• Developing strong relationships with CIO and business leaders to understand the client’s vision and how ServiceNow plays in their digital transformation journey. Translate business objectives to outcomes into a customer roadmap• Enterprise architecture o Responsible for analyzing and translating business information and technical requirements into an architectural blueprint that outlines solutions to achieve complex business objectives o Engages with customer enterprise architects to position ServiceNow as the digital transformation platform integrated with the core systems o Establish and manage technical governance processes• Drive solid instance health by reviewing and guiding the remediation of configurations that do not align to ServiceNow best practices.• Work with clients and ServiceNow teams to establish delivery operating model governance to ensure successful go-lives, end-user adoption and on-going support• Advocate/champion ServiceNow’s advisory and expert services best practices and industry use cases with clients• Contribute thought leadership (methodology and white papers) on how Advisory, Expert Services, and Co-Delivery can optimize to achieve customer outcomes• Guide a customer down a prescriptive solution design and manage through the technical implementation decision points• Define solutions across the platform that align to out of the box capabilities• Support the sales effort scoping and estimation that refine the customer vision and capabilities into activities and esti

Information Solutions Technical Consultant providing pre-sales service and support to internal and external customers with a focus on supporting the Sales Team in working with customers on their IoT Digital Transformation journey.Summary of some responsibilities include:-Respond to RFIs and RFQs-Work with Rockwell sales representatives on sales strategies, plans and execution-Present qualitative and quantitative value of the proposed solutions-Create custom presentations and documents that clearly state customer business problems and Rockwell solutions and benefits-Communicate with customer IT representatives to understand customer IT infrastructure and policies and to present solutions that fit into customer IT environment-Provide guidance to customers and implementers on ways to deploy proposed products including alternatives and their costs and benefits-Work with deployment teams (internal or partners) on deployment strategies and specific proposals as needed-Prepares technical materials, presentations and tools to improve sales force effectiveness.-Evaluates products and provides feedback on product features and performance.-Serves as technical expert for pre-sale customers and internal events.-Develops product enhancements to be used by various delivery teams in order to either extend existing product functionality and/or to improve development efficiency.-Serve as RA technical representative to industry associations and standards committees.-Customer focused attitude.-Works on issues of diverse scope where analysis of data requires evaluation of identifiable factors.-Demonstrates good judgment in selecting methods and techniques for obtaining solutions.-Normally receives little instruction on day-to-day work.-Is a self-sufficient knowledge worker.-Receives guidelines and goals on new assignments and is expected to develop their own plan to achieve these goals.-Ability to manage an ad-hoc team of individuals in order to meet a project goal.

Responsible for overseeing Global Information Services operations at the York, PA manufacturing location. Single point of contact for all IT activities and active member of the Manufacturing Leadership Team. Ensured technology requests were initiated properly, oversaw daily support activities, and managed deployed services and integrated processes to achieve targets and metrics. Managed a distributed resource team of internal and external members. Responsible for Business Relationship Management with the factory. Acted as advocate for business stakeholders when interacting with Global Information Services. Aligned company strategies to needed technology initiatives. Liaison between Global Information Services and business stakeholders for negotiating SLA, guiding principles, outages, and support staffing. Also responsible for Technology Asset Management.Created over $100K in savings by streamlining support with existing salaried team members and eliminated contingent resources. Was able to save money and provide additional development opportunities to salaried reports without negatively impacting the quality of support being provided to the factory.Change Success - 94% success changes that touched the York factory from a global information services standpoint over the last yearRisk Remediation - 92% security patching compliancy for hundreds of devices in the factory over the last yearDowntime Reduction - 39% IT-related downtime reduction over the last year and 99% of shifts with 0 minutes of downtime reported.Start Up Success - 96% plant startup success rate from an IT standpoint over the last year. Starting the shift successfully sets the tone for the rest of the shift, and smooth startups are critical to meet safety, quality, and delivery goals.

Responsible for leading the IT support function at the York, PA manufacturing location. Provided leadership to ensure operational processes were defined, delivered, and sustained. Interfaced daily with operational leaders and maintained strong stakeholder relationships with the business to maximize IT value. Ensured personalized IT support was provided and facilitated the planning and execution of technology changes to operations. Funneled requested changes (enhancements, projects, fixes) to appropriate GIS team for prioritization/approval. Worked with operational leaders to ensure performance metrics met customer expectations. Accountable for all IT specific support processes and Continuous Improvement initiatives. Primary point of contact for escalations on incidents, service requests, and support 24x7.

Responsible for the day to day IT support at the York, PA manufacturing location, supporting multiple applications and systems. Accountable for standardized work, process adherence (Incident, Change, Problem), and reporting/metrics. Worked closely with Engineering and Help Desk resources to form a cohesive team supporting the business. Provided personalized IT support across the entire manufacturing value stream. Executed and sustained standard, repeatable processes. Documented incidents, assessed impact, and troubleshot/escalated accordingly. Identified and implemented continuous improvement opportunities. Provided “feet on the street” support, working closely with other IT areas. Provided startup/system validations after maintenance activities.

During this 4 year window I held roles as Associate Technical Services Specialist, Technical Services Specialist, and Senior Technical Services Specialist. Responsible for day to day Help Desk support at the York, PA manufacturing location, supporting multiple applications and systems. Accountable for tracking requests, tasks, issues, and problems through several different ticketing systems through the years. Responsible for hardware deployment, troubleshooting, and support (Desktops, Laptops, Scanners, Printers, Touchscreen Monitors, iPhones, and more). Held to strict SLAs to ensure timely support to customers.

Typical Help Desk support during a 2 year internship with Harley-Davidson Motor Company.