Michael W. Lowe, PMP MLowe0501@yahoo.com

694 Powers Circle Mount Olive, AL 35117 205.746.2893 (Cell)

CAREER PROFILE: Accomplished senior IT/Operations leader with over 20 years’ experience, including 20 years management experience. Demonstrated success building high-impact, dynamic teams and fostering employee empowerment, development, and morale to drive performance and reduce turnover. Proven experience establishing, managing, monitoring, and optimizing operational processes to reduce cost, increase revenue, ensure client success, and drive company valuation. Possesses strong analytical and decision-making skills and excellent communication and interpersonal abilities.

CAREER HIGHLIGHTS: Grew annual revenue by 40% while reducing expense by 15%. Drove client satisfaction which led to a 98% client retention rate. Led technical operations to ensure 99.99% uptime and no missed service level agreements. Selected, developed and led team members to accomplish organizational goals while increasing

morale and elevating importance and recognition of the teams within the organization. Developed and implemented key Services employee metrics for utilization and billability;

managed metrics and drove 37% improvement in billability and 47% increase in utilization. Implemented client satisfaction feedback processes and developed corrective action plans. Led performance improvement initiatives in Client Support area that resulted in 82%

improvement in issue backlog. Reduced critical issue backlog by 78% within six months. Doubled product lines supported by Quality Assurance group within four months. Devised and implemented changes to internal processes that reduced the time to market for

system changes from 14 months to less than 3 months.

PROFESSIONAL EXPERIENCE:

06/2013–07/2016 ChipRewards, Inc., Birmingham AL

Senior Vice President, Operations (07/2015–07/2016)

Managed the day-to-day operations of the Program Management, Project Management, Quality Management, IT Operations, Development, Member Services, and Implementation Services teams. Maintained management responsibility for two-thirds of company resources.

Drove revenue growth and client satisfaction of existing clients, leading to a 40% increase in revenue and a 98% client retention rate.

Provided consultative sales support to prospects and resellers to close new business.

Analyzed client profitability to identify areas for performance improvement and drove a 15% reduction in cost.

Developed and maintained service level agreement metrics and performance metrics to ensure 99.99% uptime and no missed service level agreements (SLAs).

Devised and implemented internal policies and processes to ensure HIPAA compliance, HITECH compliance, and operational excellence.

Identified new product enhancement opportunities and influenced product design and roadmap of a SaaS solution.

Vice President, Professional Services & Support (06/2013–07/2015)

Managed the day-to-day operations of the Program Management, Project Management and Member Services teams.

Drove revenue growth and client satisfaction of existing clients. Provided consultative sales support to prospects and resellers to close new business. Improved client implementation process to lower cost and reduce timelines.

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02/2010–05/2013

MEDSEEK, Inc., Birmingham AL

Vice President, Business Operations (10/2012–05/2013)

Managed the day-to-day operations of the Product Management, Product Development, Technical Services, and Delivery Services organizations.

Monitored adherence to budget and identified obstacles to optimal performance. Provided quarterly updates to Board of Directors. Tracked utilization and billability for services employees and identified drivers for improving.

Vice President, Performance Management & Improvement Office (02/2010–10/2012)

Created the company’s Performance Management & Improvement Office to manage and implement key performance improvement initiatives.

Identified barriers impacting performance; performed root cause analysis; and developed solutions to overcome barriers.

Mentored, developed and coached employees and leadership.

Improved processes, communication, and customer experiences to drive valuation of company for future sale.

Managed project reporting and project accounting functions. 11/2008-02/2010 Children’s Health System, Birmingham AL

Senior Project Manager (11/2008-02/2010)

Managed complex healthcare projects as a member of the Project Management Office.

Managed vendor relations, project risks, project scope, and project timelines.

Managed diverse, cross-functional teams. 08/2007-11/2008

MEDSEEK, Inc., Birmingham, AL

Director, Project Management Office (03/2008-11/2008)

Managed and directed the activities of the Project Management Office and a team of Project Managers and Implementation Service Specialists.

Ensured project plans and artifacts were accurate, thorough, and visible to customers and management; directed revenue recognition efforts and forecasted future revenue.

Senior Manager, Release Management (08/2007-03/2008)

Managed and directed the activities of the Quality Assurance, Technical Writing, and Development Project Management teams.

Developed company’s first Beta Testing Program and provided oversight on the largest software development program in the company’s history.

03/2005-08/2007

Command Alkon, Inc., Birmingham, AL

Project Manager, Quality On-Time Program (10/2006-08/2007)

Managed projects related to the company’s Quality Management System, a cross-functional program to improve quality software development processes; created and maintained website for quality management system. Quality Assurance Manager / Scheduling Manager (03/2005-10/2006)

Directed and managed the Quality Assurance Department, consisting of a staff of 13 QA Analysts and 3 QA Team Leads; managed configuration management process and software distribution activities.

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10/1994-03/2005

SouthTrust Bank, Birmingham, AL

Department Manager – Group Vice President (05/1998-03/2005)

Served as systems business owner and managed system development processes of a $40 million branch automation system utilized in over 725 locations.

Special Projects Manager – Assistant Vice President (04/1996-05/1998)

Managed system implementation in bank acquisitions.

Software Specialist – Systems Officer (10/1994-04/1996)

Programmed enhancements, performed quality assurance tests, developed release notes, and electronically distributed software.

EDUCATION: BS, Computer Science and Mathematics, Jacksonville State University. Graduated magna cum laude and received Faculty Scholar Scholarship. PMP Certification, March 2008.

ACTIVITIES: Project Management Institute (PMI) Member; Birmingham PMI Member; CMES Scholarship Coordinator; ChristWay Education Coordinator.