MICHAEL W.

POULIOT
803 Hillview Drive Lemont, Illinois 60439 708-289-6122 michaelwpouliot@gmail.com

Technical Support Manager | Project Manager

Creative problem solver who drives revenue growth, reduces costs and increases customer satisfaction and product quality through strong leadership and process improvements

Technical Support Manager Summary of Qualifications

Managed the 24/7/365 customer support call center for telecom software and hardware products. Managed the activities of a large software support team and oversaw overall team performance. Resolved escalated issues. Managed the software support teams performance toward response and resolution metrics and the development of maintenance and patch releases. Conducted performance reviews, coaching sessions and disciplinary action when needed. Managed staffing levels and support coverage. Refined support policies and procedures. Ensured the highest levels of customer satisfaction. Provided phone support and VPN remote access to troubleshoot and resolve client support issues. Maintained technical knowledge base and developed work instructions. Assisted clients with the installation and configuration of software and hardware products.

Project Manager Summary of Qualifications

Effectively managed important projects and programs in fast-paced, time-critical environments on-time and under budget. Skilled in the full project life-cycle, including initial concept, requirements, design, development, and delivery. Persuasive communicator with well-developed presentation skills. Interacts and communicates effectively at all organizational levels up to the CEO and face-to-face with customers. Provided sound budgeting and financial management.

Core Competencies Project Planning and Execution Process and Quality Improvement Knowledge Base Management Performance Improvement/Cost Reduction Service Level Agreements Critical Thinking and Analysis Skills Software Development Lifecycle (SDLC) Field Service Engineering Management Microsoft Products and Unix Experience KPIs and Metrics Customer Relationship Management Telecommunications and Computer Expertise

PROFESSIONAL EXPERIENCE
TELLABS OPERATIONS, INC., Naperville, Illinois International, multibillion-dollar telecommunication system provider Project Manager, Tier 3 Technical Customer Support - Advanced Data Products 1990 - 2012 (2007 2012)

Project Managed all Software Maintenance and Patch releases for the 8800 router Tier 3 technical support organization on-time and under budget. Organizational team lead for the escalation of all critical and major issues (bugs) into Tier 3. Identified and tracked Key Performance Indicators to increase service levels and to meet customer's Service Level Agreements.

Continued

Key Accomplishments: Developed and implemented a Sustaining Engineering Process which reduced the cost and time associated with releasing Software Maintenance and Patch releases to the field. Improved product quality by creating and leading a weekly cross-functional Released Product Support (RPS) team meeting to drive customer service issues into product design, which helped the 8800 product achieve 5-nines Network Availability score in 2010 and 2011. Tracked, analyzed and reported Key Performance Indicators (KPIs) and metrics to improve product performance, customer satisfaction and to fulfill TL-9000 and ISO-9000 reporting requirements. Significantly improved customer satisfaction scores by maintaining an exemplary Fix Response time for customer escalated issues. Improved turn-around time for resolving critical and major issues in 30-days from 45% to 93% through process improvements and team building and training. Reduced operational costs and rework by 22% through continuous process improvements and adherence to TL-9000 (ISO-9000) standards. In 2010, helped achieve net operating income which was 231% over plan. Technical Customer Support Manager - Various R&D and TAC organizations (2000 2007)

Managed a global team of 20-plus Technical Support and Tier 3 software developers in a 24/7/365 environment responsible for performing root cause analysis, prioritization and resolution of customer issues. Responsibilities included replicating field issues, software and hardware installations, upgrades, testing, remote and on-site assistance, systems application consulting, and developing software patches and maintenance releases for various telecom products. Key Accomplishments: Developed a highly efficient technical support team through recruiting, training, mentoring, and coaching, which reduced attrition and the need to rehire staff. Improved customer satisfaction scores by 30% by communicating status updates directly to customers such as Tier 1 Telecommunications Providers before their SLA deadline. Decreased expenses and helped improve the operations budget by developing and implementing internal process improvements such as work instructions and outage recovery procedures. Development Manager Software Quality Assurance (Network Solutions Group) (1997 2000)

Managed the software validation team responsible for testing internally developed Windows based Element Management Systems and 3rd party Network Management systems. Key Accomplishments: Reduced defect density by 25% through use of automated test systems and procedures. Authored the validation processes that were incorporated into the software development life-cycle (SDLC) process. Extracted quality metrics detailing software defects, removal effectiveness, end-user delivery, etc. PRIOR POSITIONS: Senior Tech Support Specialist (Tellabs), Electronics Technician (U.S. Postal Service), Field Service Manager, Field Engineer (National Semiconductor - Datachecker Systems).

EDUCATION
B.S., TECHNICAL MANAGEMENT DEGREE - DEVRY UNIVERSITY CHICAGO, ILLINOIS (1996)