Michelle Carroll
Nampa
Summary
Experienced leader with a strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for a collaborative approach and commitment to excellence. Proactive and personable leader with top-notch skills in streamlining information, prioritizing tasks, and approaching issues with an analytical mindset. Offers over 20 years of experience and a demonstrated track record of success. Demonstrates strong analytical, communication, and teamwork skills, with a proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings a positive attitude and commitment to continuous learning and growth.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Client Advisor
Synoptek
12.2023 - Current
- Engage with account Executive Leadership team to understand their business needs and develop and execute a comprehensive IT strategy aligned with those
- Provide program and project management ensuring projects are delivered on time, within budget, and to the highest quality standards while adhering to compliance requirements
- Lead steering committees and communicate concepts to all stakeholders
- Develop strong client relationships and ensure the highest levels of client satisfaction
- Implement continuous improvement initiatives to enhance service delivery and operational efficiency
- Develop and manage IT budgets ranging from $500k to $5M, ensuring cost-effective use of resources
- Ensure adherence to established KPIs
Business Development Manager
Synoptek
12.2022 - 12.2023
- Drive growth in assigned business areas, achieving year-over-year revenue growth targets
- Exceed gross margin targets, maintaining a diversified book of business
- Ensure high levels of client retention and satisfaction by proactively managing client relationships and feedback
- Provide accurate financial projections and manage the business to meet monthly forecast targets
Real Estate Consultant
Self Employed
10.2019 - 03.2022
- Consult with buyers and sellers regarding market conditions
- Analyze current state and understand future desired state
- Assist in finding solutions and plan for clients to get to desired future state
Director of Process Improvement
Synoptek
02.2017 - 10.2019
- Assessed business systems and processes, identifying areas for improvement to support future growth
- Elicit stakeholder feedback and input through interviews and surveys to integrate into process improvement
- Boost company efficiency and customer satisfaction by streamlining or eliminating inefficient processes
- Implemented and ran several committees for strategic initiatives, program management and project management
- Led efforts to migrate legacy applications to new CRM, Configuration DB, Documentation and Reporting platforms
- Led cross-functional teams to analyze and understand operational impacts and opportunities of technology changes
- Developed internal training on operational processes and applications
- Managed and mentored team of 10, conducted employee performance reviews, career development plans, training and growth opportunities
Director of Client Delivery Services
Synoptek
02.2016 - 02.2017
- Evaluated operational trends and made proactive strategy adjustments to maintain alignment between performance and objectives
- Conferred with other managers, technical personnel and team leaders to coordinate efficient site work and maintain tight schedules
- Ran daily reports to assess performance and make proactive adjustments
- Managed and mentor team of over 100, conducted employee performance reviews and discussed improvement strategies with each team member
- Directed training improvements to reduce knowledge gaps and eliminate workforce performance inefficiencies
- Spearheaded reinvention of support departments to maximize productivity
- Streamlined efficiency, reduced labor hours and boosted profitability to optimize overall productivity
- Motivated and supported field workers completing work to increase work quality and efficiency
- Worked closely with managed services customers to immediately address issues and implement effective solutions
Service Desk Manager
Synoptek
12.2012 - 02.2016
- Ran service desk and NOC for managed services provider with hundreds of customers
- Managed budget for department
- Created reports on customer profitability to identify where the team was spending too much time as well as too little time
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support
- Assisted in technical support process refinement to improve customer service and support
- Drafted technical documents, including whitepapers, user manuals, implementation documentation and support base entries
- Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions
Various Technical Roles
Synoptek
09.1998 - 12.2012
- Planned, implemented and integrated updated system-oriented projects
- Wrote technical documentation for use in training manuals and support materials
- Analyzed customer and stakeholder needs, generated requirements, performed functional analyses and implemented Requirements Management Plans
- Designed, implemented and deployed infrastructure systems across customer networks
Education
Associate of Arts - Liberal Arts
Los Angeles Harbor College
Wilmington06-2024
Skills
- ITIL Intermediate Certification
- Business process improvement
- Process and procedure development
- Building informative presentations
- Gathering technical requirements
- Document preparation
- Data review
- Critical thinking
- Advanced problem-solving abilities
- Excellent communication skills
- Performance tracking
- Strategic thinking
- Workflow optimization
- Operational excellence
- Process mapping
- Cross-functional team leadership
Certification
- ITILv3 Foundation: IT Service Management, 2008
- ITIL Intermediate: Operational Support and Analysis, 2019
Timeline
Client Advisor
Synoptek
12.2023 - Current
Business Development Manager
Synoptek
12.2022 - 12.2023
Real Estate Consultant
Self Employed
10.2019 - 03.2022
Director of Process Improvement
Synoptek
02.2017 - 10.2019
Director of Client Delivery Services
Synoptek
02.2016 - 02.2017
Service Desk Manager
Synoptek
12.2012 - 02.2016
Various Technical Roles
Synoptek
09.1998 - 12.2012
Associate of Arts - Liberal Arts
Los Angeles Harbor College
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