Michael Mooter

Lead enterprise IT operations, service desk, and application support functions for a national healthcare staffing organization.

• United multiple legacy support services departments into Enterprise Support Services Organization • Responsible for customer satisfaction of 70,000 employees in 48 states and over seas • Building strategy for End User Services that addresses service delivery pain points and drives adoption of core services while ensuring high user satisfaction • Leading in the specification of current and future-state services offered to construct an attainable roadmap for improving team maturity level based on business and end-user requirements • Developing a metrics-based performance system and reporting relevant team and technology performance metrics / KPI’s to senior leadership • Drive awareness and adoption of key tools and technologies • Mentor and develop team members revitalizing the team and reducing turn over

• Transformed local stand alone support groups into national support organization. • Analyzed the business requirements of different departments and conducts feasibility studies to determine the best use of technical resources • Developed and implemented customer service metrics for national field service organization • Implemented employee development program for national field services organization • Management of staff including mentoring, training, performance, and resources planning. • Evaluated, planned, and executed the changes or additions of processes, computer operations, and technical systems within existing infrastructure. • Recommended technical investments that include new information systems or upgrades to hardware or software components. • Responsible for managing multiple vendor relationships

• Responsible for developing IT projects to meet the business needs of the customers, ensure IT initiatives are met in a timely manner and within a prescribed budget. • Responsible for establishing and maintaining business relationships with internal and external customers. • Relied on extensive technical experience and judgment to plan and accomplish goals. Directed a support team responsible for operations in 15 states.

• Responsible for overseeing daily operation of EmCare’s technology related resources (intranetworking and internetworking technologies). • Responsible for ensuring all network services were running at all facilities at all times and worked with the EMSC corporate resources when necessary. These services included Wide Area Network connectivity to 7 regional facilities, E-Mail, file and print services, internet access, and application services data access in a multi-platform environment.