Michael West
MIM Operations Manager
Marana,AZ
Summary
Motivated, energetic, and articulate individual who likes to let action do the talking. I believe that learning never stops and one should always challenge oneself to become more than they were the day before. I enjoy motivating others around me and feel that true leadership is achieved through consistency and confidence of action and purity in intention.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
1
1
Certificate
Work History
MIM Operations Manager
C3i Solutions, An HCL Technologies Company
Marana, AZ
05.2021 - Current
- At the request of the client, I transitioned from Sr. MIM to Ops Mgr to lead the MIM team.
- Seamlessly lead the team through training, parallel run and go-live phases.
- Achieved and maintained 100% SLAs for the last seven months.
- Ensure delivery on process and procedure documentation, SLA tracking, reconciliation and reporting both weekly and monthly to client leadership.
Senior Major Incident Manager
Unisys, Inc
Marana, AZ
04.2017 - 05.2021
- Senior MIM for largest account on a Leveraged team handling 30+ Major Incidents per month.
- Responsible for all scheduling, process creation, team leadership tasks and SLA attainment and reporting.
Critical Incident Manager
IBM, Cloud Managed Services
Atlanta, GA
06.2012 - 04.2017
- Managed all P1/P2, Critical and Multi-Customer Outages with volume surpassing 30 MIs per-month.
Education
General Studies - Business Administration
Kennesaw State University
Kennesaw, GA 07.2011 - 05.2013
Skills
Employee relations and conflict resolution
Certification
ITIL Foundations v3
Timeline
MIM Operations Manager
C3i Solutions, An HCL Technologies Company
05.2021 - Current
Senior Major Incident Manager
Unisys, Inc
04.2017 - 05.2021
ITIL Foundations v3
10-2016
Critical Incident Manager
IBM, Cloud Managed Services
06.2012 - 04.2017
General Studies - Business Administration
Kennesaw State University
07.2011 - 05.2013
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