Michael Villarreal

Detail-oriented IT professional with a strong technical background and expertise in project management, network operations, and customer support. Demonstrated ability to lead diverse teams, streamline processes, and deliver exceptional customer-centric solutions. Experienced in managing large-scale IT projects, including mergers and acquisitions, infrastructure upgrades, and facility expansions. Committed to providing high-quality service, optimizing network performance, and ensuring successful project outcomes.

11/2021 - 11/2022

M&A Program Manager

PayPal, San Jose, CA

In my most recent role as an M&A Technical Program Manager at PayPal, I expertly navigated the complexities of technology mergers and acquisitions. By managing the technical aspects of these activities, I ensured the seamless integration of technology systems, data, and infrastructure between acquiring and target companies. My key responsibilities included:

• Conducting technical due diligence by thoroughly analyzing the target company's technology assets to identify potential risks or areas for improvement.
• Developing comprehensive integration plans, outlining steps and timelines for merging technology systems, data, and infrastructure.
• Led cross-functional teams to execute integration plans, ensuring all technology-related projects were completed on time and within budget.
• Proactively identifying and mitigating potential risks and challenges during the integration process, such as data security issues, system incompatibilities, or regulatory compliance concerns.
• Communicating with key stakeholders to provide regular updates on integration progress and address concerns.
• Evaluating post-integration success through key performance indicators (KPIs) and identifying lessons learned and best practices for future M&A activities.
• Collaborating with internal teams to identify opportunities for continuous optimization and enhancement of integrated technology systems and infrastructure.

Notable accomplishments in this role include:

• Successfully led the integration of Happy Returns' infrastructure with PayPal's specifications and implemented technology refresh.
• Managed network deployments for Happy Returns warehouses in Valencia, CA, and Southaven, MS.
• Established temporary infrastructure for a third warehouse in Blandon, PA.
• Effectively collaborated with internal and external teams to complete migrations involving end-users, endpoint, networking, circuits, physical security, AV, hardware suppliers, DevOps, facilities, operations, and more.

07/2020 - 10/2021

Process and Compliance Manager

Accelore Logistics LLC (DHL Service Partner), Richardson, TX

As the Process and Compliance Manager at Accelore Logistics LLC, a DHL Service Partner, I held a dual role overseeing compliance, process management, and technological advancements. Accelore provided pick-up and delivery, customer service, tracking and reporting, and compliance services to DHL.

My Compliance Manager responsibilities included developing policies, overseeing compliance operations, designing control systems, assessing control efficiency, identifying risks, coordinating with department managers, conducting audits, leading training sessions, and supervising the compliance team. As a Process Manager, I analyzed process data, facilitated teams for process review, implemented process solutions, designed workflows, provided training, monitored post-implementation benefits, identified risks, analyzed processes for improvement, led a team for process assessments and redesign, developed action plans, prepared reports, maintained process statements, gained in-depth knowledge of business lines and products, promoted best practices, and recommended innovative solutions.

Key accomplishments:
• Reduced candidate onboarding time by 60%.
• Decreased customer escalations by 40%.

04/2018 - 04/2020

Sr Manager, IT/Procurement

Cleardata Networks Inc, Austin, TX

I was Senior IT and Procurement Manager at ClearDATA Networks, a leading cloud partner focused on safeguarding healthcare data. In this hybrid role, I dedicated my efforts to serving the needs of internal stakeholders through my dual capacities as Procurement Manager and IT Manager.

ClearDATA Networks supports healthcare organizations in enhancing privacy, security, and digital transformation by offering a range of services, including Managed Defense, Cloud Operations, and Professional Services. They cater exclusively to the healthcare sector, covering payers, providers, technology firms, pharmaceuticals, and life sciences companies.

In my role, my key responsibilities included the following:

• IT strategies and department operations
• Managing the IT service desk
• Overseeing staff and vendors
• Handling procurement and vendor relations
• System and network administration

My accomplishments during my tenure with ClearDATA Networks included the following:

• Developing and executing strategic, operational plans for projects, daily operations, and budgetary needs, resulting in the elimination of unnecessary spending through financial controls
• Assertively negotiating vendor and IT consultant contracts to secure high-quality products and services from high-performing vendors at the lowest possible cost.
• Maintaining an efficient and stable technology infrastructure by advocating for preventive maintenance, enhancing connectivity and up-time, and significantly reducing costs
• Supervising IT efforts for the relocation of the headquarters and personnel to a new 32,000-square-foot facility
• Reducing licensing expenses by 18%

01/2017 - 10/2017

IS MANAGER

Blue Apron, AUSTIN, TX

As an Information Systems Manager at Blue Apron, I was pivotal in managing the technology infrastructure at the Customer Experience & Support facility. As a founding member of the IT support team, I oversaw computer equipment, network infrastructure, printers, conference room technology, and more. My duties included troubleshooting software and hardware issues on-site and remotely and actively participating in the corporate infrastructure team. In addition, I was instrumental in planning, deploying, and supporting tech initiatives throughout the company.

In my role, I:

• Managed a rapidly expanding fleet of hardware and software suites at Blue Apron's Customer Experience center
• Ensured the smooth daily operation of on-site technology
• Played a central role in ongoing network design, optimizing it to accommodate rapid growth
• Supported corporate IT needs through remote host-based systems
• Researched and recommended innovative and automated approaches to routine tasks
• Monitored daily system performance, verifying hardware, server resources, and system integrity
• Conducted regular security monitoring to identify potential intrusions
• Maintained a location-specific budget

Some of my notable accomplishments include the following:

• Managing the construction and build-out of a 400-seat, 64,000 sq ft call center
• Serving as the sole IT presence during Blue Apron's expansion into Austin, where I on-boarded and equipped 200 team members
• Identifying the need for and developing multiple training curricula for new hires and senior staff, including Mac Intro, Mac Advanced, Advanced Remote Meeting/Training Instruction, and more

03/2016 - 01/2017

IT Manager

Business Ink, AUSTIN, TX

Business Ink is a strategic business communication services provider that partners with public and private sector organizations to enhance operational efficiency and foster growth opportunities. The company offers customized, data-driven solutions and multichannel communication programs that deliver clear messaging and visually appealing content to engage customers effectively.

Responsibilities as IT Manager at Business Ink:

• Oversaw the organization and execution of all IT functions, including Service Desk and Network Engineers management.
• Directed Help Desk operations to meet customer requirements and maintain support for existing applications while implementing new technical solutions.
• Analyzed user communities' and clients' complex business needs to recommend appropriate technical solutions.
• Ensured consistency and maintainability of existing applications by enforcing standards and procedures for technical solution implementation.
• Managed and prioritized the workload of subordinate personnel.
• Safeguarded company data, network access, and backup systems.
• Ensured adherence to software licensing laws and requirements.
• Developed and implemented maintenance procedures.

Key accomplishments:

• Successfully consolidated IT teams post-merger, creating a unified team spanning coast to coast.
• Sustained IT-related procedures for ISO 9001:2000 certifications across four facilities.
• Engineered expansion into collocated data centers to enhance resilience and improve capacities.

03/2014 - 10/2015

IT Manager

Spredfast, AUSTIN, TX

As an IT Manager at Spredfast, my responsibilities included overseeing the IT department, managing a team of IT professionals, and ensuring optimal network performance. In addition, I implemented ITSM (IT Service Management) standards by leveraging the ITIL framework to manage internal systems, negotiated with vendors, and established a disaster recovery plan.

Key accomplishments during my time at Spredfast:

· Successfully managed IT services consolidation during the merger with Mass Relevance and the acquisition of Shoutlet, contributing to the company's transition from a startup to a large corporation.

· Expanded IT infrastructure and operations into New York, San Francisco, London, and Sydney offices.

· Supervised constructing and building two 32K sq ft expansions in the Austin headquarters.

· Enhanced the organization's security posture by refining internal IT policies and protocols and deploying new technology equipment and platforms, including video conferencing software and cloud-based tools.

· Reduced annual licensing expenses by $200K through strategic negotiation and vendor contract management.

03/2004 - 03/2014

IT Director

Management Applications, Inc., Sterling, VA

As IT Director at Management Applications, Inc. (MAI) for a decade, my role involved

· leading technical projects and internal teams,

· collaborating with clients to determine their needs, and

· delivering high-quality technical solutions.

I streamlined project schedules and monitored costs to reduce administrative and operational expenses. As a result, my tenure saw the completion of various technical projects, including a large-scale implementation for State Emergency Communications.

Key accomplishments during my time at MAI:

· Centralized point of contact for client-facing accounts, such as 3M, Wyoming Equality Network (WEN), and various government agencies, which increased overall revenue by optimizing staffing levels and internal equipment resources.

· Improved network functionality, device monitoring/management, and application monitoring/management for WEN within the organization's service desk system.

· Installed, troubleshot, and upgraded devices under the Wyoming Network for Telehealth (WyNETTE)'s WAN infrastructure, enhancing network connectivity and speed.

03/2001 - 03/2004

NOC Manager (Network Operations Center Manager)

Management Applications, Inc., Sterling, VA

As the NOC Manager at Management Applications, Inc. (MAI), my responsibilities included managing the NOC team, ensuring high-quality service delivery, and maintaining strong client relationships. My tenure at MAI marked significant growth and improvement in network operations, monitoring, and successful client engagements.

Key accomplishments during my time at MAI:

· Transformed core service offering from reactive to proactive monitoring and collaborative engagements, leading to a 60% reduction in customer disruptions within 12 months and 90% within 24 months. This resulted in $3M+ engagements with Qwest Communications and 3M.

· Managed network operations and monitoring for 3M Wireless Guest Access, increasing availability and capacity threefold during the engagement. Expanded the footprint from 2000 sq ft for guest access in one lobby to over 1M sq ft for all buildings, employees, and guests on campus.

· Oversaw the resources necessary for the NOC to operate effectively, including budgets, equipment, and vendor relationships, while continually improving processes and procedures used by the NOC team.

03/1998 - 03/2001

Senior Technical Project Manager

Management Applications, Inc., Sterling, VA

As Senior Technical Project Manager at Management Applications, Inc. (MAI), I managed client technology-related projects, focusing on project planning, budget management, resource management, risk management, communication, and quality management. My tenure at MAI was marked by significant growth and improvement in technical projects and client relationships.

Key accomplishments during my time at MAI:

· Successfully implemented a 700-node Frame Relay Network for the Commission on State Emergency Communications (CSEC) 911 ALI Network, optimizing productivity.

· Refreshed and improved the speed of the Texas Workers' Compensation Committee (TWCC) Infrastructure Upgrade, including the state's LAN, WAN, NMS, service desk, and desktop systems.

· Created and executed project plans, defined project scope, developed schedules, identified resources, set timelines, and established milestones, while effectively managing project budgets and tracking expenses.

· Coordinated resources across multiple projects, identified potential risks, developed mitigation strategies, and ensured effective communication with clients and internal stakeholders.

· Developed project quality control processes, established testing procedures, and reviewed deliverables to ensure they met project requirements.

07/1997 - 04/1998

LAN/WAN Administrator

National Bancshares Corp.of Texas, San Antonio, TX

As a Network Administrator, I managed communications between 8 bank branches across a wide geographic area. In addition, my duties included maintaining and managing stand-alone ATMs, servers, desktops, and applications.

03/1997 - 06/1997

Network/Systems Administrator C

City of Austin - Police Department, Austin, TX

As the primary Network Administrator for the Austin Police Department (APD) and 911 Dispatch, I managed infrastructure, servers, workstations, and notebooks. I also represented APD in the City of Austin technology team, contributing to infrastructure needs and business application assessments.

05/1994 - 02/1997

Network Specialist

Lincoln General Hospital, Lincoln, NE

As the sole Network Administrator, I migrated 400+ IBM terminals to Windows-based computers and established employee training programs for PC skills and software applications. In addition, I set up comprehensive desktop management, software distribution, and anti-virus systems.

10/1993 - 05/1994

Data/Network Specialist

HealthCare Communications, Lincoln, NE

As the single Network Administrator for a 60+ employee medical software development company, I supported all departments, including Administration, Help Desk, and Development, and maintained an internally developed help desk application.

10/1991 - 08/1993

Programmer / Network Administrator

Healthcare Financial Resources, Inc, Austin, TX

As a Network Administrator in a medical billing office, I developed and maintained a custom record system for processing accounts and initiated the office's first electronic billing system, significantly improving efficiency, reducing processing times, and enhancing funds collections accuracy.

11/1986 - 10/1991

Computer Network Administrator

Chaminot, Inc, Austin, TX

As a Network Administrator in a medical billing and collections office, I provided daily employee support and maintenance and collaborated with system developers to enhance overall services.

Local Area Network Systems – Cybersecurity Specialization AAS degree

Associate's Degree

Austin Community College, Austin, TX

Mechanical Engineering

Bachelor's Degree -incomplete

University of Texas, Austin, TX

11/2017

G Suite Administrator Fundamentals

Google

03/2017

Certified Casper Technician (Jamf CCT)

Jamf

12/2015

Project Management Professional (PMP)

Project Management Institute (PMI)

09/2015

ITIL® Foundation Certificate in IT Servi

PEOPLECERT Group

• Maintaining a 4.0 GPA while enrolled in the Cybersecurity program in college
• Earned PMP (Project Management Professional) certification
• Achieved ITIL (Information Technology Infrastructure Library) certification
• Promoted twice during a 16-year tenure at a commercial MSP, rising from Sr Technical PM to NOC Manager and ultimately IT Director
• Participated in local technical events and workshops to stay up-to-date with industry trends and best practices
• Received multiple awards for outstanding performance and contributions in the workplace, including the "Employee of the Month" award
• Actively participated in industry-related forums and discussion groups to exchange knowledge and ideas with peers and stay current with emerging technologies and trends.

With a technical background spanning various industries and a strong commitment to customer-centric solutions, I have developed a reputation for driving continuous improvement through a systems-thinking approach and leveraging my emotional intelligence to build lasting relationships with customers and colleagues alike. Whether working with IT infrastructure, managing construction projects, or leading teams, I bring a passion for optimizing processes and improving outcomes through innovative solutions that prioritize customer satisfaction. My industry-agnostic background has allowed me to develop a unique perspective and approach to problem-solving that is adaptable to diverse environments and challenges. Additionally, my belief in continuous improvement and dedication to staying up-to-date with emerging technologies and trends allows me to deliver innovative solutions that drive business success and growth. I am committed to leveraging my technical skills, customer-centric views, and emotional intelligence to achieve organizational goals and exceed expectations at every opportunity.