Michael Cox

Experience

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  Sun Healthcare Group

  Jan 1991 - Jan 1994

  Systems Manager

  Charged with the implementation and growth of corporate IT resources in a rapidly expanding environment driven by corporate acquisition. Implemented the first ever corporate network infrastructure. Reduced expenditures of hardware and software by placement of strategic vendor agreements and integration of all applications on network resources.• Provided support to all corporate facilities in the continental US and Europe. • Integrated solutions for Novell, AIX, and Microsoft in a single heterogeneous system.• Supported IT infrastructure growth through extremely rapid corporate expansion, from $100 million to $1.5 billion in revenue.• Planned and implemented the integration of all corporate IT resources in four separate facilities into a newly constructed flagship corporate headquarters building. Show less

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  CSC

  Jan 1994 - Jan 1998

  Director IT, Philips Laboratories

  Directed operations of a technical team providing network administration, helpdesk, and desktop support to the Air Force’s leading research facility. Performed annual contract negotiation and ROI analysis. Delivered improved system availability and significantly increased customer satisfaction. Expanded scope of work from a single department to all six of the organizations departments.• Managed Novell and Windows servers providing e-mail, virus protection, business applications, and remote web connectivity.• Provided technical assistance with PC’s in high security areas• Managed customer support team that provided telephone and in person assistance to users• Maintained 99.9% system availability on all systems. Show less

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  State of North Carolina

  Jan 1998 - Jan 2000

  Project Manager

  Provided leadership for government enterprise network initiatives. Coordinated the gathering of requirements for agencies, proposed solutions, and helped with the implementation. Assisted with monitoring of all network servers and equipment on the state network. Performed information gathering and analysis as part of the Y2k transition.• NOC oversaw approximately 3k servers and 64k users.• Increased agency productivity by providing managed network solutions that were centrally maintained.• Leveraged vendor relations, technical expertise, and reduced cost by standardizing platforms. Show less

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  Hill-Rom

  Jan 2000 - Jan 2015

  Sr. Manager,Engineering and Technical Services

  Fifteen year history working with Hill-Rom applications and services used in hospitals across the nation. Originally began as the Manager of Technical Support. Brought onto the team to bring leadership to a department that was in disarray. Initiated reforms to stabilize staffing, appropriately plan department growth, improve customer satisfaction, improve customer system stability and reliability, along with improving technical skills. The team began taking responsibility for all customer issues and escalations, even to the point of minor software tool development. The team performed beyond expectations and gained a reputation with executive leadership for excellent customer service. I am extremely proud that the team averaged a five year tenure in support and that several team members moved into engineering, project management, and even a department management role.Added Product Management of the system during the development of a new platform. Worked across departments to coordinate initiatives to provide functionality to the product or develop features or improvements that increased customer satisfaction. Continue in this role through today.Demonstrated success led to the additional of greater responsibilities. Currently manage several areas that include managing the support team, sustaining engineering team, sustaining engineering quality assurance team, R&D IT team. Introduce new technology solutions with the product including server virtualization, high availability, virtual desktop support, AD integration, network storage, and proactive reporting and maintenance. Show less

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  Cisco

  Jan 2015 - now

  Business Relationship Manager

  Builds and owns the business relationships for one or more partners within their respective geographies, Also assigned regional ownership for specific deliverables, as well as ad-hoc projects or assignments. • Act as the entry POC for Cisco stakeholders engaging with the supplier. • Translate CX strategy for customer support and drive the supplier to align and achieve it.• Invest in building the Cisco culture and thrive at coaching/mentoring managers and supplier operations leaders• Develop, run and maintain a reciprocal, productive, trusted and durable relationship with Supplier(s) and the corresponding stakeholders. • Build relationship with Cisco stakeholders to anticipate requirements, build forecast and discuss future business needs • Maintain oversight of all existing operations and future needs/capabilities in line with Cisco needs, and strive to reach across internal organizations to support partnering opportunities• Enhance talent pool: support partners and encourage skill growth, look into bi-directional opportunities of knowledge sharing and building a scalable bench to allow successful engagements • Evaluate and integrate new proposals from respective parties• Define and own implementation of contractual agreements with supplier(s). • Entry point for all new delivery requests. Receive requests, perform capacity analysis and collaborate with Delivery managers to cover for readiness plan, and with other BRMs for volume/FTE allocation`• SOP – where applicable. Align with stakeholders and update/ sign off with supplier Standard Operating Processes on quarterly basis• Incentives: track performance and financials. Together with the other BRMs, revisit and propose right metrics and KPIs methodologies across partners in line with business goals and strategy• Financial responsibilities:o Builds budget based on forecast and performance metricso Approval and reconciliation of monthly invoices• Lead supplier/Delivery transition projects as assigned Show less