Michael Ball
Chapel Hill,NC
Summary
Senior IT manager with a proven track record of success in managing global teams and directing the adoption of processes across organizations. Extensive experience in leading projects on time and within budget. Skilled in reducing incident counts and mean time to resolution through the implementation of problem management practices, continual service improvement initiatives, innovation, and targeted training programs.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Manager of Enterprise Application Support
Peter Millar
02.2022 - 12.2024
- Managed service desk and deskside support of end-user computing and enterprise applications
- Oversaw BlueCherry Enterprise Resource Planning (ERP) and Softeon Warehouse Management System (WMS) systems support, integrations, critical incidents/RFEs with the software providers, and the EDI support vendor relationship
- Secured 100% of the Apple environment moving from local system level management to unified management via Kandji MDM software.
- Implemented major incident process improvements, thereby shortening IT response times by ~94%
- Led Jira Service Management implementation project to replace out-dated ITSM system allowing for improved workflows and reporting across ITIL processes.
- Managed projects to improve asset management, employee onboarding, and offboarding
- Managed daily operations to ensure efficient production workflows and customer satisfaction.
ITIL Consultant
BJC Healthcare
01.2021 - 01.2022
- Managed the alignment of the BJC application portfolio with the TBM Council standard model for healthcare and the ServiceNow CSDM.
- Led the implementation of Service Mapping, Event Management, and improvements to CMDB Discovery, enabling usage of the IT Operation Management module’s Operator Workspace
- Facilitated the ServiceNow stakeholder group to align all organizations across upgrades, new implementations, and process improvements.
- Major Incident Manager
Major Incident Manager
Innova Solutions at Change Healthcare
03.2021 - 09.2021
- Enhanced major incident management processes by improving data capture to enable more thorough root cause analysis during problem management
- Coordinated major incident response efforts, ensuring timely resolution and minimal impact on operations.
Senior Manager, IT End User Services
Synamedia
01.2018 - 01.2021
- Managed the service desk, deskside support, and ITSM software teams during and after the divestiture from Cisco Systems
- Led the project to reimage the laptop/desktop fleet of 4000+ systems from Cisco to Synamedia images saving approximately $6,000,000
- Led projects to improve incident management and implement Problem, Change, Knowledge, and Service Catalog and Service Portfolio Management using Freshworks FreshService.
- Established asset management processes to track all end user devices.
- Authored the major incident management process
Director, IT Operations and Deployment
Global Specimen Solutions
01.2017 - 01.2018
- Managed internal IT and AWS cloud operations to provide 24x7 availability including hosting, disaster recovery, security, infrastructure, application performance monitoring / alerting, and support for 25 customer GlobalCODE application instances.
- Oversaw IT Operations processes including Event Management, Incident Management, Problem Management, Configuration Management and Change Management Processes for internal and AWS Cloud Services to ensure issues are in compliance with SLAs
- Managed DevOps application support, maintenance, and deployment including product patches, migration, and release rollouts via Atlassian Jira and Bamboo
- Ensured auditable security policies were implemented and maintained according to customer agreements
Senior Implementation Specialist
Dimension Data
01.2016 - 01.2017
- Leveraged Cisco ServiceGrid and ServiceNow to deploy the IT Service Integration (ITSI) offering to multiple companies decreasing MTTR by ~37% and increasing CSAT by ~10%
- Authored and executed the IT Service Integration training curriculum to certify new implementers
Solutions Consultant / Project Manager
Cisco Systems
01.2014 - 01.2016
- Managed external projects implementing Cisco ServiceGrid (ITSM integration platform) B2B connections on time and within budget
- Architected and implemented multi-vendor ITSM ecosystems for Fortune 100 companies through B2B connections between customer environments (ServiceNow, Remedy, Salesforce, etc.) using SOAP, XSLT, JSON, etc.
- Improved and automated customer ITIL process workflows reducing MTTR by 27%
- Authored the Cisco ServiceGrid Problem Management process to reduce customer incidents
Problem Manager
Cisco Systems
01.2012 - 01.2014
- Managed an incident mitigation project yielding a 39% to 58% reduction of incidents across multiple IT Services
- Led the development of Cisco Global IT Problem Management reporting, critical success factors, and key performance indicators
- Coordinated Problem Management tool enhancements, testing, and training.
- Architected Cisco IT Problem Management process in conjunction with Pink Elephant consulting
- Fostered alignment between multiple process teams improving integration and automation
Project Manager
Cisco Systems
01.2011 - 01.2012
- Led projects to adopt standard Cisco IT ITIL processes (IM, PM, CM, SPM, SACM, KM, FM, and SCM) as Engineering IT moved from Cisco Engineer to Cisco IT.
- Established organizational service portfolio aligned with Cisco IT Proact BOST architecture model
- Developed service total cost of ownership methodology for $13 million in services to align with Cisco IT TCO compliance standards implemented in Apptio.
- Prepared metrics and analysis for Cisco CIO service reviews.
Systems Administrator
Cisco Systems
01.2007 - 01.2011
- Resolved Linux, Solaris, and hardware related incidents with critical DevOps servers across Engineering Hosting Solutions’ globally distributed datacenters
- Managed Projects focusing on Service Asset and Configuration Management, Capacity Management, and virtualization.
- Directed ITIL process adoption and service portfolio implementation to align with Cisco IT
- Led ITSM team and Problem Management function reducing defective root cause analysis from 50% to 0%
Education
Bachelor of Science - Computer Science
University of North Carolina at Asheville
Skills
- IT Management
- Incident, Problem, and Change Management
- Microsoft 365
- Microsoft Windows
- Project Management
- Root Cause Analysis
- Microsoft Azure
- Microsoft Entra ID
- Microsoft Exchange
- Service Desk Management
- ITIL Process Architecture
- Kandji MDM
- NinjaOne RMM
- Apple Mac iOS
- Information management
- Emergency response
- Incident management
- Documentation skills
- Metrics tracking
- ITIL framework
- Service management
Websites
Certification
- ITIL Expert (v3) Credential ID: GR761001378MB
- ITIL Examination in Managing Across the Lifecycle Certificate Credential ID GR760014552MB
- ITIL Intermediate Examination in Service Offerings and Agreements Credential ID GR756013686MB
- ITIL Intermediate Examination in Operational Support and Analysis Credential ID GR757013462MB
- ITIL Intermediate Examination in Planning Protection and Optimization Credential ID GR758013156MB
- ITIL Intermediate Examination in Release Control and Validation Credential ID GR759013151MB
- ITIL Foundation v3 Credential ID 834881
- ITIL Foundation v2
- ProAct BOST Bronze (Enterprise Architecture Transformation)
- Red Hat Certified System Administrator Credential ID 100-044-809
Timeline
Manager of Enterprise Application Support
Peter Millar
02.2022 - 12.2024
Major Incident Manager
Innova Solutions at Change Healthcare
03.2021 - 09.2021
ITIL Consultant
BJC Healthcare
01.2021 - 01.2022
Senior Manager, IT End User Services
Synamedia
01.2018 - 01.2021
Director, IT Operations and Deployment
Global Specimen Solutions
01.2017 - 01.2018
Senior Implementation Specialist
Dimension Data
01.2016 - 01.2017
Solutions Consultant / Project Manager
Cisco Systems
01.2014 - 01.2016
Problem Manager
Cisco Systems
01.2012 - 01.2014
Project Manager
Cisco Systems
01.2011 - 01.2012
Systems Administrator
Cisco Systems
01.2007 - 01.2011
Bachelor of Science - Computer Science
University of North Carolina at Asheville
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