Michael Simon Email & Phone Number

The largest and the leading IT services group in Israel, providing a comprehensive range of computer services in the field of information technology. http://www.malam.com/home.eng; Brought in to rebuild the IT service teams and improve efficiency and service satisfaction to match the new Service Agreement and goals.Responsible for several teams of IT professionals, which provide IT services to approx. 7000 end users on 6000 desktops and enterprise systems for the City of Tel-Aviv, one of the company’s largest clients.•Liaison between “Malam” and the client. Maintaining and upholding client/provider relations.•Hands on management of the Service Delivery Team leaders.•Performed risks assessment and management.•Ensured client satisfaction and exceeded expectations.•Defined and monitored SLA’s, service quality and IT standards (ITILv2, ITSM). •Directly and indirectly recruited, trained and evaluated 25 employees, in two teams of service delivery, consisting of first contact support (helpdesk) and technicians.•Mentored team and team leaders.•Produced and presented management and performance reports.•Conducted regular and ad-hoc meetings with clients and company executives regarding performance and productivity metrics.•SWOT analysis and implementation of pro-active solutions.•Created and developed business proposals for special projects in addition to existing service agreements. •Creatively identified and proposed new business opportunities.•Partnered with the client in allocation of $15 Mil budget.•Monitored and administered vendors and their SLA agreements.

Responsible for several teams of IT professionals, which provide IT services to approx. 7000 end users on 6000 desktops and enterprise systems for the City of Tel-Aviv, one of the company’s largest clients.- Liaison between “Malam” and the client. Maintaining and upholding client/provider relations.- Hands on management of the Service Delivery Team leaders.- Performed risks assessment and management.- Ensured client satisfaction and exceeded expectations.- Defined and monitored SLA’s, service quality and IT standards (ITILv2, ITSM). - Directly and indirectly recruited, trained and evaluated 25 employees, in two teams of service delivery, consisting of first contact support (helpdesk) and technicians.- Mentored team and team leaders.- Produced and presented management and performance reports.- Conducted regular and ad-hoc meetings with clients and company executives regarding performance and productivity metrics.- SWOT analysis and implementation of pro-active solutions.- Created and developed business proposals for special projects in addition to existing service agreements. - Creatively identified and proposed new business opportunities.- Partnered with the client in allocation of $15 Mil budget.- Monitored and administered vendors and their SLA agreements.

Orange (Partner Ltd.) – A leading telecommunications provider in Israel. www.orange.co.ilIn addition to responsibilities listed above;•Responsible for four teams, consisting of 40 direct and indirect reports.•Presented quarterly reports of operations to corporate office.•Presented quarterly and annual profit and loss reports to corporate executives.•Held sole responsibility for $5.5 million SWB budget.•Advised client on resource allocation for multi-million dollar budget.

Responsible for leading 25 technicians and helpdesk operators in servicing 4500 end users in 6 major hospitals and clinics.•Planned, implemented and monitored methodology, technological problem solving and technical support.•Trained and evaluated staff.•Developed creative solutions for IT problems and needs for diverse clientele.

Responsible for providing high tier support for the organization’s it delivery teams.•Gave top tier support to all medical and administrative systems, including many high availability and life supporting systems on a multitude of platforms (MS, Novell, DOS, Linux based).•Developed and implemented technological policies for the organization.•Installed, Maintained and upgraded servers and network backbone for the organization.•Installed and maintained third party vendor systems.•Full responsibility of Microsoft Active Directory, Exchange, IIS and SQL Servers.•Maintenance of Novel based and Linux based servers and machines.•Responsible for all backup operations.

Kaplan hospital•Was part of a team of 5 technicians.•Gave support and IT solutions to 1500 end users on different platforms.•Supported life supporting medical systems with 24/7 availability.•Supported hospital administration with very high service demands.•Handled backup and restore operations for Microsoft and Novel systems, including SQL Server replication and backup/restore operations.•Installed, configured, troubleshot and maintained 3rd party applications on client and server side.•Achievements:•In 2005 – Acquired and was responsible for installing and deploying and print management system, reducing overall printing by 13% and non-work related printing by ~90%•In 2007/2008 – Rebuilt the service Delivery teams to upgrade performance from 82% SLA to above 95% with no added expenses•2009 – Created and Implemented automated password recovery and reset system to cut password related SR’s by 95% •2008/2009 – Created and deployed an self-help company site/knowledgebase for end-users, including the most frequently asked questions and problems effectively reducing all MS Office related service requests by approx. 50% and overall 9% reduction in incoming SR’s, allowing the reduction of the helpdesk support team from 13 to 10 operators while still upholding satisfaction levels and SLA goals.•Currently working on rebuilding the service delivery teams for the Tel Aviv Municipality, to meet demands for higher SLA levels and time constraints, higher customer satisfaction and price cuts simultaneously.