Summary
Overview
Work History
Education
Skills
Timeline
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Michael Simmons

Gig Harbor,WA

Summary

Professional manager, who has more than 10 of experience in managing large and small teams, complex client service projects that exceed the customer's expectations as well as delivering results to customers.

Overview

16
16
years of professional experience

Work History

Project Manager

Blue Origin-Protingent
11.2022 - 05.2023
  • Responsible for multiple project implementations and operations
  • The primary project was to help set up the Technical Training and Readiness team for Enterprise Technologies
  • The work consisted of the following:
  • Team Intake and Framework
  • The creation of the team confluence pages and process flow for the onboarding of team projects
  • Artifact creation that included:
  • Job Aides
  • On-the-Job Training Templates
  • Roadmap for ECM (Enterprise Communication Management)
  • Communication Setup
  • Jira Service Desk implementation
  • SNOW account setup
  • SNOW admin training - Ongoing
  • Snow Knowledge base
  • Project support for new employee surveys
  • Employee Hiring team

Sr. Project Manager

LiFE in the Air
01.2020 - 11.2022
  • Responsible for multiple customer project implementations and operations
  • Work consisted of the following:
  • Customer Engagement
  • Installation, rollout, and reporting of aircraft IFE systems
  • Participate in strategic planning and reviews of archive operational objectives, contributing information and recommendations
  • Ensured the company's production, quality, productivity, and customer service standards were met and exceeded
  • Developing a client support and ticketing system to route customer issues to the appropriate people for remediation and resolution
  • Architecture
  • Integration
  • Developed a tracking system for hardware inventory
  • Monitoring of customer projects continuously
  • Documentation of systems for aircraft installation, maintenance, and operation.

Operations Manager

Amazon Prime Video
04.2019 - 01.2020
  • Oversaw AVOC operations for Amazon Live Video Events - Sports
  • Managed operations for live sporting events on Prime Video
  • Management of the team and process responsible for streaming live sporting events via the Prime Video app for Amazon customers
  • Operational staff management - Management of operators that support video monitoring and event changes
  • Uptime and quality response - Worked closely with engineering teams to identify and correct quality issues
  • Daily reporting used by senior staff.

Project Manager

VR Studios
01.2016 - 04.2019
  • Client Support
  • Supporting VRstudios customers through the development of a process
  • Developed and managed operations support infrastructure and schedules for projects
  • Establishment of a support team to manage the day-to-day support
  • Implementation Engineer of customer solutions
  • Implementation at the customer's site
  • Installation/activation of products
  • Staff and customer training
  • Documentation solutions
  • Work directly with the engineer and software development groups to improve products
  • B2B sales

Sr. Operations Manager

Xerox Corporate Services
01.2013 - 01.2016
  • Managed Google Customer Support as a Senior Operations Manager for scheduling, QA, reporting, employee development, and overall contract development
  • Managed the day-to-day operations of the Contact center
  • Managed vital performance indicators and overall client satisfaction
  • Implemented new initiatives
  • Provided leadership and development to team supervisors
  • Developed and provided training materials for diverse programs
  • Ensured that programs were to the highest standards
  • Assessed and developed multiple program scorecards
  • Manage the recruitment, selection, training, assignments, schedules, coaching, counseling, and disciplining of employees
  • Documentation and Reporting

Sr. Project Manager

CSG Services/CSG Channels
01.2007 - 01.2013
  • Managed a team of up to three program managers focusing on program development, reporting, program improvement, and contract extension
  • Directly supported customers such as Microsoft, Eaton, Play Network, Xerox, and Level Platforms through various programs
  • Ensured the quality of service delivery through daily project quality assurance monitoring
  • Many of the programs utilized virtual teams from around the world
  • Setting, tracking, and managing key performance indicators to exceed client goals
  • Provided group and individual performance reviews
  • Developed and delivered training materials for customer programs
  • Worked with internal teams to help build tools and processes that increased team effectiveness and improved the ability to report program outcomes
  • Developed and delivered documentation and reporting to stakeholders.

Education

Bachelor of Science - International Affairs

Northern Arizona University
Flagstaff, AZ
1995

Skills

  • Program management
  • Project management
  • Client Engagement
  • Documentation
  • Support management
  • Training
  • Jira
  • Confluence
  • Client Support
  • Support System Setup
  • Hiring Manager
  • Operations Manager
  • Staff Training

Timeline

Project Manager

Blue Origin-Protingent
11.2022 - 05.2023

Sr. Project Manager

LiFE in the Air
01.2020 - 11.2022

Operations Manager

Amazon Prime Video
04.2019 - 01.2020

Project Manager

VR Studios
01.2016 - 04.2019

Sr. Operations Manager

Xerox Corporate Services
01.2013 - 01.2016

Sr. Project Manager

CSG Services/CSG Channels
01.2007 - 01.2013

Bachelor of Science - International Affairs

Northern Arizona University

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Michael Simmons