Michael Waters

801-628-5323 (Mobile) mwd9e45c@westpost.net 1330 W 3100 N Pleasant View, UT 8441

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Qualifications:
10+ years experience as a CTO for small to midrange size companies. Setting up I
T infrastructure, development teams, QA and CS processes, Technical Support Tier
1,2 & 3 CRM systems, office networks, intranets & extranets, disaster recovery
plans, policies and procedures, SMN, SEM & SEO, experienced with cloud computing
platform solutions.
Experience:
Current: Stroops Fitness International
Director of IT for international fitness company. Developing of multiple web po
rtals for Ecommerce, and facilitated movement from Wholesale business distributi
on models to retail sales.
Design and implementation of new ordering systems & Order processing systems to
support retail orders.
Creation of CRM database and interior inventory and order tracking systems.
Upgrading and reconfiguration of all PCs, Routers, Switches, Hubs, VOIP systems
.
Design and organize development for multi portal niche product distribution sys
tem.
Worked with Marketing department to design and manage development of new web ba
sed portal system for ecommerce transactions.
Setup and Implementation of a cloud computing platform for hosting and sharing
of company videos.
Worked with Marketing department on design and implementation of social media
strategies and integration with web ecommerce portals.
Design and creation of employee monitoring systems for protection of intellectu
al properties, and security of company resources.
Created systems and policies for international sales teams for distribution of
company materials, information, and communication updates.
Auditing of all company processes and evaluating for security holes, efficiency
loss, or process improvement.

May 2010 to August 2010 Peak Systems inc

Bridge Co-coordinator (Project Manager) for 3rd party computer systems contracto
r. Managing crews of 20 to 50 techs for full system upgrades.
Project Manager for implementation of Systems refresh for 3rd party contractor
clients.
Upgrade and data migration for all 3rd party contracted systems, via remote upd
ate from cloud based storage.
Upgrading of all PCs, servers, switches, routers, hubs, and network resources.
July 2008 to May 2010 SocialSAM inc,
Designed, implemented and managed IT infrastructure technology and development f
or the SocialSAM social networking platform. Directed and managed all developmen
t teams, resource allocation, Technical Support teams Tiers 1,2 and 3. Provided
cloud computing solutions for clients.
Results oriented Scrummaster using Scrum & Agile development methodologies.
Managed technical support for all company windows workstations & apache servers
.
Built and supervised in-house troubleshooting ticketing system, using a mix of
custom built & 3rd party solutions. Minimizing the CSR staff by 30%
Designed and implemented knowledge base for employees and customers using 3rd p
arty solutions. Decreasing our inbound customer service calls by 20%.
Designed and implemented in house Customer Relationship Management (CRM) databa
se for client follow up using 3rd party solutions. Increasing customer service i
ndex by 17%
Facilitated & set up management and structure of customer service call center (
25 CSRs).
Managed 3 international software development teams for web based software appli
cation, and cloud Computing platform. Decreasing our company development costs b
y 75%
Supported DNS, and SMTP protocols for company domains.
Organized and created policies & procedures for QA department.
Designed and implemented a bug reporting system. creating a 20% increase in bu
g fix rate.
Designed and implemented SEO, SEM & SMN strategies. 40% increase in our web tra
ffic from organic search sources.
Designed and configured Social Indexing strategies for enhanced SEO exposure. 2
0% increase in traffic from social sources and a 15% higher keyword search rank
for organic searches.
Create Social Media Strategy that attracted over 1500 new customer a month.
October 1999 To July 2008: CTO Zxplus Inc, Logan, UT
Administered technology division for ZXPLUS real time lead generation system. Co
ordinated strategic growth and development plans. Managed development teams, adm
inistered technical support on servers, desktops, and remote access to company a
ssets.
Supported organized & setup load balancing for server cluster. Resulting in a 9
8% uptime.
Managed site membership with E-commerce and residual billing for monthly fees.
Increased monthly membership from 3 months to 18 months within 2 years.
Setup troubleshooting & ticketing system for all company bugs using 3rd party s
olutions. Created
Created policies and procedures for customer service and technical support .
Using an employee behavior observation system, I increased the efficiency of ou
r back office staff by 20%.
Travelled to multiple locales in the US to focus in on specific areas of the re
al estate business to make our product more efficient and user friendly. Using t
he feedback generated I created a new user interface that doubled the use of our
site and quadrupled the time spent using our services.
Managed DNS, and MX records for multiple email domains and servers.
Setup and designed company bulletin boards for in house HR using modified 3rd p
arty software. Created streamlined HR processes that resulted in better communic
ation between employees and senior staff.
Facilitated & set up management and structure of customer service call center.
(50 CSRs). Using call script auditing and continual improvement decreased call
time by 15% and satisfaction increased by 17%
Designed and setup remote offsite call center for after hours and overflow call
s. Increased predictability of scheduling and streamlined costs for an annual sa
vings of 12%
Designed and implemented SEO, SEM & SMN strategies for individual & corporate w
ebsites.
Skills:
project management
excellent communicator
strong people skills
bilingual (Spanish, English)
excellent presentation skills
Cloud computing
Windows Server 2003
Active Directory
TCP/IP networking
Windows file/printer sharing
NTFS file permissions
Microsoft Office 2007
windows workstation/server hardware
Internet Explorer 8
Photoshop
Adobe Acrobat & Illustrator
Microsoft Access 2007
MySQL
SMTP, DNS, DHCP
Linux
Cisco Switches and Routers
SEO, SMN, SEM.
Green IT