Mike Dexter Email & Phone Number

Philadelphia, Pa

I lead innovative IT projects that contribute to the mission of advancing science, delivering outstanding patient care and enabling continued education of the physicians and scientists who carry on the Penn legacy of excellence.

Philadelphia, Pa

Voorhees, Nj

This position focused on the successful integration of many key Functional Areas; including Core Infrastructure, Network, Endpoint, Service Desk, Service Management, Risk Management, Access Management, Cyber Security and Physical Security. This position reported directly to the Vice President and Chief Digital Infrastructure & Security Officer. Key accomplishments are as follows:• Program Lead for the strategy, design and build of American Water’s new data center, which was promoted to production in June 2018. This $41 million-dollar project provided American Water with the foundation for innovation by implementing cutting edge technologies such as a Cisco Nexus network capable of Application Centric Infrastructure (ACI), IBM V9000 all flash storage, IBM Elastic Storage Server (ESS) at 4+ petabytes for big data/analytics and Docker containers for rapid application development and deployment. One example of how this technology translated to business value was in batch performance, which increased by approximately 20%. This will expand American Water’s capacity to read additional meters and bill additional customers daily. • Project SWAT Lead for the Call Center Optimization Project. This $14 million-dollar project created both efficiencies in Call Center Operations and an enhanced customer experience. Key enhancements of this project included replacing an analog Avaya system with a Cisco UCCE VoIP system, implementing a state-of-the-art Nuance IVR, integrating Bucher & Suter calls flows with American Water’s SAP CRM system and replacing the Verint Workforce Management system with a Calabrio Workforce Management system. These enhancements have resulted in reduction of calls in queue and customer wait times, an increase in calls handled by the IVR rather than an agent and greater overall customer satisfaction survey results.

Voorhees, Nj

This position provided leadership to a team of twenty-three employees across eleven unique disciplines; Enterprise Monitoring, Batch Scheduling, Data Center Operations, Linux, Windows, AIX, AS400, VMware, Citrix, Storage and Data Protection. Key accomplishments are as follows:• Managed a highly virtualized data center with over 2,000 servers and over 4 petabytes of storage. Deployed Hadoop and SAP HANA platforms to provide innovative, big data solutions; delivering value by providing data driven business analytics and improving customer service. • Implemented BMC Control-M for Batch Scheduling. This conversion provided $334,542 in cost avoidance for American Water through 2020. Process improvements and automation will eliminate over 1,000 hours of work each year over the next 3 years.• Deployed state of the art, free cooling computer room air conditioning units in the Hershey Data Center. Captured full return on the capital investment and saved 151,833 kWh or $18,220.00 annually as a result of this technology, while also contributing to American Water’s company value of environmental leadership.• Provided ongoing management for the American Water ITS Service Company Capital Budget. This budget consists of a portfolio of investments, which represent approximately $2.5 Million dollars in recurring annual funding. Demonstrated an exceptional level of business engagement, vendor management and coordination across many Functional Areas that have led to enhanced business satisfaction and regulated financial compliance. • Constantly developed a culture of excellence within the Computer Operations, Server and Storage Team through employee engagement, professional development and team leadership.

• Coordinated resources and implemented project plan for Windows XP deployment to end user workstations in 20 cities across 2 continents. • Played a key role in the introduction of new offices in New York City & Toronto, Canada.• Responsible for IT hardware/software procurement and asset management for the entire firm.

• Directed community and economic redevelopment initiatives for non-profit consortium of 9 educational and healthcare institutions located in Northwest Philadelphia.• Responsible for management of fundraising initiatives, technical assistance programs, financial oversight and staff administration for an office of 5 staff members and a rotation of 10-12 college interns. • Operated the CBC Virtual Business Incubator. This $475,000 project offered a portfolio of business services and technical assistance to the local community.

Ba, Economics

Master Of Business Administration - Mba

Education record

Education record