Provide IT-focused management consulting services to higher education institutions.

Led KKG Consulting as an experienced management and organizational strategy consultant working with higher education institutions and IT organizations to improve organizational planning, design, strategy, and analysis.

Designed and founded the IT Experience & Engagement (ITE²) unit of the Virginia Tech Division of Information Technology. This unit is focused on collaboratively evolving and actively ensuring a high quality experience for Division of IT users. ITE² serves as the “front door” for users across the university, providing support and coordination of activities. ITE² also works closely with Division units to continuously review and improve the user experience. The unit’s work is divided across three primary functions:1. User Engagement, which is the main point of engagement for users, includes such areas as the IT Information Center (a 24X7, 365 call center) and the 4Help Service Desk (a service desk assisting the Virginia Tech community with computing related questions)2. Experience Design and Improvement, which dedicates team members to working across the IT organization to improve the user experience3. Communications and Outreach, which includes team members focused on communications, documentation, and customer outreachKey Accomplishments:o Led efforts to adopt data-driven decision making and cultivate a strong focus on data and metrics; efforts include the launch of a dashboard, log analysis, ServiceNow data improvement, and enhancements in call center QA and reporting o Led the unit in the Division’s cascading visioning process; used team member feedback to create a unit action plan focused on lasting organizational change; implementation ongoingo Co-located Tier 1 and Tier 2 support operations to increase efficiency, provide a more flexible staffing model, and improve supporto Accomplished the release of a new Service Portal at 4Help.vt.edu to consolidate Service Catalog, Knowledge, Incidents, Approvals, Community Forum, and IT Statuso Increased partnerships with distributed IT areas, including the implementation of incident management partnerships using ServiceNow with multiple distributed IT areas

Provided analysis for strategic planning and leadership in designing, implementing, and managing strategic projects across the IT organization. Assisted the Vice President for Information Technology (VPIT) and CIO, Deputy CIO, and appropriate IT line managers with identifying, planning, implementing, and assessing strategies for information technology in the networked university; and developed partnerships and collaborative ventures across the university and beyond in support of networked learning, discovery, and engagement.Key accomplishments included: o Designed and led the Next Generation LMS Program for the selection and replacement of Virginia Tech’s learning management system; Projects included the implementation of Canvas (>$2 million project) & replacement for a major project collaboration tool; role included constituting and managing program sponsors and a program steering committee o Defined a strategy for, coordinated, and ensured the execution of the IT organization’s approach to VT’s new strategy for inclusion and diversity; three initiatives focused on recruitment, retention, and accessibility

Key accomplishments included conceptualizing, championing, and implementing IT's first Operational Plan; assisting with change management and organizational redesign; leading initiatives to improve internal project and operational communications; and designing and implementing new collaborative initiatives within the university and with the 4-VA Collaborative (a collaborative venture with three Virginia universities).

Worked directly with the CIO and other C Level IT Executives at The Pennsylvania State University to design, manage, and complete a variety of IT strategy projects. The university spends $250 million annually in personnel and non-personnel expenditures to provide and support IT with over 1,600 FTE providing IT support across over 50 organizations.Key accomplishments: shepherding the creation of the first University-wide IT Strategic plan, assisting with the design and implementation of IT principles, conducting extensive benchmarking, assisting in the development of University-wide recommendations to improve coordination and service provision, and conceptualizing and drafting the first common IT services catalog focused on student services across 21 campuses.

Work included serving as the research assistant on the Center’s National Science Foundation grant on Student Veterans.

Developed and managed a portfolio of IT strategy projects for the Director of ITS and ITS Corporate Support at the University of Queensland. Included finalizing and socializing UQ's first IT Strategic Plan, leading the design and development of the organization's comprehensive report for a seven-year review, and assisting with planning and research for managing organizational restructuring.

Focused on shared service center implementations for Human Resource functions at two corporations with 16k and 20k employees, respectively. Engaged in organizational design and development to track and document existing HR processes and policies; create, vet, test, and implement new processes and policies; and implement associated new technologiesCreated, vetted, implemented, and monitored a change management strategy to ensure a smooth transition from decentralization to shared services Shepherded startup staffing process by benchmarking new personnel needs and job descriptions; creating client-specific job descriptions and expectations; and developing job and process trainings Designed and implemented call center metrics and analytic methodologies Safeguarded IT architecture compatibility by working closely in conjunction with an ERP systems implementation team Ensured client satisfaction by developing specific project management methodology and consistently utilizing tracking and project planning tools; creating client-facing presentations documenting progress and presenting decision points and new project deliverables

Functioned as lead student manager of the Northwestern University Information Technology (NUIT) helpdesk; supervised and evaluated 40-50 students; 6-12 direct reports. Served as general HR liaison for entire student workforce within NUIT. Provided change management support on departmental restructuring, mergers, and relocation; assisted in development, implementation, and evaluation of NUIT’s strategic plan.

Created a weekly staffing schedule for all student support center consultants. Supervised, trained, and evaluated 28-30 student consultants; 4-5 direct reports. Mentored and assisted student employees. Participated in hiring new staff; provided support to consultants on complex technical and policy issues. Assisted in the evaluation, implementation, and transition of student email accounts from in-house to Google. Evaluated, selected, pitched, and implemented new scheduling software for the help desk.

Assisted over 4,700 Northwestern users on technical, email, network ID and password issues.