Michael Pouliot Email & Phone Number

Chicago, Il, Us

A member of a multi-disciplined Service Transition and Enablement team supporting the launch and implementation of complex mission critical customer operational services and systems from thought and theory through to delivery. The systems are used directly by our customers or used by Motorola staff to deliver Managed and Life-cycle Services to our customers. My day-to-day involvement supports the architectural design, requirements gathering, development, transition and the continuous improvement of the service offerings and projects that Motorola Solutions provides.Responsibilities include;· Architect Service Offers in conjunction with Offer Managers, proposing designs and costings estimations for affected centralized service delivery teams.· Collaborate with various teams, including Product Development/Engineering/Service Design, in delivering the solutions, road-map and vision.· Develop, launch, and implement a trusted framework for effective and efficient new solutions (Services, Tools and Applications) introductions into the Service Organization, spanning the entire life-cycle from service strategy through service operation.· Define, analyze and validate delivery requirements with key stakeholders for all new tools and services to be delivered in the organization.· Managing the specified acceptance criteria for service acceptance, operational, release and service readiness review throughout the project life cycle· Identify and manage all service related risks and issues to new and existing services throughout the life ensuring a consistent and seamless approach to service transition.· Ensuring all service delivery teams are aware, prepared and capable of supporting any new services.· Ensuring all service management requirements are understood by project teams and project delivered to the agreed product output at each milestone.· Facilitate release management of solutions thru formal technical reviews

COMCAST BUSINESS, Naperville, Illinois 2017 – 2017Comcast Business is a subsidiary of Comcast which, through several iterations, has handled the sales, marketing, and delivery of internet, phone and cable television to businesses.Project Management role responsible for the on-boarding of customers and the activation/deactivation of Comcast Business services through the project life-cycle.

PremiumMobileApps.com, a service of MK Five Star Products LLC, specializes in Mobile App development for small and mid-sized businesses. We develop apps for IOS and Android devices, and offer a full suite of features designed to keep your customers engaged with your business. We offer over 30 features to choose from including video gallery, push notifications with Geo-fencing capabilities, social media, appointment forms, loyalty cards and many more. Each app is fully brandable with Your Company Logo and Colors. Our apps integrate with all your social media accounts, simply link each account and it will appear in you app instantly.

Atlanta, Ga, Us

Responsible for delivery of Services and P&L for Service Desk contracts within the US. Ensure contract compliance, service level agreement adherence and the successful delivery of contracted services with the highest levels of quality. Manage Service Desk teams providing service on site at client locations. Ensure continuous improvement of service through the implementation of industry recognized ITIL best practices to ensure the highest levels of customer satisfaction. Focus on maximizing profitability through operational efficiencies. Collaborates with the Solutions Practices team, Sales and others in the development and presentation of new business opportunities as well as contract and pricing negotiations. Develop strong relationships with the client's senior management team.About Randstad:Randstad is a $22.0 billion global provider of HR services and the second largest staffing organization in the world. From temporary staffing to permanent placement to inhouse, professionals, search & selection, and HR Solutions.

Maryland Heights, Missouri, Us

Responsible for leading a Service Desk team comprised of 25 Cisco Certified Network Support Engineers on the largest Cisco Unified Communications deployment project in Cisco's history. The project, based in Bloomington, IL, is rolling out over 200,000 endpoints over a period of less than 2 years. Responsibilities include:* Managing a 15-member service desk support team, comprised of CCIE, CCNP and CCNA certified professionals, whose responsibilities include resolving the most critical issues being reported by the project. * Managing a 7-member team of Cisco certified professionals, respsonsible for provisioning Cisco Unified Communication Manager version 8.x.* Managing a 3-member team of Cisco certified professionals, responsible for supporting Special Projects related to the project.About World Wide Technology, Inc. (WWT) is a leading Systems Integrator providing technology products, services, and supply chain solutions to customers around the globe. WWT understands today’s advanced technologies, including Unified Communications, Security, Data Center, Wireless Mobility and eCommerce.

Carrollton, Tx, Us

Multiple engineering-level positions from 1990 to 2012. Sustaining Engineering Support Manager ( 2007 – 2012)Tier-3 level position responsible for managing all tasks related to the scheduling and development of all Software Maintenance and Patch releases for the Tellabs 8800 Multi-service router platform. Coordinated efforts with the cross-functional Released Product Support (RPS) team to drive customer-reported product issues into product design.Engineering Manager – Voice Quality Enhancement Group (2006 – 2007)Managed a team of 5 Software Developers responsible for Tier 3 technical support and maintenance release development for the Tellabs 2300 Telephony Distribution System, Tellabs 1000 Digital Loop Carrier, FTTP Platforms and Tellabs 3000 series Voice Quality Enhancement products. Technical Support Manager - Technical Assistance Center ( 2003 – 2006) Technical Support Manager responsible for 24x7x365 support of Tellabs 8800 data products, the Tellabs 2300 Telephony Distribution System and all EMS products. Maintained oversight responsibility for ~40 Technical Support Analysts performing troubleshooting, installation, software upgrades, testing, remote and on-site assistance, and systems application consulting domestically and internationally.Engineering Manager – Broadband Media Group (2000 – 2003)Operations Group Manager responsible for Sustaining Engineering and Marketing for the Tellabs 2300 Telephony Distribution System. Managed a team of 8 Software Developers responsible for patch and maintenance release development and one Marketing Manager.