Christopher Goudreau Email & Phone Number

Responsibilities of the ServiceNow Cloud ITIL Process Owner include Request Management (Manage Cloud Service Request queues and process enhancements), Asset\/Configuration Management (Audit and update cloud CI records and relationships), Change Management (Manage Cloud CAB), Incident Management (Manage incident OLAs), Problem Management (Oversee cloud problem management process and manage cloud RCAs), Reporting (Track operation metrics and OLA compliance / Perform monthly Cloud Operations review), Administration (Manage Cloud Business Services, groups, queues, etc). Become a driving force in Customer success and satisfaction. Write and review documentation, KPIs, and OPR. My primary goal as the process owner is to be responsible for owning the ITIL process, accountable for designing an effective and efficient process, and using the right people, financial and technical resources to deliver quality outcomes as required within the organization. I try to clearly define how existing processes work and identify where continuous improvements are needed whileworking with process stakeholders and leadership to design new and improved procedures.Request Management (Manage Cloud Service Request queues and process enhancements)Asset/Configuration Management (Audit and update cloud CI records and relationships)Change Management (Manage Cloud CAB)Incident Management (Manage incident OLAs)Problem Management (Oversee cloud problem management process and manage cloud RCAs)Reporting (Track operation metrics and OLA compliance / Perform monthly Cloud Operations review)Administration (Manage Cloud Business Services, groups, queues, etc.

Armonk, New York, Ny, Us

As the Subject matter expert on Problem Incident and Change Management, including Root Cause Analysis for the integration of ServiceNow into IBM. AGILE - Expert and Enable Squad, Delivery Excellence Squad. Subject Matter Experts are definitive sources of knowledge who contribute their expertise to enhance organizational efficiency. I evaluate organizational needs, determine technical solutions, and ensure that defined requirements are met. My job was to Independently plan, organize, lead, define, and implement customized ITIL service portfolios and associated end-to-end management automation with high quality, speed, and cost-efficiency using customization and integration of ServiceNow support of the above duties into CIO Austin. I created the documentation, trained the first 1000+ end-users, and created roadmaps for the ITIL implementation initiative. I define the scope, goals, and deliverables to support the Stakeholders and sponsors in identifying and mitigating risk. I lead the SOX and audits to identify controls. Lead and communicate high-severity critical events items promptly to resolution. Effectively communicating with senior leadership. Keeping the ITSM service managers updated was a requirement, and expectation, so the scrums were effective and timely. I developed and maintained positive collaborative working relationships with management team members. Effectively communicate and interact with counterpart and senior management leadership. Ensuring that deliverables, artifacts, and repositories met governance and security standards. I was responsible for leading the definition, independent implementation, and management of ITIL services for Business-driven and results-oriented processes with outstanding attention to detail, Good active listener, and Managing conflict skillfully. I was a servant leader, confidently engaging in roles and possessing good emotional intelligence in an agile environment while producing high-performance outcomes.

Armonk, New York, Ny, Us

The Quarter End (QE) program was the preparation, execution, and final cadence supporting the order placement, contract execution, manufacturing, and fulfillment processes for IBM’s quarterly revenue reporting through the financial close reporting. The business units have identified approximately 210 applications and infrastructures that are critical to support these processes. The financial close includes the revenue processes that support the announcement of earnings following the Corporate Close. QE Cadence is the work streams involved in ensuring that the critical applications and their environment are stable and available for the processing of orders, ensuring the maximum amount of revenue for IBM with the following goals; No Preventable Problems encountered - No Password or certificate expirations;No out-of-space, spool file issues; No human error or process issues when possible; always identify potential problems and respond before they cause an impact (be proactive); always fix problems without delay.; Engage experts/high-level skills immediately during the critical last five days (for the designated subset of Key and Critical applications) Execution and follow-up with the technical and executive teams with excellent communication as the goal (both for the technical and executive teams. .

Armonk, New York, Ny, Us

The Crisis Management team had the overall mission of driving the resolution of severity 1 (Critical major incidents) for the Crown Jewel (mission Critical) applications of the Manufacturing and Procurement portfolios Our purpose was designed to manage each and every Major Incident (Severity 1) with extreme focus and total responsibility to efficiently handle the crisis situations, and provide prompt, complete and accurate communication to stakeholders, customers, users and all levels of management. The team was elite group of technically astute people who can manage a SEV1 situation from beginning to end. The goal is continuous development and enhancement of the SEV1 Management process and, ultimately, convergence into a single SEV1 Management team across the entire portfolio. We were a 'small but powerful team. . That skill was the ultimate requirement. By investing in the design documentation and process in advance we knew in advance where we started, what and who was needed and could use a follow the sun approach. This was a crucial part of the team training so that we ensured the correct prioritization and tracking over difficult work tasks. By staying closely aligned with the stakeholders and their objectives we understood Participation of key stakeholders to pulse their satisfaction and identify opportunities for improvement in our service and the best collaboration tools and backups was critical. Communication was always key. The sky was not always falling but the wrong set of words could cause chaos if not correctly worded. And finally close management support was crucial for success. No one could ask who authorized it because we were in charge every step of the way. We created training sessions and videos to help new members learn. Finally we used AI (Watson Rank and Retrieval) tool to see if the issue had occurred in the past five years and what, percentage-wise was the best path to closure.

Armonk, New York, Ny, Us

As the Senior Technical Lead for CIO Services, Cloud and Infrastructure. I delegated and trained technical professionals, collaborated with the teams to fix technical issues, analyzed users' needs, and created the team goals and SLAs. I was also the Technical Lead for all problems, incidents, and changes. Iran the Quarter Close Program, training, and mentoring others. I was the only SME -Subject Matter Expert on problems, Incidents, and changes for incorporating ServiceNow into IBM for the CIO. I lead a team of developers in installing and customizing a Problem, Incident, and change solution, incorporating weekly Change calls and root cause analysis in an agile environment. With Covid-19, we have been working remotely, so managing time and issues have become an expert for me. Time management and utilization were a priority. Prior we were in house in the traditional office. • Incident Management, including Major Incident ManagementChange Management and CAB administrationProblem Management, including quality and completeness assessments of RCAsRisk Coordination for multiple technical teams across the CIOSecurity Coordination for CIO to couple activities with IBM SecurityAdministration of the Quarter End Change FreezeReview of application criticality status as it relates to ITSM servicesChampioning the core Service Now toolkit and policing best practice within IBM.

Armonk, New York, Ny, Us

The Project Executive is responsible for the part of the workplace management team that directly manages short- and long-term projects. Project Executives are typically responsible for developing strategic program and project goals and monitoring program and project performance.The Crisis Management team had the overall mission of driving the resolution of Critical major incidents or applications of the Manufacturing and Procurement portfolios Our purpose was designed to manage each and every Major Incident (Severity 1) with extreme focus and total responsibility to efficiently handle the crisis situations, and provide prompt, complete and accurate communication to stakeholders, customers, users and all levels of management. The team was elite group of technically astute people who can manage a SEV1 situation from beginning to end. The goal is continuous development and enhancement of the SEV1 Management process and, ultimately, convergence into a single SEV1 Management team across the entire portfolio. That skill was the ultimate requirement. By investing in the design documentation and process in advance, we knew in advance where we started, what and who was needed and could use a follow the sun approach. This was a crucial part of the team training so that we ensured the correct prioritization and tracking over difficult work tasks. By staying closely aligned with the stakeholders and their objectives we understood Participation of key stakeholders to pulse their satisfaction and identify opportunities for improvement in our service and the best collaboration tools and backups was critical. Communication was always key. The sky was not always falling but the wrong set of words could cause chaos if not correctly worded. And finally close management support was crucial for success. No one could ask who authorized it because we were in charge every step of the way. We created training sessions and videos to help new members learn.

Armonk, New York, Ny, Us

I lead this team to manage business critical Severity 1 situations with extreme focus. This team was a very select, highly skilled, seasoned set of professionals who have a proven track record and the responsibility to efficiently manage crisis situations, provide prompt, complete and accurate information to stakeholders, customers, users and all levels of management.The Crisis Management Team (CMT) provides support through management of crisis level issues, managing additional risks, exposures and stakeholder interests in response to an event or disaster requiring the activation of the CMT.All levels of management teams can be established to accomplish a variety of incident response functions. Individual response management teams can span from the executive level of a company to the individual site’s employees.The CMT is typically comprised of senior management personnel that have the authority and resources to expedite the company’s internal incident response. Each senior member should reinforce a specific purpose of the team in order to manage any type of event. This flexibility allows a team to expand and contract as necessary to accommodate any initial or evolving tactical or strategic needs of the incident.The main role of the team (CMT) is to support the regional, site, and/or the associated emergency management teams. This high-level corporate team should manage human impacts (both employees and the community), company reputation, share values, and corporate assests. Depending on the assigned responsibilities, the CMT should be empowered to make strategic decisions in order to advance the response and provide direction and guidance to response teams and the rest of the organization.

Armonk, New York, Ny, Us

• WW Crisis Management /MIM Team Lead for over 200+ ‘Hyper Critical’ applications and their infrastructure for the BT/CIO organization. This application suite accounts for over 16+ billion dollars of IBM revenue and runs the WW Mfg organization that spans across every time zone and dozens of countries. I personally managed a team of highly skilled professionals in multiple countries using a “follow the sun” approach to schedule support and a mgmt. cadence across the globe. A key element of this role was a Major Incident Management (MIM). In this capacity the Service Manager will be supporting a global operations team responsible for a mission critical 24x7x365 technology environment and bolstering their organization during major incidents when they need it most. When on duty as the Major Incident Manager I was expected to follow and schedule a flexible working pattern (including weekends and holidays) to manage Major Incidents that occur utilizing industry standard and internal toolsets. The Major Incident Manager will work with their counterparts across the organization to engage technical and business teams and drive resolution of these highly critical incidents within defined service-level agreements (SLA's). When not assigned to Major Incident Management duty I fulfil a variety of other IT Service Management roles including Change Advisory Board membership, Root Cause Analysis (RCA) review, continuous operational improvement work via staff education and policing, maintenance of the Service Management toolkit, and similar roles as required by the firm associated with the IT Service Management function.

Armonk, New York, Ny, Us

I managed a suite of 50+ applications implemented and hosted World Wide. My team had the responsibility to handle change and problem management and the day to day operations of users. This includes the applications, hardware and middleware. I developed strategies to reduce downtime and cost by proactively handling RCAs and predictive analysis of problems.

Armonk, New York, Ny, Us

WW Crisis Management Team Lead for all the 50+ ‘Hyper Critical’ applications and their infrastructure for the BT/CIO organization. The Hyper Critical applications RUN the Mfg Business for IBM in the BT/CIO RUN Organization – which account for 16+ Billion dollars in revenue for the IBM organization. I manage a team of highly skilled professionals in multiple countries and use a “follow the sun” approach for schedule management of my resources across the globe. WW Application and Infrastructure Technical Team Lead and the for all the 50+ ‘Hyper Critical’ applications and their infrastructure for the BT/CIO organization. The Hyper Critical applications RUN the Mfg Business for IBM in the BT/CIO RUN Organization – which account for 16+ Billion dollars in revenue for the IBM organization.Team lead for the Month End / Quarter End Cadence – leading the organization to ‘GREEN’ (No IT Issues) for Month and Quarter End.Provide the executive communication to the senior leadership teams (VPs / Directors / Senior Management) so that they have a clear / concise understanding of any issues that occurred in their space (this includes M&D, SW, Procurement, Global Logistics and their E2E extended organizations). When any Sev 1 issues arises, work with the technical teams to expedite the issue to closure and work with the teams on understanding the RCA, Manage the Quarter End process for the BT/CIO organization (last 21 days of Qtr End)Manage the Month End Process (last 7 days of every month)Manage the Lessons Learned on a quarterly basis for all IT issues and areasLead a World Wide matrixed team of technical leaders to prepare their applications for peak periods by using a checklist review process and detailed RCA approach. Provide skills transfer to customers and other team members; Server SAP&R IT Project Role: SAP Basis Team

Armonk, New York, Ny, Us

I loaded the first instance of test install of SAP for IBM. I spent many years taking education (from SAP and IBM) on SAP before becoming as technical expert on SAP Basis Consulting. I helped led the first SAP production install for Fuji, Japan and Poughkeepsie, NY that ran our WW Manufacturing Business End to End. Responsibilities:• SAP Basis administration and support, technical support, transport management, batch management and production support for SAP environment• Perform system monitoring, troubleshooting and refresh to ensure stability, recoverability of the SAP and related systems• Definition, planning and implementation of system operations - System Refresh, Solution Monitoring and HA/DR solution• Perform root-cause-analysis, as well as performance management and optimization of SAP Systems• Tight integration with PMO and Delivery teams for early risk migration and project delivery • Proactively analyze SAP environment to detect deficiencies and recommend solutions for improvement• Develop and maintain policies and procedures relating to information systems. Maintain technical infrastructure reference documents such as technical architecture, interface references, hardware and software assets• Management of SAP in FDA regulated and Sarbanes-Oxley controlled environment

Armonk, New York, Ny, Us

BC120 Computer Center Management SystemMany more delta and release specific courses; Site IT- Collaborative Computing; Austin Site Print Strategist - Manage the technical direction and implementation of a client server print environment that maps to the corporate print strategy. Working with end users in business areas with unique requirements, mold a cost effective solution that meets or exceeds customer requirements. Interface with the ISSC and their support. Manage a contractor with the responsibility of testing new solutions, supporting existing solutions and migrating to an ever-changing end goal. Workstation Currency for the Austin SiteProvide Lotus Notes executive education to all Austin Site Senior Management and Staff. Working with the executive's requirements, tailor an education plan that fills their needs. Lotus Notes Education - Lotus Notes Release 3.x Introduction - Lotus Notes Release 4 Introduction - Lotus Notes Release 4 Advanced

Armonk, New York, Ny, Us

Project management for the Physical Inventory Conversion. Investigate alternatives and bring solution to use for the Site Physical Inventory. Coordinate host application changes with the ISSC. Systems administration/security responsibilities for the RISC/6000 Network (SCRAP)within Finance (Development and Production servers)Developed strategy, objectives, plans, schedules, and measurements for Finance. (Hardware upgrades, printer strategy implementation, TR conversion)Coordinated all of Site Operations LAN Security ActivitiesParticipate on the CIO Security Council and assisted six functional areas with LAN security and compliance activitiesWork with contractors and vendors on the development of enhancements to existing software and new system applications. Test these applications and provide technical leadership in support and training end usersProvide technical support for all of Site Operations on the RISC/6000, PS/2s, PC/ATs and related hardware. Also support all operating systems (DOS / OS/2 / Windows / AIX) and other related softwareAnalyze hardware and software, procedures, processes and end user requirements for the functionServe as the level 2+ support for the Finance organization Served as the focal point for Site Operations hardware, capital and expense activities

Armonk, New York, Ny, Us

Coordinated all of Site Operations LAN security activities. Participated on the CIO Security Council and assisted six functional areas with LAN security and compliance activitiesWork with contractors and vendors on the development of enhancements to existing software and new system applications. Test these applications and provide technical leadership in support and training end-users. Provide technical support for all of Site Operations on the RISC/6000, PS/2s, PCs, and related hardware. Also provide support for all operating systems (DOS / OS/2 / Windows / AIX) and other related softwareServed as the focal point for Site Operations hardware, capital and expense activities.A security administrator is the point person for a cybersecurity team. They are typically responsible for installing, administering and troubleshooting an organization’s security solutions. They also write up security policies and training documents about security procedures for colleagues.Security administrators are responsible for the system overall rather than for specific parts. While network and systems administrators set up and maintain the system, security administrators take a step back for an overall view of security. Rather than focusing on hardware and software like their counterparts, they work to defend the system as a whole and keep it secure from threats.A security administrator may have the following responsibilities:Defending systems against unauthorized access, modification and/or destructionScanning and assessing network for vulnerabilitiesMonitoring network traffic for unusual activityConfiguring and supporting security tools such as firewalls, anti-virus software and patch management systemsDeveloping and updating business continuity and disaster recovery protocols

Armonk, New York, Ny, Us

For External Accounts - Systems engineers are technical business experts and lay the foundation for projects or systems from conception through production and into realization. As/400 ImagePlus (Austin Image Application Design Team; Headed the AS/400 Opportunity Team for the northeastern United States with responsibilities for establishing relationships with field personnel and providing a single focal point of contact for all ImagePlus opportunities within the geography.Provided worldwide technical marketing support for IBM and Business Partners on complex image applications that run on the AS/400 iSeries and OS/2 platforms.Conducted application design workshops with IBM field personnel and customers to design systems that integrated image with their line of business applications to enhance their business processes. When required, designed product workarounds to meet customer expectations using APIs, user exits and OEM products.Conducted contract and consulting engagements with customers to review their systems, applications and code, define requirements, program work arounds, teach API and User Exits classes, perform installation of program products on the AS/400 and PS/2 (DOS and OS/2) workstations and servers, customize customer environments, and select hardware/software.Assisted marketing teams in responding to customer RFPs and providing ImagePlus skills transfer to the field.Provided demo and technical support to peers, SE's, Business Partners, and customers at local and national trade conferences including AIIM, COMMON, Government Technology Shows and OS/2 Office Automation shows.Gained reputation as a technical expert on product installation and customization on the AS/400 and PS/2 (DOS, WINDOWS and OS/2) workstations platforms.Enhanced skills for application development on the AS/400 and PS/2, including RPG/400, COBOL/400, CL, SDA, DFU, image skills, OS/2, and C.Developed application programming enhancements to ImagePlus products.

Armonk, New York, Ny, Us

Expert on the S/36 implementation of ImagePlus for IBM. My primary role was to meet with real IBM accounts (external) that had lost confidence in the support team and rebuild that trust via custom workshops, custom project management and custom installs and programming. I was a Level 5 System Engineer and traveled with the State of Hawaii, New England Ball Bearing, Citibank, and traveled to external green dollar accounts almost every week.

Armonk, New York, Ny, Us

Starting as a programmer for the S/38 for Finance and Facilities, moved up to the programming lead, Security Officer, Security CLP Expert in programming. I was a member and participant at COMMON and made the COMMON Circuit doing system setup and presentions on function and applications. Took all S/38 classes and was the S/38 Security lead at multiple sites.

Armonk, New York, Ny, Us

Software Developer in Finance, Facilities, and payroll - using 36/38/400. Expert on CLP and RPGand security specialist. Worked directly with end-users for requirements. and expectation. Wrote custom code as needed and security code to monitor all connected systems.

Armonk, New York, Ny, Us

As the DDP Complex Manager / Site Security Officer I ran the DDP complex at IBM and was the go-to guy for all security-related issues and any patches or upgrades that needed to be applied.As the IBM S/36, S/38, i System Administrator, I was responsible for the day-to-day operations of our systems our IBM I systems (S/38/ AS400) to maintain maximum availability of our server environment• Lead projects associated with the enhancement, upgrade/patching or implementation of new or existing technology solutions.• Provide oversight and facilitation of the IT change management process.• Review, recommend and monitor the source code/versioning management function adhering to technical management guidelines.• Provide technical leadership and ownership of issues across multiple disciplines and technologies.• Conduct performance tuning and troubleshooting.• Design, implement and maintain a comprehensive monitoring and alerting process across IBM i platform.• Identify technical innovation and process improvement opportunities.• Design and implement a comprehensive and ongoing release management and planning program.• Research and implement appropriate System Administration best practices and tools.• Monitor and manage backups• Installation of cumulative PTFs and upgrade package• Provide technical support to IT and non-IT employees.• Perform operating system and/or application software updates promptly and thoughtfully and in compliance with IT policies, procedures and plans.gure, test, debug and document device and software configurations, as appropriate.• Maintain compliance to all IT policies and procedures.• Maintain 24x7 availability to address critical business and/or IT issues.

Armonk, New York, Ny, Us

Direct programming support on the S/38 in RPG III, CL, SDA, and DFU. Designed, developed, tested, documented and maintained source code for complex applications in direct support of programming departments.Provide security officer functions in every area supported and gained reputation as site expert for S/38 security and control book procedures.Interface to site DDP System support department

Armonk, New York, Ny, Us

First Full Time job out of college - Started in Computer operations with a desire to move into development and senior leadership. Responsible for supervising the operation of computer hardware systems and ensuring machines are functional and secure. Sets controls on computers and devices to run jobs. Maintains logbooks for job runs and lists malfunctions.Primary responsibilitiesOversee maintenance and operation of computer hardware systems.Control console of mainframe digital computer or set of minicomputers.Set controls on computers and peripheral devices.Run computer tasks.Maintain logbooks or records for job runs.List malfunctions that occur during shift.Perform maintenance tasks such as checking for viruses, backing up tape, upgrading software, and other basic maintenance.Assist programmers and analysts with testing and debugging new programs.Monitor systems remotely.Watch closely for error lights.Locate and solve other malfunctions.Load files onto storage media.Help network administrators ensure network connections are in place.Ensure network and servers are functioning properly.Connect computer peripherals for users.Help new employees get their computer running.Clear equipment at end of operating run and review schedule.Notify supervisor or computer maintenance technicians of equipment malfunctions.Retrieve, separate and sort program output as needed, and send data to specified users.

Interface with Service Providers (ATT, Cisco, F5, Middleware, SAAS) in support of Infrastructure.Work with Applications owers in the tower to implement any applications changes and upgrades to stay current on both code and patches for all applications, middleware, DC, and security.Manage Change Management Tickets for Infrastructure - Ran the Change board for years and controlled what went into the environment and when with an emphasis on no SPOC, and time for backout. Report and Manage Communications throughout Infrastructure for upcoming changes passed and failed to the technical teams, stakeholders and executives. Create / Advise on change management processes. Created documentation and trained CIO employees on how to properly manage changes, and any associated incidents or problems, and the subsequent RCAs.Ability to work and communicate with Multiple vendors - I handle detailed ventor management to be able to know where the issue was (internal or external) including customs and 20 mfg companies that provided support to our revenue stream. Assist in audit processes - Both internal and external audit support (PWC) for all Crow Jewel Applications being able to actively participate in high level pitches, and detailed answers to audit request.