David Michel

Experience

1. Senior Business Systems Manager

   The New York Times

   Dec 2020 — Present · New York, NY, US

   System access management: Onboard and offboard team members to all NYT operations systems required for their jobs. Manage access user roles, security, profile workflows, approval processes and validation rules.Triage and troubleshoot system access challenges to drive resolution. Look for opportunities to improve and automate system access processes.Ensure team members and vendors understand our systems and know how to use them properly. Maintain strong understanding of NYT Customer Care and Care technology stack. Enterprise software management: Manage day-to-day relationships with a portfolio of Care tech vendors. Understand best practices for using technology, and keep the team informed of upcoming feature releases.Identify and advocate for system and process improvements and efficiency opportunities. Ensure business continuity by monitoring ops systems health for stability and reliability. Work with vendors and internal teams to resolve issues quickly and with minimal impact.Maintain enterprise software license counts. Make sure we’re using licenses appropriately, minimizing cost and compliance risk.Collaborate with internal teams (compliance, internal audit, information security) to implement compliance risk policies and controls.Care process management:Manage Care Operations on-call process. Make sure we always have someone available to help with urgent issues and that the team is trained on all runbooks.Prioritize issues, schedule development, lead user acceptance testing and maintain bug tracking from various internal systems.

Education

• State University of New York at Delhi

  Computer Science

Skills

• Photography
• Creative Writing
• Microsoft Excel
• Sugarcrm
• Ivr
• React.js
• Customer Service
• Mysql
• Angularjs
• Siebel
• Java
• Microsoft Dynamics Crm
• Php
• Linux
• Management
• Javascript
• Html5