Michael Tilson Email & Phone Number

Tempe, Arizona, United States

Product engineer on DevOps team supporting applications under Corporate Security Technology- .NET Developer supporting console and web applications using: ASP.NET, C#, MVC, HTML, JavaScript, Jquery, NUnit, Selenium.- Provide 24/7 operations support on existing internally-built and vendor hosted applications. Communicate details of the incident to the application development team, including steps to recreate the issue and expected resolution. Inform business stakeholders, provide regular updates during the incident as well as root cause analysis once out of impact.

Dallas/Fort Worth Area

Member of Agile Development Team supporting applications under Safety, Security, & Environment.- Produced business requirements for software development with behavior-driven development acceptance criteria; documented supporting material using a variety of modeling techniques with tools such as Microsoft Visio and IBM BlueWorks.- Assisted with prioritization of work by providing risk assessment; provide impact analysis and identify mitigation processes for work to be deferred.- Developed Cognos packages to allow access to application data for ad-hoc analysis; define permissions for authorized users of the data, and build scheduled reports to be delivered on a recurring basis.- Built ETL processes to load historical data into applications at time of initial launch using tools including SQL, Visual Studio, and C#. Reported on data irregularities due to duplication of data, primary key violations, and values outside a defined range.- Provided coverage of other roles within the Agile team including Q/A and Project Management.

Fort Worth, Tx

Member of Sales Automation team within Sales Operations.- Automated processes and reports, including displacement data model and monthly Corporate Trend report used at all levels of the Corporate Sales organization.- Developed requirements for additional data warehouse tables and views in Teradata; conducted user acceptance testing prior to publishing to Production environment.- Maintained ownership of customer profile information for merger reporting.- Produced Corporate Sales Scorecard for Quarterly Earnings investor's call.

Phoenix, Arizona Area

Responsible for report production, database management, and data analysis for Domestic Sales organization.- Developed tools and generated analysis to identify opportunities and measure effectiveness of sales programs, including evaluation of new agreements.- Produced upper management reporting, including monthly report highlighting the percentage of revenue produced by Corporate accounts and the Corporate Sales Scorecard for Quarterly Earnings investor's call.- Tested new data sources and identified opportunities to improve accuracy of data. Improved logic to classify Express operating partners. Identified parsing error in ticketed data that resulted in understating Sales group revenues by $11.8M annually.- Eliminated manual entry of Corporate contracts, improving accuracy and reducing the amount of time required to enter to a few minutes.- Provided support for department data sources and applications.- Software skills included integration of Microsoft Access and Excel using VBA to provide automated reporting and using Oracle/PLSQL and SAS to query large data sources.- Chairman's Award winner; see Accomplishments.

Managed, coached, and developed team of front-line supervisors responsible for managing day-to-day operations of a team of Technical Support Coordinators. Executed strategic plan to meet or exceed Key Performance Indicators (KPIs). Managed up to 150 employees and yearly department budget of $10 million.- Responsible for all employment decisions. Reduced attrition from 36.03% to 8.69% over a three-year span.- Conducted daily analysis and trending on a variety of KPIs. Improved Tier One Net Promoter Score (NPS) 18% over 16 month span (launch to VZW conversion training); improved Tier Two NPS 43% over six month span (Tier Two launch to VZW conversion training).- Led department through Verizon Wireless acquisition, including meeting with employees in group and one-on-one settings to communicate critical changes.

Led team of Technical Support Representatives and Technical Support Leads. Facilitated daily training huddles and provided daily coaching.- Served as mentor and coach to peers and Technical Support Leads while filling role of lead supervisor. Analyzed center level performance and develop action plans to improve performance.- Leader for all department Quality initiatives, including conducting all training sessions on Quality process changes, facilitating communication between department and Quality team, leading calibration sessions, analyzing department and team trends, and introducing solutions for improvement.- Validated equipment step by step instructions for publication to Alltel.com; tested handsets prior to launch.- Directed project to develop lead development guidelines; participated on functional task force team to identify and resolve customer impacting issues; served on cross-functional teams in modifying Call Center Attendance Policy.