Keith Lyon Email and Phone Number

-Design – evaluate technical designs for customer systems, review test plans, build proof of concepts and participate in design reviews to ensure alignment with customer’s business requirements.-Closure – participate in post-project debrief sessions, archive intellectual property and transfer knowledge to Engineers and Managed Services and Practice teams.-Operations – take practice business plans and create technical roadmaps and strategies for implementation and operations, drive updates to CDW's Operations Framework and establish cross-technology designs and plans. Creation of tools is also part of the role.-Coaching and Development – collaborate with Product Managers, Professional Services Managers and Managing Consultants to build staff and training plans for new effective implementation of Advanced Technology Solutions, provide troubleshooting support for CDW Engineers and on-the-job mentoring for to - be Technical Architects, as required by Engineers.-Knowledge Sharing and Training – work with Product Managers, Professional Services Managers, Managing Consultants and Training Managers to develop training curriculum for new Advanced Technology solutions. Deliver or facilitate technical training to Engineers, contribute, lead or own internal online discussion groups and virtual team meetings.-Technology Labs – lead the build-out of engineering labs. This includes driving procurement strategies, vendor early-field trials (EFT’s), and lab documentation and administration.Intellectual Property Development – build standard operating procedures for solution implementation and support, author technical white papers, construct tools and processes to reduce the cost of delivering projects, create a standard Engineer toolkit, build virtual labs for internal, hands-on training, implement and deliver customer training and present at vendor partner conferences.

Provide configuration, development, and technical consultative support to customers currently implementing or upgrading their ServiceNow Employee Workflow Delivery platforms while leveraging ServiceNow best practices. • Successfully led the technical delivery of 9 different HR Service Delivery projects, including five full new implementations, one data migration project, and four upgrade support projects. • Reimplemented and simplified a complex HR Lifecycle events implementation that had not been usable by the client since it was first implemented. Reduced the amount of time required to deliver a new hire offer letter from a few weeks to a few hours. • Supported a large implementation of over 50 catalog items for a large U.S. financial firm. Provided automated solutions for performing re-attestations of telecommuter agreements and knowledge articles with highly positive customer feedback. • Led a successful HR Data migration project where I provided business process consulting services while training a new technical consultant. This included leading the customer workshops, managing sprints, leading individual story unit testing sessions with the customer, helping to create UAT test scripts, and coordinating UAT sessions.• Led a large and complex, multiyear implementation to deliver a custom portal, HR Service Delivery, Lifecycle Events and a custom anonymous whistleblower solution, for a large financial company. This involved coordinating and overseeing work for 10+ technical consultants, working directly with the customer to help them build a road map, pushing back as necessary and possible to ensure best practices were followed.

Work with the HR Information Services department at a major Richmond, VA based hospital to transform their operating model and implement best practices in Data Management and IT Operations. • Implemented a project management program to help improve visibility into services provided by the client to the remainder of the HR organization, leading us into a larger HR-wide initiative to implement a similar project management program. • Interim Administrator for the client’s HR Service Portal, HR Global Application, and Knowledge Management Application, including researching and addressing break-fix issues, monitoring system logs for anomalies, ensuring patch levels remain current, as well as development for new enhancement requests as identified. • Implemented a basic agile release/change management program to improve visibility, prioritization, and scheduling so the client can effectively prepare for and communicate the changes, as well as provide visibility into the backlog so the client can plan for strategic growth of the platform.

Led a cross functional team managing and/or supporting key enterprise wide ITIL processes including: Change, Incident, Problem, and Request Management. Accountable for all data analytics as it relates to all ITIL processes. Strengthened Controls and increased efficiency in the enterprise by delivering process improvements and large scale initiatives. • Developed and executed strategies that supported strategic acquisitions representing 7 geographically dispersed sites and approximately 3,000 workers for Change and Request Management.• Developed and implemented an automated, statistical risk scoring system for the change management program utilizing a combination of SQL and SAS coding, machine learning, and Control-M schedules to automatically score changes as they enter the system. This risk scoring system will improve the detection of changes likely to cause a high severity incident by 200%. • Enabled new Change Advisory Board (CAB) process by developing advanced dashboards to identify and provide necessary detail to changes requiring CAB review. Change caused incidents have been on the decline since the implementation of this process. • Managed comprehensive change management compliance process to support internal audit and OCC regulations. • Developed an enterprise level ITIL reporting suite utilizing Teradata SQL and Tableau. The reporting suite utilizes advance filtering to provide visibility and drive strategic decisions at any level between enterprise to individual reporting team. • Increased end user experience and efficiency as well as strengthened controls by assessing, questioning, and modifying level of oversight on certain required activities of the change management process. • Product Owner for Change Management module (HP Service Manager). Developed and maintained a product road map and strategy. Worked with HP Service Manager technical team to prioritize and schedule product release content.

Lead for centralized access management team to ensure appropriate access to all workers for a ~50,000 person organization. Ensured all processes were in compliance with SOX controls and maintained passing SOX tests for duration.• Cross functional management of and Access Recertification process and 2nd level support team. • Provided subject matter expertise and support during the implementation of a new access certification tool, including but not limited to: Communications development and strategy, process development, documentation redesign, end user training. • Improved efficiency, end-user experience, control strength through various process improvements. • Supported integration activities for Chevy chase conversion. This involved collaboration with multiple support channels, development of minute by minute procedures, and making adjustments as anomalies surfaced. • Increased throughput of access removals due to access certifications while maintaining current staffing levels and timeframes. • Utilized Oracle SQL, Oracle Hyperion Dashboard, and other tools to develop metrics, reporting, and perform analysis on team performance and identify anomalies.

Team lead on Capital One account providing well-managed Access and Identity Management operations.• Provisioned/De-provisioned user accounts via requests received through Capital One’s access provisioning system. • Developed tracking method to determine status of quarterly access recertification cycles resulting in the first known completion of one of these cycles. • Key team member in reducing the effort of quarterly access certifications by 50%. Report cycled moved from a 12 week process to a 6 week process.