Michael Owens Email & Phone Number

Bonn Area, Germany

• Lead and oversee the IT department, managing a team of skilled professionals.• Foster collaboration, mentorship, and professional growth within the team.• Delegate tasks, set performance goals, and conduct regular performance evaluations.• Collaborate with external vendors, contractors, and programmers.• Evaluate and select external partners for specific projects.• Ensure seamless communication and alignment between in-house and external teams.• Develop and manage the IT budget, considering hardware, software, licenses, and infrastructure costs.• Monitor expenses, identify cost-saving opportunities, and optimize resource allocation.• Align budgetary decisions with organizational goals and priorities.• Design and maintain an efficient IT organizational structure.• Define roles, responsibilities, and reporting lines within the department.• Streamline processes, workflows, and communication channels.• Assess the suitability of Microsoft Business Central for the organization’s financial and operational needs.• Oversee the implementation process, including customization, integration, and user training.• Leverage Business Central’s features for financial management, supply chain, and business intelligence.• Evaluate the potential of Microsoft Power Platform (Power Apps, Power Automate, Power BI) for process automation, data analytics, and reporting.• Lead the adoption of Power Platform across departments.• Collaborate with business stakeholders to identify use cases and drive successful implementations.

Bonn

• Strategic and operational leadership of a 26-member professional services team and IT support organization • Establishment of a managed services portfolio including cloud services and IT outsourcing • Project management and project control for customer projects in the context of IT infrastructure expansion/renewal • Project management and control of an international ERP project • Establish and manage SLAs with customers and service providers• Development and management of training measures for employees • Planning and management of data center operations for Managed Services Portfolio • Establishment of an IT service desk for existing and new customers • Introduction of ITSM standards in the context of managed services and service desk operations • Introduction of ITSM standards in the context of managed services and service desk operations • Supporting sales in contract and SLA management

Bonn Area, Germany

Frankfurt Am Main Area, Germany

• Management and budgeting responsibility for a multi-lingual team of software support specialists located throughout Europe and Israel• Management of SLA and KPI metrics for partners and service providers in EMEA and Israel • Project management for multiple cross-departmental projects • Developed and implemented a world-wide after hours support program• Organized, managed, and moderated a yearly week-long summit for world-wide support specialists and software developers. • Supported sales in contract and SLA management• Created and implemented performance-based reporting systems

Cologne Area, Germany

• Supported company development and expansion• Developed and implemented business strategies and operational processes• Supported sales activities

Cologne Area, Germany

• Established and managed a 24x7 Customer Relationship Management Team responsible for the successful processing of international finance transactions• Ensured the successful transition of new customers into returning customers• Developed and implemented credit card chargeback processing system to improve the quality of merchant services and assist risk management efforts• Established and maintained the requirements of Service Level Agreements with customers and service providers• Established and managed periodic customer teleconferences to ensure customer satisfaction and assist in continuous improvement efforts throughout the firm • Coordinated and implemented risk management strategies for the evaluation of potential new customers• Developed and managed an in-house Customer Relationship Management logging and tracking system • Coordinated and implemented internal data security processes

Cologne Area, Germany

• Developed and implemented Euro Conversion Programs for the Deutsche Bank • Converted the database systems for Deutsche Bank’s currency and exchange systems from IMS to DB2 platform

New York, New York And Bonn, Germany

• Created a business and finance plan for the company’s planned expansion into the German Market • Developed and managed training, and coaching, for current and new employees

Hartford, Connecticut Area

• Established and managed the Customer Relationship Management Team• Promoted yearly from IT Specialist through to IT Director • Managed the contracts and services of outsourcing service providers • Developed and coordinated employee training and coaching programs for current and new employees• Created Lotus Notes and Microsoft Access database applications to optimize the performance of employees and improve the customer service quality • Maintained and developed IMS and DB2 databases for the commercial insurance policy management division • Developed and implemented an application network between more than 100 independent insurance agencies and host processing systems

Bachelor Of Arts - Dual Degree, Computer Applications & Program Of Liberal Studies

Project Management Development Series

Building High Performance Teams, Project Quality Management, Communicating and Presenting for Management Success, Project Planning.