Mike V. Email & Phone Number

Responsible for the management of large scale ServiceNow implementation. Key Responsibilities:• Accountable for planning, monitoring, and managing ServiceNow project implementation • Accountable for budget management, forecasting, resourcing, and reporting • Recommending and implementing best practices, processes, and procedures for ITSM, ITBM, ITOM, and CSM areas that support the business needs and supports operational excellence by increasing efficiency and effectiveness • Providing hands-on leadership and project management to ensure deadlines are met and key deliverables are accurate • Managing interaction with client leadership and other business stakeholders to set the proper expectations• Managed multi-million dollar budgets for large customers

• Providing hands-on leadership and project management to ensure deadlines are met and key deliverables are accurate • Managing interaction with client leadership and other business stakeholders to set the proper expectations• Accountable for planning, monitoring, and managing ServiceNow project implementation• Managed multi-million dollar budgets for large customers

Greater Seattle Area

Member of a skilled team of Engagement Managers providing Agile methodology and Scrum framework for the implementation of ServiceNow. Managed projects with over $4M in total revenue. Key Responsibilities:• Collaborate with internal and external stakeholders to collect requirements. • Facilitate planning sessions with business owners and resources to focus on defining project scope, developing workflow, and determining deliverables.• Create and maintain project documentation including project plans, workbooks, etc. • Provide effective communications between Project Managers, Business Owners, Developer teams to support solution delivery.• Tracking project timelines, deliverables • Assessing risks, decisions, action items and resolving issues. • Facilitate daily Scrum meetings to ensure product delivery satisfaction.

Greater Seattle Area

Member of a skilled team of Engagement Managers providing Agile methodology and Scrum framework for the implementation of ServiceNow. Key Responsibilities:• Collaborate with internal and external stakeholders to collect requirements. • Facilitate planning sessions with business owners and resources to focus on defining project scope, developing workflow, and determining deliverables.• Create and maintain project documentation including project plans, workbooks, etc. • Provide effective communications between Project Managers, Business Owners, Developer teams to support solution delivery.• Tracking project timelines, deliverables • Assessing risks, decisions, action items and resolving issues. • Facilitate daily Scrum meetings to ensure product delivery satisfaction.

Tacoma, Wa

Member of a skilled team dedicated to providing IT Operations and other departments with a single point of contact for the expansion of the DaVita infrastructure network. Managed and supported phases of delivery from Design, Provisioning and Integration. • Led planning sessions with business owners and resources to focus on defining project scope, developing workflow, and determining deliverables.• Steered the intake of new design and provisioning requests.• Managed server builds requirements, timelines and productivity on deliverables needed to support multiple business units, clinical, and enterprise environment platforms.• Support status and process monitoring through all phases of the Service Delivery Management process.• Provided effective communications between Delivery Managers, Business Owners, and IT operations teams to support Solution Delivery.

Tacoma, Wa

Member of a skilled team that is the central point of contact for coordination and communication of network impacting events across the business and technology stakeholders to ensure that proper synergy is in place to facilitate the Major Incident process framework. • Manage the communication and troubleshooting efforts for real time business and service impacting events that affect DaVita and DaVita Strategic Business Partners. • Engage across multiple business units, internal and external to DaVita, to create better working relationships to improve restoral time and communications through additional understanding. • Engage across multiple business units to compose & enact preventive measures to maintain uptime of 99.999%. • Established training criteria for new employees including evaluations to ensure effectiveness and efficiency.

Issaquah, Wa

Lead of complex team of Major Incident Managers who are the central point of contact for coordination and communication of network impacting events across the business and technology stakeholders to ensure that proper synergy is in place to facilitate the Global Event Management framework. • Managed the communication and troubleshooting efforts for real time business and service impacting events that affect Microsoft and Microsoft Partner Businesses. • Engaged across multiple business units, internal and external to Microsoft, to create better working relationships to improve restoral time and communications through additional understanding. • Delivered leadership qualities while promoting team collaboration regarding schedule policy, communication and responsibilities. • Provided training and certification to new employees ensuring effectiveness.• Conducted reviews of training materials to ensure materials are inclusive of new information.• Collected, analyzed and interpreted data from evaluations to determine training effectiveness

Kirkland, Wa

Operations Supervisor for Network Operations Center tasked with managing and leading a diverse group of individuals to drive network efficiencies. This included: cross-collaboration with other IT teams & external partners to streamline processes and systems to ensure maximum uptime for customer satisfaction. • Manage staff of 8 onshore / 9 offshore NOC Analysts ensuring proper staffing levels in a 24/7 environment.• Dedicated efforts on creating quality programs to provide useful feedback, building team morale by implementing schedules allowing for better work/life balance.• Create documentation for network impacting events to ensure consistent methods for resolution within Service Level Agreements.• Provide 24/7 major incident management, coordinating communication with various engineering teams and C-level personnel.• Provide post mortem documentation to various business units within company and external vendors.• Provide monthly review measuring staff against prior performance and KPIs relating to customer satisfaction and personal performance.• Create and implement training procedures to new and existing employees.

Bellevue, Wa

Resource Planning Analyst for Global Customer Operations tasked with developing a forecasted schedule for new hire training as Expedia transitioned to a new training methodology. • Completed the New Hire Training Overhaul project on time, which included building forecasting models for Expedia US Customer Service, US TeleSales and US Tier 2 projecting FTE needs and attrition. • Engaged with global vendor partners to confirm weekly that the projections were obtainable.

Bothell, Wa

Operational Manager for Customer Service team of 13 agents tasked with managing and leading a diverse group of people to ensure customer satisfaction while driving revenue. • Cross-collaboration with Sales, Marketing, Warehousing and Technical Support to streamline systems and procedures that saved time and money for the business and customers. • Create and implement training for existing employees to ensure top performance.• Establish evaluation criteria for each aspect of job performance.• Developed special projects for top performers to include promotion opportunity & increase job satisfaction• Collected, analyzed and interpreted data from evaluations to determine training effectiveness

Bellevue, Wa

Department Manager for Customer Service and Tier 1 Technical Support tasked with creating and managing a small number of individuals to ensure customer satisfaction while driving revenue and preventing attrition. • Collaborating with IT, Marketing and Sales teammates to streamline onboarding of customers.• Authored departmental policies and procedures for Customer Service and Technical Support.• Implement procedures for the resolution of technical issues.• Education of policies and procedures to all staff.

Kirkland, Wa

Lead Call Center Supervisor tasked with managing several teams of individuals with varying degrees of responsibility to provide outstanding customer satisfaction. • Led a team of 22 Supervisors, ensuring all company metrics were achieved. Provided mentoring on personnel matters, achieving team goals. • Managed a team of 15 to reach metric goals relating to customer satisfaction and personal performance. • Provided training to new hires in conjunction with training staff.• Led training sessions for technical support agents on weekly basis.• Developed evaluation criteria for new hire training.• Collected, analyzed and interpreted data from evaluations to determine training effectiveness.

Lead Network Operations Center Analyst tasked with managing and leading a diverse group of individuals to drive network efficiencies. This included: cross-collaboration with other IT teams & external partners to streamline processes and systems to ensure maximum uptime for customer satisfaction. • Technical Account Manager for high value interactive television campaigns including the NBC hit show “Deal or No Deal”.

Kirkland, Wa

Call Center Supervisor tasked with managing team of individuals with varying degrees of technical knowledge to provide outstanding customer satisfaction.• Managed a team of 15 to reach metric goals relating to customer satisfaction and personal performance. • Achieved top scores for team KPI’s (AHT, ATT, QA)

Member of a complex team of specialists tasked with ensuring the stability and resolution of network impacts to the National Voicemail Operations platform. This included: cross-functional collaboration with Engineering, GNOC, Change Management and other IT teams internal and external to AT&T in order to drive resolution. • Project Manager tasked with planning and contributing to installation of new platforms across the US. • Supervised the National Voicemail Operations of 2G Voice Activated Dialing platforms.