Michael Meade Email & Phone Number

Franklin, Tn

Franklin, Tennessee, United States

Franklin, Tn

- Provide comprehensive program management services for assigned customers. Function as mediator, advocating customers' needs towards current contractual obligations, SLAs and new business opportunities. Accountable for the overall success of the customer engagement.- Program managed ServiceNow instance consolidation for large HealthCare customer including ITSM applications and self-service portal. Provided ITIL process and ServiceNow administration for multiple ServiceNow instances. Implemented Genesys cloud ServiceNow connector for leveraging call data within ServiceNow Incident, Case and Interaction tasks.- Program managed IT Service Desk team transitions from key customer competitors.- Program managed IT support automation implementations for service desk agents and customers. This included chatbot within Microsoft Teams integrating to ServiceNow and Genesys cloud phone system.- Complete regular contact and operating reviews with key customers to measure contractual SLA performance and fully understand their needs and expectations towards their company. Serve as initial escalation for program and project management related issues.- Lead recurring and ad-hoc meetings, update upper managers on the status of accounts, and closely collaborate with accounts management to always find the best course of action. Primary point of contact for all cross-organizational interactions and projects.

Brentwood, Tn

- Responsible for the operational implementation of key Service Management processes utilizing the ITIL v3 framework. (Service Level Management, Change Management, Release & Deployment Management, Asset & Configuration Management, Knowledge Management, Event Management, Incident Management, Request Fulfillment, and Problem Management)- ITIL processes focused on continual service improvement and maturity using ITIL v3 framework. Annual process improvement maturity assessments and improvement planning.- Enterprise IT Service Management system project implementation directions include: Dell OPAS BMC Remedy v7.6, ServiceNow.- Direction and implementation of vendor partner services including service management and enterprise service desk team.- Implemented several key continual service improvement recurring meetings: Daily Operations Call, Weekly Change & Problem Management Meetings, Weekly Aging Ticket Call, Weekly Service Desk Customer Satisfaction Review Call and Monthly Service Level Management review.- Led migration of ITSM platform from Dell OPAS Remedy to ServiceNow in 2015.- ServiceNow platform owner and architect for enterprise utilization with departments outside of Information Systems: Human Resources (Including Facilities Management), Enterprise Program Management, Corporate Compliance, Legal, Quality, and Information Governance.

Brentwood, Tn

- Data Center Manager (50+ facilities, 10,000 devices, 23,000 users)- Direct supervision of 6 Managers and their teams of System Administrators, 400+ Virtual Machines, 150+ Physical Servers- Promotions with LifePoint since 2005: Systems Administrator, Manager of Information Systems.- Manager of Licensing Compliance (Microsoft Enterprise Agreement, VMWare, Citrix, McAfee, & Other Enterprise vendors)- Responsible for Corporate Data Center Budget & Enterprise Software License Budget- Project Manager/Technical Lead - VMWare Virtual Center 2.0 – 4 (VMWare Converter P2V)- IBM Tivoli Storage Manager & Microsoft Systems Center Data Protection Manager- Microsoft Operations Manager 2005 – Systems Center Operations Manager- Microsoft Systems Management Server 2003 – Systems Center Client Configuration Manager- Citrix Presentation Server 4.0 – 4.5- Network Associates McAfee ePolicy Orchestrator 3.5 – 4.5- Project Manager/Technical Lead - 3rd Party Learning Management System (Plateau) using Oracle (Database & Application Server)- Project Manager/Technical Lead – Numara FootPrints (Help Desk – Ticketing System) w/SMS Integration- Technical Lead – EMC Clarion (CX300 & CX500) SAN w/Fiber Switching- Technical Lead – CheckPoint PointSecPC (Disk Encryption)

- Information Systems team member for implementation of PACS (Picture Archiving System) for Radiology Department- Information Systems team member for implementation of Cisco remote access system. Hardware based VPN concentrator and software based VPN remote client.- Information Systems team member for implementation of medical-surgical supply chain management information system.- Cisco VPN ACE Administration (Remote clients with RSA Secure ID & Cisco Client)- Administer (4+) Windows 2000 servers, (3) SQL 2000 servers, (1) Windows 2000 terminal server- Administer (200+) desktop/laptop clients (Windows 9x – Windows XP Professional)- Workgroup software applications supported include MS Office 2000-2003- Symantec Corporate Antivirus Suite, Dameware Desktop Management Suite- 6 + campus facility with Multiple Internet T1’s, and ATM, Frame Relay WAN (CSU/DSU, Cisco routers, switchers)

- Coordination/Supervision responsibilities for 6 Information Systems personnel.- Corporate office coordination of IT planning, budgeting, purchasing, contracting, and outsourcing.- Analyze, design, and develop intranet and internet sites using MS FrontPage & MS IIS server.- Administer (2) NT4.0 with Citrix Metaframe 1.8FR1 – terminal servers.- Administer (1) NT 4.0 File/Print server with MS Exchange 5.5.- Administer (2) SQL 7.0 servers one running NT4.0 and one running Windows 2000 server.- Administer (1) Windows 2000 Server running Symantec Enterprise Firewall.- Administer (1) Windows 2000 Server running IIS 5.0 for intranet / internet websites.- Administer Samsung Key Phone System and Telekol Voicemail system running on Intel PC.- Server operating systems supported include: Netware 5.0; Microsoft NT 4.0 – 2003 Server.- Desktop operating systems supported include MS DOS 6.22, MS WIN 3.11, 9X, NT 4.0-XP.- Workgroup software applications supported include MS Office 95-2003, Crystal Report V8.5.- Network Associates (McAfee) Enterprise Suite (Epolicy Server , Groupshield, Netshield, VirusScan)- Network Associates Webshield Appliance for Spam & Virus Elimination @ Internet Gateway- Sitara Networks QoS Appliance for Ensuring Quality of Service over LAN / WAN - Experience with AS/400, and OpenVMS server. Installation/Administration of Citrix XPa w/load balancing.- 30+ location Frame Relay WAN (CSU/DSU, Cisco routers)

Bachelor Of Business Administration, Business Information Systems

Associate In Applied Science, Administrative Management