Michael Dockham Email & Phone Number

Responsible for ensuring and communicating that the IT controls protecting Prime's information, applications, and technology infrastructure are adequate, functioning correctly, commensurate with Prime's accepted level of risk, and align to Prime's Information Security policies.

Greater Minneapolis-St. Paul Area

Led strategy planning and execution of continuous service improvements in relation to Business continuity, Service Level Management, Capacity Management, and ITSM reporting services and technology.Responsibilities / Key achievements include: Successfully built and communicated 3-year strategy Creation and presenting of ideation related to service improvements Coaching and mentoring for team analysts (senior and associate) ServiceNow liaison for all process enhancements via technology Maturity assessment, recommendations and action planning Solution development and implementation Designed, communicated, and implemented CSI program

Greater Minneapolis-St. Paul Area

Led core infrastructure team (network, compute, storage) in strategic planning, budget governance, project execution and operational excellence. Responsibilities / Key achievements include: Budget management – 5+ Million (Opex, CapEx, and Building and fixtures) Management through metrics, KPI’s and standards Positively influencing customers and partners through results and transparency Driving cultural change and maturity through meaningful and stable leadership Successfully managed core infrastructure uplift via major data center relocation

Promoted to Availability manager with a focus IT Service Management maturation, specifically in relation to improving the performance of Incident, Problem, and Change management.Responsibilities / Key achievements include: Re-designed and implemented Incident Management functions and hours Successfully built and implemented Problem management process and practice Mentoring and managing diverse staff with numerous functions Implemented and fostered managing by data and analysis to drive long term improvement to system availability

Managed and improved 24 x 7 staff of Enterprise Operations analyst who were responsible for the health of enterprise level infrastructure and applications.Responsibilities / Key achievements include: Creative and collaborative schedule design and implementation Implementation and design of knowledge management tooling and best practices Improved team morale, recognition, and overall retention (+35%) Stood up key activities and hand offs to ensure knowledge transfer among shifts and partnering teams

Promoted to Help Desk manager with a focus on strategic direction, budget management, and driving the Help Desk towards Merrill Information Technology’s future state. Responsible for incident, problem, and change management processes across the organization.Key Achievements / Responsibilities include: Budget management – 800k Project Manager for all PMO approved Help Desk projects  Supervisor mentoring  Driving cultural change Process improvements based on ITIL guidance Process lead for Incident and Change Management controls (SOX compliance) Cross team partnering and relationship building Team goal setting based on identified KPI’s (Key Performance Indicators) Process redesign and execution for Knowledge Management and High priority incident handling Cost saving analysis and planning

Engaged with HDI members regarding electronic and hardcopy resources related to Service Desk expertise.

Started as a third shift Help Desk analyst. Moved to days, and took a promotion as a Help Desk lead during first shift for over two years.

Bachelors Degree, It Management

Associate, Application Development And Programming