Mike Vecchione

Experience

• 

  EMC

  Jan 2000 - Jan 2013

  Senior Manager, Solution Design CenterManaged a global team of 19 application integration specialists in the US and Shanghai. Engaged with IT to transition from legacy tools to Salesforce.com in order to accumulate and track data that measured volume of application sizing requests. Created the SDC roadmap of application services for EMC Professional Services to meet evolving needs of regional management. Developed KPI, performed analytics and developed case studies illustrating the successful use of SDC services. • Selected by VP to turnaround the groups responsible to ensure that EMC met expectations (scalability, interoperability and performance) generated by the Sales team• Spearheaded transition from product-focused solution verification to application-focused solution design center within only 6 months. Developed plan for the move, including shutting down the original department, relaunching, and re-training the entire technical team• Drove the development and roll out of application sizing services for clients using SAP, MS Exchange, and Oracle AWR. Identified additional opportunities in these spaces and kicked off development of MS SQL sizing service conceptualized to drive additional revenue and expand EMC footprint within enterprise accounts Show less Managed escalations associated with global implementation projects for the Professional Services group. Partnered with technical support and implementation support personnel to ensure a positive total customer experience (TCE) by successfully executing presales activities and ensuring timely resolution of customer problems. Analyzed data to asses escalation trends. Served as advocate for field teams within corporate headquarters.• Earned Six Sigma Green Belt; mentored Six Sigma project managers• Invited to attend, and subsequently take leadership of, a 3-day off-site hosted for 30 members of the new product introduction services team. Facilitated a brainstorming session using an affinity diagram to identify key initiatives and implemented a modified FMEA to prioritize the initiatives and develop what turned out to be the group’s annual plan for the upcoming year Show less Internal consultant. Led process improvement efforts for field operations. Conducted Six Sigma advocate training sessions. Scoped projects, including identifying resources needed. Led efforts to leverage data-driven improvement cycles to improve, optimize, and stabilize business processes and design.• Led resolution of an excessive number of service calls for the CLARiiON product line. Collected and analyzed data, and produced automated weekly reporting that allowed the product team to better forecast and prioritize efforts. The project drove a 5.6% drop in dispatches, and saved EMC $1.2M in soft savings, while the install base grew 46% over the prior year Show less

  • Senior Manager, Solution Design Center

    Jan 2010 - Jan 2013

  • Global TCE Escalation Manager

    Jan 2006 - Jan 2010

  • Principal Program Manager, Six Sigma

    Jan 2004 - Jan 2006

  • Customer Support Manager

    Jan 2002 - Jan 2004

  • Internal Management Consultant

    Jan 2000 - Jan 2002
• 

  Dell EMC

  Jan 2013 - Jan 2017

  Senior Manager, VMAX Engineering

  Took over management of two teams of engineers in the new product introduction (NPI) platform logistics and platform failure analysis spaces in 2014. Facilitate product discussions with product and global hardware engineers, manufacturing, and product management to determine strategic direction of future product offerings. Team with business partners to help define needs and prioritize efforts. Work with supply chain to get products into the lab.• Brought into VMAX to manage a team of support engineers for the VMAX Cloud Edition product in the US and Bangalore in 2013/14. Identified root causes, established ticketing system, developed internal operating processes and metrics, and communicated expectations to core development teams • Developed roadmap to assess and refine existing tools and infrastructure to scale operations, increase efficiency, and produce an 80% reduction in core development team’s business disruptions• Developed and implemented escalation process among customer service, VMAX Cloud Edition engineering, and managed services groups• Put process in place to analyze data, report trends, and rotate out solid state drives to reduce wear and extend life for use in revenue systems.• Drove “white wash” of over 5300 material components in over 1000 VG3R systems across 9 different labs globally in support of VG3R GA Show less

• 

  Interactions LLC

  Jan 2017 - Jan 2021

  Delivered overall leadership and direction for the 24x7 Response Center (NOC) team with a relentless focus on monitoring, alerting, incident management, and root cause analysis. • Took over a highly stressed team with low morale that had experienced 40% turnover in the prior year. • Established culture of continuous improvement through the identification and elimination of operational pain points. • Created RC Education Portal to educate and standardize operational processes. • Devised an operational performance measurement system to help identify improvement opportunities and to drive process discipline within the team. Show less

  • Vice President, Technical Operations

    Jan 2021 - Jan 2021

  • Director, Support Services

    Jan 2017 - Jan 2021
• 

  Federal Reserve Bank of Boston

  Sept 2021 - now

  Director, Service Delivery for FedNow

  Leading the FedNow Operations Center for the FedNow Service.