Michelle Calara

Technical Operations Manager @Mosaic Consulting Group

Design, control, manage, and conduct ongoing fit-gap analysis of technical processes to bring operational excellence of technical services and consultants with alignment to cross functional teams • Build, maintain, and administer Tecnical Knowledge Library for technical resources and cross functional teams via SharePoint• Leverage business and operational process acumen to guide Sales Executives, Account Managers and existing clients/prospects in defining needs, evaluating current versus future state, and preparing scope of work for professional technology services such as data migration, integrations, and reporting analytics• Lead, coordinate, collaborate, and oversee client technical projects including, but not limited to, discovery planning, project objectives, scope of work, statements of work, project estimations, and change orders.• Set objectives for Technical Operations and implement action/communication plans and roadmaps necessary for achieving project(s) succession• Serve as primary point of contact for managing client expectations and client escalation issues; devise ways of improving client experience, including project risks, issue resolution, and oversight • Lead and develop continuous strategic initiatives across departments, process improvements, and efficiencies• Maintain and manage portfolio of mid-market and enterprise scale customers for current and potential technical engagements• Drive team target utilization to 75% or higher with respect to a 75% baseline standard