Mike Provencher Email & Phone Number

Plano, Texas, Us

Overland Park, Kansas, Us

Overland Park, Kansas, Us

Led the technical design and development of a large Sitecore implementation.

Overland Park, Kansas, Us

Leading a team responsible for implementing Ektron's CMS

Londonderry, Nh, Us

Philadelphia, Pa, Us

Responsible for overseeing the implementation of a content management system into their websites

Nashua, Nh, Us

* Provided tactical operational support and strategic direction for the services organization* Successfully grew a U.S. based team into a global services organization with over 100 direct reports* Worked closely with project managers, product engineering and client stakeholders to ensure project success* Conducted daily stand ups with my PM's to stay abreast of project statuses* Implemented risk mitigation methodology to reduce project risk* Directly involved in all project escalations* Directly involved in managing some of the most strategic projects* Wrote statements of Work and proposals* Provided project vision to clients * Developed and implemented project execution methodology* Managed resource assignments (onshore and offshore) and project assignments ensuring optimal resource utilization levels and PM work loads* Analyzed sales pipeline reports to predict future staffing needs* Employed MBWA management technique * Managed P&L for entire services organization* Developed several KPI's and metrics to measure performance and predict financial numbers * Increased gross margins to over 40%* Increased services revenue to over $18M a year* Increased monthly services cash collections from $800K to $1.7M in under 6 months.* Worked closely with accounting to develop yearly budgets/revenue targets* Responsible for hiring, handling personnel issues, coaching and staff development* Created a 3-step team member performance tracking system ensuring real-time communication regarding team member's performance* Increased client and partner adoption of Ektron's products by creating a world class training program* Worked closely with the sales team to assist them in closing highly competitive opportunities* Provided direction to product engineering regarding client feedback* Cultivated relationships with key strategic clients such as the Johnson and Wales University, United States Golf Association, Aramark and SunGard Higher Education

Nashua, Nh, Us

Managed day to day operations of the technical support team. Responsible for overall issue management, skill development of the team and crisis resolution for high priority cases or case escalations. Challenged to create a highly efficient process to ensure the satisfaction of a fast growing customer base.* Grew team from team of 2 to a world class support team of 12* Mentored team on how to set and manage client expectations resulting in fewer support escalations due to lack of response* Achieved a 75% case closure rate within 4 days by developing an efficient work flow and mentoring the team on how to debug an issue* Influential in the decision to bring on a CRM system (Salesforce.com) resulting in improved issue tracking, better communication to our customers and cross functional organizational communication. * First winner of the monthly “Tron” award (2004) awarded to those employees who have gone above and beyond the call of duty

Nashua, Nh, Us

Coldfusion Web Developer. Resolved product related issues reported by external and internal clients. Provided training to Ektron’s clients and to new hires on the full suite of products. Provided internal IT support for workstations, servers and the phone system. Assisted the Ektron sales team in sales demos.* Handled in excess of 20 cases a day ranging from simple to complex product related issues. Resolution of the cases required strong knowledge of client/server technology, HTML, JavaScript, ASP and ColdFusion* Wrote sample code and COM objects to debug, fix and validate issue resolutions* Successfully closed over 8000 cases* Successfully trained client such as Syracuse University, Taunton Press, Hartford Steam Boiler, Unilever and Corning on Ektron’s products* Provided feedback from the clients to product engineering regarding product stability and feature set to ensure that future versions worked as expected

Grapevine, Texas, Us

Staff Scheduling, training and management, Shrink management, store reporting, hiring, inventory management, displays

Master'S Degree, Information Technology

Bachelor'S, Comptuer Information Systems