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.

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

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

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

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

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 and.