Service Customer
Resume:
Michael Ingham
Michael Ingham
**** ***** ***., ******** ****, MN 55443
Phone 612-***-**** Email *******.********@*****.***
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
• 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
• 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
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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