Timothy First Email & Phone Number

Kalamazoo, MI, US

GB

GB

Southfield, MI, US

• 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.

Dublin, County Dublin, IE

• 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.
• 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.
• 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.

Dublin, County Dublin, IE

• 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.

Dublin, County Dublin, IE

• 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.
• Managed / upgraded technical controls such as: firewalls, intrusion detection / prevention, vulnerability management, endpoint security, web content filtering, SPAM filtering, etc.

East Lansing, MI, US

• 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.
• 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.

East Lansing, MI, US

• 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.

Ms, Business Administration Specializing In Global Administration

Coursework Towards Doctor Of Law (Jd)

Bs, Business Administration Specializing In Organizational Leadership