Michelle A. Love, MISM

Atlanta, GA ***** 770-***-**** ad0cul@r.postjobfree.com

TECHNICAL ARCHITECT / PROGRAM MANAGER

Strategic, resourceful, results-driven Information Technology (IT) architect and program manager offering expertise in managing SaaS, IaaS, and PaaS implementations. Provides technical consultations for cloud and on-prem infrastructure upgrades and convergence opportunities standardizing IT methodologies and best practices. Innovative business partner, effective communicator, and problem-solving architect / project manager known for building and maintaining positive, productive relationships to gather requirements, define use cases, conducting network audit, writing technical documentation, and participating in cross-organizational projects requiring collaboration with multiple ecosystems, service towers, vendors and business owners. Collaborative leader and individual contributor with demonstrated successes in partnering with diverse and cross-functional teams to analyze costs, reconcile financial variances, compile status reports, and leverage experience gained to introduce and enhance technological footprints.

EXPERIENCE

ACCENTURE LLP 2017 - 2023

Technology Delivery Manager, Atlanta, GA, 2020 – 2023

Led clients through their Journey to Intelligent Operations (J2IO) to identify opportunities to design and implement solutions that improved efficiency and reduced cost for this professional services company specializing in information technology services and consulting.

Produced architecture / infrastructure designs for technology roadmaps including V & D, Cloud, Analytics, etc.

Managed technology scope per client contracts, ensuring high quality, issue-free delivery including oversight of major projects and programs.

Served as the primary liaison to internal account management teams and the client in the delivery of technology footprints.

Supported sales and account innovation initiatives to expand the technology footprint for accounts to sell up and cross-sell by leveraging all technology offerings and maximizing opportunities.

Managed service quality, cost, and leadership of the people delivering services across projects, programs, and portfolios of all scales.

Acted as the primary point of contact for technology operations, providing leadership and coordination across all technology teams and technology service providers.

Delivered technology in accordance with contracts.

Provided oversight of tasks and deliverables across technical platforms including SaaS, IaaS, and PaaS.

Managed technology budgets across all IT groups to provide a consolidated financial view to LOB and C-Level executives.

Managed technology delivery team leads and remediated $1 Million in negative budget variances.

Improved process efficiencies by reducing 2,304 FTE work hours across 6 accounts via acceleration and implementation of J2IO initiatives.

Introduced / implemented over $100M of technology value for clients.

Received the 2022 Client Value Creation Award.

RPA Technical Architect, Houston, TX, 2017 - 2020

Partnered with clients to produce and align on Scope of Work (SOW) and functioned as the RPA CoE

Conducted requirements gathering and produced architecture designs for RPA solutions.

Led Proof of Concept efforts to identify automation opportunities

Managed Technology Delivery teams

Conducted Design Reviews and completed Code Reviews

Documented Development / Design / Security Standards and remediation plans for deployments and IT audits.

Reviewed and signed off on Unit, Product, and User Acceptance test cases and results.

Attained certification as a Blue Prism Code Reviewer

Michelle A. Love, MISM 770-***-**** Page 2

DELL, INC. 2013 - 2017

Network Design Architect, Houston, TX

Aligned the high availability network audit criteria by aligning with and implementing industry standards and best practices including L2 / L3 network access & distribution switch interface configurations and F5 load balancing pool member configurations for this leading multinational Information Technology and Services company empowering countries, communities, customers, and people everywhere to use technology to realize their dreams.

Enhanced the audit and analysis of network devices to ensure threats to infrastructure availability, functionality, reliability, and redundancy were identified proactively including implementing proactive maintenance schedules, developing remediation plans to address standards violations, and identifying anomalies and vulnerabilities in existing configurations posing risks to service interruptions.

Developed high availability audit / analysis documentation for iSCSI and EqualLogic network switches.

Performed the data gathering and analysis for over 20,000 network devices and wrote remediation plans for the weaknesses and vulnerabilities found since FY 2013.

Conducted design reviews for new infrastructure footprints, providing recommendations for the use and configuration of F5 load-balancing infrastructure and resources.

Provided 1 on 1 and team training and mentoring.

Conducted technology interviews for internal / external candidates for open positions on the team.

Established governance process between network engineers and designers to ensure ongoing compliance with high availability standards / best practices in addition to developing accurate remediation plans and roadmaps.

Attained the FY 2016 Q4 Performance Award and FY 2014 Dell Champion Award.

Completed the audit and analysis of network devices, identifying weaknesses and vulnerabilities that could negatively impact the 99.999% high availability metrics and best practice standards for Class 1 ecosystems directly impacting the Dell brand.

Wrote high availability standards documentation and remediation plans for L2 and L3 network switches and F5 load balancing pool member configurations in Dell’s data centers.

HEWLETT-PACKARD, INC. 1999 - 2012

Infrastructure Architect, Houston, TX, 2011-2012

Performed business requirements analysis to ensure IT governance was achieved and brought value to the organization via aligning IT with FY organizational goals and objectives to reduce unjustified capital expenditures for this leading Global Information Technology company with annual sales of approximately $3.0 Billion.

Conducted alignment of business and technical requirements, achieving a reduction in rework due to delivery of inefficient infrastructure, and utilizing more than 80% of infrastructure resources negatively impacting the customer experience and company brand due to derogatory impact on throughput with less than 1.5Mbps and bandwidth utilization greater than 90%.

Led infrastructure design and validation efforts including hardware, RDBMS, O / S, and SAN for development, testing, and production environments deployed in the global datacenters to ensure 100% SLA compliance.

Constructed HA / DR design to achieve 99.999% availability metrics and annual MTD less than or equal to 5 minutes for mission-critical assets.

Constructed risk analysis and remediation to achieve MTTR less than or equal to 20 minutes.

Led cross-platform collaboration to achieve 80% data center standardization.

Developed technology convergence methodologies to consolidate infrastructure from worldwide data centers.

Provided capacity planning across six data centers and over 3,000 RDBMS systems.

Developed HPIT roadmaps and upgrade paths.

Enforced functional / operational compliance across 90% of the global data center infrastructure footprint.

Developed HPIT roadmaps and upgrade paths across 7 IT functional teams / services to ensure infrastructure alignment and compatibility across all global data centers.

Realized annualized savings of $1 Billion in operational and support costs by consolidating 85 regional data centers into six global data centers, all of which were mirrored disaster recovery and business continuity sites.

Improved process efficiency by reducing 240 annual FTE work hours by implementing process automation across functional teams for technological assessment, capacity validation, and service provisioning.

Secured infrastructure cost savings above $12 Million and a reduction of 160 FTE work hours by streamlining the development lifecycles across service towers via the implementation of a centralized Lifecycle Tool that removed infrastructure incompatibilities and implementation rework.

Achieved an 80% reduction in data center power consumption by developing, testing, and certifying efficient next-generation data center infrastructure and technologies including virtualization, blade technologies, virtual connect, and flex-10, and achieved multiple HP performance excellence awards.

Spearheaded infrastructure standardization, implementation, and next-generation roadmap documentation.

Michelle A. Love, MISM 770-***-**** Page 3

ADDITIONAL RELEVANT EXPERIENCE

HEWLETT-PACKARD, INC.

Database Architect, Houston, TX, 2005-2011

Created next-generation RDBMS testing methodologies and certification specifications for database implementations across 80% of database environments to comply with IT governance policies.

Created standardized technical features documentation for the Global Database Administration team to comply with next-generation data center standards across HPIT.

Conducted global RDBM implementation training to ensure 90% transparency in implementation methodologies, 100% standards and governance compliance, and 100% alignment between business requirements and FY technical strategy.

Performed as a liaison between the Global Database Administration team and the IT service towers across HPIT to ensure synergy across IT teams.

Created standards documentation and validation to ensure 100% successful regression and functionality testing between the service backend and application frontend to achieve a 50% reduction in MTP timelines and FTE hours during MTP windows.

Tested and validated 100% compatibility of next-generation RDBMS technologies with cross-functional HPIT technologies utilized across operating systems, SAN generations, platform architectures, and backup infrastructures to preserve the QoS and CoS required by critical systems and processes.

Database Administrator / Programmer / Analyst, Atlanta, GA, 1999-2005

Championed RDBMS development, testing, implementation, and support

Stewarded RDBMS monitoring, performance, and tuning

Executed disaster recovery testing, validation, and signoff of MTTR and MTD metrics.

Implemented end-to-end component functionality testing.

Created RDBMS technical documentation and command line scripting.

Delivered on-call and after-hours support to ensure 99.999% availability for mission critical assets.

RENAISSANCE WORLDWIDE 1997-1999

Consultant / Help Desk Support, Atlanta, GA

Provided call center support of Hewlett Packard hardware and peripherals for external customers for this provider of business-focused Information Technology Solutions.

Provided support and consultation to field technicians testing, implementing, and repairing Hewlett Packard hardware and peripherals.

Offered on-call and after-hours support to ensure 99.999% availability for mission-critical assets.

Configured, maintained, and administered the Lucent call center telephony switch.

Orchestrated LAN / WAN implementation as a consultant for Hewlett Packard delivered solutions.

Wrote command line scripting

FUTURE NOW, INC. 1993-1997

Inside Sales Representative / Pre-sales Consultant, Carrollton, TX

Aligned preparation, compilation, and validation of technical details and quotes to RFPs from external customers for one of the largest computer resellers in the United States supplying various computer support services.

Investigated and analyzed technical specifications in alignment with customers’ business requirements.

Analyzed technical solutions and pricing provided by vendors.

Established and maintained working relationships with various vendors.

Functioned as a point of contact for all customer requests, questions, and concerns.

Compiled proposals for external customers summarizing hardware acquisition, implementation, maintenance, support, and training costs.

Michelle A. Love, MISM 770-***-**** Page 4

EDUCATION

Master of Information Systems Management (MISM), Network Administration

Keller Graduate School of Management of DeVry University, Houston, TX

Bachelor of Business Administration (BBA), Computer Information Systems

Georgia State University, Atlanta, GA

CORE COMPETENCIES

Project / Program Management Technical Analysis & Design Continuous System / Process Improvements Budget Management Client Engagement / Relationship Management IT Best Practices Stakeholder Management Status Reporting / Presentation IT System / Process Training Mentoring IT Research IT Documentation IT Security Audits Vendor Management

TECHNICAL PROFICIENCIES

Design Methodology Infrastructure Audit / Design SaaS PaaS IaaS AWS GCP Network Architecture Business Systems Analysis Change Management Needs / Requirements Analysis / Gathering System Architecture Risk Management / Remediation Program / Project Management Scoreboard / Metrics Reporting Contract / MSA / SLA Oversight Technical Documentation Performance Analysis Blue Prism Automation Anywhere UI Path Azure AD PowerBI Dell Force 10 Network Hardware DNOS Cisco 3130X / 3750 / 4948 Azure Cat2950 / 35xx / 4000 / 4500 / 6000, Nexus Cisco IOS F5 Load Balancing Configuration TOGAF 9.1 Wireshark v1.4.3 Netscout 4.x, 5.4.1, 5.5 nGeniousOne Opnet IT Guru v12 ITSM / ITIL Flex-10 CORBA OFSAPI - E-Server 1.18 Red Hat Linux 2.1, 3, 4, 5 HP-UX9.X, 10.X, 11.X Sun Solaris v2.6 Oracle RDBMS 7.3.4,8i, 9i, 10g, 11g Oracle Enterprise Manager 9i, 10g, 11g Apache 1.3.6, 1.3.14, 1.3.19, 1.3.24 SQL Server 2000, 2005, 2008, 2012 SQL Server Management Studio - 2005, 2008 JAVA SNMP Virtual Private Networks Overlay Network Design TCP/IP UDP IDS / IPS SDLC OSPF / RIP / BGP COBiT Troubleshooting Quality Assurance Risk Identification / Mitigation SOX Compliance Root Cause Analytics Metrics Generation / Reporting International Legal / Regulatory Guideline Reviews

CERTIFICATIONS

Certified Blue Prism Code Reviewer, Accenture LLP, 2019

Netscout Conference Certification, Netscout, 2016

ITIL Foundation Certification in IT Service Management v3, Exin, 2013

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