Michael Whitehurst Email & Phone Number

Moreno Valley, Ca, Us

Moreno Valley, Ca, Us

Greater Los Angeles Area

In true startup fashion I wore many hats at Vapor.io including running our field service team, network operations center, customer onboarding, customer support, and internal business systems.

Pasadena, Ca

Everbridge is the premier provider of emergency alerting services in the world. They have experienced amazing growth since their inception in 2002 and I shepherded the Technical Support organization through a significant growth phase that included going public.

Greater San Diego Area

SpokeGrenade manufactures and sells high powered bicycle lights and other cycling accessories. Launching SpokeGrenade was an amazing learning experience. It gave me the opportunity to learn aspects of a products based business that I had previously not been exposed to in my career. Specifically I was able to grow my knowledge of product sourcing, logistics, and marketing strategy, as well as develop creative outsourcing solutions which have allowed me to disconnect from the day to day running of the business.

Irvine, Ca

As the technical support organization matured I shifted to an emerging department. M86 had committed to moving to the cloud and I stepped up to build the team that would oversee operations. Since it was a new venture for the company I again found myself building from scratch. Several customer facing SaaS initiatives were put on my plate and work began. As 2011 progressed, Trustwave interest in M86 grew and several projects were paused. During this time I continued strategic planning and even managed to reduce operational cost for a web property that M86 owned by 90%.

Houston, Tx

As NetIQ was preparing to be acquired by Attachmate they began divesting of various non-core assets. The Marshal product suite was one of those. When the deal finally closed in December 2005 I took on the role as head of global support. We were able to leverage the NetIQ team for a few months but my first order of business was building our team from scratch. This team at M86 ended up being about 35 people in 4 locations on 3 continents. We provided 24/7 technical support to our 10000 worldwide customers. The company experienced some dramatic growth in the first few years but I managed to keep the support organization budget flat. I accomplished this by finding numerous efficiencies in our processes and implementing dozens of automations. In the later years of this role the company grew through a merger and several acquisitions. Merging teams is never easy but it is an interesting challenge. I was ultimately able to bring the teams under a single process while maintaining our high customer satisfaction.

Houston, Texas Area

After Joining NetIQ I quickly ascended into a leadership role. I was placed in charge of the Asia-Pacific (APAC) support team and oversaw their daily operations. My primary responsibility was to ensure that our SLAs were being met by reviewing the team's queues and providing guidance. In this role I developed many of the tactical customer experience tools that became the customer support process under M86. Additionally I served as the Technical Account Manager (TAM) for the APAC region and worked directly with large customers in Australia, New Zealand, and Japan.

Houston, Texas Area

One part of the Enron story that often gets lost is the innovative way that the company embraced technology. For example, we were early adopters of various communication technologies, including blackberry, Nextel 2-way, and were the first enterprise site to roll out Exchange 2000. I was proud to be part of that effort and held several positions before landing on the systems monitoring team. When I joined the systems monitoring team it was just getting started. Enron Online was a 300 server strong trading platform, and was poised to re-shape the way energy was traded in the open market. Like many ambitious projects, it grew extremely quickly and the company found itself with a problem. There was very little visibility of the systems' health. We were tasked with building the team, systems, and processes necessary to ensure availability of Enron Online. We implemented various tools including Netcool and Operations Manager and I helped define the specifics of what we needed to monitor. I was also part of the 24/7 monitoring team and directly responded to alerts, often working with other departments to resolve them.