MICHAEL WILLIAMS

INFORMATION TECHNOLOGY EXECUTIVE

Fort Lauderdale, FL c: 954-***-**** ac7twb@r.postjobfree.com linkedin.com/in/michael-g-williams

Dynamic IT executive with 20+ years of success in overseeing large-scale global enterprise-wide projects through high-growth for both large and startup companies. A broad portfolio of successfully improving business processes by implementing various strategies and technologies. Recognized for successfully leading teams through complex change management and excellent employee engagement. Expertise with overseeing global and domestic system integrations, migrations and implementations in various complex technical projects. Cross-functional team collaboration to include internal executive leadership and improving strategic business alliances. Leadership skills include effectively lead a geographically dispersed team, using consistent communication tools and goals to lead successful projects.

Areas of Expertise

PORTFOLIO MANAGEMENT LEADERSHIP & TRAINING PROJECT MANAGEMENT PROGRAM MANAGEMENT ORGANIZATIONAL INFRASTRUCTURE GLOBAL IMPLEMENTATIONS CUSTOMER ENGAGEMENT COMPLEX CHANGE MANAGEMENT BUSINESS CONTINUITY AGILE METHODOLOGIES DOMESTIC & INTERNATIONAL TEAMS

PROFESSIONAL EXPERIENCE

DIRECTOR, IT PORTFOLIO ARISE VIRTUAL SOLUTIONS MAR 2015 – SEPT 2018

Reported to the CIO. Oversaw a geographically dispersed team comprised of business analysts, offshore support specialists,

and QA engineers. Managed the Contact Centers’ technology services and processes responsible for maintaining KPIs for

startup to Fortune 500 clients. Coordinated with executive leadership and allocated resources to maximize the IT portfolio’s

value to the company, with a key objective on profitability, ROI, and risk appetite. Technologies used: Skype for Business,

Slack, Microsoft TFS.

Ensured the portfolio of projects aligned with the enterprise’s core product innovation strategies and that the breakdown of spending aligns with the company’s strategic priorities.

Implemented a “commitment calendar” on all the work required to complete the projects which resulted in decreased project completion time.

Conducted value stream exercises that led to the automation of numerous manual steps, improving productivity while reducing support costs.

Implemented a brand-new Tier IV support process. Led cross-functional teams on product development from planning, requirements gathering, development, testing, deployment, and performance measurements; increased the Development teams’ productivity by 75% within two months and prior SLA was reduced from a 14-day turnaround time to a 2-day turnaround time.

Worked in collaboration with geographically dispersed teams (domestic and international) over a five year timeline.

Created a new chat platform with an off-shore team to allow contact center agents and business owners to manage SLAs/KPIs. Stayed ahead of schedule and under budget of $200K, and supported 10,000 concurrent users (global).

LEAD DEVELOPER ARISE VIRTUAL SOLUTIONS OCT 2007 – MAR 2015

Oversaw five domestic and international geographically dispersed development teams in planning, architecture,

and implementing a service-oriented architecture (SOA) which increased performance and scalability. Conducted

Value Stream Mapping exercises to identify pain points in several business processes.

Managed and architected a multi-phase migration from a legacy customer relationship management (CRM) platform to Microsoft Dynamics CRM 2011; a CRM which supported 500 internal users.

Reduced agent registration process time by more than 50% from 25 days to 12 days within the first phase of the project. 2,000 concurrent users. Technologies used: .NET, Dynamics CRM, RestAPI, SAAS, Javascript

Created a Service Provider Web Portal used by the Contact Center Agents and each Business Owner to manage their call queue, scheduling, and call handling SLAs/KPIs. Technologies used: Windows Communication Foundation (WCF), CASSANDRA, RESTAPI, and memCache, JQuery

Led development team to 25 consecutive successful sprints, participated in SCRUM, KanBan Agile programming practices.

LEAD DEVELOPER KAPLAN UNIVERSITY OCT 2005 – MAR 2007

Recruited into the role: Responsible for managing and enhancing a VB.NET Financial Aid workflow application that allows Financial Aid Officers to track students’ progress and identified students whose financial aid needed reconciling.

EARLIER CAREER

SR CONSULTANT, DEVOPS ASCENT SOLUTIONS APR 2005 – OCT 2005

Hired onto Ascent permanently after a six-month contract. Automated the marketing materials notification system; resulted in timely communication to various departments, with completion of their material waiting to be worked.

Implemented many different design patterns, including Factory, Façade, and Decorator. Trained new employees on business processes and technology direction.

SR CONSULTANT, DEVOPS AUTONATION OCT 2004 – APR 2005

Worked with the BizTalk (Azure) team to migrate the BizTalk 2002 production environment to BizTalk 2004. Technologies used: .NET, SQL Server, BizTalk.

SR CONSULTANT, DEVOPS EDVERIFY OCT 2002 – OCT 2004

Developed interfaces to client web services for the automation of verification transactions as well as the status and results of transactions. Technologies used: C#/.NET, MS SQL Server, XML, API.

VARIOUS ROLES EDS OCT 1998 – OCT 2002

Multiple experience across various industries as a team lead and mentor for multiple projects in various industries.

Dept of Navy: Integration of web-based applications and services into an enterprise portal. Technologies used: ASP, ADSI, Microsoft SQL Server

Delphi Packard: Assembly Line Tracking System. Technologies used: VISUAL BASIC (VB)

SUN Microsystems: Golf Scoring System. Technologies used: JAVA, JAVABEANS, J2EE, Oracle DBMS

AT&T: Scripting Solution - Reduced the time-to-market required for presenting new AT&T service offerings.

EDUCATION

Long Island University At Southampton – Southampton, NY

Bachelor of Science, Management Information Systems

CERTIFICATIONS

Certified ITIL V3 Foundation 2009

Six Sigma Yellow Belt, Villanova University 2012

EDS Systems Engineering Development (3-year Program) 1992

ACTIVITIES & SOCIETIES

ICE HOCKEY OFFICIAL, USA Hockey 1998 – Present

Volunteer instructor of new and returning officials on rules interpretations and USA Hockey on-ice procedures.

Mentor and evaluate new officials, instruct at 3-4 seminars annually (Ft Lauderdale / Coral Springs / Pembroke Pines), Officiated seven national championships.

NHL, Video Goal Judge (Employee) 2007 – 2010

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