Michelle Vance Email & Phone Number

Atlanta, Ga, Us

Douglasville, Georgia

Marietta, Georgia

Greater Atlanta Area

Oversee Information Technology ITIL process implementation and governance encompassing Problem, Testing and Change Management activities. Lead Service of Operations Excellence team ensuring the integrity of the production environment through the creation, implementation and monitoring of standard processes and by promoting compliance with corporate policies, standards and best practice methodologies.

Greater Atlanta Area

 Set strategic direction, operational standards and enterprise communications. Drove ITIL strategy, adoption/service improvements. Performed personnel management for 9 leaders. Owned department budget. Oversaw enterprise projects ensuring resources/deliverables/budgets were measured/met.  Led Service Delivery org. Expanded responsibility to Application Management org., growing team 24 - 60. Oversaw business/customer-facing services to include Business Relationship Management, Service Desk, Call Center, Desktop/Field Operations, customer service, service level KPI’s and Application Operations.  Led/developed/deployed ONEit, a customer centric program to promote IT as a service. Executed ONEit marketing campaign with targeted communications and educational training. Communicated IT offered services, streamlined process for engaging IT, eliminating inefficiencies. Branded and standardized enterprise communications through template adoption Within 8 months of deploying ITIL solution, 70% customer calls resolved first contact (FCR 45% improvement), tickets resolved 30% faster and customer contact improved 45%. Average 99.97% system availability.  Implemented/oversaw Business Relationship program fostering thought leadership, improved partnerships/communications.  Directed/implemented ITIL solution focused on improved customer service. Facilitated IT in achieving/maintaining service level goals through usage of performance dashboards, ticket and knowledge management. Solution included execution/trending of 25 service levels key to monitoring service quality and performance. Partnered with low performance areas to develop improvement plans.  Executed/oversaw ITIL Situation/Incident/Problem Management/Root Cause Analysis programs to focus resources on service restoration, problem identification and proactive prevention of re-occurrences. Program brought visibility into operational issues and decreased outage durations within SLA.

Duluth, Ga

CIO led global provider of IT services. Developed and delivered IT service management, infrastructure, business and operational improvement strategies incorporating best practices like ITIL and Agile/Scrum.

Johns Creek, Georgia

Director, Infrastructure Services & Program Management, 2007 – 2012Manager, Client Server Operations, 2000 – 2007Supervisor, Messaging Operations, 1998 – 2000Senior Project Manager, 1997 – 1998IT solution provider for Macy’s and Bloomingdales, a $27.9 billion national retail/ecom corporation with global operations supporting 850 stores, 46,000 endpoints, 8,000 servers and 175,000 users.  Central IT contact driving and delivering business solutions. Set strategic direction, operational standards and enterprise communications. Managed enterprise projects ensuring communications, resources, deliverables and budgets were measured and met.  Directed 24x7, distributed information systems, deploy/release management, messaging collaboration, Service Desks, Command Centers, vendor relations and enterprise program management. Led leaders responsible for supporting 175,000 global users in retail, logistics, ecommerce and support functions.  Drove implementation and adoption of ITIL best practices to significantly increase service availability and improve operational procedures. Designed and executed Incident, Problem, Root Cause and Change management policies, procedures and systems utilized by 2,000 distributed IT associates. Implemented key service performance dashboards, operational playbooks and availability reports.  Improved IT SOX/PCI audits to “defined/managed” maturity by evaluating compliance gaps and instituting policies and compliance tollgates for remediation.  Executed several initiatives increasing productivity such as BYOD, aligning disparate service desks for transparency and delivering a corporate Zero Touch deploy solution encompassing application packaging and unattended deploys of clients/servers.

Atlanta, Georgia

Former “Big Five” accounting firm providing audit, tax and consulting services. Administered Southeast data center. Performed hardware/application installations/upgrades, data backup and recovery, end user and email support.

Lawrenceville, Ga

Nonprofit business advocacy organization. Managed member fund-raising functions and IT infrastructure. Architected and replaced antiquated membership system with a contact management solution. Oversaw full application lifecycle and deploy.

Bba, Dual Major: Marketing & Management

Bba, Management Information Systems (Mis)

Major Degree Courses Completed