Michael Gaul
About Michael Gaul
Michael Gaul serves as the Director of Technical Operations at Milestone Systems in Lake Oswego, Oregon, where he has worked since 2017. He has a strong background in information technology management, having held leadership roles at PAML and Kootenai Health, and has a Master's degree in Engineering and Technology Management from Washington State University.
Work at Milestone Systems
Michael Gaul has served as the Director of Technical Operations at Milestone Systems since 2017. In this role, he has focused on enhancing operational efficiency and project management processes. His leadership has contributed to the successful implementation of a Key Account project management process, which has resulted in a project success rate exceeding 90%. Gaul's tenure at Milestone Systems is marked by his commitment to improving technical operations and fostering a productive work environment.
Previous Experience in Information Technology
Before joining Milestone Systems, Michael Gaul held significant positions in the information technology sector. He worked as the Chief Information Officer at Kootenai Health from 2012 to 2017, where he focused on strategic IT initiatives. Prior to that, he was the Information Technology Operations Manager at PAML from 2006 to 2012. His career began at Verizon, where he served as a Wireless Data Supervisor from 1996 to 2005. These roles provided him with a solid foundation in IT operations and management.
Education and Expertise
Michael Gaul earned a Master of Engineering and Technology Management from Washington State University, completing his studies from 2011 to 2014. He also holds a Bachelor of Business Administration (BBA) from National University, which he obtained from 1999 to 2003. His educational background equips him with a blend of technical and managerial skills, enhancing his effectiveness in leadership roles within the technology sector.
Achievements in Operations Management
During his career, Michael Gaul has achieved notable improvements in operational metrics. At Milestone Systems, he lowered the average frontline speed of answered calls from 5 minutes and 53 seconds in 2017 to 2 minutes and 30 seconds in 2019. He also increased the 'day zero' case closure rate from 47.16% in 2017 to 60.79% in 2019. Additionally, he developed key performance indicators (KPIs) that aligned daily responsibilities with monthly and annual reviews, contributing to increased employee satisfaction and engagement.