Michael Warga

Johns Creek, GA 30022

Cell: (678) 895-7436; gumpw@comcast.net

SUMMARY
Results, profit and revenue driven Director, Manager with deep and broad experience in professional
services, delivery, program, project and process management. Enterprise IT tools, Solutions & Cloud and
managed services.
Provide technical, business and process expertise for successfully managing and supporting IT, business,
projects, delivering solutions and services, thru the trusted advisor role, business analysis & solution architecture.
Manage business and technical resources by combining best practices with staff talents to create highenergy workforce with maximized synergy.
Bridge IT and the business, translating strategic initiatives into tactical approaches for enterprise solutions.
Partner with, Present and provide solutions to C/E-level decision makers.
SUBJECT MATTERS & SKILLS

Program/Project/Process Mgmt.
Client Relationships
Consultative Involvement
Financial Mgmt./Accounting

IT Service Mgmt.(ITSM)
IT Infrastructure (Cloud-XaaS)
Resource & Supply Chain Planning (ERP)
Customer Relationship Mgmt.(CRM)
DevOps

General Operations
Data Management
Governance
Telephony
Cyber Security

EXPERIENCE
Operations and Service Management Consultant
Microsoft, Redmond, WA
December 2014 - Present
Providing SME with a consultative approach to engineer, align and integrate IT and Business Operations,
Service Management (ITIL) and other Best Practices for Processes with existing or new technology solutions.

Engagements on Credential Theft Mitigation, On-Premises and Cloud Services including O365 Support,
O365 on-boarding, migrations and operations, and service management assessments.
Responsible for delivering project artifacts and deliverables including service maps, operation guides,
process flows, assessments and recommendations, support plans and RACI Matrixes.
Collaborate on the drafting and enhancement of intellectual property (IP) for Cyber Security Operations
and Support.
Studying for the Azure Certification for Architects (IaaS, PaaS, SaaS, etc.)

Director IT/Business Solutions

Self Employed, Johns Creek, GA
September 2013 November 2014
Strategic consulting and advisory for business and information technology solutions.
Professional development at PMP continuing education and staying up to date on IT, business solutions,
related technologies, methods, and trends.
Project Manager
Lend Lease (contract thru Veredus), Atlanta, and GA
March 2013September 2013
Assigned to project manage, consult and deliver implementations for clients global IT data center.

Co-project managed the initiative to bring on board approximately 20 applications from Australia to the
clients data center in Atlanta. This included application analysis, gathering hardware requirements,
developing the solution approach and schedule to build, test, reconcile virtual machines for 4
different environments, documenting installation procedures, addressing security concerns including
embracing active directory with new accounts, users and a firewall configuration.
An approach for data migration and integrity thereof, scheduling backups and monitoring the performance
of the network and applications was also part of the project scope.
Planning and stepping through vendor due-diligence and obtaining business line approval for a holisticenterprise Network/Application Monitoring Solution.
Results: Successful completion of migration of acquired business & technology to clients IT environment.
Director/Trusted Advisor Pre-Sales & Service Delivery
Pinnacle International, Alpharetta, GA
May 2011 March 2013
Directed, facilitated and supported the development and growth of the IT Service Mgmt. (ITIL), CRM,
ERP, infrastructure, and IT Governance solution business. Developed and enhanced PMO. Mentored presales, project, services and resources; collaborated on Cloud strategy, development and implementation.
Trusted Advisor and solution strategist for clients that required a comprehensive ITSM and ITIL solution.
IT asset management solution to enhance clients service desk operations. This included asset discovery
(both used vs. owned [financial] concepts), user contact record to assets relationships, licensing terms and
conditions, hardware lease terms with maintenance and support, inventory support and management, plus
network and application monitoring solutions to improve service delivery and dashboards.
Managed IT operations, systems, projects and programs involving department or cross-functional teams
focused on the delivery of applications, operations, IT services from initiation to design through a finished
state for internal and external customers. Initiated incident, problem, change, release, service level
management.
Results: Successfully increased revenues by 10%.Rreduced sales cycle time, enhanced best practices for
service delivery and project management.
Senior Program/Project Manager
Noble Systems, Atlanta, GA
March 2010 March 2011
Took over the project and managed the implementation of customer-contact center and VoIP telephony
solution to a strategic enterprise client. Scope included multiple phases consisting of building and
implementing the required hardware and software. Function points embraced were ACD, IVR, in and out
bound campaigns, resource and skills management, enhanced KPIs and reporting, and rollout to multiple
locations. Directly managed a project team of 6 via a matrix organization and indirectly managed 10.
Responsible for rebuilding and growing the client relationship. Continued to lead all project management
lifecycle deliverables including scope definition; SOWs, project management plan per (PMBOK), status
reports etc. Provided project management leadership in order to re-engineer the project management
lifecycle based on PMI and PMBOK framework. Also utilized my process management expertise, in this
case for customer call center and service desk operations.
Results: Successfully completed phases1 & 2 and replaced legacy telephony solutions at multiple sites.
Director IT/Business Solutions
The BITS Group, (sole proprietorship), Johns Creek, GA
March 2009 February 2010
Strategic consulting and advisory for business and information technology solutions.
Created project plans for business continuity planning, including business, system process flows for service
orders, provisioning, maintenance, surveillance and infrastructure. Provided risk business impact analysis
and established cost-effective licensing. Was a primary member of Enterprise Project Management Council

and virtual teams, collaborating with Project Office Director and served as functional liaison for client,
server and Web-based development.
Studied and obtained Six Sigma-Green Belt Certification.

Results: Designed, documented, tested and implemented approved BCP; developed new licensing
methodology. Lead the coordination with marketing and sales team on roll-out to existing clients. Guided
PMO to develop project management discipline; allowing success to achieving CMM Level II.
Consulting Manager/ Project Manager/Solution Strategist/Principal Consultant
CA (aka CA Technology), Atlanta, GA
December 2000February 2009
Supplied proactive enterprise, service management, and infrastructure and governance solutions to clients
for global software company, serving as consulting manager/director, project manager, sr. consultant and
technical resource.
Initiated and managed new national sales and services practice for data center automation product.
Identified, architected and coordinated launch of new service offerings for data center automation including
a managed service
Results: New services program generated initial contract revenue of $$1.5MM-2.0MM and increased team
utilization from 50% to 80% and developed $4MM pipeline.
Partnered with management in starting national sales and services for a CRM specialty practice.
Identified, architected and coordinated the launch of new service offerings for CRM product consisting of
sales and marketing, contact management, knowledge base and a collaboration tool.
Collaborated and contributed to the PMO and best practices library.
Project managed and spearheaded the first distributed CRM initiative in North America; collaborated with
development teams to troubleshoot and resolve software and system architectural issues.
Consulted and implemented the CRM solution as part of a project team.
Results: Successful implementation led to services revenue over $400K. Enabled improvement of solution
software, publishing of methods and best practices; client became reference account.

Provided solution strategy and subject matter expertise to deliver IT service management with efficient
technical support, meeting customer service level agreements, documenting business needs and challenges;
gathered requirements, identified gaps, recommended solutions, prepared statements of work, facilitated
design workshops and prepared solution architecture overview.
Results: Closed $900K deal in three months. Converted legacy helpdesk solutions to CAs service desk with
BPM, improved KPIs an up-sale of approximately $1M for asset management solution.

Requested by senior management to lead and assume responsibility for project managing this infrastructure
and application monitoring solution identified as a major project in trouble.
Scope included implementing CAs solution to aid in problem prevention, detection and resolution on all
production servers (NT, AIX and MVS). Upgraded systems to latest version of CA solution software;
deployed functionality to servers including monitoring CPU, memory, file systems, applications, etc.
Automated and configured event based alerts to responsible technical personnel when service levels fell
within defined criteria and ranges.
Results: Successful completion of project including operational transition and reporting which increased
customer satisfaction hence retained cliental.

Supplied proactive sales, services, delivery management for infrastructure, service management and
governance solutions.
Collaborated with teams by facilitating, leading sales plans and enablement process; developed responses
to RFPs & RFIs; documented business needs, requirements, current state vs. desired state, and gaps;
presented solution recommendations and demonstrated and implemented solutions.
Results: Successfully teamed to win approximately $15-$18M in contract sale.

Developed and executed programs, project managed the sales, technical enablement, readiness plans for
Partner-Channel Organization on national level. Directed a project team of 3 via a matrix organization.

Tactically planned, partnered in evaluating and selecting partners with service management capabilities;
developed and implemented sales, technical readiness plans to facilitate and support partner enablement
effort; provided on-site support for establishing qualified partners lab; managed proof of concept, efforts
leading to closed deals and performed trusted advisor role. .
Results: Built foundation for partner-channel organization to meet commercial account market in more
profitable manner, enabled & certified 5 premier partners; established qualified list of commercial
accounts; increased revenue approx. 12%
EDUCATION & PROFESSIONAL DEVELOPMENT
MBA, Pace University, New York, NY, 1994
Bachelor of Accountancy, George Washington University, Washington, DC, 1984
PROFESSIONAL TRAINING & CERTIFICATIONS
ITIL Foundation v2 & v3
SMART Facilitation
CA Solution Architect
PMP
Franklin Covey Sales Training
Corporate Visions Sales
Presentations

CA Project Management
(Waterfall, Lean, Agile)
Six Sigma Green Belt

PROFESSIONAL AFFILIATIONS
Information Technology Service Management Forum

PMI

Pre-1999 Employment Experience Available Upon Request