Michael Dulaney work email
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Michael Dulaney personal email
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Service-focused professional with creative automated workflow solutions enabling companies to perform more efficiently and improve product and service quality. Accomplished in seeing the big picture, showing companies how to stay on track, increase productivity, and meet financial goals.Expert in determining where things are broken and providing a prescription to cure the points of pain, reduce process defects and add value in delivering a product or service. Collaborative team player with strong interpersonal skills to gain the trust and support of both the client and project team members.Transformative leadership, identifying strengths, weaknesses, and opportunities for improvement and developing intuitive and efficient process solutions. Provide communication tactics and tools to involve, educate, prepare and motivate those affected by change so they can readily adapt to the new environment. Areas of Expertise include:• ITaaS Service Center Design• Cloud Operating Model Process Design• Online Collaboration Tool Optimization• Contact Center Service Delivery Optimization• Talent Acquisition Applicant Tracking Workflow Optimization• Retail Banking Service Delivery Optimization• Business Process Modeling and Optimization• Gap Analysis and Remediation Roadmap Planning• Agile Scrum methodology • User Stories Development• Functional Business Requirements• User Experience Analysis• Design Thinking• Strategic Planning• Remediation Roadmap Planning• Communications Strategy and Development• Content Development and Management• Standard Operating Procedures and Work Instructions Writing• Software Users Guides• Training Documentation Development
Elite Tech Consulting, Llc
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Elite Tech Consulting, LlcHouston, Tx, Us
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Senior Business AnalystElite Tech Consulting, Llc Jan 2024 - Present- 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 processes and systems functionality to identify the need for innovation.- Lead complex business process analysis and translate business requirements into functional requirements.
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Senior AssociateKpmg Us Aug 2018 - Aug 2023New 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 multinational social technology conglomerate. Facilitated scrum ceremonies and tracked tasks, issues, risks, action items, progress and performance. Motivated teams to make improvements and eliminate impediments. - Managed and coordinated various workstream technology evaluations and selection for an upstream oil and gas company based on strategic objectives, growth plans, risks and opportunities, and communicated insight from data analysis.- Documented an IT organization’s operating model and defined an interaction model for functions within the organization in the form of use cases to help describe how key components of work are executed in the organization structure.- Provided data validation and project management for onboarding applications to the ServiceNow Application Portfolio Management module for a global retail corporation. Created and updated application records in APM. Provided navigation and functionality training to new users. - Coordinated the redesign of an IT Service Portal in ServiceNow to improve the internal customer and fulfiller experience for a U.S. multinational energy corporation leveraging Employee Experience design methodology through personas, journey maps and moments that matter.- Coordinated the design, development and testing of features and functionality to ServiceNow HRSD and ITSM modules leveraging agile scrum methodology for a U.S. based cancer care hospital.- Provided comparative benchmarking of agile operating model delivery and scaling options that best align with the strategic vision of the IT organization of a multinational healthcare and consumer packaged goods company. -
Senior ConsultantDell Emc Dec 2010 - Feb 2018Round 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 automated ITSM processes, standardized services and cross-functional organizational roles to become consumer-oriented.- Developed a Private Cloud Service Provider Governance and Control assessment framework for an international investment bank. Conducted research, analysis and created a baseline of risk controls based on ITIL, COBIT5, CSA, NIST and ODCA industry standards and best practices.- Provided future-state customer experience consulting for a U.S. based Fortune 500 retail bank. Produced Next Generation Sales and Service user experience journey maps and concept design for branch and call center delivery channels. Completed customer profile and sales persona definition, use case definition, user experience detailed design and usability testing.- Provided operational readiness testing, training development and delivery and user documentation for Salesforce CRM implementation with a U.S. based commercial banking transaction solutions provider.- Defined and created detailed, end-to-end Greenfield business process flows and requirements for a de novo U.S. retail direct bank offering depository products. Created standard operating procedures for the Contact Center and Back Office Operations.- Analyzed current content structure and developed a future state content taxonomy and migration strategy for the alpha redesign of a U.S. telecommunications company’s community forum website. Organized content to be more intuitive, accessible and scenario based. Identified strategy for monitoring and archiving obsolete and inactive content. -
Ebusiness Systems ConsultantWells Fargo Jul 2010 - Dec 2010San 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 development of and obtaining approval on wireframe prototypes.- Used Word for drafting screen mockups and used Contour for writing use cases, business rules and functional specifications for a national business banking call center sales platform. -
Engagement LeadHrsmart Oct 2008 - Apr 2010Richardson, 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 Waterfall and Agile project management methodologies. Utilized At Task project management software and Mantis bug tracking software while leading implementation projects. Monitored quality assurance testing, prioritized issues and validated resolutions.- Documented current and future state processes, developed detailed business requirements and functional specifications, managed developer and quality assurance testing resources and maintained exceptional client satisfaction. Used Visio for process mapping and Word for writing functional specifications and detailed business requirements. -
Technical Writer/Business Analyst (Recruitment Outsourcing Implementation Consultant)Hewitt Associates Jan 2005 - Oct 2008London, 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, resolving discrepancies and ensuring that the system development accurately reflected the client's requirements. - Documented client business requirements and conducted gap analyses. Identified and recommended best practices and developed future state processes.- Documented future state service delivery procedures and served as the subject matter expert in the customization and delivery of training material.- Developed and provided consultation on best practices for automating workflow solutions for sourcing, recruitment, onboarding and off-boarding. -
Business Analyst (Production Support Manager)Bank Of America Jul 2004 - Dec 2004Charlotte, Nc, UsDesigned 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. -
Project Manager/Change Manager/Business Analyst/Technical Writer (Process Design Manager)Bank Of America Mar 1999 - Jul 2004Charlotte, 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 reference tool. Used Six Sigma DMAIC methodology to improve the user navigation experience and increase user adoption of the contact centers’ online reference tool by 50% resulting in an annual savings of $65,000 in improved agent productivity. - Designed, developed and introduced a business initiative impact assessment and implementation time estimation tool based on a complexity rating scoring system.
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Call Center Manager (Operations Manager)Bank Of America Jul 1996 - Mar 1999Charlotte, 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 staffing models, skill set blending and implementing a comprehensive metric ranking system for monthly shift bidding and evaluating agent performance.
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Technical Writer/Documentation Manager/Training ManagerBank Of America Sep 1993 - Jul 1996Charlotte, 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 Consumer Banking sales and service contact centers.- Received the Bank of America Texas Gold Club quality of service award for 2 consecutive years.
Michael Dulaney Skills
Michael Dulaney Education Details
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University Of HoustonBusiness Administration
Frequently Asked Questions about Michael Dulaney
What company does Michael Dulaney work for?
Michael Dulaney works for Elite Tech Consulting, Llc
What is Michael Dulaney's role at the current company?
Michael Dulaney's current role is Business Process Specialist | DEI Champion | Certified ServiceNow System Administrator | ServiceNow HAM Certified Implementation Specialist | Certified Scrum Master.
What is Michael Dulaney's email address?
Michael Dulaney's email address is md****@****pmg.com
What is Michael Dulaney's direct phone number?
Michael Dulaney's direct phone number is +161989*****
What schools did Michael Dulaney attend?
Michael Dulaney attended University Of Houston.
What are some of Michael Dulaney's interests?
Michael Dulaney has interest in Football, Casinos, Grandkids, Exercise, Sweepstakes, Home Improvement, Reading, Arts And Culture, Sports, Watching Basketball.
What skills is Michael Dulaney known for?
Michael Dulaney has skills like Software Documentation, Business Analysis, Business Process, Management, Leadership, Requirements Analysis, Change Management, Visio, Requirements Gathering, Project Management, Quality Assurance, Training.
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