Ronald Staley Email and Phone Number
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Ronald Staley personal email
I am a change leader skilled at rolling out ITIL capabilities for Escalation Management and Major Incident Management. My skills and experience are at Healthcare and IT companies. I have designed, built, directed and improved a successful major incident management system for GE Healthcare global support centers consisting of 450 modern workplace employees servicing thousands of customers. I have supported the Xbox global supply chain. I ensure issues are resolved quickly in critical life-threating scenarios, large financial impact, and corporate reputational and regulatory concerns. In crisis situations, I declare priority, assemble the resolution team, coordinate diagnosis, resolution steps and communicate clearly to the executive leadership teams. My issue resolution ensures critical documentation of key milestones, details and coordinating with engineering, product and problem management for root cause analysis and continual improvement. I communicate at all executive levels informing them of the latest progress and any help needed.
Microsoft
View- Website:
- microsoft.com
- Employees:
- 189892
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Business Program ManagerMicrosoft Nov 2020 - PresentRedmond, Washington, United States
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Director Of Customer SuccessGe Healthcare Aug 2019 - Mar 2020United StatesAppointed Director of Customer Success to stand up and lead a virtual team of 26 Customer Success Managers (CSM). Organized training across the team to support executive requirements of maintaining the customer install base and protecting software and service contract revenue. Products and services included Picture Archiving and Communication System (PACS), Radiological Information System (RIS), Cardiology, Radiology, Perioperative, and Perinatal.• Succeeded in collecting $7.1M in Q4, a 100% increase from the previous year reducing backlog revenue by 13%.• Improved CSM program by initiating QBRs, generating 62 customer reviews and collecting 162 surveys in Q4 2019.• Organized and facilitated 11 training sessions completed over 4 months supporting customer retention, contract revenue and past due collections.• Partnered with Presales to develop and improve customer Purchase Order (PO) continuity reestablishing payment of 35 delinquent accounts.• Connected the CSM team to contract Commercial Operations that reduced customer PO falloff resulting in $11M of future revenue.• Worked with the CCO, CFO, VP of Sales and Human Resources to improve the 2020 CSM program resulting in improved efficiencies in collaboration with Presales. -
Director Of Incident ManagementGe Healthcare Aug 2015 - Aug 2019United StatesIn order to apply IT industry standards in a modern workplace, implemented Information Technology Infrastructure Library (ITIL) to the customer support center consisting of approximately 450 employees. These standard applications introduced a consistent approach to incident and major incident management (MIM) enabling efficiencies and improved customer satisfaction through decreased downtime. Initiation of a Business Relationship Management (BRM) program across the U.S. providing support to the sales and services teams. Established Problem and Knowledge management connecting customers’ issues from discovery to root cause analysis. Directed a team of 23 employees, across 5 disciplines.• Resolved over 650 high severity mission-critical incidents annually.• Designed, tested and improved tools to support the implemented ITIL functions.• Introduced best practices to EMEA/APAC with direction to adopt consistent customer experience.• Created a service desk reducing support distractions improving capacity.
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Major Incident ManagerIntelliswift Jun 2013 - Aug 2015Redmond WaMaintained application and business integrity through issue detection and incident management for complex Xbox, Microsoft Phone and Redemption Cards Supply Chain systems. Chronologically documented events with timeline and milestones throughout the life of major incidents. Performed technical writing and report generation with focus on business and operational tooling. Key success areas included 400+ major incidents resolved annually, triage of email and calls to identifying business-critical issues, developed key processes to increase performance, interviewing, training and mentoring of new staff.• Orchestrated technical bridges to resolve major incidents through problem-solving, negotiation and decision making in a fast-paced environment. -
Operations Program ManagerMicrosoft Aug 2010 - Sep 2012Redmond, WashingtonManaged Office 365 cloud alliance partners with 50 to 250,000 account subscriptions. Delivered monthly and quarterly business reviews for key performance indicators. Participated with partners (VAR’s, Distributors, Resellers and LAR’s) weekly and in summits to discuss top issues, review financials, annual strategy and performance.
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Group Information Technology ManagerMicrosoft Jul 2009 - Aug 2010Redmond, WashingtonManaged a team of alliance account managers for North American cloud partners. Monthly performance reports (delivered weekly) included financials, incident volume, QA metrics and key performance indicators. Created the ‘Business Relationship Manager’ role guide for all 147 account managers at Microsoft.• Supported 4.5 million account subscriptions. These accounts generated over $65 million in annual revenue.
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Alliance Account ManagerMicrosoft Mar 2004 - Jul 2009Redmond, WashingtonManaged multiple alliance account partners supporting two million account subscriptions. Acted as the single point of contact for all support related escalations. Delivered summary metrics and KPI’s to vice president executive leadership for Century Link and Bell Canada accounts. Managed vendor relationship delivering 90k tier two support incidents annually. Planned, trained and implemented dot next release of online services.
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Information Technology ManagerMicrosoft Mar 1999 - Mar 2004Sammamish, WashingtonManaged a team of 12 to 27 support engineers delivering 30k technical solutions annually for consumer products. Managed the delivery of technical knowledge base solutions, escalations (AG, BBB, etc.) and web-based issue submission. Reported on multiple performance metrics e.g. incidents per subscriber, minutes per incident, time to resolution, product bugs, quality of service and incident volume. Managed irate escalations, legal support issues and worked with MS legal to write support policies.
Ronald Staley Skills
Ronald Staley Education Details
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Computer Science
Frequently Asked Questions about Ronald Staley
What company does Ronald Staley work for?
Ronald Staley works for Microsoft
What is Ronald Staley's role at the current company?
Ronald Staley's current role is Business Program Manager at Microsoft.
What is Ronald Staley's email address?
Ronald Staley's email address is ro****@****are.com
What schools did Ronald Staley attend?
Ronald Staley attended Central Washington University.
What skills is Ronald Staley known for?
Ronald Staley has skills like Partner Management, Cloud Computing, Enterprise Software, Account Management, Service Delivery, Vendor Management, Saas, Program Management, Software Project Management, Cross Functional Team Leadership, Business Intelligence, Sharepoint.
Who are Ronald Staley's colleagues?
Ronald Staley's colleagues are Merna Gaber, Ekene Ashinze, Robin Hugh, אמונה כהן, Mike Wanger, Sébastien F., Leigh Cresswell.
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