Michael N. Miller

***** ***** **** **, ******* TX

Home: 832-***-**** acxlny@r.postjobfree.com

Director IT Services

Summary of Qualifications

** *****’ Global experience in IT infrastructure support for the Oil and Gas industry across multiple businesses

Working with Disaster recovery centers and planning.

Management of teams to perform desk side support and implement IT projects

Working with wide group of teams across multiple vendors to deliver infrastructure services

Working with leaders from multiple levels to design and implement solutions that fit the business needs

Ensuring SLA’s are monitored and met

Core Competencies

Project Management

Infrastructure Manager

Mentoring

Cross-team Leadership

Global team work

Office Applications

Network printers

Service Queue Management

Infrastructure Implementation

Microsoft Networking (NT 4.0 MCSE)

Business Analyst

LAN management

WAN management

Process Design

IT management

ITIL

Professional Experience

HP Enterprise Services, Houston, TX 2008 - Present

Eastern Regional Coordinator of Infrastructure Services (2008 –Present)

Site Host Eastern Region Shell Lubricants

Focal point for infrastructure services for several Lubricants Sites. I Support two blending plants, several Distribution Centers, and Sales offices, encompassing over 300 staff from Houston to Canada as an infrastructure specialist. I also support several third party sites. While in this role I moved into a Project role as a technical lead at the US refineries for a year during the Site Host introduction project.

International Support

oTravel to French Guiana to support off shore Operations in Exploration and production

Cross team Leadership

oLabel printer room relocation project

oDisaster Recovery project Executive Support/Shell Lubricants

oDiagraph Printer Network project

oVicksburg Shutdown Project

oCritical Printer update project

Situation Management

oWorked with teams when setting up and maintaining the Disaster recovery center for BP during oil spill crisis

oWorking with Shell facilities to setup, and test disaster recovery centers.

Was quickly able to assist Shell in off boarding a facility to a third party vendor Saving shell over $100,000 dollars and helping to align the DS business with corporate goals

Instrumental in convincing Shell to try out and replace several Ricoh Printers with equivalent HP models worldwide for Sales of over $100,000

By knowing the cabling at the HLP location was able to save the Impala Project $10,000.00 dollars by not having to run extra cabling for phone systems.

Subject Matter Expert for various technical issues and process and procedures within the Shell Framework

Extensive work with Shell’s Global SAP Infrastructure Program (GSIP) printing project to ensure all sites have printers required, Helpdesk has information to support printers, Document the processes for printer support, document for support how printing works between GI and Global SAP (GSAP)

As Lubes Remote Site Subject Matter Expert, work with various Project Manages to ensure they have the information needed to make their projects successful

Applying ITIL principles to ensure we are being customer centric in our approach to IT

Troubleshooting and coordinating infrastructure services working with Shell staff and external contractors to ensure projects are handled in a timely fashion

Locating contractors to handle various wiring needs

Working with second and third level networking teams to monitor site networks for performance and make recommendations for upgrades as needed

Act as an intermediary between IT organizations and local site

While analyzing the bids for the video conference room design was able to eliminate unnecessary line items for a savings of over $5000.00.

Shell Oil Company, Houston, TX 1998 – 2008

Helpdesk Coach/Deputy Team Lead (2006 – 2008)

As a Helpdesk Coach/Deputy team lead I was a technical leader on the helpdesk. Responsibilities included leading teams, coaching 15 staff members, facilitating global meetings, and identify trends in data to help pinpoint areas that helpdesk and staff can improve upon.

Attend global Coaching meetings to ensure global coaching program is working in consistent manner

Served as backup for manager which included Handling of staff issues, interfaced with other managers and approval of time cards

Responsible for reviewing of monthly data to look for trends in the business.

Completed a Train the Trainer then Facilitated selected Americas Change Network sessions, and gathered feedback to forward to Infrastructure Sourcing Team

As part of Helpdesk Leadership Team, worked to shape direction of help desk support mission

Developed ticket quality guidelines with goal to improve ticket consistency in all regions.

Developed weekend coverage using current staff to support Malaysia in a cost-effective and timely manner

Worked with the team who developed the new Customer satisfaction surveys to train the helpdesk on new processes and to ensure the Web Site worked and the process was followed correctly

Helped in hiring process of new staff by, reviewing resumes, interviewing staff and proctoring technical tests.

Worked as part of Diversity and Inclusiveness council on the Leadership and Education committee.

Helpdesk Analyst

Alternate Team Consultant (1998 – 2006)

Handled calls from customers and working to help solve their issues. Assisted fellow co-workers with technical/procedural issues and provided resolution suggestions.

Traveled to Malaysia for the purpose of training their weekend team during off-shoring program.

Developed a weekend server monitoring process. This allowed 2nd level to have staff on-call instead of working saving 96 man hours a month (approximately $50,000 a year).

Developed weekend schedule to accommodate call volume needs without bringing on an extra FTE.

Alternative Resources Corp., Sacramento, CA & Houston, TX 1996 – 1998

Helpdesk Manager Baker Oil Tools, Houston, TX (1998)

Helpdesk Technical Lead HP manufacturing plant, Rosemont, CA (1997 – 1998)

Education

Masters of Science – Management Information Systems GPA: 3.88 With Distinction

Keller School of Management

Bachelors of Science – Interdisciplinary Studies GPA: 3.4 (2007)

University of Houston Downtown, Houston, TX

Associates of Applied Science GPA 3.6 (2005) With Honors

Galveston College, Galveston, TX

Affiliations or Other Relevant Experience

ITIL V3 Foundations 2007 ● HDI Helpdesk Team Leader 2007 ● Coaching for Leaders 2006

Phi Theta Kappa Int’l Honors Society ● HDI ● University of Houston Downtown Alumni Society ● ITIM ● Temple Beth Torah Board of Directors

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