Michael Shalvey

Experience

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  Sprint

  Jan 2002 - Jan 2004

  Indirect Sales Manager

  • Responsible for all distributor relations, quotas, promotions, training, and profit and loss for the Amarillo Market• Recruiting, hiring, training, and managing new dealers/agents.• Managing ongoing training programs, providing high level of customer service, and managing ongoing incentive programs for third-party retailers, dealers and/or agents• Responsible for up to twelve direct reports (Sprint Wireless Activation Team)• Addressing complaints and resolving issues to retain customers Show less

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  24 Hour Fitness

  Oct 2004 - Sept 2005

  Sales Manager

  • Managing club sales to maximize production through the club sales team• Setting monthly, weekly and daily goals and objectives for all revenue producing areas for Sales Counselors to assure the club hits revenue targets• Reviewing and analyzing daily sales numbers and club statistics• Spearheading the community outreach program to create awareness and drive club traffic • Working with the Operations Manager and Fitness manager to ensure all areas of the club are above company standard Show less

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  Encore Payment Systems

  Apr 2005 - Aug 2010

  Systems Administrator

  Transitioned into the Systems Administrator role at the request of the Chief Information Officer to aid expanding the company from less than 50 to over 600 employees and launch two additional Payment Processing brands. • Installation, Configuration, Maintenance and Administration of the organization’s Servers, Network, Workstations, Telecommunications Systems and supported a diverse user base.• Worked closely with all levels of company leadership to aid in design and revision of custom software systems written by in house development team. Show less

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  Granite Resources LLC

  Sept 2010 - Sept 2013

  Director of Information Technology

  Recruited by Vice President of Operations to build and direct the entire IT organization for the start-up of an Oil and Gas exploration and development company. Given full autonomy for the strategic planning and tactical development of the IT infrastructure and all technology and telecommunications systems, networks and solutions. Leadership Achievements• Acquired, implemented and customized systems, software, networks and applications to meet a broad cross-section of business, financial, geological, engineering, land operations and organizational requirements.• Collaborated on financial and operational audits of technology assets with emphasis on strengthening quality, upgrading network security, expanding risk assessment capabilities and controlling user access.• Consulted as Project Manager for Oil and Gas Project acquisition, evaluating long term production potential based on presented executive summaries, independent discovery, and available geological information gathered.Technological Achievements• Designed initial network infrastructure including TCP/IP scope, DNS, telecommunications system, servers and network printers. Concurrently set up Active Directory schema still in use today.• Implemented flexible and scalable solutions to seamlessly manage increases in connectivity requirements and technology accessibility for remote sites and over seas.• Built new technology backbone, servers back-up systems, wireless communications, switches, routers and security systems for new sales center and production annex.• Designed and developed a secure web presence that adhered to strict federal regulations with a content management system that allowed for efficient communication with authenticated project participants Show less

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  Fiserv

  Sept 2013 - Jan 2018

  The problem manager is a member of the Enterprise Technology group and is responsible for execution of the Problem Management process. The Problem Management process works to understand, document and communicate the root cause of service impacting incidents and tracks appropriate corrective actions that will prevent the problem from recurring.Essential Job Responsibilities: • The problem manager is responsible for the coordination and documentation of problem investigations contained as part of the Problem Management process. • Problem investigations require facilitation of technical and non-technical resource discussions to appropriately determine, document and categorize root cause conditions and identify the right actions to address deficiencies in technology design or process.• The role interacts with associates and leaders from across the enterprise. Additional Skills/Knowledge:• Specific knowledge of common IT infrastructure, its components, functionality, and applications .• Best IT practices, industry standards, and a deep knowledge of ITIL processes (change, release, incident and problem management)• Understanding the products, services, and service levels (both agreed and implied),• Knowledge of the Fiserv systems, processes, and business culture provides a basis to develop and maintain credible relationships.• Ability to facilitate relations between business groups, technology departments and vendors• Experience at working both independently and in a team-oriented, collaborative environment is essential• Good interpersonal, written, numerical and oral communication skills• Self-motivated and ability to work unsupervised• Good technical understanding and an ability to translate technical requirements and specifications into easily understood business concepts and vice versa Show less Part of a Command Center Team providing 24X7 immediate response and/or investigation of system alerts as a senior level troubleshooter in a complex network environment. Monitoring system performance and taking proactive corrective action to insure maximum system availability is achieved.• Providing senior level windows system support for troubleshooting and resolving system related incidents, providing assistance to peer members to identify, isolate, restore and apply long term corrective action.• Work across several teams (system engineering, security, and networking) to restore service rapidly during an incident.• Analyze the root cause of incidents and implement permanent resolutions. • Identify opportunities for system automation and process improvement.• Create in-depth documentation of processes and system configuration.• Provide and receive cross training from immediate support team. • Drive Continual Service Improvement. Show less

  • Problem Manager

    Jul 2015 - Jan 2018

  • Operations Engineering - Windows

    Sept 2013 - Jul 2015
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  Southwest Airlines

  Jan 2018 - Feb 2023

  • Member of a specialized team tasked with taking at identifying and improving Southwest Airlines Critical Incident prevention, response, and investigation practices• Assist in redefining TECC Structure; define and evaluate new roles and responsibilities• Support the TECC in a consultative manner, including talent evaluation and recruitment, training, coaching, and tool administration• Enhance Data Science and Data Analysis skillsets to develop and support standardized reporting and analysis for the Enterprise• Accountable for investigating the highest level of Critical incidents (Critical-P1) and providing support for all Critical Incident related Problem Investigations Show less • Transitioned at the request of Sr. Leadership to evaluate and refine/redesign the Major Incident Management Process from the perspective of the TECC• Collaborated across Technology to develop and launched the Critical Incident Management Process• Train, Support and Coach members of the TECC to install Major/Critical Incident management best practices and standards• Technical SME and/or Administrator for tools and resources used by the TECC (QuickBase, Everbridge, O365, ServiceNow, etc) Show less • Member of the ITSM Operations Team tasked with governance and continual improvement of core ITSM • Redefined Problem Management best practices with the establishment of enhanced standards for investigating Business Impacting Incidents: “Enterprise Problem Management” • Lead the effort to integrate the Enterprise Problem Management process with all areas of the Technology Department• Facilitated Executive Root Cause Analysis Readouts at the request of Technology Sr. Leadership for a panel of Kathleen’s direct reports• Provide overview summaries and detailed risk analysis for Monthly/Quarterly Portfolio review process Show less

  • Sr. Technology Analyst - Critical Incident Center of Excellence

    Dec 2021 - Feb 2023

  • Sr. Technology Analyst - Technology Enterprise Command Center

    Sept 2019 - Dec 2021

  • Problem Manager - Service Management Operations

    Jan 2018 - Sept 2019