Mike Miller, PMP

Experience

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  GE Capital ITS

  Apr 1994 - Feb 1999

  Systems Engineer
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  MicroAge

  Jan 1999 - Jan 2000

  Sales Engineer
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  CompuCom

  Dec 2000 - Dec 2003

  Project Manager
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  U.S. Bank

  Jan 2003 - Aug 2020

  Supervised 14 offices, as well as 31 staff members that consisted of a Manager, 8 Contractors, and 22 employees while overseeing Elavon support teams and level 3 related activities throughout North America.Managed all IT operations, including staffing and workflow management, budgeting, technical support, and secondary IT functions.Provided support to Tier 3 support staff that maintain 17,000+ PCs across multiple networks and systems throughout the organization. Maintained the supply chain for Elavon North America to ensure prompt delivery of software and hardware. Successfully oversaw a hardware budget of $2.5 M and developed and fostered vendor relationships while maintaining a steady inventory of 6,000+ PCs.Coordinated multiple databases to gather and relay pertinent information for 4 projects, in addition to designing and determining requirements to introduce and use Cloud software. Worked with acquired companies to determine software availability and best path to follow to assimilate in the company methodology and processes.Maintained the network operations for 14 locations including budget and project planning. Show less Directed 18 employees for Tier 2 and Tier 3 Mortgage Support, as well as Tier 2 Support for US Bank, who actively resolved 10.000+ tickets annually.Conducted performance evaluations and provided constructive feedback to increase staff’s professional development and the department’s overall productivity. Reviewed various issues and modified troubleshooting procedures accordingly while meeting corporate standards and industry guidelines. Ensured that equipment functioned at optimum levels by examining and tracking performance, as well as monitoring company needs and industry trends to accommodate future business needs.Served as Project Manager and spearheaded several projects, such as PC refresh, asset management, and software roll-out, in addition to managing product budget of $2 M. Provided support for Virtual Desktop (VDI) solutions across the US and EU, while creating remote access solutions to actively resolve bugs for end-users. Show less Managed Mortgage Support Tier 3 help desk managing 9 techniciansAnswer direct calls from the Mortgage ServiceCenter to assist end users in real timeRONA 98%Maintain a 98% SLA for all requests and incidentsPlans, schedules, and deploys hardware facilities and associated software for the assigned site. PC refresh for 1100 Mortgage Loan Officer LaptopsDirects, motivates, and develops staff, maximizing their individual contribution, their professional growth, and their ability to function effectively with their colleagues as a team Drives analysis of client-identified issues or problems, which may require changes to procedures, standards, or systems Creating and Meeting KPIs and finding solutions to meet the metrics given by Senior management. Improving efficiency by 50% Show less Maintain all equipment for all Loan Originators nationwide for 900+ users, consisting of 5000 PCs as well as complete infrastructure responsibilities for the Olivette Location in St. Louis Mo.Maintain the relationship with all internal customers to ensure that all groups are communicated to effectively regarding updates and how they will affect the Mortgage Employees. Provide representation on the Mortgage Technical CommitteeManage all budgetary aspects for technical projects involving the Olivette location and Loan Originators, approximately 1500 users. Budgets for typical projects range from $1.5 -$2 million dollars. Yearly Budget for BAU (Business as usual) $2.2 million.Assist with the writing of Business Requirements and Statement of Works that involve software or hardware implementations for the Home Mortgage division.Work with external vendors to escalate technical issues and work toward resolution plans. Manage all vendor relationships for phone repairs for the Avaya and Nortel systems.Manage technical personnel team of 8 that maintain all servers, switches, routers and PCs for 1500 users.Manage 3rd level support for Mortgage Consulting Helpdesk (average 3500 calls per year).Project management for all technical projects involving all LAN, server and workstation equipment using Microsoft Project.Documentation for all network control and process using VISIO.Responsible for meeting with department leaders and Network Engineers to implement infrastructure plans related to: LAN Projects/ Network and Server U Show less

  • IT Infrastructure Manager/ Elavon Tier 2 and 3 Support // Project Manager

    May 2016 - Aug 2020

  • Field Support Site & Regional IT Manager\ Project Manager\ Assistant Vice President

    Apr 2010 - May 2016

  • Tier 3 Mortgage Support IT Manager

    Feb 2004 - Apr 2010

  • Project Lead, US Bank Home Mortgage Division Tier 3

    Jan 2003 - Feb 2010
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  Save A Lot

  Aug 2020 - Nov 2020

  Information Technology Operations Manager

  Manage the IT operations processes, Incident, Problem and Change, to ensure proper process rigor and compliance to prevent operational impacts to users and the business.Own the IT Performance Scorecard reporting key performance indicators (KPI) and metricsFacilitate key functions of each process, including major incident resolution and communications, change advisory board and problem tiger teams to permanently resolve recurring incidents.Collaborate cross-functionally to ensure technologies (internal and cloud based) are operating efficiently.Ensure the team gathers technical details, assess situations and analyze findings to provide appropriate resolutions, recommendations and guidance.Provide recommendations for continuous improvement.Work with Development teams to test and understand processes to push for majority of ServiceNowLed effort to develop a communications plan be mature the overall communication or the organization pertaining to major outages Show less

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  Cisco

  Mar 2021 - Oct 2021

  Customer Project Manager

  Optimization Project Manager - Primary duty is to coordinate the effort to analyze and determine the best recommendation to allow the network of our clients to get healthy.

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  GKN Aerospace

  Jan 2022 - Apr 2024

  Information Technology Site Manager

  Manager of all IT site activities. Responsible for network engineering, App Dev, Service Center activities and project management.

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  Boeing

  Apr 2024 - now

  Information Technology Manager