Michael D. Graf

469-***-**** ● acasa1@r.postjobfree.com ● www.linkedin.com/in/michaeldgraf

Summary

Innovative IT Project Manager and Application/Infrastructure Outsourcing Manager with history of building and leading high performing tea

for the individual”. Annual Leadership Survey results have consistently been 4.25+ (5 point scale). Delivered and managed initial self-service

resulting in $4.5M annual savings. Well suited to assume complex and critical roles due to diverse experience in IT leadership and project m

effective communicator with internal and external audiences and various leadership levels.

Project/Program Management Budget Development and Management ($2.5M+)

(PMP Certified - 2001) Organizational Leadership

ITIL Process (ITIL Certified -

IT Solution Innovation

2001) Cloud Architecture

Asset and Infrastructure

Management

Change and Release

Management

Experience

2013 to Present Accenture Accen

Accenture Cloud Platform Architecture Manager

Responsible for developing innovative and complex architecture solutions for new prospective Accenture Cloud Platform engagements, integ

platform broker to coalesce multiple cloud vendors.

Developed use cases and development estimates for prominent ACP client.

o Identified and drafted use cases based on industry need and high value proposition.

o Led proof of concept work, working with ACP broker developers and client.

Led automation effort for SAP 1 click, enabling automated user management and service subscription for ACP engagements. Capabilities an

and estimate created, which will be executed in 2nd Quarter.

2008 to 2013 Accenture Accentur

Application Outsourcing Asset Management Lead & Project Manager

Managed twenty-two commercial and public service asset and infrastructure support resources in seven countries. Coordinated asset deploym

support for 100+ outsourcing clients with annual budget up to $2.5M. Focused on driving efficiency through automation and maintaining hig

client satisfaction.

Teams maintained 97% resolution SLA, in excess of the organizational target SLA (90%).

Project Manager for large discretionary projects within AMT ($300K +)

o Managed move of US Public Service assets and personnel to Accenture Federal Services (US Citizen Support).

o Coordinated build of UK Public Service environment to meet stringent public service security requirements.

Major incident manager for complex and high visibility problem management escalated to AMT Leadership.

o Led root cause analysis for critical asset (ITSM) in 2010-2011. Performance issues and downtime were impacting client satisfaction. W

successfully achieved root cause resolution.

2004 to 2008 Accenture Accenture CIO

Michael D. Graf

469-***-**** • acasa1@r.postjobfree.com

CIO Self-Service Portal Team Lead & Project Manager

Managed five technical development resources building and deploying initial industrialized self-service portal for Accenture Outsourcing cli

implementation, provided Asset Management for commercial and US Public Service clients.

$500K project to design and build solution delivered on schedule and budget.

Reduced Tier 1 support costs through self-support and automated routing to appropriate Tier 1 and 2 teams.

$2.5M annual client cost savings as a result of self-support content and automated escalation.

Mobilized and managed team and asset management processes to support new Application Outsourcing offering.

2000 to 2010 Accenture

Accenture eSupport Team Lead & Project Manager

Led development and implementation of award winning custom self-service portal for Accenture CIO in 2001. Involved full development an

lifecycle. Subsequently managed remote team of 10 resources in four countries responsible for ongoing asset and content management. Coor

communications with clients and leadership.

Produced $4.5M annual savings to Accenture CIO IT support organization.

Received Accenture Innovation Award in 2010 as a result of work with eSupport.

Awarded patent in 2010 for user activity tracking mechanism and monthly eSupport award program.

Awarded Help Desk Institute Knowledge Management award in 2003.

1997 to 2000 Andersen Consulting Anders

IT Service Desk and Referral Team Manager & Project Manager

Supervised up to 30 service desk, referral team and infrastructure resources. Referral team provided Tier 2 escalation support for complex inc

developing CIO IT service desk and associated support tools for Andersen Consulting. Produced first service desk chat system for Tier 1 to T

reduced overall resolution time by 25%.

1993 to 1997 Bank of America PC

Service Desk and PC Banking Manager & Project Manager

Manager of financial service desk teams consisting of 12-16 agents. Led project to develop, implement and support first PC banking solution

9 months NationsBank was number 2 in total PC Banking customers (250k).

Education & Certifications

Jun 2001 Help Desk Institute

ITIL Certification

Nov 1997 Novell

Certified Network Admin

Fall 1991 - Spring 1992 Cedar Valley Community

College

Business Administration

Fall 1987 - Spring 1990 University of South Florida

Business Administration

Michael D. Graf

469-***-**** • acasa1@r.postjobfree.com

Project Management

Professional (PMP) Certification

– 2001

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