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Michael Farley Resume - 12_2018

Raleigh, North Carolina, United States
December 18, 2018

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Michael P. Farley

Seasoned Executive with ** years’ experience in IT Delivery and Governance with Large Enterprises at the Global Level. Technical background with very analytical and logical approach. Adept in SOW, Contracts and Business Analytics.



Bachelors of Science - Computer Science, December 1995


Masters Certificate - Project Management, May 2000

US Army Officer Candidate School (OCS) – Ft Bragg, NC

Distinguished Graduate -July 2004

Outstanding Leader Award – July 2004

ITIL® Foundation v3 Certified – November – 2015

ITIL® Service Transition Certified – May, 2015

HDI Support Center Director Certified - April, 2014

CompTIA A+ Certified – March, 2009

AirWatch Enterprise Mobility Associate Certified – October, 2015

Professional Accomplishments

2016 – Present – HCL Technologies Limited

IT Program Director – Infrastructure Programs (Multiple Customer Accounts)

(09/17 – 10/18) Responsible for Customer Infrastructure PMO design from Demand through Delivery. Ensure proper ITIL Alignment and provide IT Governance for multiple towers. Create customer specific contracts based on RFP requirements. Perform contract review for multiple external contracts.

(04/17 – 09/17): Oversaw the contract closure for the Global Service Desk Delivery team (Chat, Self Service, Voice, Software Delivery and Vendor Management.)

(03/16 – 04/17): Provided Governance and technical oversight for IT Projects and Transitions. Areas of primary focus include ITSM development and administration (Service Now), ITIL Governance and standards (Incident mgmt., Change mgmt., Problem mgmt., Service Request mgmt., etc.) Asset Management. (HAM/SAM/CMDB) and infrastructure Transition/stability activities. Work closely with Customer Governance as well as all IT groups and external Vendors on policy creation, technical reviews, SOW adherence and continuous process improvements.

2015 – 2016 – Duke Health Technologies Solutions

Sr. IT Manager – Inpatient Field Services/Business Relationship Management

Responsible for the Duke University Health System Field Support and Business Relationship Management. Currently responsible for 3 Managers and a total of 65 employees. Organization provides support for the 3 main Duke University Health System Hospitals in a 24X7X365 Service Based costing model. Work closely with various Duke University Health System Executive Leadership teams on establishing and growing a positive working relationship that specifically address their needs. Work with all areas of IT to deliver required solutions to the Customers.

2013 – 2015 – IDEXX Laboratories, Inc.

Global Desktop Architecture and User Services Sr. IT Manager

Held responsibility for End User Computing Program World Wide for IDEXX Laboratories, Inc.. Departments include: Desktop Architecture, Packaged systems 3rd level support, Desktop Support, IT Deployments, and Service Desk operations. Focus areas: SCCM 2007 to SCCM 2012 upgrade to allow for BYOD support for Macs and Win8 (device and OS agnostic support). Virtual Desktop infrastructure and Mobile Device Management implementation. Restructured the Service Desk and Desktop organizations to allow for focused areas of customer support. Implemented ITIL best practices into the corporation. Replaced existing ITSM tool with Service Now off-premise instance and designed the workflows around ITIL best practices as well as company specific requirements.

2003 – 2013 - Blue Cross Blue Shield of South Carolina

Sr. IT Manager – Desktop Support:

Responsible for the support of all Blue Cross Blue Shield of South Carolina end point devices (18,000+) as well as the Business Relationship Management of three major Lines of Business in 5 states. Oversaw 5 Managers and 70 employees with responsibility for fiscal budget creation and adherence.

IT Manager – Desktop Support

Provide 24x7x365 Desktop support and Business relationship management with a staff of 28 technicians/ business analysts. Held responsibility for customer relationships and addressing technical issues. This included steady state support as well as testing of new products, vendor management, defining standard corporate images/applications. Additional responsibilities included Desktop image creation, application package creation, workstation security and Remote Software Deployment.

Contact Information:

6201 Bayswater Trail

Raleigh, NC 27612


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