Cornerstone, to more than 10,000 workstations and fileservers across the Carlson global enterprise.

Communications Manager – Responsible for technical infrastructure associated with opening and closing remote banks, Mortgage offices and data centers.• Reduced operational expenses by $5 million by implementing an automated software distribution solution to over 1,000 banking locations. Resulted in banks no longer needing dedicated local IT administrator and enabled support from a centralized 7x24 shared operations center.• Managed vendor relationships to insure compliance with contracted service level agreements and client expectations.

Pre-sales support and billable consulting. Specialized in application development on host systems, performance optimization, installation support, DISOSS, network design and installation.

Itil V3 Foundations Certification

Itil V2 Foundations

Activities and Societies: Certified and practiced in ITIL Foundations

Greenbelt, Six Sigma

Activities and Societies: Certified Six Sigma Greenbelt

Ba, Mathematics, Business, Computer Science

Activities and Societies: National Honor Societ, Men's Chorus, Concert Choir, Advanced Applied Mathematics study.BA degree in Mathematics.