Michael Dulaney Email & Phone Number

Houston, TX, US

- Provide production and implementation support for HR and administrative applications leveraging scrum framework at Harris County Toll Road Authority.- Collaborate with stakeholders to provide insights and recommendations, identify opportunities for improvement, and help develop and implement solutions to drive business success.- Evaluate business.

New York, NY, US

- Established the IT PMO governance processes, cadence and mentorship for a start-up mid-sized upstream oil and gas company. Facilitated the creation of a sustainable IT PMO governance framework and tools to support the management and status of IT projects for standing up the application portfolio. - Served as scrum manager for 2 CIO workstreams of a.

Round Rock, Texas, US

- Provided IT transformation strategic planning for retail, health insurance, defense, financial services, medical device and fleet industries. Conducted current state assessment, future state definition and remediation roadmap to achieve target state Cloud Operating Model.- Provided IT Cloud Operating Model design and implementation. Defined core.

San Francisco, California, US

- Liaised with end users, stakeholders and subject matter experts to capture details about current processes and procedures.- Obtained, transcribed and implemented business requirements for desktop system enhancements and reporting needs of a nationwide call center network.- Ensured consistency with existing application look and feel while coordinating.

Richardson, TX, US

- Consulted with clients on best practices for deploying pre-hire and post-hire Talent Management SaaS Solutions post sale. - Consistently led the implementation of highly customized Applicant Tracking, Learning Management, and Career Development-Succession Planning SaaS solutions within the constraints of budget, schedule, scope and quality. Applied.

London, GB

- Implemented recruitment service delivery automated solutions using the Deploy Application Tracking System and SkillSurvey on-demand reference checking technology for Fortune 500 companies, including Marriott International, BMO Financial and Prudential Financial. - Managed the requirements gathering process, including: leading requirements meetings.

Charlotte, NC, US

Designed and developed nationally standardized triage escalation protocols and communications support for customer-facing and associate-facing technical and production issues for 3 Online Banking phone and e-mail contact centers.

Charlotte, NC, US

- Established and supervised a team for developing nationally standardized product and technical servicing policies and procedures for 3 regional Online Banking phone and e-mail contact centers. - Directed the migration of paper-based procedural communications, publication of content and navigational/aesthetic enhancements to the contact center’s online.

Charlotte, NC, US

- Established logistics for a 75-seat Accounts-by-Phone sales center that grossed $100 million in deposits within 3 years.- Partnered with on-staff MIS Manager to develop automated workflows for sales call handling and sales fulfillment via an in-house sales management tool.- Increased overall contact center productivity by 80% by utilizing efficient.

Charlotte, NC, US

- Developed standardized policies and procedures for a 150-seat Consumer Banking contact center. - Developed a retail banking product sales catalog. - Implemented a searchable Branch/ATM directory database to assist phone agents with finding nearby branch and ATM locations for customers.- Established formalized new-hire and remedial training programs for 2.