Mike Willard Email & Phone Number

Charlotte, Nc, Us

Columbus, Ga, Us

- Strategic management, executive reporting and continuous improvement of the SaaS Enrollment Platform, Production Incident, and Defect Management teams.- Led support transition efforts from legacy enrollment platform to pilot & launch of fully redesigned next-generation release. - Implemented new Jira Service Desk support ticket system to optimize reporting & continuous improvement capabilities and minimize waste actions.- Drove retrofitting and streamlining of support workflow\ticketing environment to accommodate integration of business-side support; reduced Incident closure time by 42%.- Built reporting dashboards for Tier 2 Business Support & Tier 3 SaaS Incident Management with Confluence/Jira Custom Charts providing critical executive daily visibility.- Established Incident Analyst Quality Program powered by error metrics from historical ticket data. Tracking these areas resulted in reducing waste defects by 90% and Incident reopens by 65% YoY.- Spearheaded development accountability culture including creating Release Impact reporting, hosting Development/Release retrospectives, mandatory Root Cause Analysis sessions for all high impact defects.- Executed strategic offboarding of defect remediation efforts to original source while still retaining defect product owner responsibility. This consolidation further increased development accountability, visibility and efficiency.- Exceeded unified team SLA targets by 9% in the first year.

Columbus, Ga, Us

- Matured department from a "workaround team" into a cogent full-service post-production service team providing a single source for Incident Management, Service Request Management, Defect\Problem Management and Reporting.- Completely Rebuilt department KPI reporting with a focus on sustainability and flexibility.- Negotiated centralized takeover of the otherwise distributed platform defect management efforts to address lack of incentivization and progress.- Leveraged intra-team knowledge of defect nuances and impacts to provide full service root cause analysis, development, QA and production release support. Improved defect resolution output by 300% compared to previous roadmap-side process.- Assigned Senior Analyst into unique development ambassador role on defect team with hybrid product owner, scrum master and customer liaison responsibilities.- Oversaw period of significant growth that had platform user & incident volume double year over year (+250k & +9k, respectively).- Leveraged improved reporting to create volume and staffing projections that proved the need for additional headcount that kept backlog at expected levels.- Leveraged new resources to free senior personnel to focus on complex issues. Reduced running incident backlog by 90% and average age at closure to less than two days. - Led effort to integrate ticketing platform into customer use, eliminating multiple tracking systems and simplifying reporting.

Columbus, Ga, Us

Lead duties on brand new Support team. Focus on ITIL-inspired process, SaaS platform incident management, service request processing, training, escalations, and metric reporting & trending. Specializing in post-production Partner Integration issues.

Chesapeake, Virginia, Us

Business Analyst role supporting Oracle retail backend. Requirements gathering, resource coordination, QA, technical analysis.

Charlotte, North Carolina, Us

Network Deployment Project Management; primarily network appliance deployment and refresh projects. Responsible for deciphering Statements of Work, creation of Project Plans, logistics, coordination of technical resources for the purposes of appliance configuration, turn-up, and deployment through lifecycle and service management.

Saint Louis, Mo, Us

[Trailer] Leasing and Rental Logistics

Inside Sales

Dallas, Tx, Us

Managerial Consulting; 1 Project

Reading, Pa, Us

Truck and Tractor/Trailer Rental Logistics