Service Desktop Support

Michael Perkins

***** ******* ****** ****

Ruskin, FL 33573 +1-909-***-****

linkedin.com/in/michaelperkins01 **Mobile and can self-relocate without assistance** adfts1@r.postjobfree.com

Profile Summary:

Accomplished seasoned proven expert of designing global Customer and Business Service Support and Delivery of Global customer support facing initiatives, whilst establishing and executing Operational Excellence Practices, workflows, Financial and Operational Roadmaps, Organizational Consolidation, transformation, and integration of 24x7x365 Technical and Financial Service Support Operations. Insourced/outsourced strategist, builder with hands on leadership from complex start-up’s to fortune 35 global organizations across 40+ countries with extensive professional experience in Financial Services, Healthcare, Insurance, Retail, Media, Telecom/Satcom, and Hospitality industries governing full life cycle solutions and services, 24x7x365 IT and non IT Service Desk, Call Centers, Outsourcing, PMO, Program Management, SAAS, Field Operations, Tier 1-4 Production application and infrastructure Delivery and Support. This includes all aspects of strategy, governance, communications, technical architecture, enterprise applications, contract management, and Service management implementations. Proven ability to design roadmaps, execute through Service Delivery, improve teams and programs, contribute to profit growth, introduce new methodologies, standards and transformational change. Strong negotiation and facilitation skills working with Executive stakeholders, diverse cultures and complex organizational environments to successfully define business and customer requirements and deliver on time and on budget. ITIL ITSM HDI CMMI BPM BPO PMO Agile HIPAA Blackrock3 IT Incident Command and Incident Management Service Catalogue Knowledge Change Problem Release Chat Service Now BMC Remedy BMC Footprints TrackIT

Director - Global Technical Service Center and Service Delivery Operations

Worldpay Cincinnati, OH 08/2018 to 04/2019

Worldpay (Bought out by FIS Global in Q1 2019) was a global financial services company processing more than 40 billion credit/debit transactions annually supporting more than 400,000 companies through more than 300 payment types across 146 countries and 126 currencies. Worldpay process ed combined transactions to 1 million dollars per minute.

Recruited to Successfully complete the design, buildout and operations of the 24x7x365 scalable Customer and Business Operations Production Support and Field Operations teams in US, UK and India implementing follow the sun support model to assure and achieve contractual customer SLA’s, KPI’s, Availability, Continuous Improvement, and Incident/Escalation Management.

Partnered with Executive Stakeholders to develop Strategic PMO/Program Management roadmap redefining Customer Service operations and support of nearly 200 employees across US, UK, EMEA, LATAM, Asia and India.

Transformed ITSM Service Operations consisting of disparate governance, processes, tools, siloed resources and NOC monitoring systems located in US, UK, and India delivering consolidation, aggregation, standardization and cost savings of two million dollars whilst achieving employee and organizational performance metrics targets.

Implemented Blackrock3 Incident Command and Management that reduced number of Infrastructure and Application monthly outages and MTTR by average of 20 minutes saving 5-15 million dollars on average each month.

Redesigned, customer onboarding processes, procedures, policies, Sop’s, including business and technical escalation capabilities and reporting.

Redesigned Incident, Problem, Change, Knowledge, and Release Management practices to drive continuous improvements in stability and scalability.

Completed short term engagement (8 months) to build and execute strategic and tactical transformation roadmap of operational global Services supporting revenue generating and perfection demanding global fortune 500 customers.

ITIL ITSM HDI CMMI BPM BPO PMO Agile Blackrock3 IT Incident Command and Incident Management Service Catalogue Knowledge Change Problem Release Chat Service Now CMDB

Sr. Director - Global Enterprise Service Support Operations and Service Delivery

Deluxe Entertainment Services Group, Burbank, CA 04/2013 to 07/2018

Deluxe is the industry leader providing film and digital media pre and post-production consisting of 52 business units with employees and outsourced contractors located in 100+ facilities worldwide

Hands on operations ownership and Program Management of new strategic and operational transformation roadmap, re-design and execution of 24x7x365 global Service Desk and Field Support Operations supporting internal employees and also revenue generating customers successfully achieving expected performance metrics and cost savings. (I.e.: Increased CSAT by 22% to 89% in 9 months and achieved 1.3 million dollars in cost savings during the same time period)

Transformed 17 level 1 and level 2 Service Desks, Desktop and customer facing organizations consisting of disparate governance, processes, tools, resources and systems located in 12 countries, into three hubs with follow the sun multilingual capabilities of more than 200+ techs in Bangalore, India, UAE, EMEA, France, Spain, Germany, and Hong Kong supporting 10k internal users.

Established global standards regarding work ethics and performance by leveraging individual and employee Performance Balanced Scorecards (PBS) based on Metrics, Quality/CSAT, and leadership/softskills.

Established and implemented collaboration and customer service engagement channels such as Chat, Self Service, and Service Catalogues.

Partnered with IT support groups, Security, HR, Facilities, and Finance to develop and govern policies and procedural practices

Improved FCR from 33% to 84% 1M annual tickets related to End User, Infrastructure, Network, Telecom, Applications in North America, EMEA, India, Asia and Australia.

Transitioned from 100% email/phone customer interactions to primarily Chat and Self-help currently 40% and on target to achieve 80% capability by Q1 2018

Integrated 24x7 Proactive NOC monitoring into Service Desk operational capabilities.

Built global Service Support operations aligning with BU leaders to identify regional customer requirements delivering service and support for the Tech Ops environment based on approved budgets, service levels/KPI’s, and resources achieving end-to-end CSAT targets.

Hands on responsibility for project execution, deployment, pro-active hypercare of new services

Designed and implemented employee balanced scorecards consisting of Metrics, Quality and Soft/leadership skills rating performance and delivery.

Defined and established ITIL/ITSM/HDI/CMMI/BPO/BPM practices from the ground floor including strategic roadmap and global governance such as policies, workflows, reporting, Change Administration Board daily ops review of change requests, risk mitigation, and reporting.

Operational ownership of Omni channel workflows, SOP’s, Knowledge, and policies of Incident, Incident, Problem, Change, and Release and established KPI’s, SLA’s, and OLA’s resulting in achieving primary metric targets such as: Reduction in AHT, Referral rate, ticket volume; and Increases in CSAT, ticket quality, and Resolution rates.

Designed and implemented policies and governance around Breakfix/Refresh Portfolios, budgets and Asset Management workflows, KPI’s, governance and policies.

Partner with BU Leadership to develop operational strategy and advocate appropriate business case justifications to implement lessons learned and improvement initiatives.

Responsible for $5+MM operating budget annually

Partnered with PMO to integrate Release Management within PMO projects to ensure Operational Readiness across all Service Owners and support groups are green lighted.

Lead the operational integration of Merger and Acquisition into Shared Services

Developed relationships with all levels of internal and/or external customer leadership

Influence senior level leaders regarding matters of significant risk or appropriate decision points

Define key measures of successful technology performance, track and report to senior management

ITIL ITSM HDI CMMI BPM BPO PMO Agile Blackrock3 IT Incident Command and Incident Management Service Catalogue Knowledge Change Problem Release Chat BMC FootPrints ServiceNow

2VP Information Systems Customer Operations Service Support and field operations

Travelers, Hartford, CT 07/2010 – 03/2013

Travelers is a Fortune 100 company with supporting 22 financial product lines and over 35k Agencies.

Hands on Leadership oversight for developing and delivering roadmap of operations and services supporting all global lines of business managing a team of more than 500+ across two facilities supporting more than 200k+ customers.

Consolidated six Level 1 and 2 organizations and achieved “HDI Support Center Certification” awarded to only 22 companies in the world

Re-designed customer service support workflows that reduced Mean Time To Resolve an average of 15% with our offshore partners saving more than 5 million dollars

Consolidated and re-designed internal Social Media collaboration applications enterprise wide providing a streamlined capability to empower cross training of technical teams to improve KPI’s.

Re-designed Level 3 Production Support Services includes resolving Help/how To, Configuration, Software/HW Defect and other break fix issues

Established and deployed Employee balanced scorecards and Service Assurance models to create and end-to-end seamless customer experience that led to achieving 100% customer satisfaction ratings for the first time in the history of the organization.

Defined the ITSM strategy and also managed the Business relationships to establish the enterprise “Business Advocacy” process to communicate with and to receive feedback for service issues, escalations, and other operational concerns for the purpose of developing solutions that deliver positive outcomes that meet or exceed Incidents and escalation SLA’s/KPIs including mapping of lessons learned to enterprise improvement opportunities.

Hands on ownership Change/Release practices, policies, workflows, Performance Improvement Report with lessons learned and mitigation initiatives assigned and managed.

Managed offshore contractors in Europe, Canada, India, and Brazil, Singapore and China.

Contracted with and managed vendors supporting technologies and workforce.

Managed PMO and outsourced Application development for select global initiatives.

ITIL ITSM HDI CMMI BPM BPO PMO Agile HIPAA Service Catalogue Knowledge Change Problem Release Chat Service Now BMC Remedy

Director IT – Operations & IT Service Management

SiriusXM, Washington DC 05/2007 to 09/2009

Operational owner of the consolidation and re-design customer services and support for the 10 international tier 1 customer call centers supporting 20+ million customers.

Responsible for designing and implementing an ITSM based technical service desk exceeding Incident and escalation SLA’s/KPIs service levels and end to end CSAT SLA’s.

Implemented Knowledge management capabilities to support the 135 (2.4 billion annual revenue generating) mission critical applications delivering 80% first call resolution.

Architected, designed, and deployed full ITIL/ITSM Change, Incident/problem, Asset, Service Level management/enforcement, Capacity, and Service request management.

Designed and deployed “eHelp” which allowed users enterprise wide to request support via the web with built in SLA’s to exceed customer satisfaction goals and reduce IT resources and costs.

Developed and maintain best practices for business continuity and disaster recovery processes. Establish staff goals and objectives, and measure performance in relationship to established goals

Managed application development teams based upon SDLC practices.

Primary liaison between all BU stakeholders and the diverse and de-centralized business unit’s enterprise wide such as Marketing, Sales, Finance, OEM to support product rollout.

Led PMO effort for negotiating, defining and delivering stakeholder outsourcing agreements.

Established working groups with the business to align operations with business strategy, including defining key infrastructure / architecture projects needed to support short- and longer-term business needs

Negotiated vendor and outsourcing agreements to for mission critical applications, IT infrastructure and Call Center support models for studio engagements of on/offshore resources.

Identify and execute opportunities for improvement in company's use of technology, workflows/processes and controls

Drive formulations (ROI, TCO) of technology related business opportunities including business requirements and define alternative solutions

Establish and maintain excellent relationships with internal and external clients, partners and vendors

Proactively work with all business units/locations to identify technology initiatives to drive additional revenue opportunities, improve operational efficiencies or customer (including employees) satisfaction/experience or mitigate risk

Develop on-going solutions to improve quality, cycle time, and efficiency of service delivery from business opportunity identification to deployment

Responsible for establishing a common information collaborative platform and operational capabilities to support a business growth model

Develop and maintain best practices for SDLC, operations and infrastructure and governance

ITIL ITSM HDI CMMI BPM BPO PMO Agile HIPAA Blackrock3 IT Incident Command and Incident Management Service Catalogue Knowledge Change Problem Release Chat BMC Remedy

CSM (Deputy CIO level)- Outsourced Managed Services

Anthelio Healthcare/Adventist Healthcare Rockville, Maryland 03/2003 – 05-2007

Managed the $30 million annual IT/IS Healthcare Customer Service and Support Outsourcing agreement supporting: Siemens ICO mainframe, Cerner Millennium, Clinical Apps development, SAAS, Networking, Telecom, two-tiered Service desk, Desktop support, contract development and vendor management for Adventist Healthcare. (http://www.adventisthealthcare.com/)

Managed the migration and deployment of the legacy Siemens HIS system to newly integrated 100 million-dollar Cerner Millennium platform across the enterprise supporting 7500+ employees.

Managed Infrastructure/Application Production Support for over 200 mission critical systems

Established 24x7 the (Clinical and Non-Clinical) Customer Service Desk/NOC responsible for proactive monitoring, remediation, escalation, communication, and root cause activities.

Responsible for compiling and reporting ITIL KPI’s and Service Metrics.

Established ITIL Service Management performance based functional departmental workflow processes and procedures for the purpose of developing synergies across the IT organization governed by internal SLA’s to increase service and productivity.

Managed the modification and deployment of Heat/Wendia trouble ticketing knowledgebase solution enterprise wide.

Led the Applications (SAAS), Data Center Ops, infrastructure, Telecom, two-tiered Service desk, and Desktop support teams.

Led PMO effort for negotiating, defining and delivering clinical stakeholder requirements

Led PMO effort for 3 multimillion-dollar enterprise software engagements for Mckesson, EMR, PACS

Established performance based functional departmental workflow processes and procedures for the purpose of developing synergies across the IS organization governed by internal SLA’s to increase service and productivity.

Completed discovery ROI for Radio Frequency Identification (RFID).

Oversight to the effort to deploy VoIP to remote ancillary facilities.

Member of IT Steering Committee.

As HIPAA Security Corporate IT Compliance officer, responsible for establishing and maintaining policies and procedures to meet corporate goals and regulatory requirements.

ITIL ITSM HDI CMMI BPM BPO PMO Agile HIPAA Service Catalogue Knowledge Change Problem Release Chat BMC Remedy

Sr. Director Technology Services Group

Orange Lake Corp. Orlando, FL 08/2001 – 05/2002

An RCI International corporation affiliate managing over 2500 facilities/130 thousand customers annually within the Hospitality industry.

Short term contract to redesign process workflows to support product rollout and 2nd/3rd level technical customer support organization of 35 staff: SW and HW engineers, Program Managers, Business Analyst, Call Center Techs, and Service Delivery/deployment managers.

Established departmental documentation of newly developed business practices and intra-organization roadmap/SLAs with Key Performance Indicators (KPI’s) to manage performance and streamline delivery times to increase ROI.

Completed business case for executive approvals to deploy Point OF SALE systems for the diverse retail subsidiaries.

Lead stakeholder driving emerging Technology to include rollout of Fiber Optic Network, Cable TV network, and satellite broadband internet services.

Completed audit of entire corporate network infrastructure that included: Telecom circuits, and SW applications.

Redesigned Data center to maximise efficiency and reduce costs. 15k per month in savings.

Vice President Worldwide Professional Services

Minacom International, Washington DC 11/1999 – 06/2001

A leading Service Assurance/Quality of Service (QOS) application developer and integrator software solutions and customer supporting services

Executed according to P/L plan by establishing professional service centers in three countries:

Engineers to work with Sales to develop customer requirements, present technical proposals. Work with Development/QA to determine product stability prior to handoff to Post Sales engineers.

Engineers to install, activate, train, certify, and acquire customer contract acceptance, prior to handoff to customer service.

24/7 Customer Service to provide “One Stop Shop” for 1, 2, and 3 level technical support as well as “onsite” engineering support. Lead Stakeholder to determine/deploy corporate internal Trouble Ticketing system.

Project Managers to develop from scratch and manage the Professional Services full lifecycle service delivery process, procedures, and oversight of Customer delivery that included interdepartmental SLAs between external and internal customers for the purpose of decreasing costs and expediting revenue booking.

Developed knowledge sharing training seminars for external/internal global customers including documentation.

Business Development to executive level management of customers such as AT&T, Primus, Energis, Storm, Telmex, Embratel, Telintar, France Telecom, Sprint International/Global One/Equant, DDI Japan, and SK Telecom Korea.

Principle Global Operations Manager

Iridium Satellite LLC. Washington DC 06/1997 – 06/1999

The World leader in Global Mobile Satellite Communications

Managed the 12 international data centres located in Phoenix, Hawaii, Brazil, Italy, Russia, Taiwan, Saudi Arabia, India, Thailand, Korea, Japan, China operated by 75 engineers each.

Senior Program Manager

Sprint International-Global One/France Telcom-Equant, Reston, VA/Sao Paolo, Brazil 04/1990 – 06/1997

Managed Latin America based in Sao Paolo, Brazil.

Managed the Brazilian commercial design, build, installation, Go-Live and 24x7x365 operations of very first Commercial Internet network in all of Latin America, followed by Paraguay, Columbia, and Mexico.

Education:

Education: Yorktowne, College Park, Maryland. Graduated June 1988 in Information Technology.

Columbia Union College, Takoma Park Maryland

Prince Georges College, Largo Maryland

Expert skills:

ITIL ITSM HDI CMMI BPM BPO PMO Agile HIPAA Blackrock3 IT Incident Command and Incident Management Service Catalogue Knowledge Change Problem Release Chat Service Now BMC Remedy BMC Footprints TrackIT

Personal Initiatives and Volunteer Projects:

Currently adopted and financially supporting K-12 School of 250 students in Indore, India

Currently designing and delivering quarterly IT projects, objectives, and Applications.

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