Customer Service Management

Michael J Bidegain

https://www.linkedin.com/in/michael-bidegain-609541/

Chicago, Illinois 630-***-****

ac2l52@r.postjobfree.com

CAREER SUMMARY

Innovative leader with extensive experience solving complex challenges and creating customer service-centric teams to drive bottom-line results. History of launching integrated technical and business solutions for Fortune 100 / 500 corporations. Record of success reinvigorating organizations to enhance overall profitability, efficiencies, and processes.

CORE COMPETENCIES

Process Improvement Utilizing ITEL Framework

Vendor/Client Relationship Management

Enterprise Solution Architecture

Infrastructure & Operation Optimization

Requirements Analysis

Strategic Planning

Environment Integration

Business Intelligence

Data Center Migrations

IT Service Management

Forensic/Security Audit Analysis

Business Continuity

Project Management

PROFESSIONAL EXPERIENCE

ENSONO, Downers Grove, IL (Formally Acxiom)

Senior Manager of Open Systems and Architect, Feb 2011 – March 2017

Lead a large global organization providing IT outsourced services to multiple verticals including Fortune 100/500 to privately held companies. Provide full management and consultative services for open systems solutions across 5 major data centers and multiple remote client sites. Also lead the Managed Server Product Management and Architect practice focusing on key technologies and services that can be productized to provide improved business value to our clients. Acxiom’s Managed Server environment is comprised of over 15,000 servers, 3500 databases, and over 5PB of Enterprise storage. Solutions include shared models offering utility pricing options as well as dedicated models for customers that are not able to leverage the shared environments. Full IT solutions are available as well as Software as a Service (SaaS) offerings for customers that are looking for assistance in only a portion of their environment.

Eliminated $25M by standardizing processes, renegotiating pricing and controlling spending. Created, implemented, and enforced IT standards across the corporation. Championed the elimination of isolated IT departments in each division and department by promoting cross-functional cooperation among divisions.

Co-managed $4M purchasing budget and $10Mresearch budget(20+ product lines)

Initiated the complete upgrade and enhancements of the Shared Storage product reducing the annually cost by $3.5M

Improved overall alignment of IT services to business requirements by evaluating each IT professional’s skill set and reorganizing departments as needed to continuously improve profit margins and staff efficiency

Responsible for various teams with over 50 associates in the U.S and various global locations.

Lead teams to successful datacenter migrations of thousands of servers using physical to virtual (P2V) and physical to new physical (P2P) host strategies.

Facilitated and directed the migration of the Acxiom/Ensono AD to MS Office365

Spearheaded and supported hosting various version of Windows for Ensono & Vendors’ Private and Public Cloud offerings.

Renegotiated and reduced the annual infrastructure maintenance spend by over $500K annually.

Overseen appropriate security solution and oversight of all audits and assessments to align with organizations security compliance, including assisting Federal agencies investigating, mitigating clients risk analysis addressing infiltration incidents

ACXIOM, Downers Grove, IL

Manager of Distributed Systems Architect team, Mar 2006 – Feb 2011

Lead the Managed Server Architecture Unit that is comprised of highly experienced Engineers who assist clients with designing solutions that deliver improved performance in the most economical manner. The team follows industry best practices along with strong product standardization to create optimal efficiencies.

Advisor to company’s VP and Director on technologies, methodologies, processes, design, and implementation of enterprise infrastructure, financial modeling to achieve multi-year financial goals and targets utilizing todays and next generation technologies within IT industry.

Led teams in Assessments and Project Engagements with company’s high profile clients/customers.

Led Solutions team and updated training to focus on next generation technologies with higher gross revenue; resulted in closed business worth $1Billion in additional sales.

Lead exercises for Create co-branded solutions with OEM’s for successful delivery of value-added, cost saving approach to solve customer’s business problems with IT Technologies.

ACXIOM, Downers Grove, IL

Senior Distributed Systems Architect, Jan 2005 – Mar 2006

Primarily responsible for design, systems engineering and architecture of enterprise based systems to Fortune100/500 customers. Primary emphasis on agreements for open systems architecture related to internet protocol (IP), intranet, internet and messaging solutions and projects. Provided legacy systems integration and network management introductions to multiple projects. Personally looked upon to provide end-to-end project management across varying levels of corporate organizations. Contributed to 600% growth in addition Services revenues.

Led team of solution architects supporting UNIX, Windows, and Storage/Tape teams to identify business requirements and write design specifications for Service Oriented Architecture (SOA) developing various solution using Windows, HP-UX, Sun-Solaris, IBM-AIX, Tru64, Red Hat – HP Compaq, Dell, Unisys; Blade Servers, Cisco, VMware.

Established and managed Shared Storage, Backup and Monitoring product solution, using various vendors – EMC, HDS, Sun, HP, Netapp, Brocade. STK, Quantum, Veritas NetBackup and BMC.

Performed Due Diligence during all stages of the RFP cycles to collect key and necessary information and process that information thru cost models to produce end-result proposal.

Successfully provided solution, costing and proposal for multiple prospects and was instrumental in signing the largest outsourcing multi-year deal Acxiom landed amounting to over $25M of revenue.

Developed Acxiom’s first consolidated costing and pricing models saving resource time, effort and adding accuracy.

Led Strategic Architecture Direction for the company thru seat on steering committees, strategic governance team, and business case justification.

EDUCATION

STATE UNIVERSITY OF NEW YORK COLLEGE AT PLATTSBURGH, Plattsburgh N.Y.

Bachelor of Art in Computer Science

ADDITIONAL SKILLS AND CERTIFCATIONS

Certificated ITIL Foundations in Service Management

Certificated SAP Basis Administration

Certificated SAP Technology Administration

HP-UX Certified System Engineer (CSE)

AWS Business Professional Accreditation

Oracle Data Base Administrator Certified

CompTIA Security + Certified

PMO Certified

ORGANIZATIONS/GROUP MEMBERSHIPS

Cisco Advisory Board, HP Community, VMware User Group

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