Michael Miller
Engineering Leader | Champion of Code Quality, Process Optimization & Scalable Software Solutions | Agile & Dev Team Mentor
- Role
- Software Support Manager at Bestpass by Fleetworthy
- Location
- Albany, NY, US
- LinkedIn followers
- 500 followers
About Michael Miller
Agile Development | Automation Tools | Backlog Prioritization | Career/Team Development | Client Issue Resolution | Continuous Improvement | Cross-Functional Teams | Customer-Centric | Crisis Management | Development Processes | Efficiency | Engineering Best Practices | Escalation Management | Incident Response | Integrations | IT Service Management | Kanban | Mentorship | Operations Scaling | Peer Code Reviews | Performance Tracking | Problem Solving | Process Automation | Reconciliation Accuracy | Scrum | SLA Compliance | Software Initiatives | Sprint Planning | Strategic Thinking | Support Operations | System Monitoring | Technical Contributor | Troubleshooting | Unit TestingWith over 16 years of experience in software development and support, I currently drive cross-functional collaboration as Software Support Manager at Bestpass. My key focus is ensuring seamless incident escalation, SLA compliance, and delivering exceptional customer experiences. Passionate about fostering a culture of mentorship and continuous improvement, I align team goals with organizational objectives to enhance product quality and operational efficiency. At Bestpass, I lead structured sprint planning and mentor engineers through career development plans, enabling the team to achieve quarterly objectives effectively. By implementing streamlined incident management processes, we have significantly improved service reliability and customer satisfaction. My expertise spans SDLC, continuous delivery, and fostering a collaborative environment to meet organizational goals.
Experience
Software Support Manager
Aug 2021 — Present
I successfully led cross-functional teams to drive software support and development initiatives at Bestpass, achieving significant improvements in product quality and customer satisfaction. • Oversaw incident response and escalation management, maintaining SLA compliance and enhancing customer experience. • Mentored engineers through career development plans, fostering a culture of continuous improvement and skill enhancement. • Implemented structured sprint planning, enabling teams to meet quarterly objectives effectively.
Education
SUNY Canton
A.A.S
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