Michael Henderson

• Led a global architecture team focused on solution digitization and process improvement
• Implemented ServiceNow's CSM module in a FedRAMP compliant instance, as a part of OpenText's strategic decision to enter into the U.S. public market
• Drove the SOX-based security initiative implementing an enterprise-grade password repository
• Managed the SharePoint migration project of the acquisition integration program
• Led an Agile-based development lifecycle and backlog for Micro Focus ALM

Led IT Operations organization for a global company spanning 6 countries through a period of aggressive growth, managing projects, owning products, maturing teams and processes, through ultimate acquisition. Built strong stakeholder collaboration, driving technological strategy for the business.

• Managed 18 direct reports including Windows Systems, Telecom, Architecture, Applications, Asset, & Service Desk teams in a professional-development centric environment
• Partnering with Security and GRC, led the IT organization through GDPR, and ISO27001 compliance initiatives
• Vendor & contract management and negotiation (e.g., Microsoft, Dell, Google, Ping, Thycotic, Optiv, & ServiceNow)
• Managed $6 million annual budget (CapEx & OpEx combined)
• Collaborating with Accounting, centralized all fixed asset governance by implementing a robust asset management solution, matching serial numbers, POs, service history, maintenance contract, location, and lifecycle status (among others)
• Coordinated the IT integration of multiple acquisitions, both as acquirer and acquiree
• Managed a telecom team supporting all global offices and contact centers
• Global project implementations include:

o ServiceNow (as Product Owner)

o Global office moves, closures, and expansions

o Ping Identity

o SharePoint design and migration

o On & off-boarding process between HR, Facilities, Legal, Accounting, IT, and Security

o Avaya to Cisco contact center migration

o ISO 27001 implementation

o Proofpoint

o Jamf

Provided strategy for the delivery of client services in a high-pressure, project heavy environment. Managed over 2200 users and systems with a team of 7 local, 9 global technicians and implemented ITIL-based processes aimed at process and productivity improvements.

• Provided 2nd tier support escalations, managed to metrics and KPIs for over 500 client apps
• Designed BMC Remedy customer portal (SRM) resulting in a 20% increased usage of self-service incident management vs. phone contact
• Global Project Management initiatives including:

o Wyse client VDI

o Windows & Office enterprise upgrades.

o Connected online backup.

o Designed incident management process and flow.

o Developed release process for application and OS security patching.

o Centralized management of all client computing assets.

• Created a global client refresh program Process Maturation Strong People Leadership Acquisition Integration Asset Management Global Project Management Telecom Management Vendor & Contract Negotiation.

• IT support technician for DevOps, R&D