Michael Ingham

612-***-****

Michael Ingham

**** ***** ***., ******** ****, MN 55443

Phone 612-***-**** Email acoplf@r.postjobfree.com

Results oriented business strategy consultant with diverse experience improving business and operations, finance, risk, and product

management. Strengths include creating real time business decision making processes to create proper action. Skilled at diagnosing

root causes to take the right action and improve operating margins quickly. Hands on business leadership experience driving results

across growth stages.

Core competencies include:

Organizational Agility The ability to rapidly and easily incorporate new technologies and methods into the way the IT

organization operates, thereby having the capability to effectively sense and respond to changing

business conditions in a timely manner.

Process Management Systematic approach to making a business workflow more effective, more efficient and more capable

of adapting to an ever-changing environment.

Technical Learning Manage cost-cutting projects, build a multifunctional project team to tackle a common business issues.

Strategic Agility The ability to continuously adjust and adapt strategic direction in core business, as a function of

strategic ambitions and changing circumstances, and create not just new product and services, but also

new business models and innovative ways to create value for a company.

Professional Development

Ecolab – Eagan, MN May 2010 to

present

Global provider of water, hygiene, energy technologies and service to the food, healthcare, industrial and hospitality markets.

Implementation Manager

As Implementation Project Manager my duties include the primary contact for customer; understands & manage customer

expectations & service needs; building and sustaining positive relationships; delivering superior service. Current Project:

Global rollout of ServiceNow.

• Project Sponsor and Team Lead for three global deployments of ServiceNow, replacing BMC

Remedy, HP Service Desk and BMC TrackIt.

• Liaison between the business and IT departments to assist in the introduction and pilot of new

product offerings

• Developed and managed project/action plans to ensure accurate customer program onboarding

and account readiness

• Involve oversight of multiple stakeholder project plans

• Effectively share information and transfer knowledge to coworkers, team members, and

stakeholders

• Form team; directs team to complete projects on time; resolves team and project conflicts,

provide project leadership to cross-functional team members

• Responsible for communication & dissemination of critical information from customers,

SME’s to internal downstream areas and upstream to executive level areas

• Assess progress and reports status to management and key stakeholders including progress,

timelines and milestones; provides timely written and/or verbal communication regarding project status

• Subject Matter Expert on all new business onboarding processes

• Anticipate risk and develop mitigation plans

• Lead process improvement activities

Service Desk Manager

Manage the performance of services to clients and ensure that service levels are achieved in line with contracts. To ensure

that customer expectations are met or exceeded.

• Responsible for assuring users are provided efficient and timely support on a 7x24 basis

Michael Ingham

612-***-****

• Performs staff scheduling to ensure Service Desk coverage during normal business hours and

on-call support as required

• Manages the Service Desk staff including consultation on performance evaluations,

promotions, hiring and disciplinary responsibilities

• Maintains a central source of information enabling Service Desk staff and support technicians

to recover outages with minimal disruption to expected service levels

• Isolates problem trends and ensures that troubleshooting efforts are completed for recurring

problems until permanent solutions are found

• Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids

are completed and continually modified to meet the needs of the department

Qwest Communications – Minneapolis, MN Feb. 2000 to

May 2009

13.7 billion dollar, global provider of long-distance services and broadband data, as well as voice and video communications.

Supervisor of Network Ops

Responsible for the development, implementation, enhancement and support of call center systems, technologies and

strategies.

• Develops efficient staff schedules that achieve business goals such as ASA, Service Level,

and/or abandoned rates

• Determine agent schedules to meet call center objectives

• Schedule events based on business needs and requirements

• Monitor Work for Management System for multiple skills and adjust staffing needs as required

to meet business goals

• Serve as initial contact point for all issues regarding schedules

• Process time off requests and update systems

• Act as Tier 1 triage for most call center related technologies

• Approve and implement overtime and volunteer time off

Operations Engineer/ Business Continuity Planner

Work on project tasks throughout the datacenter per approved change window and architectural guidelines. Assigned

various network hardware/software devices with biased towards Cisco routers, switches and load balancers and

Checkpoint firewalls. Implement configuration on customer-facing devices as need to ensure customer issue have been

resolved.

• Configures, tests, and maintains LAN/WAN equipments and related services

• Identifies, diagnoses, and resolves network problems

• Create and maintain comprehensive documentation for all implemented networks

• Provide post-sales technical support

• Maintain and support company’s LAN/WAN environment

• Windows and Linux systems, business applications, anti-virus protection, email, and

authentication administration

• Daily maintenance and problem resolution, operating system patches and software upgrades,

and routine hardware configuration

• Participate in 24x7 on-call rotation

• Obtain and maintain required certifications for partnership with key vendors

Multi-Tech Systems Inc. – Mounds View, MN May 1998 to

Feb 2000

A world leader in cellular and analog modem products and solutions.

Network Engineer

Investigate, research & resolve problems presented by Customer & Leadership, analyzes trends & develops customer specific

solutions in collaboration with cross functional teams expertise; escalating across areas as necessary as it relates to new

business onboarding issues or process.

Michael Ingham

612-***-****

• Develop network documentation including technical drawings

• Provide advanced troubleshooting, configuration and maintenance of complex networks

• Produce sound and secure network designs according to industry best practices

• Provide planning, leadership, direction, and advanced technical expertise regarding computer and

network services for both local and wide area networks

• Serve as high-level technical expert in regards to computer/network systems and associated issues

• Develop and/or maintain standards for computer and network systems, to include standards for wiring,

equipment, system security, and routing protocol

• Assess need for any network reconfigurations (minor or significant) and execute them if required

• Conduct research on emerging networking products, services, protocols, and standards

• Recommend, schedule, and perform network improvements, upgrades, and/or purchases

• Manage and/or provide guidance to junior members of the team and contract resources

• Ensure the efficient and secure operation of the corporate TCP/IP based network

Michael Ingham

612-***-****

Education, Training and Certifications

Ecolab Training & Development

Lean Six Sigma, Green Belt

March 2013

ServiceNow System Administration

May 2013

ITIL v2 Foundation course, Global Knowledge

July 2010

Lean Six Sigma, Yellow Belt

May 2010

Qwest Training & Development

Leadership Elements

May 2004

Performance Monitoring DS1 and DS3

Dec 2003

Troubleshooting Nortel Shasta Broadband Service Node

Dec 2003

Network Trouble Management Advanced Training

May 2003

ATM Technology

Mar 2003

Ascolta Training Company

Interconnecting Cisco Networking Devices

Oct 2000

Benchmark Computer Learning

Administering MS Windows NT 4.0

Aug 1997

Networking Essentials

Sept 1997

Supporting MS Windows NT 4.0 Core Technologies

Nov 1997

Supporting MS Windows NT 4.0 Enterprise Technologies

Jan 1998

Internetworking with TCP/IP

May 1998

Certifications

Microsoft Certified Professional

Cisco Certified Network Associate

A+ Certified Professional

ITIL v. 2.0

Inver Hills Community College

Business Administration

May 1990

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