Michael Winward Email & Phone Number

Texas, United States

Oversee Project Management and Operations for Marketing Services, Account Management, Sales and Reviews Collection● Originated team for analytics management, processes simplification, automation and task offboarding from multiple groups● Implemented cross-functional collaboration, refinement and continuous improvement of business processes ● Onboarded SaaS tools monday.com Anaplan, Freshworks and Qualtrics for replacement of outgrown solutions● Streamlined multiple employee onboarding, offboarding, training and access management processes to a single shared process● Developed, mentored and trained staff improving performance on individual and team basis● Generated reports and metrics on KPI’s and service level to identify areas for improvement and training using Power BI and Excel● Responsible for improving and creating Account Management and Sales teams Global Territory assignments on a quarterly basis

Plano, Texas

Lead NOC, Tier 3 Support, Core Services and Project Management Operations● Established and maintained 24/7 Network Operations Center (NOC) coverage for client environments, including Core Services and Projects teams● Ensured complete service delivery to MSPs and their clients while minimizing downtime and improving customer satisfaction● Developed and adapted operating policies and procedures to suit a rapidly changing environment● Assisted NOC engineers in solving non-routine or complex software, hardware, and procedure problems ● Delivered continual process improvement of the NOC to include automation of NOC activities, reporting, implementation of monitoring activities and administration, and establishing KPIs● Collaborated with senior leadership on strategy, standards, vendor relations, product launches and business development

Dallas/Fort Worth Area

Managed End User Computing, VIP Support and Point of Sale operation Teams for Pier 1 Imports.

Addison, Texas

Oversaw all Business operations and strategic initiatives● Supervised personnel from multiple departments to include technology, sales, customer service, and operations● Provided effective team and project management duties including developing digital signage media technology offering and implementing deployment plan for over 10k+ retail pharmacy locations at the point of influence● Tracked KPI’s by generating executive reports from multiple data warehouses into a unified platform● Managed the success of large-scale digital advertising networks by monitoring and directing its performance and effectiveness● Ensured employee performance by conducting semi-annual employee reviews and providing training to increase efficiency● Managed smooth procurement process by spearheading vendor selection, contract negotiation, and ongoing oversight

Irving, Texas, United States

Effectively managed the company’s standard operating procedures to provide the highest customer service and build lasting customer relationship while also ensuring governmental compliance with federal regulators● Managed 24x7x365 environment including incident and security events, change management and problem management● Adhered to all regulatory compliance in the FinTech Industry by coordinating with federal agencies and auditors● Responsible for all change control procedures and configuration changes, upgrades and troubleshooting of routers, switches and firewalls● Standardized processes and ensured adherence to and documentation of procedures into a knowledge base● Led and mentored teams in North America and Asia getting hands-on for complex technical cases and escalations● Performed technical audit for all managed service offerings in accordance with SOX (Sarbanes Compliance Act)● Maintained customer relationship by upselling company services and taking care of customer concerns efficiently

Network Administrator and Help Desk Professional.Worked with vendor partners to ensure operational success.Authored technical documents for disaster recovery and procedural operations.Streamlined processing and procedures to create new efficiencies.

Network AdministrationInstalled, maintained and repaired servers, network devices, printers and other peripherals.Coordinated the dissolution of Rosner & Chavez, LLC.Authored pleadings, motions and other legal documents.

Installed, maintained and repaired PC’s, LAN’s CDM’s PDA’s printers and more.Troubleshooter for financial, marketing, security and other software solutions.Authored technical documents and maintained Knowledge Base.Maintained core and data backups.