Responsible for driving secure messaging and SMS text technology vision, strategy, priority, roadmap, and engagement with enterprise-wide stakeholders to enable awareness and alignment.Developed and maintain the secure messaging and SMS technology roadmaps including, customer integrations, prioritization of product capability enhancements, continuous performance, recognition of business and market trends, and overall capability champion.Project success: UnitedHealthcare (UHC) had a significant effort to build out an SMS roadmap to support their digital transformation initiatives. Partnered with UHC to understand the critical business features needed to help displace third-party technology vendors supporting SMS while working to understand the high-level sizing and prioritization to drive what was possible with current staffing and infrastructure. The output from this exercise was a balanced roadmap utilized to monitor progress and reprioritization facilitation.Manager comment: “Mike has full accountability for all the product deliverables. For his product suite, Mike focused heavily on the strategy, roadmap, financial health, and OKRs. He was able to balance his ideas/priorities for the products while accounting for all business priorities.”

Responsible for providing support of the organization’s consumer experience and digital strategic initiatives for digital service channel capabilities focused on strategy and roadmap based on business priorities for capabilities including web self-service, chat, secure messaging, SMS, and customer data.Developed and maintain the secure messaging and SMS capability roadmaps including identification of business areas, web portals, and operational impacted groups.Project success: Supported post-chat deployment activities and white paper development shared with key executives, provider experience, and product stakeholders. This led to the request from product stakeholders to learn more about digital service channels and call center technologies in general. Developed Agent Desktop Analysis deck shared with the Chief of Operations and other key executive operations leaders across Optum. Manager comment: ”Mike took on this additional responsibility and partnered with our team and business analysis to transition the work and compiled several sources of data into a comprehensive analysis that was able to be easily digested and transitioned to the Operations Experience Owner going forward. The analysis was well received.”Partnered with internal technology teams on product enhancements to support operations and operational readiness for operations including post-deployment metrics and reporting.Manager comment: “Mike is very open to learning new skills and taking on additional responsibilities as well as getting up to speed quickly. He is analytical and a structured thinker. His personable approach and style fit in well within and across our team.  He actively engages and asks appropriate questions to better understand the situation.”

Responsible for providing technical expertise and leadership to the business to assess, build, and implement new digital solutions and processes, working with business partners to define requirements, develop cost/benefit comparisons and plan and implement the resulting changes in line with the business strategy. Project success: Launched new corporate website—including multilingual international websites—on Adobe Experience Manager (AEM) while managing third-party vendors. Manager comment: “Kept the project under control, complementing or overriding the vendor as necessary to get the environment ready and deliver a successful new digital face for AMS.”Developed new Terms of Use and Privacy Policy—the focal point being a collection of sensitive customer data—in conjunction with legal teams and external privacy consultants.Project success: Completed separation and implementation cut-over of commercially sensitive digital systems in advance of the required timeline through effective collaboration with internal business partners and external vendors.Prior to the separation of digital systems, the expedited delivery of several international websites ahead of schedule recognizing the value of such web presence for internal business partners. Created a complete, cohesive design guide for digital assets and implemented it across corporate websites ready for the day one announcement of the new company identity. Manager comment: “This was the most aggressive rebranding project in the company as no other asset had to be addressed in such a short timeline. A really good demonstration of Mike's creativity and ability to deliver!”Improved real-time decision-making and predictive capability by moving Physician Locator reporting from spreadsheets to an informative and visual dashboard for sales and marketing.Managed the design, delivery, and support of 70 websites. System Administrator of 2 VPS servers running 40 websites.

In this website coordinator/administration role, responsible for maintaining a cohesive design for the divisional website and increasing its online marketing presence. Merged a complex collection of websites and Lotus Notes databases into a single division website.Modernized website by converting to XHTML/CSS table-less design.Consolidation and promotional campaigns increased monthly transactions by more than 200%.Developed policies, processes, and standards to ensure the website’s 2,700-plus pages were reviewed monthly by content owners to verify accuracy and timeliness of information posted.Inspected all content prior to posting to ensure it followed corporate web standards included preferred language and terminology consistent with the corporate message.Managed all marketing activities for the website including internal email campaign, user group studies, webmaster forums, in-depth cost analysis, and information architecture.