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• Managed on-boarding for all new analysts• Coordinated travel and training schedules• Manage RTSM support team of 15 analysts• Define requirements for ServiceNow implementation for dedicated eCOA support team

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 team in drastically improving turnaround times for support issues.Acted as Project Manager and SME for integration of Customer Care teams post-acquisition.

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, significantly increasing team efficiency.

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