Michael Simon Email & Phone Number

Chicago, Illinois, Us

Drives the problem-solving thought leadership of IT. Provides strategic leadership, direction, mentoring, and performance management as it relates to ITSM and CSI of service support for the Cision employee IT experience. Responsible for the evolution of Cision’s service management (people, processes and technology) to improve support services for business operations and lower operating costs. Responsible for driving ITIL Major Incident and Problem Management processes and procedures. Owns ServiceNow implementation, enhancements and support Vendor management. Implement SOX GITC’s and implemented GDPR compliance. Restructured and improve Global Service Desk operations, reporting and metrics. Implement offshore 24x7 call support. Improve IT corporate communications, define SLA’s /SLO’s, and oversee continual service improvement.

New York, New York, Us

Responsible for the Corporate Help Desk, End Point engineering standards (Desktop Laptop & Mobile), End Point Operations & Maintenance, Tech Cafe' and Executive / VIP Support. Responsible for the alignment of delivery of services according to agreed-to service levels as set forth in the service catalog. Create a culture of technology focused fanatical customer service and consumer like experience for the End User.

New York, Ny, Us

Vice President End User Computing and Client Services: Responsible for the Corporate Help Desk, End point engineering standards (Desktop Laptop & Mobile), End point Operations & Maintenance BAU and Executive Support. Responsible for the delivery of services according to agreed-to service levels as set forth in the service catalog, and act as product owner for said services. Financial responsibility for performance against a $10M budget. Key role and thought leader in setting direction for CBS’s end point computing landscape and interact with applications developed both within CBS and by external suppliers. Drive the evolution of end user support methods and tools. Manage a geographically dispersed team of 60 with 8 direct reports.

Toronto, On, Ca

Director of Desktop Service Support & Infrastructure - Eastern US & Canada: Direct a team of 9 direct reports and 80 technicians to provide a consistent, seamless, high-performing, end-to-end IT user experience for 10,000 employees. Proactively identify and address BU support requirements through assessments of SLA’s, KPI’s and end-user surveys. Manage resources and operational process for concurrent large-scale initiatives. Collaborate with BU leader to review areas of service improvement and lead change management.

New York, Ny, Us

Principal, Senior IT Architect: Lead the due diligence and integration of all IT Infrastructure, networks, systems, telephony, web applications, laptops, PC’s, mobile phone accounts and Vendor migration for globally dispersed offices of recently acquired ORC Worldwide, INC.

New York, Ny, Us

Leads and directs all aspects of the corporate IT enterprise. Manage teams of IT professionals to implement and support systems, desktop, networks and applications to enhance productivity, reduce costs, mitigate risk.

London, Gb

Managed team of highly skilled engineers providing software and tool development for alert system monitoring, incident management, and problem management.

Geneva, Geneva, Ch

Autonomous authority for allocation of resources to provide technical support for 200+ remote sites. $6 million budget. Hired, managed, and mentored staff of 25 engineers. Operational leadership of the Global IT architecture and technology infrastructure.

Orlando, Florida, Us

Assistant Director (1999 - 2001) Managed 200+ Vendor Contracts from RFP to award and operations. Implemented technology solutions that improved ticket counter assignments and passenger movementSenior Project Planner, (1997 – 1999)Implemented new technology that enhanced Arrivals and Departures information. Provided design and cost estimates for multiple Airport Master Plan facility improvements. Manager, Airline Operations (1993-1997)Staff of 72 - Managed 13 International Gates.Implemented and managed new technologies to automate critical operational data required for Ticketing/Boarding/Bag Tagging/Baggage Sortation /aircraft gate assignments/ticket counter and ground equipment assignments for the International Arrival Gates at Orlando International Airport.