Matthew Pagliaro
Supervisor, Advisory Services at CDW ServiceNow Solutions- Claim this Profile
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English -
Topline Score
Bio
Credentials
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Associate Member
AIPMM The Association of International Product Marketing and ManagementDec, 2020- Oct, 2024 -
Certified Implementation Specialist - ITSM
ServiceNow -
Comptia A+
CompTIA -
Network +
CompTIA -
ServiceNow Certified Systems Administrator
ServiceNow
Experience
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CDW ServiceNow Solutions
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United States
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IT Services and IT Consulting
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1 - 100 Employee
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Supervisor, Advisory Services
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Oct 2021 - Present
-Lead a team of Senior Business Analysts and Business Process Consultants in the successful delivery of ServiceNow Professional services engagements - Define and direct key team performance indicators, and report team success up through senior leadership - Identify performance patterns and advocate for Advisory Services success within ServiceNow Solutions - Review existing operations and propose meaningful enhancements to business processes -Document, review, and edit legal… Show more -Lead a team of Senior Business Analysts and Business Process Consultants in the successful delivery of ServiceNow Professional services engagements - Define and direct key team performance indicators, and report team success up through senior leadership - Identify performance patterns and advocate for Advisory Services success within ServiceNow Solutions - Review existing operations and propose meaningful enhancements to business processes -Document, review, and edit legal contract language and provide technical writing expertise to organization documentation. Show less -Lead a team of Senior Business Analysts and Business Process Consultants in the successful delivery of ServiceNow Professional services engagements - Define and direct key team performance indicators, and report team success up through senior leadership - Identify performance patterns and advocate for Advisory Services success within ServiceNow Solutions - Review existing operations and propose meaningful enhancements to business processes -Document, review, and edit legal… Show more -Lead a team of Senior Business Analysts and Business Process Consultants in the successful delivery of ServiceNow Professional services engagements - Define and direct key team performance indicators, and report team success up through senior leadership - Identify performance patterns and advocate for Advisory Services success within ServiceNow Solutions - Review existing operations and propose meaningful enhancements to business processes -Document, review, and edit legal contract language and provide technical writing expertise to organization documentation. Show less
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CDW
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Australia
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Professional Training and Coaching
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Senior Business Analyst
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Nov 2020 - Nov 2021
-Work within customer organizations to elicit business requirements -Identify opportunities for process improvement throughout ServiceNow implementation - Interview key customer stakeholders to prioritize project deliverables by value and organizational risk. -Define and evangelize the Business Analyst role within the CDW ServiceNow Solutions organization -Work within customer organizations to elicit business requirements -Identify opportunities for process improvement throughout ServiceNow implementation - Interview key customer stakeholders to prioritize project deliverables by value and organizational risk. -Define and evangelize the Business Analyst role within the CDW ServiceNow Solutions organization
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The Home Depot
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United States
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Retail
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700 & Above Employee
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ITSM Delivery - Senior Product Support Specialist
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Jan 2020 - Nov 2020
- Coordinate development efforts across multiple ITSM applications including ServiceNow, ZenDesk, and orchestration tools such as PNG and GCP to meet business requirements of complicated technical processes utilizing the entirety of the ITSM Professional ServiceNow Suite of modules. - Run mid-sized projects related to IT Service Management application development and process analysis needs within The Home Depot IT organization. - Work with internal customers and their key stakeholders to… Show more - Coordinate development efforts across multiple ITSM applications including ServiceNow, ZenDesk, and orchestration tools such as PNG and GCP to meet business requirements of complicated technical processes utilizing the entirety of the ITSM Professional ServiceNow Suite of modules. - Run mid-sized projects related to IT Service Management application development and process analysis needs within The Home Depot IT organization. - Work with internal customers and their key stakeholders to determine which application offerings are appropriate for their needs and provide coordination between application product owners through delivery. - Work with internal and external stakeholders to design and implement IT Service Management processes to improve the day-to-day operations of The Home Depot IT and Customer Service Management teams. -Provide consultation to internal customers on ITSM best practices and ServiceNow application offerings as well as process design and ITIL best practices. - Provide consultation to internal customers on THD home-grown applications integrated with SaaS ITSM Platforms.
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ServiceNow Business Analyst
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Sep 2017 - Jan 2020
o Guide development of The Home Depot's ServiceNow Platform through knowledge of ServiceNow best practices, processes, and a thorough understanding of the unique needs of each business unit. o Lead gathering of business functional requirements within Agile stories for new ServiceNow enhancements, correction of defects, and liaison between non-technical business users and ServiceNow development staff. o Improve velocity of ServiceNow SCRUM team by implementing Agile processes and… Show more o Guide development of The Home Depot's ServiceNow Platform through knowledge of ServiceNow best practices, processes, and a thorough understanding of the unique needs of each business unit. o Lead gathering of business functional requirements within Agile stories for new ServiceNow enhancements, correction of defects, and liaison between non-technical business users and ServiceNow development staff. o Improve velocity of ServiceNow SCRUM team by implementing Agile processes and coordinating between technical and non-technical staff members. Successfully doubled overall story point completion per sprint and improved efficiency of ServiceNow development team. o Implement vision for Self-Service, Request Management, Change Management, and Service Catalog overhaul, developed roadmap for implementation of large scale improvements to The Home Depot's ServiceNow Platform. o Owned curation of Test Plans and Test Cases within ServiceNow SDLC Module creating dozens of new standardized test plans to control quality and efficacy of existing testing procedures. o Manage ServiceNow content made publicly available through direct webpage modifications (Bootstrap, HTML) and moderating Service Catalog published content, including Knowledge Management module. o Drive performance and metric monitoring of SCRUM team by creating, managing, and disseminating automated reports on SDLC KPI's through ServiceNow reporting module.
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OwnLocal
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United States
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Technology, Information and Internet
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1 - 100 Employee
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IT Operations
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Sep 2016 - Jan 2020
¥ Manage, administer, and support all technical hardware and software in use at OwnLocal. This includes everything from billing software to ticketing systems, laptops to network and firewall administration. ¥ Plan and execute the IT Roadmap for the future of tech at OwnLocal. My current primary projects are integrating a large number of disparate systems into workable daily processes with cyber-security in mind (enabling 2FA, retention histories, Employee Codes of Conduct), and creating a… Show more ¥ Manage, administer, and support all technical hardware and software in use at OwnLocal. This includes everything from billing software to ticketing systems, laptops to network and firewall administration. ¥ Plan and execute the IT Roadmap for the future of tech at OwnLocal. My current primary projects are integrating a large number of disparate systems into workable daily processes with cyber-security in mind (enabling 2FA, retention histories, Employee Codes of Conduct), and creating a software inventory and data-pipeline to track information moving through our platform. ¥ Understand how OwnLocal employees use technology on a day-to-day basis, and help define roles and procedures that make the best use of our technology to accomplish business objectives. ¥ Work with managers across the organization to improve their teams’ technical processes and resolve pain- points in existing technology. Using my broad technical background to determine opportunities for improvement in our Enterprise Architecture. ¥ Assist in navigating EU Privacy Shield Regulations and creating processes and policies in support of that compliance initiative for international business. ¥ Draft and perform companywide employee training on a variety of cyber-security and compliance issues such as preventing Social Engineering, importance of multi-factor authentication, and least privilege doctrines. ¥ Create company IT documentation and processes, define controls and work directly with C-level executive team on implementing enterprise-level IT frameworks. Show less ¥ Manage, administer, and support all technical hardware and software in use at OwnLocal. This includes everything from billing software to ticketing systems, laptops to network and firewall administration. ¥ Plan and execute the IT Roadmap for the future of tech at OwnLocal. My current primary projects are integrating a large number of disparate systems into workable daily processes with cyber-security in mind (enabling 2FA, retention histories, Employee Codes of Conduct), and creating a… Show more ¥ Manage, administer, and support all technical hardware and software in use at OwnLocal. This includes everything from billing software to ticketing systems, laptops to network and firewall administration. ¥ Plan and execute the IT Roadmap for the future of tech at OwnLocal. My current primary projects are integrating a large number of disparate systems into workable daily processes with cyber-security in mind (enabling 2FA, retention histories, Employee Codes of Conduct), and creating a software inventory and data-pipeline to track information moving through our platform. ¥ Understand how OwnLocal employees use technology on a day-to-day basis, and help define roles and procedures that make the best use of our technology to accomplish business objectives. ¥ Work with managers across the organization to improve their teams’ technical processes and resolve pain- points in existing technology. Using my broad technical background to determine opportunities for improvement in our Enterprise Architecture. ¥ Assist in navigating EU Privacy Shield Regulations and creating processes and policies in support of that compliance initiative for international business. ¥ Draft and perform companywide employee training on a variety of cyber-security and compliance issues such as preventing Social Engineering, importance of multi-factor authentication, and least privilege doctrines. ¥ Create company IT documentation and processes, define controls and work directly with C-level executive team on implementing enterprise-level IT frameworks. Show less
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Hanger, Inc.
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United States
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Hospitals and Health Care
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700 & Above Employee
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IT Service Desk Supervisor
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Oct 2014 - Jul 2016
¥ Manage a team of 10 agents towards accomplishing personal and department goals; meeting or exceeding all team goals and metrics set for this team. ¥ Create, implement, and maintain new Onboarding/Off boarding processes for IT Support staff. ¥ Create and monitor KPI's to ensure the Hanger IT Service Desk meets agreed upon business SLA's. Improved our overall ticket resolution rate from 68% of all incidents to 75% through team training and process improvement with no additional… Show more ¥ Manage a team of 10 agents towards accomplishing personal and department goals; meeting or exceeding all team goals and metrics set for this team. ¥ Create, implement, and maintain new Onboarding/Off boarding processes for IT Support staff. ¥ Create and monitor KPI's to ensure the Hanger IT Service Desk meets agreed upon business SLA's. Improved our overall ticket resolution rate from 68% of all incidents to 75% through team training and process improvement with no additional staffing. ¥ Work with other teams inside and outside IT to document new technology and processes, successfully built strong relationships with leaders and staff all over the Hanger enterprise to better meet their needs. ¥ Manage internal IT projects, such as vendor selection and quarterly SOX and HIPPAA compliance audits. ¥ Create and implement process improvements around Access Administration, security, and user experience improvement. ¥ Create AP Narratives for Internal and External audit departments. ¥ Developed and implemented a new IT self-service portal through ServiceNow ITSM with custom forms and work- flows for 40+ applications.
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IT Support Specialist I-II
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Sep 2012 - Oct 2014
¥ Answer incoming service requests via phone calls, live chats, and emails. Respond within SLA to all service requests and resolve customer technical issues to enhance patient care. ¥ Team Lead on ID administration activities, creating or curating all documentation for account administration ¥ for all SOX in-scope applications. Performed all onboarding/off boarding for the Hanger Enterprise and successfully performed all user access reviews and audits by PWC. ¥ Create new Service Desk… Show more ¥ Answer incoming service requests via phone calls, live chats, and emails. Respond within SLA to all service requests and resolve customer technical issues to enhance patient care. ¥ Team Lead on ID administration activities, creating or curating all documentation for account administration ¥ for all SOX in-scope applications. Performed all onboarding/off boarding for the Hanger Enterprise and successfully performed all user access reviews and audits by PWC. ¥ Create new Service Desk team procedures and document existing processes, while maintaining and ¥ updating existing learning materials and managing the Service Desk internal knowledge base. Administered and developed Service Desk Wiki from the ground up, creating the basis for all of our stored documentation today.
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Hardware Support Associate
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Nov 2011 - Sep 2012
• #1 ranked contractor in Average Resolution Time, Call Quality, and Adherence to Helpdesk Guidelines. • Perform troubleshooting and problem resolution on a variety of hardware, including Desktop PC’s, Registers PC’s, Networking (up to ISP level), Servers, HDD RAID configurations, as well as many smaller peripheral or mobile computing devices. • Support of proprietary Home Depot Point of Sale systems, Network Device Management applications, as well Provisioning Software and Rudimentary… Show more • #1 ranked contractor in Average Resolution Time, Call Quality, and Adherence to Helpdesk Guidelines. • Perform troubleshooting and problem resolution on a variety of hardware, including Desktop PC’s, Registers PC’s, Networking (up to ISP level), Servers, HDD RAID configurations, as well as many smaller peripheral or mobile computing devices. • Support of proprietary Home Depot Point of Sale systems, Network Device Management applications, as well Provisioning Software and Rudimentary Windows XP/Win 7 support. • Analyze existing Informational Resources and Standard Operating Procedures and provide personal and technical feedback for theses resources, directly improving the quality and scope of resources available to the IT Support Desk as a whole. Show less • #1 ranked contractor in Average Resolution Time, Call Quality, and Adherence to Helpdesk Guidelines. • Perform troubleshooting and problem resolution on a variety of hardware, including Desktop PC’s, Registers PC’s, Networking (up to ISP level), Servers, HDD RAID configurations, as well as many smaller peripheral or mobile computing devices. • Support of proprietary Home Depot Point of Sale systems, Network Device Management applications, as well Provisioning Software and Rudimentary… Show more • #1 ranked contractor in Average Resolution Time, Call Quality, and Adherence to Helpdesk Guidelines. • Perform troubleshooting and problem resolution on a variety of hardware, including Desktop PC’s, Registers PC’s, Networking (up to ISP level), Servers, HDD RAID configurations, as well as many smaller peripheral or mobile computing devices. • Support of proprietary Home Depot Point of Sale systems, Network Device Management applications, as well Provisioning Software and Rudimentary Windows XP/Win 7 support. • Analyze existing Informational Resources and Standard Operating Procedures and provide personal and technical feedback for theses resources, directly improving the quality and scope of resources available to the IT Support Desk as a whole. Show less
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Education
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2011 - 2013
Austin Community College
Associate's degree, Computer Science
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