Mike Callaghan Email & Phone Number

Markham, On, Ca

Toronto, Ontario, Canada

Toronto, Canada Area

Lead support mission for IBM Watson Commerce offerings across SaaS and on-premise offerings including the IBM Commerce and Order Management portfolios. Effectively manage teams across multiple countries to provide around-the-clock mission critical technical support for clients worldwide. Focused on reducing cost of operations and delivery while driving client success. Ownership over application operations mission spanning boundaries across support, development, and operations. Lead role across Support for large divestiture.

Toronto

Developing the strategy across people, processes, products in the IBM Commerce organization to leverage so that we can better serve our customers, increase profitability and help accelerate the move to cloud.

- Manage an international team of software engineers (since 2011), responsible for delivering 24x7 remote and on-site technical assistance for mission critical commerce applications on-premise- Manage Commerce on Cloud (CoC) Support team (since 2015), brought into the growing cloud space to redefine the Support model and strategy from the ground up for CoC , building synergies across throughout the entire client experience - from onboarding, thru implementation, to go-live, and beyond. - Collaborate with engineering teams to identify and drive improvements to product architecture & functionality based on my field experience.- Manage the annual worldwide Holiday Readiness initiative across the entire Smarter Commerce portfolio. Developed and executed program to proactively mitigate risks for key retail clients during peak holiday season, through increased responsiveness, expedited time to resolution, and heightened collaboration across disciplines. Led regular cadence calls with Executives throughout the program.- Perform metric analysis cross-referencing various factors to understand patterns and trends to drive client satisfaction, responsiveness, and self-sufficiency.- Own and architect the infrastructure to facilitate better cross-discipline and cross-product communication, building stronger sense of awareness for client peaks days, go-live events and escalations. Build a stronger sense of client engagement and satisfaction. Share best practices on proactive client support and the notion of ‘event readiness’. Enabled across Support, Services, Client Success, Accelerated Value Program across the division.

- Responsible for resolving deep technical issues with WebSphere Commerce including architecture, security, performance, customizations and deployment.- Member of the inner-circle Team Leadership group, and Leader of several sub-teams within Commerce, driving resolution to aged or complex issues across the global team (Europe, Asia, North America) and leading technical projects- Evangelist for driving client self-assist initiatives by creating ISA plug-ins and acting as team and organization evangelist for IBM Support Assistant, IBM Assist-on-Site utilities, promoting usage across the organization. Leading to a Tier 2 Award for innovation and dedication to IBM values.- Led the team of “Smarter Collector Framework” implementation; architecting, designing and developing an implementation of a framework to allow efficient generation of manual troubleshooting documents as well as a corresponding automated data collector- WebSphere Commerce Client Satisfaction Champion, tasked with the role of improving overall client satisfaction across the team through education, audits, newsletters and metrics- Represented IBM Commerce Support and presented in many customer-facing conferences including the WebSphere Services Technical Conference in Las Vegas (2008), WebSphere Commerce Summit in Toronto (2009, 2010), Customer Briefings in Toronto Lab- Hosted 6 virtual WebSphere Support Technical Exchanges on various areas of WebSphere Commerce and self-help initiatives- Security focal, authoring Best Practices document on WebSphere Commerce security used in Lab Services engagements

- Lead DB2-customer builder, responsible for running and debugging daily service builds for customers with problems, and delivery of actual DB2 code (builds)- Designed and developed tools to automate entire customer building procedures, using UNIX Shell Scripting and PERL- Designed and developed central information repository through the Web allowing access to all customer and build information, using PHP, HTML and JavaScript- Designed and developed Web tools to start, stop, manipulate, deliver any customer build- Led to Customer Builder position to evolve from building by manually performing UNIX commands step-by-step to maintaining the new tools which perform all tasks to high degree of efficiency- Designed and developed the documentation generation tool which is the main documentation method for the DB2 Development Infrastructure’s Service Build Operations & Tooling Team Developed strong skills for SQL manipulation of DB2 and databases