Michael Libman

Experience

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  Western Union

  May 2009 - Mar 2019

  Supported product design, release and operations management for cloud-based sales tools and compliance applications. As result paper-based process transitioned to 100% error-free global cloud based solution.Managed continual improvement through incident monitoring and handling, that streamlined troubleshooting and within 4 years increased customer satisfaction by 80%. Designed and implemented tools and processes:- Global operations support model that streamlined incident and problem management.- Operations support and VOC (Voice of the Customer) data collection tracking, KPIs analytics and reporting that managed problem resolution, prevented risks and identified enhancements.- Help Desk 1st call incidents resolution tool that distinguished technical problems from user errors, provided solutions to operational issues and guided users to relevant knowledge articles. Show less

  • Manager, Business Process Management

    Apr 2014 - Mar 2019

  • Lead Software QA Engineer

    May 2009 - Mar 2014
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  Charles Schwab

  Mar 2020 - May 2021

  Software Release Manager

  Coordinated cross-functional team’s efforts for agile deployment to Salesforce Retail Org. Created release notes for production support readiness and audit compliance.

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  Lumen Technologies

  May 2021 - Dec 2021

  Lead Product Owner

  Drove business analysis with product management, engineering team, release train and program architects to decompose features into users stories. Prioritized user stories based on urgency, budget and cost of delay.Presented completed changes to cross-functional teams.

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  Demyst

  Dec 2021 - Sept 2022

  Director, Global Support Services

  Established and led a team of Global Service Desk support engineers to carry out Demyst SaaS support services.Configured JSM based Global Service Desk to streamline client’s incidents, requests, and problem and change management. Automated workflows and escalations that reduced 60% of manual effort on recurring activities. Developed standard operation procedures, created training documents and maintained knowledge repository. Owned all support OKRs & KPIs across the department.

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  Colorado Governor's Office of Information Technology

  Jan 2023 - now

  Leading day-to-day operations of an OIT Testing Solutions & Services business unit. Assigning, prioritizing, monitoring and maintaining workflow, while coaching, leading, and mentoring staff. Developed and managed service roadmaps/backlogs/initiatives and projects to support the direction of the organization, implemented long term goals and objectives to achieve the successful outcome and financial success of the services.

  • Manager - Enterprise Applications

    Sept 2023 - now

  • Service Manager

    Jan 2023 - Sept 2023