Responsible for development and implementation of ITSM processes across NYU IT.

* Change Management Process Design and Implementation* Service Level agreements for Infrastructure Services* Metrics portfolio for Infrastructure Services* Infrastructure Service Portfolio Management and Service Catalog* Requirements Analysis during Service Design* Continual Service Improvement implementation

I joined the ITSM team as the analyst for Release and Deployment management, which involved participation in HUIT projects to improve the transition of services into the live environment. This involved taking part in the transition planning for service offerings and giving input drawn from several ITIL lifecycle stages and processes to define deliverables. This role evolved to become Service Catalog management, in which it I was responsible for HUIT’s Service Catalog and its expression via the site and other tools. I also owned Knowledge Management, which encompassed responsibility for knowledge assets within the organization and operating in-house and outsourced training programs. In addition to my role above I took part in operating and improving the Major Incident process, serving as on-call Incident Commander in a team rotation out of hours.

Leading a team of 23 full- and part-time staff to deliver Service Desk, technical support, field engineer, user administration and software distribution services to 2,000 faculty and staff and 22,000 students in a mixed Windows, Macintosh and UNIX environment. Budgetary responsibility for support services. Level 3–4 consultancy/support to technicians and College technical staff. Responsible for handling of security incidents. Responsible for services to mobile devices (Blackberry, iPhone). Specification of PC and Macintosh hardware for faculty and staff. Member of Change Advisory Board. Member of Software Advisory Committee. Steering Committee on CRM in University-wide Oracle PeopleSoft introduction and technical lead for PeopleSoft client deployment in College.

Independent consulting work to organizations in my business and social networks.▪ Carried out complete audit of San Francisco retail company infrastructure▪ Delivered data protection and continuity plan to San Francisco retail company▪ Designed production architecture refresh for Bay Area new media company▪ Network security and performance consultancy to Bay Area K–12 school

I was retained for a short period to troubleshoot network issues and work on a Single Sign On architecture for a mixed Windows, Macintosh and Linux environment.▪ Addressed lack of documentation of existing network infrastructure by performing detailed audit▪ Stabilized and optimized performance of wired and wireless networks by implementing best practice design▪ Established that no current free solution for SSO was acceptable by building lab environment and testing designs

Server operations for groupNetwork operations for groupUK IT operations

Server operations in UK, France, Germany.UK IT operations.Due Diligence on technical and HR capabilities of acquisition targets in Europe.

Windows desktop, Windows NT and Novell Netware Level 3 support. Windows NT and Netware education. Teaching advanced Excel, Access and Visual Basic usage.Comprehensive technical education of Level 2 support staff in the University.