- Extensive ITO, BPO, and HR experience. - Exemplary Customer Relationship Management expertise with high-profile clients. - Superior leadership of onshore and offshore teams. - Financial management / analysis & cost-savings identification expertise. - “Big Picture”, corporation-level perspective from 8 years serving Senior VPs. - Marketing & Sales Pursuit Expertise. - Meaningful results from consulting assignments. Email: mabouav@gmail.com

Service Delivery Manager, IT Critical Incident Command Center @ 24x7 command center supporting a Fortune 500 client's IT infrastructure, client-managed applications, and cloud based SaaS applications for all corporate functions and production facilities. Promoted to leadership role only 5 months after initial hire into command center. Led center to achieve its highest ever client satisfaction rating within 2 months of assuming role. Accomplished by mending a strained relationship with client and performing deep-dives on missed SLAs. Manage onshore and offshore Critical Incident Managers overseeing incidents with significant financial, legal, regulatory, or company image impact to the client. Prepare Critical Incident Managers to bring proactive “consultative expertise” to their work rather than just being reactive: o Lead education on basic accounting and finance concepts, with goal of helping the team understand and anticipate the impact of critical incidents affecting the accounting cycle, treasury, and financial reporting. o Require study of previous incidents so that team members can anticipate critical impact and potentially prevent that impact from being realized. Drive sales pursuits for incremental business. Develop marketing strategy demonstrating differentiating factors between HPE & competitors, develop solutions, and present to customer. Led command center through successful offshoring of critical incident manager positions. Lead RCA process for critical incidents. Drive efforts to identify root cause and preventative measures. From September 2012 to Present (3 years 4 months) Business Manager (Concurrent with Service Delivery Manager Role) @ Performed financial reporting activities related to a multi-million-dollar cost reduction initiative for both Consumer and Retail accounts. Developed management communication and operations reporting strategy for Account Delivery Executives representing 5 accounts in the Retail space, with annual revenue of ~$100M From January 2015 to August 2015 (8 months) Special Consulting Projects (Concurrent with Service Delivery Manager Role) @ For Various Accounts: Facilitated cost-savings forecasting for a top account’s hosting tower. Guided tower lead and account finance leads through savings identification, estimation of financial impact, and management reporting. Created processes for efficient review & trend analysis of monthly billing from capabilities (i.e. Wintel, Unix, Network). Achieved buy-in from leveraged capability leads for implementation of a critical incident escalation model. From December 2013 to January 2015 (1 year 2 months) IT Critical Incident Manager @ Focal point for critical incidents with significant financial, legal, regulatory, or company image impact to a major, global client in the beverage industry. From May 2012 to September 2012 (5 months) IT Service Desk Customer Advocate @ Led the Global Customer Advocacy and Incident Lifecycle Team for an account serving a major, global client in the beer industry. Achieved 62% reduction in the volume of Service Desk incident and service request escalations within 6 months. Consulted on redesign of customer service training for India-based Service Desk agents. Tailored content to account for local customs and work habits. From June 2011 to May 2012 (1 year) IT & HR Service Desk Process Consultant @ Consulted with global teams spanning several application support teams and customer call centers through numerous IT & HR initiatives and projects for an account serving a major global client in the beer industry. Included a highly-visible and successful support transformation for the client's employee performance management process. From March 2010 to June 2011 (1 year 4 months) HR Business Process Outsourcing Transition Consultant @ Led design and implementation of UK payroll & global HR processes for a major, global beer brewer’s transition to outsourced HR & payroll administration provided by HP and a 3rd party payroll vendor. Designed and led successful, in-person process training for operations center personnel in Poland and Costa Rica. From February 2008 to February 2010 (2 years 1 month) Business Analyst @ 8 years corporate-level experience, reporting to VP of HR for Agilent’s Global Infrastructure Organization as well as VP of Global HR Operations. Led multiple PeopleSoft enhancement projects. The most significant project was a successful redesign of the HRIS executive compensation scheme, per the direction of the Board of Directors’ Compensation Committee. Led Global HR Operations teams through integration of HR data from acquisition targets. Led design of processes and tools, and then implemented for 10+ acquisitions. Provided reporting, analytics, and process design in support of multiple acquisitions, divestitures, and workforce restructuring initiatives. Partnered with Finance & Administration for posting of accruals related to workforce restructuring. From June 2000 to February 2008 (7 years 9 months)

MBA @ San Francisco State UniversityBachelor of Arts, Psychology @ Sonoma State University Michael Abouav is skilled in: HR Operations, Payroll, HRIS, SAP HR, PeopleSoft, Reporting & Analysis, Project Management, Executive Compensation, Training & Development, Customer Service, Escalation Management, Help Desk Management, Service Desk, HR Service Delivery, Incident Handling