Jody Dulberg Email and Phone Number
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Let's connect: jody@dulberg.net: Phone: 214-552-8988Harnessing IT Innovation: Driving Success with Leadership & ServiceNow ExpertiseI am a didactic leader experienced in IT operations and service management; I am a strategic thinker of technology and the systems that power business success, providing continuous improvement, cost savings, innovation, transparency, and alignment with strategic goals, creating a culture of collaboration and trust. As an IT Infrastructure Operations Manager and Certified Associate of Project Management Professional (CAPM), I specialize in:✓ Optimizing systems and reducing costs✓ Leading global teams to optimize service delivery and customer satisfaction✓ Implementing and managing critical IT systems, including ServiceNow CMDB, Discovery, Service Mapping, and Certification Management✓ Leveraging AI tools and prompt engineering to capture and organize meeting notes, streamline workflows, enhance productivity, and drive improved decision-making. See my Projects.✓ Driving efficiency through process improvement and automation✓ Spearheading IT asset management initiatives✓ Conducting strategic ITSM change and risk mitigationThroughout my career at organizations like CDM Smith, Rexel, and JC Penney, I have consistently delivered results:✓ Achieved 40% annual savings through Expense Management implementation ✓ Worked with team to recover $500K in Telco expenses in 3 months✓ Increased team performance, raising ticket closures by 32% in just 12 weeks✓ Reduced incidents and service requests by 60% through collaboration with global partners✓ Maintained 99.99% uptime for critical business applicationsMy approach combines acumen with deep learning of business operations, allowing me to drive IT strategy that aligns with and supports overall business goals. I am passionate about leveraging new technologies to improve processes, develop high-performing teams, and deliver exceptional client service.As I look ahead, I aim to continue making a significant impact by developing innovative technology solutions and driving foundational business improvements. I am eager to tackle new challenges at the nexus of IT operations, service management, and strategic business growth.Certifications: CAPM, M365, NIST, Security+, CISCO CST - Networking, AzureKeywords: AI, Cloud Computing, Customer Service, Analysis, Digital Transformation, IT Strategy, ITSM, Process Improvement, Project Management, Prompt Engineering, Security, ServiceNow, Team Development, Vendor Management
Brown & Brown
View- Website:
- bbrown.com
- Employees:
- 10620
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Brown & BrownDallas, Texas, United States
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Senior DirectorJody Dulberg - Senior Director Apr 2024 - PresentWith over 20 years of experience in IT infrastructure and operations management, I have a proven track record of delivering optimized systems and enhancing operational efficiency. I specialize in process automation, cost reduction, and cloud migration to drive ROI through technology investment. My expertise lies in improving customer experience and translating business requirements into technology solutions.
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It Infrastructure Operations ManagerCdm Smith May 2018 - Mar 2024Boston, Ma, UsCollaborate with cross-functional teams, including support technicians, engineers, developers, and architects, to drive strategic initiatives that foster an innovative and scalable enterprise environment. Deliver a robust foundation, optimized frameworks, and resilient systems that enhance operational reliability, streamline workflows, and reduce costs, aligning IT solutions with long-term business objectives.- Spearheaded implementation of ServiceNow Discovery, Service Mapping, and Certificate Management modules, increasing ServiceNow utilization and laying a foundation for SAM and HAM implementation.- Planned and implemented Telco Expense Management system, resulting in 40% annual cost savings.- Defined Asset Management playbook for comprehensive asset lifecycle management.- Architected and deployed a scalable management solution, optimizing end-of-life processes and enhancing organizational efficiency through ServiceNow integration. -
Desktop Support ManagerCdm Smith May 2017 - May 2018Boston, Ma, Us-Managed and motivated distributed support team across multiple locations, increasing performance by raising per week ticket closures 32% in 12 weeks.-Increased average customer satisfaction rating 11% in 2 months with proactive, user focused team support management skills.
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Client Lead - It FinanceRexel Holdings Usa, Corp. Aug 2012 - Mar 2017Dallas, Tx, UsManaged daily operations and relations with clients, customers, IT teams, and vendors, ensuring high availability of IT services and enhancing internal and external customer satisfaction through regular communications.• Improved system stability through process improvement, reducing incident and service requests by 75% from the previous year.• Managed team member efforts to provide support and increase efficiency in monthly, $150M plus Securitization program.• Redesigned document management system for $250K cost savings, unifying multi-department processes and improving workflows.• Managed support for proprietary applications like GetPaid, delivering 99.99% uptime and minimal disruption to business operations.• Established data management methods and procedures, integrating disparate systems into unifying business operations, providing 60% efficiency gains.• Led PCI compliance initiatives across the enterprise, confirming adherence to regulatory requirements and avoiding $5K daily non-compliance expenses by implementing measures to mitigate risks, secure data, and assure confidentiality. -
Analyst/Project Manager – Application Transition GroupJcpenney Aug 2011 - Apr 2012Plano, Texas, UsTransitioned 50-plus supported apps to offshore teams in 30 days.• Drove problem resolution and demand management, exceeding group incident reduction goal by 58%, exceeding business support satisfaction goals. -
Senior Support ManagerJcpenney Aug 1996 - Jul 2011Plano, Texas, UsCreated an IT support program for onboarding and continued development of microcomputer specialists.• Monitored vital performance indicators (KPIs) and metrics to identify areas for improvement and drive continuous service improvement initiatives, achieving 99.9% uptime in call center support, avoiding $1M in lost revenue for outages, and reducing support costs by 30%.• Managed a $1M budget, maintaining operating expenses within 3% and optimizing resource allocation to support operational goals.• Coordinated the rollout of 4000+ workstations and servers across multiple locations, meeting all delivery and budget goals.• Drove standards compliance, including documentation, across multi-located call center networks to ensure uptime and avoid revenue loss due to outages.• Delivered exceptional customer service and satisfaction by leading IT support teams across call centers and responding promptly to user needs and concerns, as reported in customer satisfaction surveys.
Jody Dulberg Skills
Jody Dulberg Education Details
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Western Governors UniversityInformation Technology Management -
University Of Wisconsin-MilwaukeeSecondary Education Chemistry/Physics
Frequently Asked Questions about Jody Dulberg
What company does Jody Dulberg work for?
Jody Dulberg works for Brown & Brown
What is Jody Dulberg's role at the current company?
Jody Dulberg's current role is Strategic Leader • IT Infrastructure Operations • Technology • Problem Solver • ServiceNow.
What is Jody Dulberg's email address?
Jody Dulberg's email address is jo****@****usa.com
What is Jody Dulberg's direct phone number?
Jody Dulberg's direct phone number is +160148*****
What schools did Jody Dulberg attend?
Jody Dulberg attended Western Governors University, University Of Wisconsin-Milwaukee.
What are some of Jody Dulberg's interests?
Jody Dulberg has interest in Children, Civil Rights And Social Action, Education, Science And Technology, Arts And Culture.
What skills is Jody Dulberg known for?
Jody Dulberg has skills like Networking, Technical Support, Troubleshooting, Management, Network Administration, It Management, Visio, Business Analysis, Operating Systems, Servers, Windows, Call Center.
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