Michael A Frycz Email & Phone Number

Chapel Hill, NC, US

Raleigh, North Carolina, United States

• As senior leader for IBM, I was recruited to transform to take a small-scale operation and elevate it into a transformative, global function within the HR department. I lead a global team of 42 professionals, including.
• Successfully overhauled incident and change management processes, reducing ticket resolution time from several days to within 24 hours and improving system updates to a 48-hour turnaround, driving efficiency and.
• Reduced manual ticket processing from 119K to under 5K, enhancing operational efficiency across an HR team of 400 within a global organization of 300K+ employees.
• Streamlined operations by consolidating 12 disparate support tools into 4, simplifying workflows, reducing licensing costs, and enhancing overall system performance.
• Led and unified a diverse team to embrace new methodologies and tools, resulting in increased engagement, faster problem-solving, and a significant reduction in operational overhead.
• Achieved $500K in annual savings by reducing reliance on vendors, upskilling internal staff, and improving process automation, demonstrating a commitment to cost efficiency and resource optimization.

Raleigh-Durham, North Carolina Area

• As senior business systems analyst, I led the service line for NetApp’s private and public cloud environments, where I provided strategic leadership and project management for the successful transition of applications.
• A part of the company's first IT cloud infrastructure by partaking in the creation of a hybrid cloud environment and blending public and private cloud resources, which marked the company's initial foray into cloud.
• Designed and implemented pricing models, support strategies, and migration plans for transitioning 86 applications from legacy systems to a hybrid cloud environment, utilizing AWS and Azure. Successfully decommissioned.
• Initiated and managed the transition from a costly external vendor to a cloud-based solution, resulting in annual savings of $720K and improved operational efficiency.
• Drove standardization across business units, ensuring a unified approach to cloud adoption and demonstrating the value of cloud services through improved service outcomes and cost reductions

Raleigh-Durham, North Carolina Area

• Responsible for application support for internal and external customers
• Managed and drove root cause analysis and corrective actions to ensure reliability and minimize downtime
• Implemented systems and processes to ensure high performance and successful end user experience
• Monitored project progress by tracking activity, resolving problems, publishing progress reports, and recommending actions.
• Designed processes that were implemented with minimal disruption to supporting systems, and cost effective
• Prepared technical reports by collecting, analyzing, and delivering to management and business teams for trend analysis

Raleigh-Durham, North Carolina Area

• Manage the post-sales services portfolio including the Synergy and Synergy Plus customer support programs to deliver annual revenue and gross profit targets
• Work with customers, sales and regional service managers to define, document and quote service support solutions and agreements
• Develop and deliver collateral and communication material to help sales and regional service managers sell support services to customers
• Promote company service capabilities and maintenance level agreements
• Implement procedures to track and manage quotes and bookings and monitor and manage pricing policies to ensure overall profitability of service programs
• Support regional service managers to implement local in-country capabilities to deliver competitive support services to customers