William McElveen

Experience

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  Microsoft

  Aug 1999 - Sept 2008

  Project Manager

  www.support.microsoft.comResponsible for managing all Knowledgebase (KB) content efforts for Enterprise Server and Client products (Windows Server, Windows XP and Vista Enterprise Clients, Exchange Server, Access, System Management Server, and Microsoft Operations Manager). Provided end-to-end support for multiple content workflows including publishing and translation for all Windows Server Enterprise client Knowledgebase Base (KB) articles from idea submission to external publication across twenty-one languages and thirty-eight countries. Managed the knowledge base for all Microsoft enterprise products including Windows Sever, Vista and XP enterprise clients, Exchange Server, Unified Communications, ForeFront for server and client, and back-end administration products.Drove collaboration across User Assistance, Program Management, Development, and Support Teams to identify, address, and improve the user experience. Developed and evangelized a cross-company triage process that indentified owners and resources for content authoring, resulting in targeting content creation, and reduced support call volumes and times. Managed content taxonomy that drove users to appropriate site content, improved search results, and provided targeted content based on user audience.Increased customer satisfaction and solution scores 8% on Knowledge Base articles during an organization-wide Content Improvement initiative utilizing SEO techniques to target content and improve usability as well as discoverability. Significantly exceeded group average of 3%.Mentored and trained peers globally on best practices, work-flows and processes, improving their productivity. Show less

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  Bank of America

  Jan 2010 - Jan 2014

  VP, Technical Project Solutions Consultant

  Provide project oversight and management for both software development and infrastructure technical projects across the Customer Offers and Targeting organization. Serving as the point of contact for partner groups to facilitate project efforts, drive communications, scheduling, and status within the project team, and assist development resources with any roadblocks. • Manage Infrastructure deployments. Working with networking, server, architecture, development teams, and vendors migrate customer transaction data from an Oracle infrastructure to a Cassandra environment. Coordinating all scoping, estimates, testing and support activities to update existing systems and add new hardware, systems, and functionality to multiple data centers. • Manage application development initiatives for both system upgrades as well as introducing new functionality, including the development of customer data management applications and integration with online banking systems. • Initiate and maintain reporting relationships with project stakeholders including team members, peers, managers, customers, vendors, and other affected departments to coordinate efforts across multiple business units and ensure continuous efficient management of projects. • Drive the collaboration and communication with other project managers and leaders to coordinate cross-project initiatives and activities. Assist in the development of project schedules, budgets, and forecasts in compliance with the company’s financial practices. • Managing the update process of internal team SharePoint websites to provide a consistent, searchable, and maintainable user experience across multiple team sites and create an online forum for document management and knowledge transfer. Show less

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  Sealed Air Corporation

  Jan 2015 - Jan 2019

  Director Information Technology Operations

  Director of the Global Technical Operations and support organizations, managing 24x7 Infrastructure Operations support for a global manufacturing company, as well as Infrastructure, Collaboration, and Security projects.

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  NTT DATA North America

  Jan 2019 - Jan 2019

  Business Consulting Senior Manager
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  AIT - Technology Design Solutions

  Mar 2020 - now

  Partner

  AIT is a technology & management consulting firm designing right-size solutions through our deep expertise & extensive partner network for evolving small and mid-market businesses. At AIT we provide CTO/CIO level support and services, technology program/project management, vendor advisory and selection support, and business intelligence services to enterprises across a variety of industries including Healthcare, Manufacturing, Automotive, Education, Sports & Media, Consumer Products, and Technology, among others. Show less