Michael Remar Email & Phone Number

Lisle, Il, Us

Windsor, Ct, Us

Madison, Wi, Us

Oversight of business relationship management function and interfaced with the business as a strategic partner, aligning their business/IT strategy to solution discovery and development, service management, risk management and relationship management.

Chicago, Illinois, Us

Developed IT operations roadmaps and created initiatives to improve operational efficiency and modernize user experience. Optimized IT Service Management functions to align IT processes and services with business objectives and improve maturity of operations.

Us

Managed the IT help desk, desktop support level 1,2,3, mergers and acquisitions support, provisioning, and auxiliary functions for 150,000 global employees with a staff in the United States and offshore. Oversite to business relationship management function supporting internal businesses.• Implemented Smart Spot ‘genius bar’ model used in other offices, saving over $1 million in end user productivity with a return on investment of 1.8 years; received a Make IT Happen Award.• Founded an IT business relationship management strategy and functional area to partner with the Optum business and technology areas for an improved business contact ratio of 16%.• Established a support readiness model for mergers and acquisitions, based on continuous improvement principles, to create a long-term support process focusing on end user productivity.• Developed the Re-inventing IT Support roadmap, a transformative support model grounded in voice of the customer, industry best practices and fundamental IT operating disciplines. • Created the clinical support model which resulted in a robust and field-tested model, documented in a playbook to support clinics and customers desiring higher touch IT support.• Established persistent support teams with Level 1 and 2 capabilities, using agile principles and sprint methodology to continuously improve and learn, achieving a 24 NPS point increase and 92% first call resolution.• Implemented the concepts of value-add and 5S to optimize knowledge management, asset recovery and computer fulfillment for an efficiency and productivity improvement of 25%.• Received a Help Desk Institute (HDI) Team Excellence Award

Us

Led the IT level 2 desktop support operation supporting 106,000 USA employees, national repair depot and fulfillment center with an organization of over 200 staff in the United States and offshore offices.• Reconfigured desktop support unit to a technology capability support structure with a 60% improved service level.• Implemented an Executive Level Service program for the highest internal executives to provide travel and office/home 24x7 support.• Executed automation improvements using macros and Altiris field tasks to improve efficiency for application delivery and support for an annual savings of 25,000 hours.• Created an IT Level 1 and 2 support model to provide IT services for government contracts.• Led green belt project to define desktop and laptop lifecycle replacement cost analysis scenarios.• Recognized with a Make IT Happen Award for Warm Transfer.

Us

Managed level 2 IT desktop support for more than 80,000 USA employees and 2 national repair depot facilities. Provided next day support for more than 700 application deployments annually.• Led service and metrics efficiency programs which resulted in a 23% restore time reduction.• Created 2 national repair depot facilities, implemented a Self-Maintainer program and a data recovery program for company desktops and laptops providing a $1 million annual savings. • Developed a national IT asset management process utilizing local IT technicians and a recovery team which resulted in an annual recovery of 12,000 assets for redeployment.

Us

Led national technology integrations for internal business units and mergers and acquisitions of acquired companies working with a national project team. Coordinated project specialists, contractors, general resources, as well as priority and issue management.• Integrated the application and computer IT support functions with an annual savings of $1.2 million through infrastructure and support optimization programs and automation tools.• Created a national telecommuter IT support structure and process that improved end user productivity by 40%.

Bachelor Of Science - Bs, Computer Science For Information Systems, Business Minor

Business Executive Education Program

Executive Development Program