Michael Mcafoos Email & Phone Number

New York, NY, US

• Led ServiceNow implementation and migration for tracking all global support tickets
• Project completed in ~4 months from contract signature to go-live
• Migrated over 25,000 tickets per month average ticket volume, over 1000 knowledge objects and 4 platform integrations
• 0 critical issues post go-live
• Responsible for global helpdesk, application support and device support for eCOA, eConsent, Patient Portal and Medical Imaging applications
• Led team of 70+ Support personnel across 8 teams

New York, NY, US

• Rolled out premium support plan directly generating ~$22 million in revenue in first year
• Grew team by 13 people in first year, and mentored two individual contributors into manager roles
• Reduced escalations to product development team by ~60%
• Reduced turnaround time for Support issues by ~30%
• Drove product improvement and defect resolution reducing helpdesk ticket volume per system usage by ~70%

New York, NY, US

• Responsible for ongoing training of 150+ Support Technicians on new platform features and functionality
• Manage cross-functional team to maintain and update Support Knowledge Base
• Implement “Shift Left” methodology within Customer Support organization, lowering cost and resolution time
• Key member of project team transitioning all Level 1 support to new outsourced vendor
• Successful go-live of 150+ new analysts within 9 months
• Created and implemented quality improvement process to measure team’s progress through transition

New York, NY, US

• Acted as an internal advocate for 5 strategic customers, ensuring excellent customer experience
• Led weekly calls, providing key KPIs and acting as single point of contact for escalations
• Provide technical guidance and best practices on the Medidata platform
• Partner with product and technical support teams to drive defect and issue resolution
• Participate in quarterly governance meetings

New York, NY, US

Managed a team of 12 Technical Support Specialists with a renewed focus on reducing escalations, decreasing Customer Effort and ensuring great career growth opportunities for the team.

New York, NY, US

Led a team responsible for all Customer Care systems including ticket tracking system (Zendesk), public facing knowledge base, reporting tools and survey tools. Managed vendor relationships to ensure successful implementations.Built a brand new team of Database Administrators within Customer Care establishing new work instructions and processes. Guided the.

New York, NY, US

Managed a team of 5 Technical Support Specialists working with our enterprise customers. Reduced turnaround time while maintaining high Customer Satisfaction. Worked cross-functionally with Professional Services, Service Delivery and Product teams to ensure an amazing customer experience. Built and deployed multiple integrations with our ticketing system.

New York, NY, US

Acted in a Tier 2 Technical Support role, communicating directly to customers via phone and email. Quickly became product SME, built and maintained a knowledge base, and guided Tier 1 support resources in creating necessary training and documentation.

Implemented a variety of IT Projects for a local hospital, car dealership and YMCA.

Basking Ridge, NJ, US

• Solved billing controversy between Verizon and Verizon Wireless leading to a cost reduction of $3.5M yearly by communicating with wireless employees and analyzing invoices
• Created an Excel macro to automate the generation of a report saving 8 hours of labor per week
• Researched and analyzed IT Cost at Verizon in order to benchmark it against world-class companies according to The Hackett Group’s metrics

Rochester, NY, US

• Researched open source ERP applications, Web Services and UDDI for use in a classroom environment
• Designed assignments for students in database class
• Supported professor in a classroom environment by addressing student inquiries

Basking Ridge, NJ, US

• Developed training documentation for Verizon IT strategy and planning project management tool ensuringproper usage by 250 people
• Tested web usability on a new intranet website leading to significantly improved productivity from users
• Consistently informed of mid-year updates involving company executives regarding financial reports
• Engaged in weekly staff meetings and conference calls to better my understanding of business operations

US

• Refurbished approximately 75 PCs for deployment to Kwik Fill Gas Stations saving the company over $50,000
• Updated company network diagram using Microsoft Visio bringing clarity to end users

Master Of Business Administration (Mba), Technology Management, Enterprise Information Systems

Bachelor Of Science (Bs), Management Information Systems, Psychology