Michael Salmon
IT Solution Leader
Marietta,GA
Summary
Results-driven professional with a strong background in network technology, IT solutions, program management, managed services, and customer support. Successfully implements and manages complex IT projects to ensure seamless operations and optimal performance. Proven ability to develop innovative solutions that enhance network infrastructure, streamline processes, and improve efficiency. Skilled in providing exceptional customer support and promptly resolving technical issues. Committed to delivering high-quality results with a customer-centric approach.
Overview
2025
2025
years of professional experience
Work History
Sr. Director of Managed Services, IT Solutions and Customer Support
PRESIDIO
02.2022 - 06.2024
- Accountable for managed services deliveries, margin growth, P&L, Quarterly Business Reviews (QBR), and vendor management for accounts generating more than $100M annually
- Delivered strategic initiatives, guidance, and mentorship to a team of subject matter experts accountable for IT engineering, deployment, cloud support, network operations, and client satisfaction
- Ensured workflow services were delivered, improving the team's annual productivity by 30% annually
- Program management leader who led the implementation of strategies, policies, and best-in-class execution, ensuring all IT methodology and processes were followed throughout the SDLC
- Leveraged AI and automation concepts, used ServiceNow ticketing systems to execute change management MACD (move, add, change delete) activities to drive network growth and resolve performance conflicts across the clients' enterprise-wide IT infrastructures including IP routing networks, server support, storage systems, cloud applications, desktop systems, laptops, mobile devices, wireless telephony, Wi-Fi, etc
- Implemented the ITSM framework to define and monitor key customer degraded metrics, identified critical network outages, DDOS cyber-attacks, systemic, and other degraded network issues with potential business impact
- React to resolved incidents and conducted seamless network failover activities for critical applications, infrastructures, and client’s supporting tools, increased network availability by 10% MoM
- Conducted root cause analysis, drove problem management activities, and collaborated with vendor partners to implement continual service improvement that increased overall network performance by 20% annually
- Used Tableau, PowerBI, and other data visualization warehousing tools to build KPIs to identify NPS, CSAT, ESAT, network SLAs, SLOs, and other performance indicators
- A Distinguished Architect who collaborated with Pre-Sales, Engineering, and Marketing Teams to deliver recommendations on large complex deals for M2M, IoT, 4G/5G mobility solutions, App Enablement, and cloud services offerings to drive revenue and increased margins
- Applied oversight to the annual budget and applied cost control execution for network infrastructure expenditure, vendor management support, hiring, training, and developing employees.
Sr. Director of Network Engineering, IT and Customer Operations
US Cellular Wireless
09.2015 - 02.2022
- Delivered strategic and day-to-day guidance to reshape the functions of a diverse multi-tier organization of more than 300 technology experts responsible for customer satisfaction, disaster recovery plans, network integration, vendor management, and pre-sales support to meet and exceed annual financial targets
- Implemented cutting-edge guidance to foster automation, AI/ML initiatives, and CI/CD functionalities to release, change, problem, and incident management teams within engineering, IT, and operation centers
- Implemented technology risk management programs to conduct routine SOC 1 & 2 audits per OSHA and FCC regulators, governing enterprise-wide IT BSS/OSS functions that include customer billing applications, IP routing networks, firewalls, servers, storage systems, wireless mobility, and Wi-Fi networks
- Held accountability for the voice of the customer scorecards, developed KPIs to analyze NPS (net promoter scores), and used data to implement engineering techniques to reduce customer churn by 10 - 20% annually
- Served as a trusted advisor to the company’s Technology Change Advisory Board (CAB) to review and recommend new technology offerings and adapt to emerging technologies deployments to speed up time-to-market offerings that improved business values, customer expectations, and deliver financial growth
- Business Continuity Ambassador who developed and implemented programs for seamless failover of customer business operations, technology operations, and people execution
- Used program management skills to facilitate town halls, deliver executive communication, engage with customers, and provide advisory presentations to internal and external partners.
VP of Change, Process, and Program Management
St. Louis
- 01.2019
- Provided executive consultation to reshape people, processes, and tools operations that fostered a business-oriented culture and mindset transformation from three unique companies into one new company’s mission, vision, core values, and purposes across engineering, and IT ecosystems
- Network and customer operations
- Senior Advisor to the executive teams who provided weekly milestone updates of budget concerns, network transformation statistics, and risks with proposed alternative solutions to complete the merger of the Time Warner, Spectrum, and Bright House cable networks
- I directed several program functions that provided the company with processes and playbooks to adapt new implementation themes from native networks to cloud-based cutting-edge technology offerings
- Delivered operational guidelines to support wireless and wireline operations, IP routing functions, video, media cable entertainment distribution across DOCSIS/PON, head ends, and inside and outside plants
- Reshaped the engineering test and turn-up practices that improved time to market (TTM) 6-month deliveries by 50% through modified lab processes, streamlined DevOps practices, and KPIs to ensure successful integrations were applied to the networks
- Incident response expert who developed and delivered a best-in-class incident recovery playbook and a disaster recovery program to the 24x7 network and security operation centers, improved overall network KPIs by 20% quarterly.
VP of Network Operations, and Client Support
Allen
- 01.2017
- I was recruited to complete the merger and acquisition activities of the networks for three major states acquired from Verizon
- The execution achieved over $50M in annual cost savings through improved vendor management partnerships, modified RFP practices, employee consolidations, and SOW practices
- Developed high-performing teams of 250 directors, managers, engineers, and contractors to improve customer first call restoration (FCR) through the support of 24x7x365 multi-tier incident, problem restoration, and change management centers
- Researched, recommended, and implemented technology strategies to increase the quality and reliability of business wireline offerings, applications, employee productivity, and operational efficiency
- Provided technical guidance to create a BCP program that included building a diverse network and engineering operation center to seamlessly failover all network applications, processes, business, and people operations
- Built KPIs and voice of the customer scorecards to respond to network incidents across all open systems interconnection (OSI) layers, voice/ VOIP services, IP video performance, and optical fiber networks
- Developed programs to attract managed services opportunities through traditional network and cloud offerings to government agencies, private sectors, and public B2B enterprise customers through CRM architecture deployment and zero-touch network operations.
Director, Network Support, Implementations, and Managed Services
AT&T MOBILITY
03.1996 - 09.2015
- Provided strategic leadership that governed $300M in annual expenditures to design, deploy, test/turn up, and sustain the mobility operations of all data centers and IT infrastructures within domestic and international footprints
- Managed a diverse staff of 300 domestic and international technology staff responsible for data center build, RAN and core operations, cloud computing applications, and responded to complex technology issues
- Provided supervisory guidance and SME support to teams accountable for managed services and the performance of a portfolio suite of ~3,000 uniquely built enterprise clients with cloud computing networks, native point-to-point networks, MPLS, and other end-to-end build across the OSI (1-7) network layers
- Pioneered the company’s first IT DevOps deployment program that evolved the network from domain 1.0 to domain 2.0 to support The Internet of Things (IoT), Machine-to-Machine offerings (M2M), and cloud service solutions such as SaaS/PaaS/IaaS from AWS, Google, and Microsoft Azure
- Vendor manager who partnered with telco providers to deliver lease circuit connectivity, network implementation, test, validation, and turn-up, and financial expenditure controls to deliver corporate ROI
- Collaborated with OEMs, developers, and marketing teams to test, validate, and launch new mobile devices, created Device as a Service roadmap, and drove digital adoption to deliver revenues and improve margins
- Network POC for disaster recovery engagement, major network outages, and unplanned tabletop BCP exercises
- Assess, measure, and provide executive feedback from the network performance and people execution.
Education
Master of Arts - Information Technology Systems
Webster University
Bachelor of Arts - Business Management and Administration
University of Phoenix
Skills
- Collaborative Leadership
- Culture Transformation
- Policy Development
- Data Analytics
- Financial Management
- Strategic Planning
- Project Management
- Contract Negotiation
- Process Improvement
- Customer Service
Accomplishments
Member of the AT&T Patent Department
Launched the first generation iPhone
Deployed AT&T Connected Car and paved the future for IoT, and M2M Service
Communitysupport
- Big Brother Programs
- Rebuild Together
- Aspire
- Veteran Career Growth
- Women in Cable
- Women in Telecommunications
Executivedevelopment
Graduate of the Accelerated Executive Leadership Development Program, AT&T University
Timeline
Sr. Director of Managed Services, IT Solutions and Customer Support
PRESIDIO
02.2022 - 06.2024
Sr. Director of Network Engineering, IT and Customer Operations
US Cellular Wireless
09.2015 - 02.2022
Director, Network Support, Implementations, and Managed Services
AT&T MOBILITY
03.1996 - 09.2015
Bachelor of Arts - Business Management and Administration
University of Phoenix
Master of Arts - Information Technology Systems
Webster University
VP of Change, Process, and Program Management
St. Louis
- 01.2019
VP of Network Operations, and Client Support
Allen
- 01.2017
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