Michael Hwang

Experience

• 

  IBM

  Jan 2001 - Feb 2022

  Responsibilities • Achieve 2021 Revenue, MVS Signing, and Profit budget for TWN TSS. Gain market share in TWN with focus on MVS growth. • Focus and success on employee engagement, diversity and inclusion. Conduct regular employee feedback, career and coaching discussions with direct reports and field team to provide quality two-way dialogue to drive meaningful change • Align our sales and delivery resources to WW TSS and GCG client coverage model. Improve client engagement focus for every leaders and managers. Ensure high levels of satisfaction from our clients, as measured via Net Promoter Score YTY improvement. • Continue Best in Class in NPS client satisfaction measurements. • Achieve 100% Project renewal on time and enlarge scope • Enlarge IMA Project scope for owned accountAchievements • Achieve total revenue USD$21.0M with 21% YTY growth • Leading the service team to provide quality services beyond customer's expectations and get recognized by customer, through successfully work with team to renew the IMA contract(USD$809K) extend service contract period to 2 years • Leading the service team to provide valuable services to customer and successfully manage customer's expectation/process and lead the team to sign the z/OS EPSA contract of TCV USD$119K per year • As SBM & PM of one of bankimg customer’s S&S project, well coordinate SW maintenance service & local service team to provide seamless services to customer and work with SW team & client team to sign the S&S contractof TCV USD$1,834K Show less ~ Responsibilities • Assigned account-level responsibilities to provide accounts with total account systems support. • act as the primary technical interface to customers for hardware and software technical and operational support. • When critical situations occur, act as the IBM technical interface to customers and manage the situation until the problem is fixed. • for IBM and non-IBM systems, are accountable to ensure a high level of customer satisfaction with Service delivery. • are responsible for the technical value relationship by providing expertise to protect revenue base and identify new services opportunities. ~ Achievements • lead the team and well coordinate service resources of TSS/IS/Lab with a fashion of effectiveness to manage key account's major system outage; and with the follow up actions work with customer then to provide the improvement plan to customer, not only improve customer satisfaction but also bring IBM more biz opportunities. • lead the TWN TSS team continuously tracking our service quality and monitoring customer's satisfaction, reporting service content through regular customer monthly meeting to present our service value to earn customer trust and co-work with client team to bring more biz opportunities. • Through the delivery excellence and work with team to support opportunities for TSS MA/IMA/PEMA/technical support contracts and GTS other kinds of opportunities. • Achieved high customers satisfaction from customers survey and high employees’ survey result. • 2015 IBM Role Model --- work with team to solve one of largest banking account's unplanned capability critical situation and clarify the root cause then setup the SOP to optimize system operation；provide the client with MF migration suggestions with total TCV USD$ 7M. Show less Responsibilities • Responsible for IBM Taiwan MVS & Networking Service Business including MVS /Network OEM Product and post-sale delivery. Accountable for Maintenance Signings, Revenue and Profit, Client Relations. • Develop/Refine OEM MA management Process(call flow, parts management, project management, parts vendor management) for OEM MA Re-EngineeringAchievements • Achieve total OEM/MA revenue USD6.8M with YTY growth 50% • Develop GTS MVS OI team room to encourage SSRs capture every MVS opportunity from field, with result of TCV 15.5M opportunity input and TCV 2.4M Signed. • Developed key accounts’ service plan and led execution on professional offering like Integrated Maintenance Services; Enterprise Maintenance Agreement; Multi-vendor Services. • Developed OEM product’s HW & SW core competency to provide timely support addressing customer’s system problems with high service quality. • Developed service delivery excellent initiatives to meet customer’s service requirements. • Achieved high customers satisfaction from 2009 customers survey and high employees’ survey result • Led 10 professionals and achieved over MVS Rev 6.8M per year Show less Responsibilities • Responsible for iSeries Server service business including Product Support Services; Professional Services & Maintenance Service Business. • Developed iSeries Server (AS/400) Service Solutions that led to complete many AS/400 related solution projects , these solutions included Server Consolidation; Virtualization; High Availability; Disaster Recovery; Remote Service Agent Support; Total Storage Management; Middleware Support Services. • Develop high value resources to lead iSeries MA/TS business transformation for future growthAchievements • Achieve Maintenance Business revenue of USD8.5M per year • Achieved Professional Service Business of USD2M per year • Developed product’s HW & SW core competency to provide timely support addressing customer’s system problems with high service quality. • Developed service delivery excellent initiatives to meet customer’s service requirements. • Develop iSeries SSRs to equip with p Series/MW/NW/PM capability for transformation with all SSRs pass pseries certification and 3 with CCNA certification and 2 with PMP certification • Led 20 professionals and achieved Rev 12M per year Show less

  • Service Business Manager of z Series Platform & Banking Accounts; Project Manager

    Mar 2021 - Feb 2022

  • Account Availability Manager

    Jan 2010 - Feb 2021

  • MVS & Networking Service Business Manager

    Jan 2009 - Dec 2009

  • iSeries platform Service Business Manager

    Jan 2006 - Dec 2008

  • AS/400 Solution ITA for High-Availability and Security Solutions

    Jan 2001 - Dec 2005