Michael Jose Email & Phone Number

King Of Prussia, PA, US

San Mateo, California, US

San Mateo, California, US

Redwood City, California, US

- Lead the growth and development of an incredible team of 16 talented and motivated engineers, which range from Network, System, Application, Security and Release Engineers with high expectations for rapid and efficient deployment of Actiance core products such as Alcatraz, Vantage, and Socialite. - Manage the Platform Production Cloud Infrastructure.

San Francisco, CA, US

- Manage a global team that deliver an awesome IT experience which includes Client Platform Engineer, Application Engineers, AV Engineers, Help Desk, IT Logistics, Desktop Support, User Access Coordinator, and Project Managers that supports the rapid growth of the company and 6,500+ users in 9 offices globally. Overall responsibility for full-time.

Fremont, California, US

- Led strategic direction and managed operations of Milestone’s internal IT. Responsible for defining and deploying IT strategy, enterprise application, cloud and network architecture, policies and procedures.- Migrated all on-premise application to cloud-based application solution that reduce data center and server room footprint which provide significant.

Fremont, California, US

- Orchestrated the development of IT Managed Services portfolio by creating model emphasizing customer-focused delivery of business solutions based on pre-defined technology standards for infrastructure, IT support and data center operations, resulting in reduced costs for clients due to streamlined processes that decreased complexity. Model offers.

Fremont, California, US

• Implemented and transformed IT operations for Facebook, Palo Alto Networks, Onyx Pharmaceuticals, Procter & Gamble and 19 other clients by implementing ITIL-based support model that significantly improved their support.
• Implemented Incident, Change, Problem Management and new hire programs, including expanding service desk services with application, video conferencing and network support; and establishing Key Performance Indicators.
• Introduced customized training program for service desk staff, leading to reduction in active tickets from 800+ to 120, increasing first touch resolution from 35 percent to 85 percent and boosting customer satisfaction.
• Implemented Remote Global Service Desk, Network Operations Center (NOC), Network and Server support for multiple Milestone clients - Cymer, Intero Real Estate, Nexenta, just to name few
• Collaborated with numerous Milestone clients to implement global IT solution to support their rapidly growing user base that includes centralized service desk, IT walk-up support (Genius Bar Model), IT logistics and.

New York, New York, US

• Led and managed all aspects of IT Global Operations group and outsourced vendors that spans across the US, Asia and Europe.
• Promoted to IT Operations Manager in 2008 to lead and managed all aspects within the IT operations group.
• Managed and prioritize $4.5M capital budget for IT Operations project portfolio.
• Managed strategic planning for support model direction and architecture to drive consistent technology deployment and standards.
• Managed and supported multiple concurrent international business expansion projects from an IT perspective.
• Built strong relationships with partners and vendors and negotiated multi-million dollar contracts that resulted in 1.3M of cost savings for IT equipment and software purchases, maintenance agreements, and professional.

• Miria Systems provides business process automation software products and services as well as implementation and support services for ManagedPay, the leading application solution for automated invoice management built.
• Provides support for the sales team with product technical knowledge, product demos, and directly addressing client technical and business process issues.
• Partnered with Sales team to define client needs, create and present engagement proposals, provide implementation expertise and project cost estimates.
• Developed technical specification documents used by software developers to develop solutions and customizations for clients.

ES

• Led the helpdesk support center for the Oakland International Airport supporting in an 18/7/365 environment.
• Successfully led and managed the helpdesk support center for the Oakland International Airport supporting 1000+ end-users in an 18/7/365 environment.
• Played a key role in reengineering the support center for improved customer service and maintained a 95% SLA that resulted in contract extension and increase revenue.
• Decreased incident response time from 8 hours to less than 2 hours. Also reduced volume of ‘lost’ calls from 40% to less than 5%.
• Designed new staffing schedule for 18/7/365 coverage that reduced over-time and turnover.
• Earned solid reputation for delivering projects on time and within budget.

Armonk, New York, NY, US

Led the IBM outsourced technical support team for the following Johnson and Johnson accounts - Alza Pharmaceuticals and Lifescan Inc.

Mba, Technology Management

Bs, Telecommunication Management