• Designed, established and led ServiceNow business unit with cost and profit center responsibility.• Delivered consistent growth with multi-million dollar revenue target.• Established and grew partnership level with ServiceNow to second highest tier attainable – Premier Partner.• Designed, implemented and managed hybrid onshore / nearshore / offshore delivery functions including organization design, employee recruitment, and performance management.• Delivered financial results consistently exceeding targets while managing expenses below targets.• Designed consulting, managed service and resale service offerings with complete responsibility including costing, delivery organization and marketing.• Designed and introduced highly differentiated service offerings in a crowded marketplace based on economies of scale, service reliability and service quality.• Introduced managed service offering, including branding, offering collateral, contracts, resourcing, delivery mechanism and management tools to establish large portion of revenue in long-term contracts.• Engaged with customers during pre-sales, sales and post-sales process to introduce and explain offerings of SerivceNow Practice and other areas of Stefanini.• Created business value propositions, elevator pitches, competitive intelligence documentation, solution briefs and other materials along with training multi-discipline sales people on how to sell ServiceNow related work. • Led consulting engagements assisting customers in areas such as strategic road mapping, governance, business alignment, process optimization, portfolio management, application rationalization, end user engagement and resource optimization.• Advised organizations on optimal organizational change management practices in order to ensure high level of adoption of changes.• Designed and implemented complex ServiceNow configurations, customizations, modules and applications to address complex business issues identified by customers.

• Managed multiple global teams with direct responsibility for all global service desk, customer advocacy, onsite support, operations, data centers and asset management.• Led and architected project to upgrade corporate assets to Windows 7 utilizing custom-designed automated workflow, communication and coordination process and tools resulting in successful, under budget, global upgrade with minimal customer interruption.• Led cross-functional, global, design and implementation of incident management, request fulfillment, knowledge management and asset management processes and tools utilizing Service Now resulting in increased first level resolution rates and decreased average customer wait times without increasing staffing.• Designed and implemented custom capacity and availability management processes and tools to integrate multiple vendor tools with standardized incident management processes• Led and managed cross-functional design and renovation of enterprise datacenters implementing energy and cost-saving features resulting in reduced operational risk, increased system reliability and increased efficiency.• Re-negotiated contracts with key technology vendors reducing average spend while increasing resource availability.• Optimized leasing program, increasing predictability of asset allocation, reducing asset unit costs and improving overall customer service.• Optimized print fleet decreasing number of printers, renegotiating pricing of multifunction devices resulting in reduction of overall print spend.

• Managed multiple teams responsible for information security, service desk, operations, data center and asset management.• Developed and executed initial phases of comprehensive identity and access management program.• Created comprehensive, global information technology governance framework based on ISO 17799/27000 with direct alignment to COBIT/COSO. • Reduced utilization of non-critical software saving on software costs. • Redesigned asset management process to create efficiencies and eliminate work backlog without increasing staffing.

• Managed US-based information security team responsible for ensuring security of all systems throughout the globe.• Aligned information security objectives with business objectives through risk-based application of controls to ensure that compliance requirements are met in the most efficient fashion.• Expanded controls to be globally deployed across enterprise while decreasing expenses by 40%. • Created and maintained policy and technical control framework in alignment with global regulatory requirements including: Sarbanes Oxley (SOX), FDA 21 CFR Current Good Manufacturing Practices (cGMP), European Union Data Protection Directive, US State privacy laws, US Federal Rules of Civil Procedure (e-discovery) and other applicable laws/regulations. • Managed / upgraded technical controls such as: firewalls, intrusion detection / prevention, vulnerability management, endpoint security, web content filtering, SPAM filtering, etc.

• Designed and implemented network infrastructure driving scalability and redundancy of critical systems.• Planned and coordinated datacenter redesign and relocation resulting in 20% reduction of cooling utilization, optimization of power usage and streamlined network configuration.• Created internal service offering to host and manage web, application and database servers including standardized implementation, support and hosting plans.• Designed, and implemented enterprise credit card and ACH payment system processing over $110 million annually and saving over $1.5 million annually and be fully compliant with Payment Card Industry Data Security Standard (PCI/DSS) and coordinated migration of over 350 individual merchants to centralized system.• Personalized consultation and support of numerous high-visibility offices within the university including The Office of the President and Vice President of Student Affairs.• Established policies and procedures to create standardized, repeatable processes within business unit. • Designed, implemented and managed complex, multi-layer information security technical control infrastructure including: firewalls, intrusion detection / prevention, antivirus, change detection, vulnerability management.• Procured, Installed, and Maintained client / server hardware housed including forecasting of system usage, installation of hardware, installation of operating system, configuration of servers, and patching of servers.• Advised developers on technical direction, application design, database design, and overall process flow.

• Design, development and implementation of online web-based call tracking system and self-service customer portal.• In person and phone support of customers over phone of customer issues ranging from hardware failure to application assistance.• Coordinated and executed multiple hardware refresh and upgrade projects.• Managed user accounts, permissions, home directories and printers.