Mike Howard

Mike Howard Email and Phone Number

Lead, Office of the CTO @ Link Logistics
Chicago, IL, US
Mike Howard's Location
Greater Chicago Area, United States
About Mike Howard

I am an experienced, Global Service IT Executive with a successful record of leading diverse teams to new levels of success in fast-paced leveraging cutting-edge technologies and tools. I have 15+ years of successful leadership in Service Delivery, Customer Experience, Operations, Strategy, Finance P&L / Budget, Vendor Management, Contract Management, Project Management (PMO), Account Management, and Sales.My proven success in leading complex environments is the result of my passion for team mentoring, high energy, collaboration, direct communication, and my ability to be an effective and trusted leader. I am a thought leader and contribute regularly to C-level decision-making. I work hard continuously refining my leadership and personal skills by reading, networking, training, volunteering, sports, and listening. I belong to several established IT and Business Networking organizations, volunteer, and compete in sporting events. I am ITIL certified, finishing my Scrum Master Certification, participated in AT&T’s Top 1% Leadership Development Program, and have received several quality and performance awards. Contact Information:mchlhow@gmail.comMobile: 815-277-6025Achievements:• Successfully redesigned and implemented a variable Field Support Model saving $1.7M annually by leveraging partners, focusing the Field Engineers on complex integrations, critical support issues, Professional Services, and Software installations. • Successfully implemented a "Global Delivery and Quality Continous Feedback Process" that resulted in decreasing installation issues by 15% in the first year, • Successfully implemented a new Global Installation Process resulting in tighter Sales, Service, Partner, and customer interaction resulting in a 17% customer satisfaction improvement.• Led an MSP market turnaround in 18 months (36-month plan) establishing a new customer and performance-based culture by implementing a new market strategy, establishing key metrics, standardized processes, accountability, and mentoring. Number One Market in revenue and increased customer satisfaction by 22.1%. The turnaround was the result of growing existing customer revenue and rebuilding Sale's trust in Service.Areas of strength:• Customer / End User Experience & Delivery• Account Management• Revenue Growth• Finance: P&L, Budget Management/Structure • Operations: Manufacturing, Infrastructure, Cloud, & End User• Mentoring and Coaching• Vendor/Contract Management• Consulting: IT Organizational, Finance, Operations, & Leadership

Mike Howard's Current Company Details
Link Logistics

Link Logistics

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Lead, Office of the CTO
Chicago, IL, US
Website:
linklogistics.com
Employees:
332
Mike Howard Work Experience Details
  • Link Logistics
    Lead, Office Of The Cto
    Link Logistics
    Chicago, Il, Us
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  • Link Logistics
    Lead, Office Of The Cto
    Link Logistics Oct 2023 - Present
    Chicago, Illinois, United States
    Setting up and leading the Office of the CTO. Responsibilities include creating and setting up the organization, budget management, vendor management, contract management, and organizational projects, standards, and governance.
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  • Mbi
    Senior Director
    Mbi Jul 2018 - Aug 2023
    Greater Chicago Area
    Responsibilities include Consultant (JLL/T), Deal Scoping, Business Development, and Account Management. Areas of focus include Project Management, Infrastructure, Cloud, Software, and IT Organizational Structure. Report directly to the CEO.
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  • Jll Technologies
    Global It Infrastructure & Cloud Business Operations, It Finance, Projects, End User, & Procurement
    Jll Technologies Jul 2018 - Jun 2023
    Chicago/Global
    Responsible for managing the Global Infrastructure and Cloud budget (planning/actuals), liaison to Finance, liaison to the Business for critical issues/projects, process ownership, participated in contract negotiations/renewals, headcount tracking, addressed critical End-User satisfaction issues, and managed transformational projects. Led IT Finance, Procurement, Circuit Management, and Wireless/Mobile Support Organizations. Primary Cloud providers included Microsoft Azure and AWS.Achievements included participating in the globalization of the Infrastructure organization, successfully managing a $100M IT budget within target for four years, identifying and driving 2023 cost savings, participating in the reorganization of the Infrastructure and Cloud organization, completing several critical transformational projects, and participating in the implementation of the Cloud cost management centralization and re-structure.
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  • All Covered
    Managing Director
    All Covered Nov 2016 - Jul 2018
    Greater Chicago Area
    Leadership responsibility for the management, revenue growth, and strategy of a Managed IT Services business in the Chicago and Midwest Market. Ensuring Operational and Financial objectives were achieved for Sales Management, Service Delivery, Account Management, Engineering, Customer Technical Strategy, and Operations. P&L ownership for SMB and mid-sized commercial, Education, Finance, Legal, and Healthcare verticals. Products included Cloud, Infrastructure, Security, Procurement, Project Management, App Dev, Back-up, Consulting, Desk Side, and Helpdesk Services.Achievements include leading market turnaround in 18 months establishing a new customer and performance-based culture by implementing a new market strategy, establishing and meeting key metrics, standardized process, accountability, and mentoring- number one market revenue. Increase contract revenue by 22%, 95% of plan in first three quarters including turnaround investment. Customer satisfaction rating increased by 22.1% year-over-year.
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  • Quantum
    Senior Director, Na Field Services & Strategic Account Management
    Quantum 2007 - Nov 2016
    Greater Chicago Area
    Leadership responsibility for the North and South America Field Service Organization (111-person organization), Enterprise Account Management teams, and service partners. Responsible for the customer experience, proactive and scheduled maintenance, onsite/remote break-fix, onsite/remote hardware, PS, and software installation and integration activities for automation and disk products for Midrange and Enterprise customers. Represent Service during sales cycle for large-complex new business and contract renewals. Member of the Global Services Leadership Team reporting to the SVP of Global Services.Achievements include successfully redesigning and implementing a variable Field Support Model saving over $1M annually by leveraging partners and third-party support, and focusing Quantum engineers on complex integrations, critical issues, and proactive activities. Implemented a Skills Transformation Initiative shifting the Field from a product to a solution skill set and methodology. Implemented a Service-Quality Continuous Feedback Process decreasing Product and Service issues by 15% in the first year.
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  • Quantum
    Service Director, Northcentral Region
    Quantum 2004 - 2007
    Responsible for the management of the daily support activities of the NC Field Engineering team, maintaining a high level of customer satisfaction, ensuring existing operational procedures and processes are followed, managing and monitoring preventive and reactive maintenance activity, escalating and managing system and customer issues through the proper technical and managerial channels, headcount planning, providing feedback and drive operational and strategic issues, working closely with Sales to ensure a high level of success, and working with strategic service partners in the territory.Achievements include increasing productivity by 18% improving operational standards, consistently underran budget targets by decreasing rework and leveraging tools, consistently exceeding regional Sales achievements providing superior Pre-Sales support and solutions, and first organization to complete the "Blended Engineering" initiative.
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  • At&T
    Director, Enablement Project Management And Implementation Services
    At&T Jan 2003 - Jun 2004
    Responsible for implementation project management of AT&T Enhanced Virtual Private Network (EVPN-multi-protocol) Services for new customers and lifecycle management. Manage 13-Project Managers located in the US. Primarily implement domestic customers and provide lead Project Management support on specific global solutions. Participate in customer LAN and application migration.
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  • At&T
    Critical Issues Manager, Infrastructure & Network Operations
    At&T 2002 - 2003
    Responsible for strategic support to the Managed Services Network Operations Vice President-- voice, data, customer access, and network infrastructure (SNA/Frame Relay) for 1,500 person organization. Provided cross-functional support to Service Assurance and Delivery teams (Managed Services & Outsourcing Organization). Functional support included: HR, Finance, Development (system, application, tools) Offer, Network Operations, Enablement, and Disaster Recovery. Managed Critical customer and organizational projects. Developed and maintained executive presentation material.
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  • At&T
    Senior Manager, Premier Service Executive Team
    At&T 2000 - 2002
    Responsible for end-to-end service delivery associated with eight (four of AT&T’s largest) outsourcing deals. Managed 12-person service management team virtually located in the US. Managed weekly, monthly, and quarterly customer stewardship reviews, interfaced with AT&T and Customer Executives on service delivery and escalation issues, managed and developed a variety of custom Service Level Agreements (SLAs), and owned and tracked customer service issues to resolution.
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  • At&T
    Manager, Network Operations Support-Premier Customers
    At&T 1998 - 2000
    Responsible for the management of three-Network Operations Centers supporting the Retail, Insurance, and Financial Services customers. Managed 30 multi-protocol technicians supporting WAN, LAN, TCP/IP, SNA, frame relay, physical, logical, hardware (router, CSU/DSU, LAN Switches, modem) and ISDN technologies. Managed a multi-vendor (Telco and hardware) environment. Involved in customer network, LAN, and application problems.
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Mike Howard Education Details

Frequently Asked Questions about Mike Howard

What company does Mike Howard work for?

Mike Howard works for Link Logistics

What is Mike Howard's role at the current company?

Mike Howard's current role is Lead, Office of the CTO.

What schools did Mike Howard attend?

Mike Howard attended Depaul University, Indiana University Bloomington.

Who are Mike Howard's colleagues?

Mike Howard's colleagues are Ashley Kramer-Jennings, Noa Daskal, Arpitha Rao Annaji, Jason Mishiyev, Miriam Benjamin, Desmond Undefined, Darron Marble, M.m..

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