Michael Zeigler

Background

About Michael Zeigler

With extensive hands-on experience in IT Program/Project management, solution architecture and IT Service Management, I lead key projects within Commercial, Banking, Health Care, and Federal / State government sectors. My latest assignment was IT Incident and Change Manager at SallieMae where I performed reviews and approved all Network, Application, and System changes as the CAB Manager (Delegate). I led weekly Change Advisory Board meetings. Approve and schedule deployments. In Incident Management, served as the Major Incident Manager for all major incidents, driving to improve system availability. Led Incident Service Restoration Teams, performed Root Cause Analysis, and establish corrective actions. Proficient in using ServiceNow including Incident, Change, Problem, CAB Manager, CMDB, Reporting, Dashboards, and Metrics (KPIs, SLAs). At CAI, I supported Delaware Health and Social Services (DHSS) in planning efforts to modernize applications for delivering social services used at state service centers. My core competencies include managing complex, large-scale IT projects, designing and building enterprise data centers, networks, security, and cloud computing systems, overhauling service delivery and customer satisfaction, and leading diverse, multidisciplinary project teams. I hold ITSM certifications including ITIL v3 Intermediate (all five life cycles) and ITIL v4 Sustainability, as well as Prosci Change Management Certification and SANS GSEC Security Essentials. I am passionate about driving innovation and excellence in IT projects and aligning technology processes and structures with the mission of serving the community with love. I look forward to connecting and collaborating with others in this space.