Summary
Overview
Work History
Skills
Professional Skills
Education and Certifications
Timeline
Generic
MICHAEL S. ROBNETT

MICHAEL S. ROBNETT

Denver,CO

Summary

Over 25 years of progressive IT management roles across various disciplines. Highly skilled in IT Service Delivery and IT Program Management. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

29
29
years of professional experience

Work History

Senior Program Manager

Astor And Sanders (Contractor For USGS)
01.2018 - 05.2023
  • Successfully managed a team of forty-five professionals supporting Help Desk, Desktop, Systems Administrations, Cyber Security, Web Development, and Technical Writing staff.
  • Engaged with customers, partners, and constituent groups to create positive, trusting, and professional relationships.
  • Tracked and reported program results to customers and stakeholders to facilitate change management activities.
  • Devised tools and benchmarks to improve team performance and monitor production.
  • Performed program research and analyzed data collection to develop cost estimates and budgets.
  • Overhauled helpdesk operational processes and procedures, creating a more efficient operation that resulted in better customer experience.
  • Worked with IT staff to migrate thirty servers to AWS cloud services, meeting Department of Interior infrastructure requirements.
  • Reviewed and standardized 1250 knowledgebase articles resulting in faster resolution times and better customer service.
  • Met or exceeded 98.5% of all contract goals specified in the government statement of work.

Sr. Manager, IT Service

FORTRUST, LLC, Iron Mountain Data
06.2008 - 07.2017
  • Established full-scale design layouts and for hundreds of customers, including Federal, State and Fortune 100 and 500 companies.
  • Led all customer implementation activities, coordinating seamlessly with cross-functional teams and clients.
  • Aligned with vendors to engineer first-class cloud, IaaS, storage, backup, and security technology solutions.
  • Deploying a CRM system streamlining workflows and supplying critical KPI metrics for sales, marketing, and executive management.
  • Published cloud and managed service articles for the Denver Business Journal.
  • Created and presented KPI data for customer quarterly business reviews.
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging goals.
  • Delivered impeccable service within all service offerings.

Sr. Manager

ACS, INC
01.2006 - 06.2008
  • Managed a workforce of eleven, providing IT Operations and Service Desk support functions aligned with business requirements
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging goals
  • Revamped IT support organization using improved, repeatable processes; standards; automated tools; and ITIL-based service management, including incident, change, problem, and release management solutions
  • Introduced a virtual server environment that combined 100+ servers; decreased support costs while bolstering reliability and availability for essential services and processes
  • Led telecommunications financial audit that yielded $84K in annual savings
  • Streamlined processes for truck stop scanning service support and fulfillment, allowing for 99.99% availability
  • Spearheaded efforts to align data center infrastructure with IT security compliance requirements.

Enterprise IT Service and Support

Intuit
10.1994 - 05.2006
  • Impactfully led a 54-person organization by implementing SLA management and introducing improved and repeatable processes
  • Implemented industry best practices and standards, automated tools, and metrics for continual monitoring
  • Sharpened and refined IT service delivery across the organization by driving internal cultural changes, operational service improvements, and alignment of IT to business needs
  • Forged and sustained vendor relationships into lasting, trust-based partnerships
  • Drove success of educational initiatives for IT staff that increased their understanding of business operations
  • Improved staffing efficiency by 30% using applied process excellence methodologies and better performance management; enhanced quality controls and made efficient use of staff talents
  • Founded Architecture and Standards Committee that cut supported hardware platforms by 50% and supported applications by 46%
  • Upheld 93% month-over-month customer approval rating using process improvement; saw improvement from 65% to 93%
  • Implemented automated tools that saved 3060 hours of labor saved and $2.4M in cost avoidance over two fiscal quarters
  • Functioned as Project Leader implementing automated server and desktop backup solutions that generated $360K in cost avoidance stemming from lost productivity
  • Commenced telecom audits and negotiations that reduced related annual expenses by $2M
  • Slashed multi-million-dollar budget by over 60% to within 3% of plan YoY; increased staffing efficiencies, refined processes, and engaged in successful contract negotiations
  • Accountable for a sizeable complex computing environment of ˜125 enterprise applications, 2.5K Windows, and UNIX servers
  • Aggressively negotiated with vendors to reduce maintenance contracts from $750K to $550K.

Skills

  • Performance Management
  • Verbal and Written Communication
  • Forecasting and Performance
  • Program Development and Management
  • Conflict Management
  • Coaching and Mentoring
  • Teamwork and Collaboration
  • Process Improvement Initiatives
  • Critical Thinking
  • Complex Problem-Solving

Professional Skills

  • ITIL Service Management
  • IT Program Management
  • IT Project Management
  • Helpdesk Management
  • Incident/Problem Management
  • Change Management

Education and Certifications

  • Overland High School - GED
  • University of Colorado - Completion Date 05/24
  • CAPM
  • ITIL v4
  • HDI Support Manager
  • Agile


Timeline

Senior Program Manager

Astor And Sanders (Contractor For USGS)
01.2018 - 05.2023

Sr. Manager, IT Service

FORTRUST, LLC, Iron Mountain Data
06.2008 - 07.2017

Sr. Manager

ACS, INC
01.2006 - 06.2008

Enterprise IT Service and Support

Intuit
10.1994 - 05.2006

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MICHAEL S. ROBNETT