Michael Ginn Email & Phone Number

Round Rock, Texas, US

• Director of Dell Technologies Services for digital channels. Overseeing the transformation of the Online Services technology and strategy portfolio. Directed a portfolio and program management organization to transform.
• Aligned senior stakeholders (Services, Marketing, Engineering, Sales and IT) to the plan and priorities through continuous communication and establishment of clear processes to maintain alignment.
• Created a customer engagement model to optimize feedback and identify opportunities that drive KPIs.
• Managed strategic technology investments based on risk, value and OKRs.
• Devised a multi-year IT strategy to integrate and improve prior Dell and EMC online customer experiences.
• Successfully moved all Dell and EMC customers onto new platforms with improved experiences across all digital channels. Resulting in 350M visitors per year.

Hopkinton, MA, US

• Managing a cross functional team of program managers, agile developers and subject matter experts that delivered a world-class digital experience for EMC's customers, partners, and employees. Created and executed.
• Deployed a new global online portal that provided an intuitive, personalized, and social interface to over 500k customers. Giving customers the ability to self-service, increasing satisfaction while reducing support.
• Completed multiple innovative product integrations that increased customer self-service by 11%.
• Delivered B2B integration with customer CRM systems.
• Directed the Content Delivery team, creating a world class portal with over 20,000 assets.
• Managed Multi-Lingual team, including programs such as Machine Translation and Auto Chat.

Hopkinton, MA, US

• Lead a global team of application engineers and Web developers, building high quality customer facing web-based applications for 300k EMC customers.
• Lead development teams to deliver releases on time / budget using structured project management techniques.
• Responsible for overall strategy, vision and road-map
• Oversee the development of project plans that outline business requirements
• Handle recruitment, training and performance management of team members.
• Attract exceptional engineers, building teams, and energizing / motivating the organization

Hopkinton, MA, US

• Lead Engineer for the Host Environment Analysis Tool (HEAT) website. HEAT is a web based globally available application which analyzed 450k servers in 2008 with a total labor savings over $40 Million.
• Architected the web service integration between the HEAT system and EMC’s Change control system (CCA5).
• Lead developer for a new online Lab Portal / Reservation system. Responsible for gathering requirements, developing technical specifications, and overseeing the development.
• Developed and deployed the Serviceability Enhancement Request (SER) website.
• Responsible for designing the functional specification for the Case Management section of the eServices web application.
• Development Lead for a Self-help / Web Assist remote support application. Responsible for gathering requirements, functional specification, technical specification, GUI design and overall architecture of the system.

Hopkinton, MA, US

• Re-developed the Global Field Time Tracking (GFTT) application from a spreadsheet into a managed application connecting to an MS SQL database. Reducing the overall support of the application by 80%.

Hopkinton, MA, US

• Review and recommended software automation testing
• Research, analyzed and provided cost effective recommendations for global Technical Support.
• Supported the Product Integration Group by developing performance enhancing tools such as a web portal, Project tracking, Time Tracking, and Paging systems
• Developed a prototype for an online automated system for employee reviews, succession planning and career development for HR.
• Researched and deployed new technology to be used to enhance individual’s performance. Such technology includes Knowledge Management, Voice over IP, and Instant Messengers.
• Oversee the on-going maintenance and support of both production and test servers.

OO

• Assisted in the developing and maintenance of SunLife’s web based solution for communicating to their field agents.
• Developed and tested install packages for SunLife’s software using InstallShield.
• Developed an application to using IBM’s Personal Communications 3270 to connect to the mainframe and download policy information. Automating this process allowed users to download an unlimited number of policies.
• Developed a database application for processing payouts for life insurance claims. This application saved $1 million dollars in inaccurate payouts in the first year.

Mba, Information Systems

Msis, Information Systems

Bs, Computer Information Systems