1. JAMIE ANN MICHALSEN
Bartlett, Illinois 60103 (630) 388-9907
www.linkedin.com/in/jamiemichalsen/ jamie.michalsen@yahoo.com
SUMMARY
Results-driven Program Manager with background in Strategic Outsourcing. Extensive experience
developing and implementing new processes, as well as improving existing procedures, resulting in
additional revenue opportunities and/or cost savings. Adept in communication with all layers of
management and multiple clients. Able to work independently or as part of a team to accomplish goals.
PROFESSIONAL EXPERIENCE
IBM GLOBAL SERVICES 1996- 2015
Software Program Manager 2011 - 2015
Collaborated with IBM Team and client identifying, investigating, and driving software savings on the
American Express account. Led renegotiation process for various mainframe and midrange software
contract renewals.
 Achieved mainframe and midrange software savings totaling $13M in 2014, $9M in 2013, and
$3M in 2012 through vendor negotiations, decommissions, and reduced licenses & installations.
 Generated revenue for software extended support of $150K in 2014, $524K in 2013, and $680K
in 2012.
 Created and managed financial tracking for re-used software that resulted in savings of $1.4M in
2014 and $2.3M in 2013.
Business Analyst 2009 - 2011
Improved overall service level agreement (SLA) reporting, including audit compliance and trend analysis
on the Williams Energy account.
 Increased the account’s gross profit from -2% to 10% from 2008 to 2009 by driving internal
productivity.
 Improved critical SLA rating from 92% to 95.5% from 2008 to 2009 by streamlining the workload
distribution process.
Service Delivery Manager 2004 - 2009
Improved and managed overall SLA reporting for the Exelon account. Automated SLA reporting for over
20 different manual processes.
 Improved overall client satisfaction from 4 to 8 through improved SLA performance,
communication, and teamwork initiatives.
 Volunteered to create, lead, and manage communication initiative announcing technology
solutions to new end users during client merger, including creating company television ads,
newsletters, emails, and services brochures.
Transition Program Manager 1996 - 2004
Transitioned, developed, and implemented Exelon’s outsourcing initiative to IBM for customer order
fulfillment.
 Increased productivity by 25% and exceeded yearly contract service level agreements by re-
engineering business processes.
 Managed several large client projects, including desktop & laptop refresh, as well as client
building moves.
 Increased revenue by 30%, over $2M, by automating the Install, Move, Add, Change process.
ADDITIONAL RELATED EXPERIENCE

2. JAMIE ANN MICHALSEN
EXELON
Help Desk Analyst 1994 - 1996
 Help Desk Analyst, assisting end users with hardware and software desktop solutions.
 Focused on first call resolution and meeting or exceeding account SLAs.
EDUCATION
MBA: MARKETING 2001
DEPAUL UNIVERSITY, KELLSTADT GRADUATE SCHOOL OF BUSINESS – Chicago, Illinois
BS: OPERATIONS MANAGEMENT & INFORMATION SYSTEMS (OMIS), MINOR IN ECONOMICS 1994
NORTHERN ILLINOIS UNIVERSITY– DeKalb, Illinois