Micah Olson Email & Phone Number

Portland, Oregon Metropolitan Area

Portland, Oregon, United States

• Working autonomously while collaborating remotely with a small team to develop the beta build of the VALIDATE application• Mentoring interns in 5-week cycles, including onboarding, pair programming, and serving as project lead• Developed analytics for aggregated form submissions using JavaScript and ApexCharts.js• Extensive use of React, Material-UI, Formik/Yup, and AWS (Amplify, Cognito, GraphQL via AppSync, DynamoDB, Lambdas, S3)

Portland, Oregon, United States

• Developed dynamically customizable form designer and complementary renderer for client form creation and end-user submission

New York, New York, United States

• Day-to-day management of national desktop publishing and creative services operations at Bank of America• Supported 3,300 requests (11,000 production hours) from 750 customers across the two service lines monthly, with a customer satisfaction rate of 99%• Led a 24/7 U.S. team of 10 direct reports, an onshore staff of 100 across 8 cities, with an additional dedicated offshore team of 50 in India• Direct client-side reporting line to vendor management team; responsible for development and distribution of monthly, quarterly, and ad hoc metrics reports• Conceived and actualized cost saving initiatives resulting in 16% reduction of client spend over 2010-2013 contract term resulting in a 5-year contract renewal (typical renewals were only 3 years)• Auditor for the Williams Lea Operational Excellence program and subject matter expert for Williams Lea Presentation Services Global Best Practices• Speaker at the Williams Lea 2011 Account Manager Leadership Forum

New York, New York, United States

• Managed day-to-day desktop publishing operations at Merrill Lynch in New York with, at its apex, 12 direct reports, a staff of 120, and an additional dedicated offshore team of 30 in India• Evolved quality assurance program to focus on individual performance, stressing personal accountability and targeting specific development needs• Developed and introduced a system for tracking and responding to all customer feedback, ensuring prompt follow-up, a focus on the customer’s experience, and action to improve service• Introduced monthly departmental newsletter covering best practices, production tips, procedural guidelines, and extra-vocational activities of team members• Profiled as a next-generation leader in the March 2009 edition of Williams Lea’s monthly newsletter Wired-in• Managed 2009 integration of Merrill Lynch operations with Bank of America while maintaining all service level targets; included relocation and crosstraining of 60 people, as well as process unification• Led account to a 3-year contract renewal in 2010

New York, New York, United States

Shift Manager• Supervised desktop publishing operations and staff at Goldman Sachs during 2nd Shift• Addressed customer service concerns• Quality checked team output and identified training needs• Received "Employee of the Quarter" recognition award (Q4 2005)Trainer• Relocated to Chennai, India, for 6 weeks to train offshore team• Trained incoming personnel on in-house templates, branding, and policies/proceduresLead Presentation Specialist• Responsible for interfacing with customers and assigning work to staff

Certificate, Web And Mobile Development

• Coded all day, every day • Pair programmed with new people daily, supported by developer groups that change weekly • Learned.

Master Of Music

Bachelor Of Arts