Northbrook, Illinois *****
An analytical and meticulous IT manager, with demonstrated expertise in vendor, product and change management, requirements analyses, product implementation, business process improvement, fleet telematics, operations management, training, cross- functional team leadership, quality assurance, compliance, and problem-solving and troubleshooting. As a driven producer, utilizes strong business acumen and a results-oriented mind-set to lead a team toward meeting key objectives and exceeding expectations. Driven to achieve results and exceed expectations to ensure the long-term success of an enterprise. EXPERIENCE
Coretex – San Diego, California, Deployment Manager, Enterprise Service Delivery, 2018 – Current. Sr Project Manager Enterprise Engagements, 2018 – 2019. Responsible for ensuring highly successful product and service deployments for large, multi-site enterprise customers. Develop project implementation plans with enterprise customers, directing and overseeing all aspects of the deployment including site reviews, hardware delivery, hardware and software installation, training and post install reviews utilizing best practice tools and processes and fostering positive customer relationships that promote retention and loyalty. Identify the tools, processes and standards on behalf of/in collaboration with the Service Delivery and Installation teams that delivers a professional engagement experience with customers, ensuring satisfaction with the services they receive and foster continuous improvement
Lead pre and post installation planning meetings
Facilitate partnership with customer contacts on project to ensure successful deployment and outcomes Develop implementation project plans with detail covering all aspects of deployment including time lines, resource requirements, dependencies, communications, installations, training, post install reporting and verification. Liaison with installers and/or reseller service technicians to conduct physical installation of hardware Identify customer requirements and needs
Mediate between clients and the organization
Communicate regularly with end-customers to monitor, assess and address needs, frustrations and advance their degree of adoption of key features.
Develop standard procedures, workflow, tools and materials Evaluate and improve tutorials and other communication infrastructure. Establish network of installers that qualify and certify Develop training materials and create scorecard to manage and evaluate install technician performance. Develop KPI's to monitor and report on key customer success factors. TEK Systems – Northbrook, Illinois, Independent Consultant, IT Supply Chain Logistics (TMS Specialist), 2017 - 2018.
Navistar, (TEK System Assignment) Lisle, Illinois, Mobile Application Business Analyst, June-2018. Built detailed requirements and quality documentation. Performed detailed research and provided senior leadership with recommendations and strategies for product improvement or market-to-entry features. Created flow diagrams, process Worked in a very fast-paced, agile environment. Wrote user stories in JIRA, TFS in a user story format.
Navistar, (TEK System Assignment) Lisle, Illinois, OnCommand Connection Account Director, March - May-2018. Enabled data to tell stories about driving habits, predictive maintenance suggestions, best route suggestions, end user usage, etc. Worked directly with customers and dealers on methods to improve vehicle uptime which was accomplished by mining data and producing analytics to support a plan with each individual customer on their specific needs. Coordinated and supported the April 1 2018 ELD mandate for both new and existing Navistar customers, in conjunction with a cross functional team that included drafting of content for marketing DTL Transportation LLC – Sanford, Florida, Independent Consultant, Jan – Apr 2018. Provided operational support to the company’s distribution center leadership teams through various special and process improvement focused projects. Utilized trouble shooting and diagnosis (root cause analysis) skill sets in better understanding the current versus expected process/operations and mapped out changes necessary, worked with local DC manager to implement and monitor. Monitored key data points involving DTL Michael Wilkinson, Page 2
operations, damages by various facets, on time LTL shipping, LTL carrier partner on time transit performance, profitability, etc. Analyzed data to complete KPI reporting, monitor performance and plan improvements of the department.Analyzed problems and produced new solutions to implement continuous improvement plans US FOODS – Rosemont, Illinois, IT Product Manager, 2010-2017. Recognized as subject matter expert managing and supporting on- board computer technology deployment of Omnitracs for 6,000-tractor fleet nationwide across 60 divisions. Coordinated training and change management across nationwide organization, impacting 2,000 users and 6,000 drivers. Collaborated with indirect spending RFP process to select post-OEM maintenance provider for warehouse hardware, with $60,000 in annual net savings, and fleet installer service, with $1,100,000 savings yielded. Partnered with vendors to design innovative solutions for commercial-grade hardware to function in rugged environment and extreme weather. RFX - Strategic sourcing/Procurement/Purchasing of IT supply chain hardware, AOP maintenance, three-year to five-year hardware refresh road-map strategy for USF warehouse selection system, USF proof of delivery system, USF fleet maintenance system, and USF fleet telematics system. EDUCATION
APICS CSCP Certified Supply Chain Professional (In Progress) ITIL 4 Foundation (In Progress)
Lean Six Sigma Green Belt LSSGB (In Progress)
PMP Project Management Professional (In Progress)
LAKE FOREST GRADUATE SCHOOL OF MANAGEMENT, Lake Forest, Illinois M.B.A. (In Progress)
GEORGE MASON UNIVERSITY, Fairfax, Virginia
B.A., English Literature
Microsoft Office Suite, MS Excel Pivot/Power Pivot, SQL, SharePoint, MS Teams, Roadnet, XataNet, XRS, Omnitracs, Voxware, ShopFax, Tableau, Visual Studio Team Foundation Server, ELD, OnCommand Connection, Mind Meister, Trello, Tasks Box, Cherwell, HPSM, Ivalua, Airwatch/VMware, Coretex ELD, Coretex IBE, SmartSheet, Jira, Aha, Formstack, Dozuki, Skype, GoToMeeting, Zoom, SalesForce, Epicor, Zapier, Salesforce