Mike Morrill Email & Phone Number

Salt Lake City, Ut, Us

Salt Lake City, Utah

Greater Salt Lake City Area

Managed the delivery of contracted outsourced services such as business process and information technology to clients with account revenues with range up to $25.8 million over business tiers Service Desk and Field Services. Served as the primary point of contact to the client for overall and day-to-day service delivery. Ensured Service Level Agreements and Key Performance Indicators as defined in the contracts were met or exceeded. Ensured that implementations and ongoing services were delivered on time and meet client requirements by maintaining tight control over the project schedule, risks, scope of work and budget. Maintained strong client relationships, and led both client and internal meetings regarding performance to ensure client satisfaction. Responsible for operational collaboration with teams and subcontractors to maintain a clear understanding of the client's needs, and provides day-to-day client advice and support. Promoted the organization's capabilities and works to achieve contract extension or to earn additional business within the account. • Owned the accountability to the Statement of Work, Service Level performance, and contract compliance through monthly, quarterly and annual financial and performance reviews onsite with clients.• Investigated Root Cause using Problem Management resources and/or Major Incident Management teams, implemented corrective action when necessary, and delivered formal RCA presentations• Achieved quarterly margin improvements, and annual average improvement of 8% over target. • Able to migrate experienced Service Desk team from outgoing client to incoming client literally overnight including training and testing. I was able to stand up a second desk for second company in 54 days.• Maintained ‘GREEN’ status over the length of the time I served on the accounts (14 months and 12 months), addressing issues that threatened ‘GREEN’ status in a timely manner.

Greater Salt Lake City Area

Responsible for all phases of Work Force and People Management from the initial hiring event to managing the relationship, training, coaching, and terminations as required of onsite employees. Management of time cards, developing staffing database and models, operational reporting, and overseeing the delivery of helpdesk solutions to both internal operations and account management. Broad understanding and application of industry practices, principles, theories, concepts, and standards. Work was performed under minimal direction with significant collaboration with Account Management and onsite Operations Managers.• Ensured accountability to performance targets through rigorous coaching and mentoring.• Managed to primary targets of: handle time, customer satisfaction, quality, service desk resolution, process and policy adherence, and documentation standards through effective expectations and mentoring.• Thoroughly documented High Severity issues including timelines, actions, events, and communications.• Assisted in development and execution of Demand Planning, and Account Strategy planning.• Developed Business Continuity and Disaster Recovery Plans with the client and internally.• Won 5 monthly awards for Service Manager in 2013 and 2014.• Won Gold Innovation Award for implementing Power and Networking Outage Solution

Greater Salt Lake City Area

Responsible for all phases of Work Force and People Management from the initial hiring event to managing the relationship, training, coaching, and terminations as required of Service Desk employees. Management of time cards, developing staffing database and models, operational reporting, and overseeing the delivery of Service Desk solutions. Broad understanding and application of industry practices, principles, theories, concepts, and standards. Work was performed under minimal direction with significant collaboration with Account Management and onsite Operations Managers.• Ensured agent accountability to performance targets through rigorous coaching and mentoring.• Managed to primary targets of: handle time, customer satisfaction, quality, service desk resolution, process and policy adherence, and documentation standards through effective expectations and mentoring.• Ensured timely training and refreshing of account content of agents.• Identify issues with process and gaps of knowledge to the account team.

Greater Salt Lake City Area

Worked to ensure calls were resolved or escalated in a timely manner. Would direct agents to follow correct process or take over call when needed. Checked to ensure agents had tools and access to perform job function. Work was performed under minimal direction with significant collaboration with Account Management and onsite Operations Managers.• Ensured agent accountability to performance targets through live time coaching and mentoring.• Managed to primary targets of: handle time, customer satisfaction, quality, service desk resolution, process and policy adherence, and documentation standards through effective expectations and mentoring.• Identify issues with process and gaps of knowledge to the account team.