Michael has an accomplished career in the technology industry that has spanned over thirty five years with numerous Fortune 100 companies. Currently, Michael runs global customer support operations at ServiceNow, his group driving efficiency and extremely high customer satisfaction across the SN customer support base. Before joining ServiceNow, Michael was SVP of Remote technical support/customer services at Xerox corporation, managing 8,000 employees and converting field support services over to the ServiceNow platform as part of his large digital transformation program. Before joining Xerox, Michael served as Senior Vice President and President, Avaya Client Services, where he ran the Avaya Services group responsible for the delivery of services that made approximately 50% of Avaya’s annual recurring revenue; derived from his managed services/cloud delivery groups, professional services delivery group, as well as global customer service HW/SW support teams. Previously, Michael served as CEO of the KCS Academy, where he focused on bringing innovation around knowledge capture and effective re-use across support and services in a variety of industries. He also led support for a variety of high tech firms as the VP of Global Support at Intuit, Symantec and Oracle. He drove innovations in processes and technology that transformed these support organizations into highly engaged employee teams that significantly improved the customer experience while dramatically increasing operational efficiency. Michael started his career in sales at IBM, and has held additional management positions in development, field support and IT in Sperry-Univac, Harris, and McKesson corporations.
He enjoys teaching and coaching, having taken a year off to teach AP computer science at a private high school in Florida, while also teaching MIS courses at night at the University of Central Florida and coaching varsity tennis and track teams at local high schools. He also enjoys competitive athletics, and competes in track meets and 5K races, bicycling road races and national tennis tournaments. He is actively involved in community service, having helped build numerous homes for Habitat for Humanity, and frequently assists in trail building and other environmental volunteer activities.