Michael Farley Email and Phone Number

Established highly scalable foundational IT programs from the ground up for a fast growing, multi-cloud environment company heavily involved with mergers and acquisitions for growth. Responsible for Network Infrastructure Deployment and Operations, Service Support, Security, Vendor Management, Contract Negotiations and Program Governance. Converted newly acquired companies completely over to our networks, phone systems, end points and support structure utilizing state of the art technology. (SD-WAN, Auto-pilot, Intune/MS Endpoint Manager, DEP, Sentinel, O365 one drive redirect, etc.)

(09/17 – 9/18) Responsible for Infrastructure PMO design and execution as well as Service Now ITIL Alignment and Governance. Conduct pre-sales assessments for multiple external companies as well as assisting with the preparation and delivering the formal Services proposals. (04/17 – 09/17): Role expanded to oversee Global Service Desk Delivery for team of 350. Functions include delivery of Chat, Self Service, Voice, and Software Delivery. (03/16 – 04/17): Provide Governance and technical oversight for IT Projects and Transitions. Areas of primary focus include ITSM development and administration (Service Now), ITIL Governance and standards (Incident mgmt., Change mgmt., Problem mgmt., Service Request mgmt., etc.) Asset Management. (HAM/SAM/CMDB) and infrastructure Transition/stability activities. Work closely with Customer Governance as well as all IT groups on policy creation, technical reviews, and process improvements.

Sr. IT Manager:Responsible for the Duke University Health System Field Support. Organization provides support for the 3 main Duke University Health System Hospitals in a 24X7X365 Service Based costing model. Work closely with various Duke University Health System Executive Leadership teams on establishing and growing a positive working relationship that specifically address their needs. Work with all areas of IT to deliver required solutions to the Customers.

Responsible for End User Computing Globally for IDEXX Laboratories, Inc.. This encompasses the support and management of all customer end point systems as well as supporting Desktop infrastructure. Departments include: Desktop Architecture, Packaged systems 3rd level support, Desktop Support, IT Deployments, and Service Desk operations. Focus areas: SCCM 2007 to SCCM 2012 upgrade to allow for BYOD support for Macs and Win8 (device and OS agnostic support). Virtual Desktop infrastructure and Mobile Device Management implementation. Office365 implementation. Restructuring of the IT Help Desk and Desktop organizations to allow for focused areas of customer support. Implementing ITIL best practices into the corporation.

Responsible for the support of all Blue Cross Blue Shield of South Carolina PCs (18,000+) to include Executive support and daily desktop support issues in 5 states. Oversaw 4 managers and 70 employees with responsibility for fiscal budget creation and adherence.

Responsible for transition activities, startup to steady state operations and staffing of highly technical Call Center with 80 direct reports. The payroll managed was in excess of 6 million. Transition/Startup activities included establishing/implementing transition strategy, staffing, training, ordering hardware/software builds, coordinating telephony solution, and presenting customer progress reports.