Candidates About

Michael Plutt

Experienced and accomplished project and support team manager.  Versatile, reliable and efficient with 18+ years of experience in the IT industry.  Diversified skills include client relations, project management, collaboration across organizational departments, process management, and technical support.

SKILLS

SELECTED ACCOMPLISHMENTS – IBM

Support Team Manager (2014 – 2017)

Administer the delivery of services to clients as well as provide support to business development, client management, and service delivery teams. Serve as a link between business management and clients.  Responsible for the coordination of technical and information systems in an organization. Direct staff, determine necessary technology advances and educate employees on the use of software and hardware used in an organization's day-to-day operations.

·         Increased client satisfaction by 20% by ensuring that the teams were properly trained and ready to work tickets for new existing and new offerings

·         Reduced the administrative overhead of the support engineers by 15% through analysis of metrics and client satisfaction data so they could spend more time servicing the needs of the client

·         Decreased problem resolution time by 12% by partnering with the development teams to ensure client’s needs are the top priority and engaging the support team in development related activities

·         Increased synergy between the client and IBM and decreased support costs by 10% through the standardization of the tools used to document enhancement requests as well as the processes and tools used to track service engagements

·         Decreased overall support costs by 25% by merging two related support teams using different ticketing applications into a single team using a single ticketing application

·         Decreased the amount of time it took to respond to our top tier clients from 60 minutes to 15 minutes by deploying a quality notification system, and rearranging the staffing model based trend analysis

Operations – Project Manager (2010 – 2017)

Worldwide Front End Support Liaison

·         Decreased the time it took to pass tickets from the frontend worldwide teams to the backend support teams by 23% which resulted in a cost savings of $800K

·         Developed a methodology to accurately project call volumes (within 2% of actuals) and delivered fall plan projections to worldwide team three months prior to the end of the year to ensure appropriate staffing levels were available to handle client needs

·         Increased the self-sufficiency of the worldwide support teams by 15% through the proper use of tools and educational opportunities

Support Process Lead and Product Data Security Officer

·         Ensured 100% compliance to HIPAA regulations by properly managing and securing the support teams use of client data

·         Decreased problem resolution time for HIPAA clients by 10% through process improvements to the secured lab

·         Drove $350K cost savings through user interface standardization in the general client ticketing system

·         Ensured that the division was 100% ready for any type of compliance audit through process simplification and education

Acquisition Process and Tools

·         Delivered all support requirements on time and under budget as it related to the general acquisition project plan 

·         Delivered onsite process and tools education to the company being acquired prior to transfer of business to ensure a smooth transition for clients and a continued high level of client satisfaction 

·         Engaging with the worldwide frontend support team so they are aware of the progress of the acquisition that any requirements they have are met in a timely basis

Technical Support (2000 - 2009)

Tivoli Enterprise Console

·         Provided support on a variety of operating system platforms and levels

·         Configured product to work with available database applications such as DB2, Oracle, and Sybase

·         Integrated networks, systems, and application management using rules based event management

·         Provisioned a centralized, global view of the infrastructure and monitoring applications

·         Utilized IBM WebSphere Application Server integrations to deliver a centralized console for monitoring