Mike Shapiro, Mba

Mike Shapiro, Mba Email and Phone Number

CEO @ InfinityCTI @ InfinityCTI
san diego, california, united states
Mike Shapiro, Mba's Location
Carlsbad, California, United States, United States
Mike Shapiro, Mba's Contact Details

Mike Shapiro, Mba personal email

n/a
About Mike Shapiro, Mba

• Experienced IT sales/solutions professional• Significant Six Sigma experience leading global teams on various projects resulting in reduction of defect rates (upwards of 99.98%) for critical client measurement programs• Project management expertise using Agile methodology• Led Service Level Agreement, KPI and OLA reporting• Business Model Canvas expert designing, developing, promoting and maintaining business models• Expert in global people management, budgeting, process efficiency• Excellent at bringing groups of people together to solve problems and create opportunities• Detail and commitment oriented• MBA

Mike Shapiro, Mba's Current Company Details
InfinityCTI

Infinitycti

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CEO @ InfinityCTI
san diego, california, united states
Website:
infinitycti.com
Employees:
14
Mike Shapiro, Mba Work Experience Details
  • Infinitycti
    Chief Executive Officer
    Infinitycti Jan 2024 - Present
    San Diego County, California, United States
    Responsible for operations, financial performance and go to market strategy. Main focus area is contact center efficiency, innovation and the application of AI in the CCaaS space.
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  • Infinitycti
    Director Of Client Success
    Infinitycti May 2019 - Jan 2024
    Greater San Diego Area
    • Processing of opportunities for call center telephony and CRM integration• Business evaluation and marketing lead• Co-Share business fiscal responsibility• Project management co-lead
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  • Compucom
    Solution Director
    Compucom Mar 2018 - May 2019
    Greater San Diego Area
    Financial and service evaluation of IT service, hardware and software opportunitiesPre and post sales consulting supportApproval of opportunitiesSalesForce and Apttus experience
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  • Compucom
    Senior Itsm Consultant
    Compucom Apr 2015 - Mar 2018
    Greater San Diego Area
    • Process and efficiency expert for ITIL. Developing processes to "shift-left" work from L3/L2 to L1/L0• Facilitated Bold Workout which brought together the Legal and Solution organizations to streamline new deal processing• Lead project manager for million dollars plus university hospital network infrastructure installation program• Led assessment to streamline client service delivery resulting in improved service levels and higher customer satisfaction results • Designed and assisted in the development of event monitoring dashboards which captured response time for critical applications for a Fortune 500 global insurance firm• Hosted end user focus groups designed to provide feedback on present IT infrastructure needs• As part of the corporate Persona Program, segmented customer end users into “Personas” to develop hardware, software and telecom models based on user role requirements• Working directly with clients to improve efficiency of IT support structure and business operations
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  • Csc
    Senior Manager, Future State Information Incubator
    Csc Feb 2014 - Nov 2014
    Greater San Diego Area
    • Built and led a global team which developed, tested, installed and marketed future state reporting products and services using MS SharePoint BI, SAP BusinessObjects and IBM Cognos• Tracked development project lifecycle to ensure on-time commitment of reporting web portal• Designed metrics business report catalog using SAP BusinessObjects and SQLServer. Catalog used by 200+ accounts to determine whether existing reports could be used to meet reporting requirements• Ensured quality by weekly measurement of team’s ability to deliver accurate and on-time analysis• Consulted directly with internal and external customers to identify metric and reporting requirements, workflow and project design• Use of Porter’s 6 Forces model to understand competitors and best in class market position
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  • Analytics, Metrics And Reporting Computer Sciences Corporation
    Senior Global Manager, Global Reporting
    Analytics, Metrics And Reporting Computer Sciences Corporation Jan 2013 - Feb 2014
    Greater San Diego Area
    • Responsible for a team of 60 direct reports, spread over 8 countries, with roles in requirements gathering, technical report specification authoring, development, testing, installation and integrity of production reporting for both internal and external customers.• Managed Desktop and Reporting cross functional teams assigned to new account transformation• Global sales liaison assisting in developing and marketing SAP BusinessObjects and IBM Cognos reporting solutions• Using Six Sigma methodology, oversaw large scale IT reporting conversion project resulting in the elimination or conversion of 9,000 + manual reports to automation. Identified savings of over $3 million.• Maintained and oversaw multi-million dollar budget consisting of direct and indirect costs• Mentored and coached in internal business systems – the link between the customer’s business and our proposed IT solution
  • Metrics And Reporting Computer Sciences Corporation
    Senior Business Analyst
    Metrics And Reporting Computer Sciences Corporation Mar 2001 - Jan 2013
    • Managed 31 team members; both direct and cross functional to manage Service Level (SLA) and Key Performance Indicator (KPI) metrics • Service Level (SLA) reporting and Sales team faceoff marketing lead• Desktop and Service Desk solution proposal developer and presenter• Developed transactional customer satisfaction process used by multiple divisions within our corporation. This allowed our company to keep client satisfaction privacy data internal and exclusive to the agreement between CSC and our client.• Led Six Sigma healthcare client support project resulting in the reduction of ticket volume, improved resolution times and customer opportunities for self service solution• Consulted with customer to transition existing legacy reporting to industry best practices• Managed Root Cause Analysis (RCA) determination process and follow-through solution resulting in fewer repeated problems• Coached several Six Sigma Green Belt teams to determine cause and effect of issues• Developed and managed team budget
  • Computer Sciences Corporation
    Service Desk Analyst
    Computer Sciences Corporation Dec 1996 - Mar 2001
    • Account lead over 4 analysts ensuring requests were answered on time along with adequate follow-up of customer’s concern• Accountable for tracking repeated problems and developing solution• Presented monthly metrics to Service Desk director
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  • Decisionone Corporation
    Program Support Specialist
    Decisionone Corporation Jun 1993 - Dec 1996
    • Management of 12 agents on Service Desk supporting large North America automobile manufacturer• Responsible for ensuring Service Level Agreement (SLA) metrics for Service Desk were met on a monthly basis. • Analysis (RCA) and presentation to customer on missed metrics• Managed program to install Banyan Vines network linking multiple client manufacturing sites with corporate headquarters• Support and training of Enterprise Management System
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  • Mcdonnell Douglas (Boeing)
    Financial Analyst/Cost Schedule Control
    Mcdonnell Douglas (Boeing) Jan 1984 - Jun 1993
    Budgets, monthly cost reporting, Cost/Schedule Control reporting for the U.S. Air Force C-17 program and Army Apache AH64A Attack helicopter.

Mike Shapiro, Mba Skills

Business Process Improvement Process Improvement Service Delivery It Service Management Business Analysis Program Management It Strategy Business Process Itil Vendor Management Project Management Integration Crm Management It Outsourcing It Management Business Intelligence It Operations Outsourcing Sdlc Leadership Six Sigma Quality Assurance Pmo Technical Support Troubleshooting Incident Management Cross Functional Team Leadership Information Technology Pmp Software Development Life Cycle Change Management Predictive Analytics

Mike Shapiro, Mba Education Details

Frequently Asked Questions about Mike Shapiro, Mba

What company does Mike Shapiro, Mba work for?

Mike Shapiro, Mba works for Infinitycti

What is Mike Shapiro, Mba's role at the current company?

Mike Shapiro, Mba's current role is CEO @ InfinityCTI.

What is Mike Shapiro, Mba's email address?

Mike Shapiro, Mba's email address is ms****@****csc.com

What schools did Mike Shapiro, Mba attend?

Mike Shapiro, Mba attended Colorado State University, University Of Phoenix.

What are some of Mike Shapiro, Mba's interests?

Mike Shapiro, Mba has interest in Children, Education, Science And Technology, Animal Welfare, Arts And Culture.

What skills is Mike Shapiro, Mba known for?

Mike Shapiro, Mba has skills like Business Process Improvement, Process Improvement, Service Delivery, It Service Management, Business Analysis, Program Management, It Strategy, Business Process, Itil, Vendor Management, Project Management, Integration.

Who are Mike Shapiro, Mba's colleagues?

Mike Shapiro, Mba's colleagues are Aljareda Lee-Lewis, James Blair, Hamish Blair, John Cheramie.

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