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.
• 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.
• 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.

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.

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.

• 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.
• 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.
• Designed and implemented hotel-based wireless networks for public and private Internet access.

• 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.
• 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.