Manager Lean Six

DONALD J. MICHAUD

**** ******* **** *****, ** Caledonia, Michigan 49316 H: 616-***-**** **.*******@*********.***

CAREER SUMMARY

Talented and accomplished Senior Management professional with proven experience in technology, operations, project management, production, and business development. Consistent record of reducing costs, enhancing profitability, and implementing successful technology solutions. Highly regarded for ability to utilize technology to achieve business goals. Excellent entrepreneurial skills with a broad-based knowledge in

Lean Six Sigma (LSS) Practices

Process Improvement (PI)

IT Infrastructure Management

Application Development

Project Management (PM)

Vendor Management

Business Analysis

Contract Negotiations

Problem Resolution

Website Design / Development

Cost & Budget Control

Asset Management

Team Building

Audits

SOX Compliancy

E-Commerce

Supply Chain

Disaster Recovery

PROFESSIONAL EXPERIENCE

D & W CONSULTING SERVICES, Caledonia, Michigan 04 / 2001 - Present

Co-Founder, Senior Technology & Operations Consultant (Looking for more stable employment.)

Identify and manage assignments for major clients. Perform analysis and manage areas of technology, operations, finance, production, warehouse, supply chain, contact centers, and website development. Carry out business coaching, contract negotiations, resolve complex issues, business development, and more for clients. Plan and lead business and technology implementations and process improvements. Work with Business Analysts, Development Team SMEs, and stakeholders to successfully implement clients’ goals. Design and implement full turnkey websites for various clients.

CLIENT: Conveyability (2012 – Present; “IT Director”): Establish and direct the company’s IT strategic and tactical goals, policies, and procedures. Manage the development, implementation, and operations of IT infrastructure. Work with associates, vendors, and business partners to assess and respond to various IT needs. Monitor vendor performance against expected/ documented benchmarks. Provide support and input in the selection, procurement, usage, and maintenance of software and hardware. Evaluate and communicate any risks and/or opportunities associated with IT investments and improve any deficiencies.

-Implemented strategies providing an annual savings of over $75,000 in IT and Operations.

-Oversaw the migration to QuickBooks Enterprise, which provided a ROI in less than two (2) years.

-Built and maintains external and internal web presence.

CLIENT: ISERV Company (2015 – 2016; “IT Director”): Oversaw ten (10) Senior Engineers and two (2) Project Managers that supported two Data Centers, providing full-turnkey wireless, LAN, WAN, Voice, PM, and architectural services for both internal and external projects. Managed and oversaw all aspects of IT. Developed and managed network security systems, including remote access, back-ups, firewalls, web filtering, anti-virus, and internal/public Wi-Fi systems.

-Developed an $80K Technical Certification Program for the Engineers to have a career path towards their desired certifications to better themselves and the company. Cost ISERV only $25K, a $55K savings.

-Implemented new Supply Chain processes to provide better inventory control, and deeper vendor discounts, ultimately saving ISERV over $122K annually.

-Worked with associates, vendors, and business partners to assess and respond to various IT needs. Monitored vendor performance against documented/expected benchmarks.

-Established and organized priorities on projects when necessary to maintain continuity and efficiency.

-Built and maintained external and internal web presence.

CLIENT: Johnson Controls Inc. (Automotive Tier 1 Supplier, 2011 – 2012; “Senior Program Manager”): Designed and authored “specification documents” for several award-winning GM vehicle lines (model years 2014 and 2015). Worked with both in-house and contract personnel for the development of custom software, technical writing, and graphic design of the GM product line, which required high security clearance.

DONALD J. MICHAUD Page 2 of 4

D & W CONSULTING SERVICES, Caledonia, Michigan 04 / 2001 – Present

Co-Founder/Senior Technology & Operations Consultant (Continued)

CLIENT: Spectrum Health (2009 – 2011; “IT Business Manager / Senior IT Project Manager”): (9 months as contractor, then 12 months as FTE, then job eliminated.) Responsible for budget, research, design, and management for assigned IT projects. Implemented PI practices for an annual savings of $200,000. Worked on new IT projects, system upgrades, and infrastructure performance management. Designed and implemented monthly Reporting Metrics Tools (aka Business Intelligence) for SLA adherence reporting to Upper Management. This included (but not limited to) Voice Quality of Service (QoS), gateways, IP phones, Cisco and Unity voicemail, and utilities on Cisco routers and switches.

-Implemented Service Level Agreements for IT solutions between Spectrum Health and Priority Health in order to provide optimum “up-time” for various hardware, applications, and circuits.

-Ensured proper operating procedures including HIPPA were in place provided training as assigned.

-Worked with associates, vendors, and business partners to assess and respond to various IT needs. Monitored vendor performance against documented/expected benchmarks.

-Implemented “process improvement” strategies for several internal business groups providing Spectrum an additional $75,000 in annual savings.

CLIENT: GE Aviation (2007 – 2009; “IT Manager/Asset Management Analyst”): Developed, implemented, and monitored policies and controls to ensure data accuracy, security, and legal/regulatory compliance. Managed IT assets (software and hardware), vendor and contract management, and IT inventory (Procurement/ Supply Chain) for multiple sites nationwide. Implemented PI practices for an annual savings of $400,000.

-For legal compliance, standardized and tracked all IT hardware and software products throughout the full lifecycle of the respective assets.

-Worked with associates, vendors, and business partners to assess and respond to various IT needs.

-Monitored vendor performance against documented/expected benchmarks.

CLIENT: Accident Fund Insurance (2006 – 2007; “Senior IT Project Manager”): Managed the development, implementation, installation, and operations of all voice/data systems. Implemented PI practices for an annual savings of $750,000 with “one call resolution” to the IS Help Desk.

-Provided support and input to the organization in selection, procurement, usage, and maintenance of software and hardware.

CLIENT: Charter Communications (2003 – 2006; “IT Director”): Implemented PI practices for an annual savings of $3.5M by analyzing internal workflows/business needs and implementing appropriate IT solutions impacting both the voice and data networks. Renegotiated supply chain contracts and conducted operational audits at 20 satellite offices and 4 contact centers.

-Evaluated and improved the efficiency of IT systems across the assigned region. Introduced customer “one-call resolution” for both video and data services, as well as the development and introduction of online ticket submissions that dramatically improved customer service statistics.

-Lowered spending an additional $500K per year by redesigning advertising campaigns and implementing LSS principles for improved procurement and warehousing at 10 regional field centers.

-Developed and installed onsite security equipment, policies, procedures, and contracted services.

-Provided support and input in selection, procurement, usage, and maintenance of software and hardware. Assessed and communicated risks and opportunities associated with IT investments.

-Worked with associates, vendors, and business partners to assess and respond to various IT needs. Monitored vendor performance against documented/expected benchmarks.

-Maintained security and privacy of both voice and data systems, and all related equipment.

CLIENT: Delta Dental Insurance (2002 – 2003; “IT Manager”): Directed daily operations of the Telecom Department. Managed various projects such as new PBX and circuit installations; assisted in having new Contact Center building erected. Helped design and implement new Network Operations Center (NOC) and disaster recovery plans. Implemented PI practices for an annual savings of $600,000 by auditing invoices, renegotiating contracts, and strengthening vendor relationships.

CLIENT: Pfizer (2001 – 2002; “IT Project Manager”): Created and introduced best practices for managing the deployment of new IT hardware/software for all remote offices nationwide. Delivered upgrade recommendations, prepared budget costs, and carried out all approved project and end-user training activities.

DONALD J. MICHAUD Page 3 of 4

OLD KENT FINANCIAL CORPORATION, Grand Rapids, Michigan 10 / 1999 - 04 / 2001

Senior IT Architect, Telecom Specialist, IT Project Manager (Position eliminated; company merger.)

Responsible for the Design, Budgeting, Implementation, and Management of Corporate-wide Technology Projects for a large Regional financial organization. Supervised staff of 8.

Successfully carried out design, conversion, and implementation of new $2M Avaya centralized voice mail network, supporting 12 regions and 8,000 users across 4 states, under budget and on time.

Established Business Intelligence practices (Executive Dashboards) for both real-time and historical monitoring health of technology infrastructure.

Lead RFP writer and key player in design of MAN to support voice and data applications.

Designed and lead the installation of a Phonetics voice recognition dialer for automated “look-up and transfers”, providing an annual savings of over $50,000 (54%) while handling over 150,000 calls. This project provided a ROI of less than 12 months.

Managed all budgets and related software development and computer network projects, including all appropriate testing before launch.

RCI TRAVEL, Grand Rapids, Michigan 04 / 1995 - 10 / 1999

Telecommunications Manager, IT Director (Position eliminated; company site closing.)

Oversaw technology operations for 4 regional contact centers for a large “membership only” travel company. Increased profitability and performance levels. Supervised staff of 8.

Introduced process and technology improvements to maximize productivity and profitability. Directed Y2K compliance, disaster recovery and avoidance, and call flow operations projects.

Established Business Intelligence practices (Executive Dashboards) for both real-time and historical monitoring of technology and resource allocations.

Managed annual budgets in excess of $5M, along with CAPEX (Capital Expenditure) requests.

Saved over $1M per year by identifying billing discrepancies and managing vendor agreements.

Cut an additional $1M per year by renegotiating new long distance rates and other IT contracts, while strengthening vendor relationships for long-term success.

EDUCATION / TRAINING / CERTIFICATIONS

MBA: Benedictine University, Lisle, IL Major: Computer Science / MIS

BS: University of Illinois at Chicago, Chicago, IL Major: Operations & Systems Management

Minor: Marketing

Lean Six Sigma, Black Belt: certification, 2010, Baker University (Baldwin City, KS)

Scrum Master Agile: certification, 2019, Learning E-School (Hillsboro, OR)

PMP: certification, pending, PMI

PUBLICATIONS

“Online Telecommunications Ordering Project”, October 14, 2010

-Lean Six Sigma project detailing how I recognized and implemented new processes saving Spectrum Health in excess of $15,000 annually in the IT Telecom Department.

-Published by SSD Global, LLC.

“Voicemail Password Reset Project”, October 14, 2010

-Lean Six Sigma project detailing how I recognized and implemented new processes saving Spectrum Health in excess of $60,000 annually in the IT Help Desk Department.

-Published by SSD Global, LLC.

DONALD J. MICHAUD Page 4 of 4

PROFESSIONAL ASSOCIATIONS

APICS (The Association for Operations Management)

APICS is the global leader and premier source of the body of knowledge in operations management, including production, inventory, supply chain, materials management, purchasing, and logistics.

-Active Member: 2010 - 2018

WMTA (West Michigan Technology Association)

The West Michigan Technology Association (WMTA) is an organization of professionals working in the voice, data, and video arenas of Information Technology (IT). Monthly meetings include presentations on current issues and future trends in our industry.

-Active Member: 1995- 2018

-Vice President: 1998-2000; President: 2000-2002; Webmaster: 2000-2006

COMMUNITY SERVICE / VOLUNTEER

Parkinson’s Assoc. of West MI

Board Member: 2016 – Present

Technology Manager: 2017 – Present

Treasurer: 2017 – Present

Metro Health Groundhog Day Marathon (Feb)

Volunteer: 2010 – Present

Hard Cider Run (June)

Volunteer: 2015 - Present

PROFESSIONAL DEVELOPMENT &

TECHNOLOGY SKILLS / PLATFORMS

Adobe Acrobat Pro

Adobe Creative Suite CC Products

Agile Methodologies

Aspect Telecom ACDs

AS-400 Application Management

ATM, CTI, & IVR Applications

Avaya G3 ACD/PBXs Platforms

Avaya Interchange Messaging

Avaya Intuity Voicemail Platforms

BigCommerce E-Commerce Website Platform

Blueprint Reading/Writing

BroadSoft Unified Communications Systems

BroadSoft Hosted PBX (VoIP)

CA Service Desk, Service Catalog

Cisco CallManager Voicemail

Cisco / Networking Experience

Cisco / GeoTel Call Routing

Cisco Meraki Hardware

Clarity Help Desk/ Project

Management Tools

ConnectWise Information Management ERP System

Crystal Reporting

DropBox File Sharing/Networking

E2 Shop/Manufacturing ERP System

Entrepreneurial Operating System (EOS) – Integrator Role

EPICOR ERP Systems

FreePBX Open Source PBX

Google AdWords, Drive

Google Online Productivity Suite

HP ITIL Service/Help Desk System

HP Help Desk / OpenView

HEAT Trouble Ticket Reporting System

Infor Lawson Healthcare ERP

Job-Boss Manufacturing ERP

LabTech Remote Monitoring &

Management Tools

MS Office 365, 2016, 2013 Suite

MS Project 2013

MS Windows 7, 8, 10 OS

MS Server 2012 R2 OS

MS SharePoint File Sharing/ Networking

NetSuite E-Commerce Software

NEC NEAX 2400 IPX PBX Platforms

NICE Digital Voice Recording

Nortel SL-1 NT / DMS-100

Octel Voicemail Branch/ Overture/ Aria Platforms *

OMD ERP by Global Imaging/ Xerox

OpenDrive Cloud Services

Oracle ERP Business Suite 11i, Financials

PeopleSoft ERP/Accounting System

PERL Scripting/Programming

Phonetics IVR Technologies

PowerDirector Suite 2 (Movie Making)

Producteev Project Management

PRTG Network Monitoring Tools

QuickBooks Enterprise ERP/Accounting System

Quicken Finance Software

Remedy ITIL / Help Desk

Remedy Data Management

Rolm 9751 CO Switch

SABRE Travel Software

ScreenConnect Remote Desktop Support

SolarWinds Orion Network Monitoring Tools

SpiceWorks Help Desk System

SONET Ring Applications

TCP/IP, DHCP Applications

TeamViewer Remote Desktop

Telemate Call Accounting

VIPRE Anti-Viral/Malware Solutions

Voice over IP (VoIP) applications

Ubiquity Wireless Hardware

Unimax Second Nature

UniPoint (Defect Tracking Tool)

VMWare, virtualized environment

Website and Application Development (HTML / PHP / Flash)

WordPress Website Development

WRQ Reflection

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