Technical Architect - IT Business Management

• Aug 2021 - Present

CDW ServiceNow Solutions' Technical Architects are responsible for identifying, defining a catalog of solutions based on industry best practice frameworks (e.g., ITIL, PMBoK, COBIT, etc.) and the ServiceNow platform, and then developing consistent, reliable, repeatable implementation methodologies and artifacts to ensure our ability to appropriately adapt those solutions to our clients' unique environments. In addition, we ensure appropriate organizational change methods are designed to ensure that our clients are able to successfully adopt the agreed solutions within their organization. My focus within this team are the IT Business Management practice areas, including: - IT governance - Idea / Demand Management - Project & Portfolio Management - Application Portfolio Management - SDLC / Release Management - Agile Development - Test Management - Financial Management

Practice Director, Advisory Services

• Nov 2020 - Jul 2021

Crossfuze (The Workflow Company) is a ServiceNow Elite Partner. As the Practice Director for Advisory Services I lead a team of highly qualified and experienced professionals that specialize in enabling our clients’ to optimize their investment in their ITSM platforms by establishing consistent, reliable, repeatable processes based on industry best practice guidance and platform inherent capabilities. The Advisory Team then helps ensure those processes are appropriately tested and smoothly transitioned into the organization through use of industry recognized Organizational Change Management activities. Through the Advisory Practice Director role, I ensure that Crossfuze Advisory Consultants employ proven methods and tools to ensure our client’s success. The Advisory Team works with other Crossfuze Teams to bridge the gap between technology and the business goals and objectives, helping to ensure a complete solution addressing the four ‘P’s (People, Process, Products and Partners) as design factors. The Advisory Team draws from a diverse 'toolbox' that includes organization wide and practice specific assessments, process engineering and mentoring workshops, ITSM Training, as well as the ability to gather requirements and architect custom solutions that make our clients successful.

Program Manager, ServiceNow Solutions

• Oct 2018 - Nov 2020

Aptris is a ServiceNow Gold implementation partner. As a Program Director, I help lead large initiatives applying knowledge, skills and abilities gained through continuing education and decades of practical experience. I work with clients to build industry best practice aligned policies, processes and practices to achieve the organization's goals and objectives effectively and efficiently. To address each client, the I draw from a diverse 'toolbox' that includes Maturity Assessments and Roadmaps, Process Engineering and Process Alignment Workshops, Executive Mentoring and Coaching, ITIL/ITSM Training, as well as the ability to gather requirements and architect custom solutions that address the People, Process and Products (Technology) required to make clients successful. I work collaboratively with Delivery to ensure that the clients ServiceNow platform is configured consistently with the agreed solution. Responsibilities for this role include: - Participating on the SNS Leadership Team, - Participate in defining strategic direction and managing tactical execution - Definition / continual improvement of services and service offerings - Relationship building with CDW partners, including ServiceNow - Supporting Sales / Sales with new / growing accounts - Day-to-day operational oversight of the program initiatives, including resourcing engagements and ensuring quality deliverables.

Principal Consultant

• Dec 2015 - Oct 2018

Aptris works to help its clients implement world-class IT Service Management solutions by delivering smarter processes and smarter tools. As a Principle Consultant at Aptris, I work with clients to optimize their IT service delivery by focusing on enhancing the 3 "P's": People, Process, and Products. This includes: - Providing knowledge transfer on industry best practices on ITSM processes, ensuring stakeholders are all working from the same place. - Working with clients to define consistent, reliable, repeatable ITSM processes based on industry best practices and the clients specific requirements. - If required, ensuring that the processes are configured into an ITSM toolset, that facilitates and enforces the processes and appropriately adopted into the organization. This represents a full service approach to assisting clients achieve optimal service delivery. Additional activities include working with clients on IT strategic planning and defining IT governance processes.

Analyst

• Jun 2014 - Nov 2015

The Office of Information Technology's (ITS) Chief Technology Officer (CTO) is focused on New York State’s innovation agenda to ensure ITS continuously meet the rapidly changing technology demands of state agencies and our citizens. It is the charge of the Office of the CTO to strategically plan for future technological investments that enable service delivery modernization and economic growth for the benefit of all New Yorkers.As an analyst in the CTO's Office, I support building public/private partnerships to forward statewide innovation goals. evaluating emerging technologies and trends to ensure future technology investments align with future business needs. In addition, I support the CTO by contributing to the development of standards and policies, providing analysis and information to help validate technology decisions, and participating in building and documenting proofs of concepts

ITSM Program

• Mar 2009 - Jun 2014

As the ITSM Program Lead, I am responsible for supporting the successful achievement of the Program objectives by ensuring consistency, coordination and collaboration among the component projects while at the same time ensuring that they are focused on the program’s overall objectives. I work closely with the Executive Sponsor, ITIL Management Team, Project Sponsors, Subject Matter Experts and Project Managers to ensure appropriate planning, coordination, execution and communication. In addition, as Manager of the Business Technology Optimization (BTO)Team, I am responsible for the design, implementation and maintenance of the BTO suite of software products used by the CIO/OFT. These products implement the full range of PPM and ITSM processes for the organization.

Program Technology Analyst

• Sep 2000 - Mar 2009

Manager for the IT Governance / ITIL implementation Support Team. In this position I am responsible for direct management of the support team activities, including: infrastructure buildout, HP - PPM and HP Service Center configuration and integration, procurement and management of required contract staff, and direct business analysis and requirements gathering. Manager for the IT Governance / ITIL implementation Support Team. In this position I am responsible for direct management of the support team activities, including: infrastructure buildout, HP - PPM and HP Service Center configuration and integration, procurement and management of required contract staff, and direct business analysis and requirements gathering.

Unit Manager - Information Systems/Special Projects

• Sep 1984 - Nov 2000