Michael Mcdonnell Email & Phone Number

Louisville, Co, Us

Austin, Texas, Us

❑ Integrated Cloud Advertising acquisitions into corporate tools accomplished through workflow analysis, planning, and testing❑ Developed Customer Success strategy and business continuity procedures using proven industry experience and best practices❑ Improved operational performance of Go-to-market teams by deploying management dashboards and data-driven insights❑ Established a team of sales cycle experts by recruiting, training and directing business process experts and analysts ❑ Improved accuracy and timeliness for critical sales and customer success workflows including month end close and onboarding

Austin, Texas, Us

❑ Managed Product release management and global communications for Customer Lifecycle Management (CLM)

Austin, Texas, Us

❑ Increased customer satisfaction and revenue retention by developing and deploying Customer Success practices❑ Mentored and developed Customer Success Managers using extensive experience and industry expertise❑ Improved financial management and customer satisfaction by creating the Cloud Service Credit program

Austin, Texas, Us

In 2013, PSD was the winner of the prestigious TSIA Star award for “Innovation in the Delivery of Support Services” http://youtu.be/rPtpoub3Q0Q❑ Managed cross-organizational project teams including Technical Support Engineering, Serviceability Engineering and Proactive Support Engineering❑ Improved response time and reduced hands-on labor costs by 90% through automation of fault diagnosis and field service dispatch❑ Delivered a 20% increase in customer satisfaction ratings over Oracle’s award winning service❑ Increased automation of X86 and Engineered Systems service requests from 0% to over 30%❑ Increased accuracy and consistency of part shipment and repair action plans❑ Automated validation of global RoHS compliance for parts shipped❑ Contributed to continuous product improvement by utilizing RapidSR telemetry metrics as input during the design process for the next version of product or a brand new product

Palo Alto, Ca, Us

Senior Manager responsible for:❑ Developing learning strategies for service job roles for new Systems products and continuous improvement initiatives. ❑ Creating curricula for job roles and developing optimal learning strategies as a part of the Sun Microsystems Corporate University model.❑ Developing innovative learning solutions which drive a high-performance culture and sustainable competitive advantages in the marketplace .

Palo Alto, Ca, Us

❑ Senior Manager responsible for North American technical support operations and quality control. ❑ Implemented quality improvements during rapid growth while reducing support costs by over $20 Million annually.❑ Managed the expansion of program from start up through sustaining phase. ❑ Decreased service defects from 14% to 5% during a period of rapid expansion and change.

Palo Alto, Ca, Us

❑ Delivered Support Services financial and management reporting including forecasting, analysis and budget reviews.❑ Created quarterly service cost analysis report for senior financial and marketing management.❑ Initiated and developed financial modeling tools using Essbase to drive improved transparency, timeliness and accuracy.

M.B.A., Finance, Technology & Innovation Mgt.

B.A, Economics / Finance

Certification, Learning Design