Michael Bailey

About Michael Bailey

Experienced IT leader that provides solid management and technical expertise to…

Experience

1. Sr Director, Application Development - Agent Desktop and Portals

   Charter Communications

   Apr 2014 — Present · St. Louis, MO, US

   Responsible for the teams that development and support the desktop applications for Charter’s Customer Operations Department. Responsible for the various Software Integrators, contract resources, and employees that make up these teams as well as the products and health of the systems used by Customer Operations.>> Established the Gateway Operations Organization (2015) Responsible for building the Operations Organization for the Charter Gateway system to provide the following- Escalation & Coverage o Recommend and implement an org structure that supports not only the current and future functionality but one that supports a shift from Oracle’s ADF to a java AngularJS/ReactJS framework with a TIBCO based rules and service engine. o Contracted with 2 Software Integrators coupled with internal team of 10 to provide 24x7 support. o Established escalation process with our SOC and Call Centers to handle the 107 “Severity 1” tickets and 356 Service Now tickets submitted in ‘15. o Scalable to support an increased user base from 6750 to 9200 agents- Business & System Health Metricso Utilized AppDynamics to instrument all service calls (50+) to better isolate system issues.o Achieved 99.57% availability in the first full year of the product.o Utilized Splunk to create business metrics dashboard containing over 40 graphics showing various user adoption and utilization metrics- Transitiono Implemented a “Handover Checklist” (process) to bring in development projects into Operations in a consistent manner.o Automated deployments in several areas which reduced outages from core maintenance from 45 minutes to 10 minutes- Projectso DR planning and exercise execution.o Added resiliency code to reduce impact of external system outages.o Reworked all system error message to provide users with more informative messages.o Many other small enhancement and patching (e.g. Shift to NetIQ for SSO)>> Charter Gateway Portal Development (2014)

Education

• Missouri University of Science and Technology

  Bachelor of Science, Computer Science

  1985 — 1989

• Wilmington University

  Certificate, Artificial Intelligence

Skills

• Siebel
• Business Intelligence
• Teradata Data Warehouse
• Sql
• Microsoft Project
• Visio
• Software Development
• Obiee
• Project Management
• Business Process Improvement
• Process Improvement
• Lotus Notes
• .net
• Microsoft Sql Server
• Data Warehousing
• Business Objects
• Integration
• Ms Project
• Tablet Pc
• Etl
• Oracle
• Cloud Computing
• Microsoft Office
• Sdlc
• Soa
• Java
• Datastage
• Software Development Life Cycle (Sdlc)
• Business Analysis
• Presentations