Develop, position and provide product-specific solutions for healthcare customers during sales cycles while achieving quarterly and annual sales goals. Act as a trusted advisor to customers in their digital transformation initiatives. Lead discovery workshops to determine customers' challenges and give product demonstrations to align solutions with customer business objectives. Guide strategic programs for customers to plan transformation and adoption roadmaps. Answer product feature and technical questions from customers, channel partners and colleagues.

Leader and evangelist for IT Service Management, ServiceNow and IT Service Desk. Established Service Management Office, including ITSM strategy, Organizational Change Management, process documentation and continual improvement framework. Established Agile SCRUM-based process and testing framework for ServiceNow enhancements. Process Owner for Incident, Request and Knowledge Management. Champion for using reports and dashboards to drive decision-making at team and departmental levels.

Overall responsibility for ensuring processes and standards are applied throughout Information Technology in order to provide a highly reliable and predictable service offering. Evangelist for ITIL best practices across the UVM Health Network. Implemented ServiceNow as the network's service management tool to document and track all IT requests, projects, resources and outages; implemented IT Service Management and IT Business Management suites. Acted as process owner for change management, problem management, and disaster recovery planning.

Led Information Services teams managing Infrastructure (datacenters, servers, storage, database, networks, telecom) and Client Services (service center, deskside support, desktop engineering, application access). Drove and directed initiatives for new multi-hospital system, including sourcing agreements, interstate network connectivity, data exchange, help desk services, and establishment of system-wide policies. Directly led or oversaw transformational projects such as new datacenter program, driving server virtualization to 70%, rollout of virtual desktop infrastructure, migration to Windows 7, upgrade of entire NetApp storage environment, upgrade of the Electronic Health Record infrastructure, expansion of ITIL-based work request system, establishment of formal “team lead” career track, cloud-based infrastructure monitoring, and proximity-card authentication system. Partnered with Supply Chain to formally integrate cost-based analysis and market baselining within vendor negotiations, leading to significant reductions and increased benefits for multi-year contracts with Microsoft, VMware, NetApp, and others

Manage teams supporting Windows servers, VMware, NetApp, Unix servers, VMS and SQL/Oracle database administration.

Various roles of increasing responsibility within the Global Windows Server Support team, leading teams across the U.S., India and Singapore. Roles included Team Leader of SL2 Support, Global Coordinator of Support Offshoring, and Manager of US Windows Server Support team.

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General Manager and trainer for the Manhattan branch of a Microsoft Authorized Technical Education Center

Supported Novell & Microsoft enterprise products at client sites. Instructed Microsoft & Novell certified classes; designed & delivered custom courses for clients.