Summary
Overview
Work History
Education
Skills
Websites
MILITARY EXPERIENCE
Accomplishments
Affiliations
References
Timeline
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Michael Woodward

West Jordan,Utah

Summary

Technology Specialist with proven expertise in leading high-performing virtual teams. Strong communication skills facilitate effective collaboration with leadership and peers, driving innovation and performance across business functions. Recognized for excellence in customer service and leadership in military and civilian sectors, with multiple awards highlighting achievements. Certified in Agile methodologies, with a solid background in strategic planning, project management, and operational success.

Overview

11
11
years of professional experience

Work History

Associate Director, Systems Analysis

Verizon Wireless
West Valley City, UT
01.2023 - 03.2025
  • Led a team of 7 employees in developing front-end system enhancements.
  • Collaborated with various business units to align enhancements with initiatives and funding criteria.
  • Enhanced Performance Management tools for use by Verizon Business leadership.
  • Administered Customer Experience surveys for Phone and Chat representatives.
  • Facilitated partnerships across teams to ensure timely completion of updates with acceptance criteria.
  • Coordinated with Legal, Risk Management, and Compliance teams to minimize risk in enhancements.

Senior Manager, Business Intelligence & Reporting

Verizon Wireless
West Valley City, UT
06.2020 - 01.2023
  • Managed a team of four employees to develop and maintain performance management tools.
  • Performed comprehensive reviews of customer experience surveys, updating based on company needs.
  • Established metrics driving impact, resulting in actionable recommendations for improved customer experience.
  • Provided insights to executive leaders on customer and industry trends.
  • Closed feedback loops to ensure essential customer feedback prompted timely actions.
  • Mapped customer journeys to identify root causes of positive or negative experiences.
  • Updated coaching platform utilized by front-line leaders to enhance efficiency of one-on-one conversations.
  • Oversaw development of employee scorecards and performance goals in collaboration with HR.

Tech Advocate Senior Manager

Verizon Wireless
West Valley City, UT
06.2019 - 06.2020
  • Directed daily operations of Technical Solutions, overseeing team of 45-55 employees.
  • Cultivated excellence culture to drive customer success and employee engagement.
  • Mentored supervisors through team-building activities and targeted observations.
  • Established strong relationships with employees and leaders to ensure long-term success.
  • Enhanced business performance through scorecard management and coaching sessions.
  • Collaborated with departments including National Operations and Resource Management to improve efficiency.
  • Led multiple projects targeting leadership development and customer experience enhancements.
  • Implemented KPI management to monitor progress and drive continuous improvement.

Manager, BI & Reporting (Acting)

Verizon Wireless
West Valley City, UT
04.2019 - 06.2019
  • Managed a virtual team of Analysts and Sr. Analysts to support performance management tools daily.
  • Delivered weekly updates on system enhancements to Senior Manager using Google Slides.
  • Simultaneously managed multiple projects through development, testing, and launch phases.
  • Oversaw PA target review and provided recommendations on CVs for Verizon Business work groups.
  • Collaborated with Training department to develop guidelines for the updated coaching model.
  • Acted as liaison between IT and business work groups to facilitate effective communication.

Technical Expert/Help Desk Supervisor

Verizon Wireless
West Valley City, UT
05.2014 - 06.2019
  • Oversaw teams of 10 to 14 employees, delivering technical support for advanced solutions and products.
  • Mentored emerging leaders, enhancing leadership capabilities within the organization.
  • Assisted Senior Manager with daily operations of Tech Expert work group, a 24/7 department.
  • Drove front-line representatives toward achieving business goals and objectives.
  • Contributed to center-wide initiatives that improved efficiencies and reduced costs.
  • Recognized as BGCO Life winner for outstanding contributions in 2017.
  • Received award from Vice President of Verizon Business for significant overall contributions that year.

Education

Bachelor's degree - Project Management

ITT Technical Institute
Murray, UT

Associate of Science - Criminal Justice

ITT Technical Institute
Murray, UT

Associate of Arts - Arts and Sciences

Whatcom Community College
Bellingham, WA

Skills

  • Team development and leadership
  • Engagement strategies
  • Problem solving and resolution
  • Training facilitation
  • Process optimization
  • Effective communication
  • Performance management
  • Project management
  • Customer experience
  • KPI management
  • Cross-functional collaboration
  • Regulatory compliance
  • Data analysis
  • Stakeholder engagement
  • Root cause analysis
  • Employee training
  • Strategic planning
  • Mentoring supervisors

MILITARY EXPERIENCE

  • US Army, Fort Polk, LA
  • Sergeant - Communications NCOIC 1BN ABN 509 INF, 2000-2005
  • Communications Non-Commissioned Officer In Charge of all technology assets for Bravo Company. The unit provided realism training for groups sent on multiple deployments, including combat, peacekeeping, and disaster relief.
  • Maintained and kept accountability of 3 million dollars worth of equipment, including combat deployment with zero losses.
  • Trained numerous soldiers in the use and maintenance of technology equipment, including but not limited to radios, batteries, antennas, computer systems, vehicle GPS, and encryption devices.

Accomplishments

  • Verizon BGCO Life Award 2017
  • Airborne parachutist certified in 2001, maintained active status through 2005
  • Received Army Commendation Medal for actions taken during deployment to Baghdad, Iraq, 2004-2005.
  • Received Army Commendation Medal for providing superior support to the Battalion Commander during several training exercises.
  • Received numerous Army Achievement and Good Conduct Medals during tenure in the military.

Affiliations

  • 3D Printing and Painting
  • Classic Car Collecting

References

References available upon request.

Timeline

Associate Director, Systems Analysis

Verizon Wireless
01.2023 - 03.2025

Senior Manager, Business Intelligence & Reporting

Verizon Wireless
06.2020 - 01.2023

Tech Advocate Senior Manager

Verizon Wireless
06.2019 - 06.2020

Manager, BI & Reporting (Acting)

Verizon Wireless
04.2019 - 06.2019

Technical Expert/Help Desk Supervisor

Verizon Wireless
05.2014 - 06.2019

Bachelor's degree - Project Management

ITT Technical Institute

Associate of Science - Criminal Justice

ITT Technical Institute

Associate of Arts - Arts and Sciences

Whatcom Community College