Michael Mchugh Email and Phone Number
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Michael Mchugh personal email
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Michael Mchugh phone numbers
Over 15 years experience as an IT and Business professional, functioning as Customer Service Manager, Project Manager, Support Leader and Solutions Architect. Skilled at developing key relationships between organizational teams to improve communications and the flow of information. Developed, planned and implemented short and long term IT initiatives; developed key, meaningful metric information, detailed support documentation and comprehensive business requirements including required compliance artifacts.Leadership experience in large & medium, regional & global corporate environments: managed staff of professionals, emphasizing career development and creating opportunity for growth.Specialties: ITIL Certified, Incident Management, Problem Management, Change Management, Configuration Management (CMDB), Release Management, Service Level Management (SLA), Process Improvement, Solutions Architect, Problem Solving, Analytical, Strategic Planning, Metrics Analysis & Development, Project Management, Documented Procedures, Root Cause Analysis (RCA), Critical Decision Making, Identity & Access Management (IAM)
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Aramark CorpPhiladelphia, Pa, Us
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Servicenow ArchitectAramark Corp Jun 2019 - PresentResponsible for all overarching aspects of ServiceNow, including upgrades, remediation, reviewing business requests, release management monitoring, importing data sets, hardware CI (config item) tracking, pulling reports, etc. Responsible for analyzing the business requests prior to implementation; reviewing code, editing code, and managing workflow for high impact projects/incidents. Coordinating and overseeing efforts from current developers on the team.
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Senior Servicenow ConsultantDeloitte Jul 2018 - May 2019Worldwide, OoSenior ServiceNow Consultant providing best practice advisory services to functional and technical streams throughout the solution implementation and ongoing sustainment. Responsible for solution design and review of all business process and system level changes as part of continual service improvement. -
Director, Client ServicesBerkley Technology Services Dec 2011 - Apr 2018Urbandale, Ia, UsResponsible IT Service Management processes based on ITIL best practices including Incident Management, Change Management, Problem Management, Service Level Management, Service Catalog, CMDB, Service Desk and Desktop services. Also responsible for implementing and providing direction for Service Now, the SaaS based application supporting these processes and services. -
Systems ArchitectBerkley Technology Services Dec 2011 - Apr 2018Urbandale, Ia, Us
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It Service ManagerAig Feb 2007 - Jan 2013New York, Ny, UsIT Service Manager: American International Group (AIG) Wilmington, DEResponsible for the implementation of a new IT Service Management suite of tools based on the ITIL framework, including: Incident, Problem, Change, Configuration (CMDB), Release and Service Level Management. • Worked closely with vendor and software developers to design solutions based on requirements and capabilities within the system and corporate infrastructure.• Maintained ownership and support for current tools (ITSM andHEAT) and processes during transitional period. • Assessed maturity level of current processes and worked with business and IT leadership to document requirements and improvements needed to meet compliance and corporate guidelines, consolidating and automating processes where possible.• Leadership role in implementing ITIL standards which included training of staff and communication of standards and best practices. -
Sr. It ConsultantBearingpoint 2008 - 2009Amsterdam, Nl -
Sr. It ConsultantBearingpoint 2008 - 2009Amsterdam, Nl
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Sr. It ConsultantBearingpoint 2008 - 2009Amsterdam, Nl
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Sr. It ConsultantBearingpoint 2008 - 2009Amsterdam, Nl
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Sr. It ConsultantBearingpoint 2008 - 2009Amsterdam, Nl
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Problem ManagerPfizer Dec 2006 - Feb 2007New York, New York, Us -
Associate Director/Application Support ManagerUbs Investment Bank Jun 2006 - Dec 2006Zurich, ChManager of Level 2 application support team for one of the world’s largest Investment Banks, supporting multiple data and reconciliation systems, several classified as Business Critical. Responsibilities included liaising with Level 1 and Level 3 development teams as well as key business users and stakeholders. • Utilized technical and analytical expertise, including ITIL guidelines, to resolve issues internally or through outside vendors and manufacturers. • Proactive in establishing ways to provide better service e.g. implementing new products or enhancements. • Managed client expectations, built relationships and communications with both business people and other systems areas. -
Global Support ManagerUnilever Oct 2001 - Jun 2006Blackfriars, London, GbDeveloped global support processes utilizing ITIL framework and guidelines including Incident, Problem, Change, Release and Configuration Management to meet level 2 and level 3 support requirements evolving from centrally supported global web-based applications (Ariba, eBreviate, Niku & SIM). Internet applications ranging from product sourcing and procurement to online auctions and negations to Identity and Access Control Management. • Designed and implemented an ITIL based Global Support Process to cover: Level 1 (first customer contact), technical and functional support, Issue tracking and resolution, and Service level measurement. • Coordinated regional infrastructure teams, regional service centers, and development teams to provide a fully integrated service process. • Implemented common support process across regional and functional Service Centers, both internal and external, resulting in standardized support and overall customer satisfaction -
Support ManagerCompouter Aid: First Usa Sep 1998 - Oct 2001UsSolutions Architect & Project Manager for second level UNIX System Administration team. IT Consultant examining operational support for major credit card company developing reporting around problem trends and analyzing support processes and procedures.• Increased overall efficiency by reducing problem volume by 20% and increasing resolution rate by 40% within first year. • Coordinated backup support strategy and implemented standard Service Level Agreements.• Participated in Business Continuity Planning and Disaster Recovery planning and exercises.• Contributed to the implementation of an integrated Enterprise Problem Management tool to entire First USA organization. • Advised IT and operational business units on effective collection of critical data including presentation to Senior VP’s and CIO. -
Support & Project ManagerComputer Aid: Dupont Sep 1996 - Sep 1998Wilmington, De, UsSupport & Project Manager for first and second level technical support team for Research and Development group of about 1200+ Biochemists, Researchers, Marketers, Legal and Patent personnel. • Coordinated service and support with several organizations including DuPont IS and CSC. • This service occurred on multiple levels, including desktop (Mac & PC), server administration and network management (Novell & NT). • Developed, consolidated and transitioned Help Desk operations including processes and metrics. -
It Support Team ManagerComputer Aid: Sap Oct 1995 - Sep 1997Walldorf, Bw, DeTier 2 SAP & IT support team manager at major international enterprise software corporation servicing a global user base of 2,000+ Sales, Marketing, SAP’s R/3 consultants & developers on a 24x7 basis. • Primary interface with the user community.• Played a key role in establishing SAP as a quality provider of Information Technologies services.
Michael Mchugh Skills
Michael Mchugh Education Details
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Ithaca CollegeBroadcasting
Frequently Asked Questions about Michael Mchugh
What company does Michael Mchugh work for?
Michael Mchugh works for Aramark Corp
What is Michael Mchugh's role at the current company?
Michael Mchugh's current role is ServiceNow Architect at ARAMARK CORP.
What is Michael Mchugh's email address?
Michael Mchugh's email address is mc****@****hoo.com
What is Michael Mchugh's direct phone number?
Michael Mchugh's direct phone number is +151556*****
What schools did Michael Mchugh attend?
Michael Mchugh attended Ithaca College.
What skills is Michael Mchugh known for?
Michael Mchugh has skills like Itil, It Service Management, Process Improvement, Change Management, Incident Management, Disaster Recovery, Vendor Management, Information Technology, Infrastructure, Service Desk, Enterprise Software, Project Management.
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