Michael Mckeon Email & Phone Number

Greater New York City Area

Advised various business enterprises on transformational projects to drive efficiency and improve customer experience. Suggested tools such as cloud omni channel platforms and messaging solutions enabling enterprise to interact with the customer on their channel of choice.

Greater New York City Area

Harnessing next generation cloud, applications and infrastructure architecture to optimize customer engagement, I drove the strategic direction and vision for our Customer Engagement Optimization business lines – key to Xerox reclaiming its at-risk contender status in Finance, Defense, Finance and Biotech industry RFPs. I gained leadership buy-in for $4.5M in tech investments and the use of middleware for platform integration, and led an Agile team of software engineers whose infrastructure enhancements supported growth from a 3K-user, U.S.-focused effort into a 24/7, 12 global contact center organization with 4K users.HIGHLIGHTS:☑ Instrumental in building framework in just 5 months essential to shift 40% of portfolio to the cloud – generating $800K in annual, recurring savings and leading to supplier and capabilities diversification. ☑ As member of Executive Committee chaired by Group President, identified 10 technology-based projects slated for 5-year, $20M strategic plan. ☑ Managed carriers, vendors, outsourcers, consultants, contracts and service agreements – negotiating SLAs and SOWs that saved millions over the course of the contract term.☑ Saved $5M annually via the design and implementation of transformational VoIP network services architecture.

Secaucus, New Jersey

I spearheaded a strategy for key enterprise management systems that translated executive vision to a technology reality that elevated our company’s reputation as a customer experience engagement leader – and helped to position it optimally for Xerox’s 2010 acquisition of ACS. The roadmap I led for software/architecture development, cloud-based IVR migration, and omni-channel integration of SMS, web, CRM, survey, voice, speech recognition and self-service systems, saved $1M in vendor surcharges, consolidated 12 systems into 2 and flattened 40 network applications. In this role, I build and led a team of 20 engineers, directed all aspects of vendor management from RFP to SOW negotiation, SLA monitoring to adherence.I am proud of serving as a partner and technology advisor to senior leadership, where I provided recommendations regarding build/buy investment and strategic technology investment decision making.

Secaucus, New Jersey

I built a 24/7 technology support team to meet user needs of this former global investment management leader. I leveraged previous Infrastructure Services expertise acquired during my tenure with Buck Consultants, where I led a team of 70 desktop, help desk and LAN/WAN IT professionals for this global HR advisory and tech services firm.At Mellon, I directed technology roadmaps for infrastructure, testing and monitoring, and established trouble resolution processes and protocols.