Michael Linskey Email & Phone Number

Bedford, Nh

Dover, New Hampshire, United States

* As a product owner, spearheaded successful Implementation of new vendor platform dedicated to Office of Foreign Assets Control (OFAC) screening. This involved leveraging REST API capability to transition from scheduled processing of flat files to real-time screening against federal government sanctions lists.* As a product owner, architected and configured a comprehensive issues management module within OpenPages. This solution empowered business partners to effectively track, manage and mitigate market conduct exam issues, minimizing exposure to compliance fines and penalties.* As a product owner, led the development of Cognos reporting for Licensing migration effort. Authored or updated 65+ reports, providing critical insights to stakeholders though the migration process. Additionally, played an instrumental role in facilitating the transition from on-prem Oracle database server to cloud-based Azure database server.

Dover, New Hampshire, United States

* As a product owner, successfully upgraded OFAC hardware to virtual environment, which entailed decommissioning of physical servers. Also re-engineered homegrown batch scheduling application to optimize the runtime of 100+ nightly feeds from eight hours to 10 minutes, significantly reducing system's vulnerability to network outages.* As a product owner, led Corporate Compliance migration from Mantis issue tracking application into JIRA, the industry standard solution. Performed comprehensive field mapping, conducted test migrations, analyzed data, resolved errors and ensured successful production migration and user training aspects of the project. Architected application-specific dashboards for teammates and business partners.* As a product owner, demonstrated strong commitment to customer service by volunteering to assist in effort to reduce tickets in high-volume Sharepoint queue. In just six months, closed roughly 900 tickets, also documenting critical troubleshooting processes. These efforts contributed to significant reduction in average daily ticket count from over 100 tickets a day to between 50 and 75 per day.* As a product owner, authored and updated hundreds of support scripts and technical documentation for use by offshore production support team. Additionally, established essential PowerBI connections to SQL databases and designed impactful metrics enabling business partners to gain valuable insights on resource allocation and maximum compliance impact.

Portsmouth, New Hampshire, United States

* Spearheaded process creation around identification and elimination of abnormally-ending midrange and mainframe production jobs across Liberty Mutual's three domestic data centers, resulting in elimination of 69% of relevant failures over 12-month period.* Created monthly report showing interaction volume YTD for 12 Corporate products and highlighting issues causing spikes in support tickets. Effort resulted in 34% increase in root cause elimination efforts, support scripting enhancements and greater corporate awareness of relevant issues.* Provided monthly actionable data to market partners, highlighting spikes in P3 volume and explaining reasons for variances in mean time to resolve and resolution within SLA metrics. Also tracked statistics on call volume, script efficiency and potential for automation, resulting in generation of multiple problem tickets pursuing root cause mitigation and elimination.

Portsmouth, New Hampshire, United States

* Partnered with User Support Center to enhance desktop backup support scripting, which led to an increase in first-call resolution from mid-60% range to 80+% range in course of four weeks.* Led migration effort of Liberty Mutual and Safeco Insurance support scripting from homegrown databases to vendor-hosted tool, assuring solutions were comprehensive and accurate for use by L1 and L2 help desks.* Reduced cycle time of creation and posting of troubleshooting scripts from 16 days to 6 days, a 30% reduction.

Dover, New Hampshire, United States

* Volunteered to assist understaffed Personal Markets help desk with large backlog of support tickets, trained help desk agents on leveraging centralized L1 help desk to streamline operations.* Led support scripting initiative on backup and recovery knowledge, increasing first call resolution from 30% to 73%.* With no prior web development experience, built, implemented and maintained internal Windows 2000 at Liberty Mutual website, keeping 30,000+ employees informed and supported during migration from Windows 95 to Windows 2000.