Michael Lane
Olympia,KY
Summary
Seasoned Service Manager bringing twenty years of operational experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
26
26
years of professional experience
Work History
Operations Manager
Continuant
09.2020 - Current
- Manages and leads Service Operations and Assurance team: fifty-four Original Equipment Manufacturers (OEM) Engineers, Service Delivery Leads, Service Delivery Managers assigned to Service Desks and Global Enterprise Customers
- Develops, delivers, and trains personnel for the successful presentation of customer quarterly and monthly service reviews
- Develops and implements key processes for all Managed Services at desk and customer level (incident, request, event, problem, and change)
- Develops, implements, and measures SLA compliance KPI's for Service Desks as well as individual customer deliverables
- Maintains a monthly Incident standard of 99.09% and 99.68% for Service Requests
- Manages complex and difficult client engagements, working to provide the best possible outcomes while accounting for all internal and external variables
- Developed and implemented strategies to maximize customer satisfaction.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Analyzed and reported on key performance metrics to senior management.
- Developed and maintained relationships with external vendors and suppliers.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
Project Management Office (PMO) Manager
Continuant
12.2019 - 09.2020
- Direct and manage twenty-six project managers in the development of project plans, budgets, analyzing project issues and risks, maintaining RAID logs while driving resolution
- Established appropriate project structure, reporting and metrics to measure and monitor performance against the project plan including as hoc support to teams or management by collecting, analyzing data, and reporting results, and developing actionable recommendations when necessary
- Managed implementation of Lifecycle Management Systems (LMS) including process development, system training, communications and change management within the organization
- Proactively identify accounts where red flags may be present which may result in revenue loss to formulate a plan of action to retain customer and protect revenue.
- Oversaw quality assurance testing on new installations.
- Assessed operant systems for efficiency and functionality, providing written suggestions on enhancements needed to meet operational goals.
- Monitored project progress, identified risks and took corrective action as needed.
- Maintained open communication by presenting regular updates on project status to customers.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
Senior Operations Manager
Washington Army National Guard
07.2002 - 01.2020
- Managed company administrative, logistical, training, human resource, and maintenance requirements
- Conducted peer mentoring and team leadership training for employees
- Create and delivered analytical reports to identify and determine causes for personnel problems and developed policies and processes for training
- Provided direct oversight and human resource mentorship to senior leaders responsible for making decisions on performance and potential through promotion and retention boards
- Refined and implemented professional development programs increasing team efficiency and skills
- Administered performance ratings, created schedules, and processed payroll
- Developed systems and procedures to improve operational quality and team efficiency.
- Oversaw workforce management planning, volume predictions and capacity planning.
- Provided leadership for continual management and employee training initiatives.
- Prepared documents for internal and external audits.
- Allocated resources to planned programs according to business objectives.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Trained and guided team members to maintain high productivity and performance metrics.
Infantryman
United States Marine Corps
08.1997 - 09.2001
- Performed as fire team member during situational training exercises and infantry dismounted battle drills.
- Responded to emergencies with speed, efficiency, and knowledgeable assistance.
- Led fire team during infantry dismounted battle drills and situational training exercises.
- Trained in use of tear gas, passive ordnance, and explosives.
- Trained over multinational partners, contractors and foreign nationals to develop warfighting and defense capabilities.
- Produced reports on equipment status, incidences, personnel readiness and intelligence for superiors.
Education
BS - BUSINESS MANAGEMENT
UNIVERSITY OF PHOENIX
PHOENIX, AZSkills
- Skills & Abilities
- Software:
- MS Office Suite: Word, Excel, PowerPoint, OneNote, Outlook, Visio, SharePoint, Teams
- Project Management Tools: Microsoft Project, ServiceNo Project Portfolio Management, Smartsheet, Office 365
- Operating Systems: Mac OS, Windows 7, 8 and 10
- Sales and Service Management Tools: SalesForce, ODOO, ServiceNow Operating System
- Critical Thinking
- Business Development
- Coaching and Mentorship
- Inventory Control Processes
- Staff Management
- Motivational Leadership
- Employee Supervision
- KPI Monitoring
Timeline
Operations Manager
Continuant
09.2020 - Current
Project Management Office (PMO) Manager
Continuant
12.2019 - 09.2020
Senior Operations Manager
Washington Army National Guard
07.2002 - 01.2020
Infantryman
United States Marine Corps
08.1997 - 09.2001
BS - BUSINESS MANAGEMENT
UNIVERSITY OF PHOENIX
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