Michael Kreps
@michaelkreps
Business systems analyst at Fidelity Investments who modernized contact center technology and IT chargeback resulting in over $4M annual cost savings.
United StatesWhat I'm looking for
At Fidelity Investments, I guided teams through a Genesys contact center interface modernization for 5,000+ associates and coordinated scope, risks, and stakeholder communication. I also investigated a software timing conflict behind login issues and partnered with the vendor on a redesign that cut reported issues by 70%.
In IT chargeback, I developed and deployed a $5M monthly cloud cost allocation and modernized mainframe billing processing for $70M in annual expense. I also worked on chargeback models, automated billing, and reporting controls for enterprise technology costs.
My work combines requirements analysis, financial systems, and customer-contact technology. I’m targeting analyst roles that bring together financial-systems rigor and customer-experience technology expertise to deliver scalable business outcomes.
Experience
Work history, roles, and key accomplishments
Director Analyst – Enterprise Customer Contact Center
Feb 2023 - May 2026 (3 years 3 months)
Guided cross-functional teams through pilot-to-full-scale Genesys contact center interface modernization impacting 5,000+ associates. Deployed automated voice message delivery reducing average call handle time by 4 minutes per call and audited contact center systems access across 20,000 associates.
Developed and deployed $5M monthly cloud cost allocation across enterprise product lines, strengthening financial governance and audit-readiness. Modernized the mainframe billing cost-allocation system, ensuring accurate financial processing of $70M in annual expense.
Directed daily operations of a chargeback systems analyst team, overseeing monthly IT chargeback processing and variance analysis on $120M+ in annual infrastructure costs. Designed and deployed enterprise-wide chargeback models spanning distributed hosted, end-user, network, mainframe, and cloud technology costs.
Managed and developed the enterprise IT chargeback system for internal cost distribution, coordinating monthly chargeback automation using NICUS software. Created electronic data interfaces (EDI) for IT service consumption and enterprise reference data.
Technical Support Team Lead
Artisoft, Inc.
Served as a Technical Support Team Lead at Artisoft, Inc.
Senior Application Systems Analyst
Vertical Communications
Served as a Senior Application Systems Analyst at Vertical Communications.
Senior Enterprise Applications Specialist
Ipswitch, Inc.
Served as a Senior Enterprise Applications Specialist at Ipswitch, Inc.
Education
Degrees, certifications, and relevant coursework
University of Arizona
BSBA, Management Information Systems
Earned a Bachelor of Science in Business Administration with a focus on Management Information Systems.
PMI
PMI-PBA Certification Training, Business Analysis
Completed PMI-PBA certification training to strengthen requirements-gathering discipline and process rigor.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Social media
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