Robert Serpa
Supervisor, ServiceNow Field Solution Architect (Pre-Sales) Team at CDW ServiceNow Solutions- Claim this Profile
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Bio
Greg Kubiak
In this key role of a major fund-raising event, Rob has proven immense skill as leader, motivator, planner and communicator. To make this detail-rich event a success requires the ability to work with scores of volunteers and volunteer leads. He has that proven ability having executed the largest donor event in GMCW's history.
David Jobin
Rob has volunteered to lead the Chorus’s largest fundraising event for two seasons. Rob is an energetic and inspiring leader who provides clear direction to the corps of volunteers who participate in the annual fundraiser. In his first year as Chair of the event, he far exceeded the financial goals for the fundraiser and Year 2 under his leadership (2012) is shaping up to be a similar success. Now in his second year on the Board of Directors of GMCW, Rob is respected by his fellow board members, as well as by the 250 members of the organization, for his leadership, diplomacy and organizational skills and experience. He brings a passion to his volunteer work that fuels his success and inspires others.
Greg Kubiak
In this key role of a major fund-raising event, Rob has proven immense skill as leader, motivator, planner and communicator. To make this detail-rich event a success requires the ability to work with scores of volunteers and volunteer leads. He has that proven ability having executed the largest donor event in GMCW's history.
David Jobin
Rob has volunteered to lead the Chorus’s largest fundraising event for two seasons. Rob is an energetic and inspiring leader who provides clear direction to the corps of volunteers who participate in the annual fundraiser. In his first year as Chair of the event, he far exceeded the financial goals for the fundraiser and Year 2 under his leadership (2012) is shaping up to be a similar success. Now in his second year on the Board of Directors of GMCW, Rob is respected by his fellow board members, as well as by the 250 members of the organization, for his leadership, diplomacy and organizational skills and experience. He brings a passion to his volunteer work that fuels his success and inspires others.
Greg Kubiak
In this key role of a major fund-raising event, Rob has proven immense skill as leader, motivator, planner and communicator. To make this detail-rich event a success requires the ability to work with scores of volunteers and volunteer leads. He has that proven ability having executed the largest donor event in GMCW's history.
David Jobin
Rob has volunteered to lead the Chorus’s largest fundraising event for two seasons. Rob is an energetic and inspiring leader who provides clear direction to the corps of volunteers who participate in the annual fundraiser. In his first year as Chair of the event, he far exceeded the financial goals for the fundraiser and Year 2 under his leadership (2012) is shaping up to be a similar success. Now in his second year on the Board of Directors of GMCW, Rob is respected by his fellow board members, as well as by the 250 members of the organization, for his leadership, diplomacy and organizational skills and experience. He brings a passion to his volunteer work that fuels his success and inspires others.
Greg Kubiak
In this key role of a major fund-raising event, Rob has proven immense skill as leader, motivator, planner and communicator. To make this detail-rich event a success requires the ability to work with scores of volunteers and volunteer leads. He has that proven ability having executed the largest donor event in GMCW's history.
David Jobin
Rob has volunteered to lead the Chorus’s largest fundraising event for two seasons. Rob is an energetic and inspiring leader who provides clear direction to the corps of volunteers who participate in the annual fundraiser. In his first year as Chair of the event, he far exceeded the financial goals for the fundraiser and Year 2 under his leadership (2012) is shaping up to be a similar success. Now in his second year on the Board of Directors of GMCW, Rob is respected by his fellow board members, as well as by the 250 members of the organization, for his leadership, diplomacy and organizational skills and experience. He brings a passion to his volunteer work that fuels his success and inspires others.
Credentials
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ServiceNow SELL Accreditation
ServiceNowJul, 2016- Oct, 2024 -
ServiceNow SOLVE Accreditation
ServiceNowJul, 2016- Oct, 2024 -
ITIL Foundations, v3
ExinJan, 2008- Oct, 2024 -
Microsoft Certified Professional (MCP)
MicrosoftJan, 2002- Oct, 2024 -
CompTIA A+ Certified Professional
CompTIAJan, 2001- Oct, 2024 -
Network + Certified Professional
CompTIAJan, 2001- Oct, 2024
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, ServiceNow Field Solution Architect (Pre-Sales) Team
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Jan 2022 - Present
Work with SNS Solution Domain Manager (SDM) to plan and direct activities related to introducing new services, products, and processesProvide day-to-day management and leadership for a subset of the Service teamMaintain close collaborative relationship with the SDM and other SNS Supervisors to manage the Service’s and team’s performanceHold regular meetings with the assigned team, provide mentoring and training, and act as an escalation point for technical, delivery, or process questionsParticipate in the hiring process and onboard new coworkersSupport team members through career planning and developmentProvide timely and accurate system approvals for administrative needs, such as time cards, expense reports, and quarterly prioritiesPrepare and deliver performance reviewsParticipate in or lead performance management conversations as neededOnboard new hiresWork in a 50% presales capacity to maintain relevancy to job function and encourage “lead by example” mentality Show less
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Principal Field Solution Architect (Senior Solutions Consultant)
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Jun 2018 - Feb 2022
Articulate CDW and ServiceNow offerings to prospective customers, both technical and non-technical. Quickly assess customer needs, challenges, and opportunities, developing proposals and solutions on the spot, based on product offerings. Identify, track, and scope all technical requirements to assure complete customer satisfaction through all stages of the sales process. Establish and maintain strong technical credibility and build trust throughout the sales cycle.
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Gay Men's Chorus of Washington, DC
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United States
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Performing Arts
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1 - 100 Employee
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President
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Jun 2017 - Jun 2019
President of the Gay Men's Chorus of Washington, DC (GMCW) under the umbrella organization of the Federal City Performing Arts Association (FCPAA). In this volunteer position, the membership-elected President serves as ex officio, oversees all member-supported activities, including communications, volunteers, events, diversity & inclusion activities, and outreach for the 300+ artistic organization. President of the Gay Men's Chorus of Washington, DC (GMCW) under the umbrella organization of the Federal City Performing Arts Association (FCPAA). In this volunteer position, the membership-elected President serves as ex officio, oversees all member-supported activities, including communications, volunteers, events, diversity & inclusion activities, and outreach for the 300+ artistic organization.
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Fruition Partners
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Australia
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IT Services and IT Consulting
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Solutions Consultant
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Apr 2014 - Jun 2018
Articulate Fruition and ServiceNow offerings to prospective customers, both technical and non-technical. Quickly assess customer needs, challenges, and opportunities, developing proposals and solutions on the spot, based on product offerings. Identify, track, and scope all technical requirements to assure complete customer satisfaction through all stages of the sales process. Establish and maintain strong technical credibility and build trust throughout the sales cycle. Articulate Fruition and ServiceNow offerings to prospective customers, both technical and non-technical. Quickly assess customer needs, challenges, and opportunities, developing proposals and solutions on the spot, based on product offerings. Identify, track, and scope all technical requirements to assure complete customer satisfaction through all stages of the sales process. Establish and maintain strong technical credibility and build trust throughout the sales cycle.
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Column Technologies
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United Kingdom
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Book and Periodical Publishing
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Remedy Solutions Architect
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Jan 2008 - Apr 2014
Bringing a wide breadth of experience in varying client environments with State, Federal, Military and Commercial projects, utilized industry-standard best practices to gather requirements for, design, develop and administer both purpose-driven and out-of-the-box BMC Remedy ITSM applications. Acted as a subject matter expert for reporting and data mining, using MS Excel, Access, Business Objects Crystal Reports, and BMC Analytics applications.
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Regional Manager - South (Acting)
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Sep 2012 - Feb 2013
Responsible for the consulting productivity, billability, and services efficiency for the South (Texas, Oklahoma, Louisiana, and Arkansas) region.Assisted with project assignments, day-to-day mentoring, training roadmap, and career growth for seven employees.Worked directly with Sales team to support pre-sales initiatives to demo and explain products and services to new and existing customers; created statements of work, and related documentation for pre- and implementation phase activities.Utilized support resources, and customer understanding of pain points to perform health checks, and ultimately resolve these issues to customer satisfaction. Show less
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Chair, Spring Affair Gala Fundraiser
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Oct 2010 - Jun 2012
Served to oversee the 2011 and 2012 annual Spring Affair gala fundraisers for the Gay Men's Chorus of Washington, DC. The collective events had an attendance of 1,100 and raised $520,000 for GMCW, Functioned in creative, logistical, project and budgetary management capacities; conceptualized and worked with Spring Affair Committee Chairs to imagine, coordinate, manage and execute every facet of the Spring Affair experience. Documented process, engaged over 75 volunteers during for each annual gala fundraiser events. Show less
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Principle Software Engineer for Joint Chiefs of Staff
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Apr 2007 - Jan 2008
Mr. Serpa supported the United States Joint Chiefs of Staff, and their individual directorates, which encompassed flag officers from each of the US military services, utilizing the BMC Remedy Action Request System (ARS) v. 6.x ITSM suite. He acted to supplement the Senior Remedy Architect with development of new workflow and augment existing business processes. In his day-to-day duties, he was often required to communicate directly with L3 personnel, military liaisons to affect business and workflow development of the Remedy system. Frequently he would develop complex reports and queries, which were essential to Service Level (SLA) metrics reporting, using Business Objects Crystal Reports XI. He successfully implemented Business Objects Crystal Enterprise XI for email and single-point distribution of reports. Show less
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Principle Software Engineer for Department of State
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Jul 2006 - Jan 2008
Mr. Serpa was promoted from Senior Software Engineer to Principle Software Engineer in 11/2007. His primary duties were to support the United States Department of State, Consular Affairs office, both Domestic and Overseas Operations which utilized the BMC Remedy Action Request System (ARS) v. 6.x. Prior to his official promotion, for a period of 2 months, he acted as the sole Remedy Administrator/Developer fill gap for both Domestic and Overseas operations. As an Administrator, he provided day-to-day maintenance, user account creation, troubleshooting and administration of the Unclassified Remedy Systems. He assisted the Senior Remedy Developer with customized workflow, from concept to creation. Utilizing the Remedy architecture, he was to realize, support and enforce abstract business processes. He monitored the health of the Remedy Database and Mid-Tier (web) servers. He attended project meetings, provided technical expertise and industry-standard feedback for ITSM Asset Management module planning and process definition. To conform with industry-standard best practices in mind, he researched Remedy ARS module customizations. He aligned Asset Management and Help Desk categorizations, asset classes in high-level and detailed scope. He was often charged with constructing daily, weekly, monthly, ad-hoc reports in Business Object Crystal Reports X, XI, MS Excel and Access to provide visibility of performance and organizational challenges. Show less
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ITT Industries
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United Kingdom
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1 - 100 Employee
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Remedy Administrator for United States Army
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Apr 2005 - May 2006
Mr. Serpa Supported the United States Army Southwest Asia region, which utilized BMC Remedy Action Request System (ARS) v 5.x and 6.x. His day-to-day duties included maintenance, user account creation, troubleshooting and administration of the TAC-SWA Unclassified and Classified Remedy Systems. He would interface with front-line, supporting officers and internal units to develop applications meeting workflow and usability requirements. He designed custom Remedy form/workflow and custom reporting solutions utilizing Oracle, MS Office applications. He installed and configured both Remedy clients and servers. He developed processes and procedures as they relate to the Remedy software and its usage. He traveled throughout the Middle East, to at various military installations, delivering on-site training. He conducted a user census and demographic survey, to determine application usage. He developed prototype ITT Systems Employee Database, assisted with logistical server and resource move from Camp Doha to Camp Arifjan and devised Remedy server upgrade schedule to v6.x for Theater compliance, compatibility and licensing Show less
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Electronic Data Systems
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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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Business Analyst Advanced for Navy/Marine Corps Intranet (NMCI)
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Sep 2004 - Apr 2005
Utilizing the Blue Pumpkin Workforce Management software, Mr. Serpa analyzed, tracked and recorded agent adherence to schedules. Using ODBC, MS Access, Excel and Visual Basic he designed custom productivity reports. He was instrumental in pioneering processes and procedures, as they relate to Workforce Management. He worked directly with senior management to identify analysis of call volume and its related reporting mechanisms. He also designed and Automated (using Visual Basic for Applications, SQL) Enterprise reports to track productivity and bring visibility to service level achievements Show less
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Help Desk Shift Lead for Navy/Marine Corps Intranet (NMCI)
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Apr 2002 - Sep 2004
Mr. Serpa was recognized as MIL Employee of the Month – March 2003 and awarded Certificate of Appreciation for Exemplary Support - October 2002.As Shift lead, he performed a multitude of tasks for the Help Desk, which was comprised of over 250 agents. He performed advanced remedy searches for Help Desk and Network Operations Center to determine impact to services, sites affected and proper relation of Parent Tickets to child incidents. He developed new process flows and updated existing processes as they would change, used advanced excel and database query techniques to report productivity to Help Desk Leadership. He monitored agent AUX work states, in CMS, and helped to maintain productivity, reviewed agent tickets/calls and provided feedback, or mentoring as needed and assisted with ongoing training of Norfolk Tier 2 Queue Manager. He also managed high-profile VIP/Flag Officer Tickets, documented, tracked and communicated outages/important events to Help Desk Agents and Leadership, updated agent attendance and time off data for Supervisors and functioned as supervisor-level escalation point for customer concerns. During outage or failover, he would perform emergency rerouting of the Norfolk ACD System. He frequently acted as a Liaison between other organizations within the NMCI Environment, interfaced daily with San Diego team to ensure consistency in problem resolution across both coasts and performed Tier one/Tier two functions as needed during busy call times Show less
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Education
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Saint Leo University
Computer Science
Community
