Michael P. Miller Email and Phone Number

• Worked with franchise business management to identify pain points interacting with IT.• Setup and executed plan to improve level of service in identified areas.• Addressed overall quality of support.• Improved and enhanced SLA violations by 90%.• Provided centralized view of issues and SIAs.• Continued to work with franchise unit to monitor progress and explore additional areas of improvement.• Managed third-party development team of five onshore and 13 offshore team members.• Supported all aspects of POS system.• Served as SME for POS system and RTO business model.• Managed IT data acquisition and divestitures of RTO line of business stores.• Managed over 300+ franchisee data conversions from legacy POS to corporate POS.• Key IT expert on compliance and audit related issues.• Led and managed prioritization meetings.• Provided second level support for defects and product enhancements.• Coached and trained team on defect triage, customer service, communicating with business and end users, focusing on solving problems not closing tickets.• Led relationship with third-party provider of legacy POS system still used by Acceptance NOW line of business.• Facilitated development prioritization.• Key managing liaison to business owners.• Assisted in removing code bottlenecks.• Helped plan future activities to ensure smooth flow of new code for final delivery.• Worked to prevent defects prior to releasing code.

• Worked as subject matter expert for future POS system.• Provided and facilitated essential guidance and direction to seven small BA teams in development of use cases and functional specifications for future POS system.• Assisted and provided direction in data migration design from old to new POS system.• Reviewed and approved final use cases for new POS system.• Work in-house and third-party vendors to provide direction on development of POS systems.