Using Technology Competitively.

IT Strategist, Architect, and Transformation Leader.

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My Expertise

IT Strategy

Defining where you need to go, and why.

Developing Strategic Paths and Directions

I specialize in developing strategies based on organizational appetite and readiness, that provide the path and guardrails for technology modernization.

  • Aligning IT Strategy to Business Objectives
  • Technology Portfolio Management
  • Mergers, Acquisitions & Integrations

Enterprise Architecture

Architecting for the modern enterprise.

Modern EA Framework

I develop a best of breed architecture framework that serves as an effective guide for strategy and operations, evolving as business needs change.

  • Distributed Cloud Architecture
  • Design Iteration & Refinement
  • Orchestrating Outcomes

FinOps

Maximizing ROI on tech spend.

Fiscal Stewardship

I dissect and analyze IT budgets to reevaluate products & services and optimize investments based on evolving business needs and direction.

  • Strategic Vendor Partnerships
  • IT Portfolio Rationalization
  • Supply Chain Efficiencies

Cybersecurity

Secure by design.

Omnipresent Security & Risk Mitigation

I ensure that security is foundational and pervasive with a strong focus on threat & vulnerability management, risk reduction and regulatory compliance (HIPAA, PCI, SOX, ITAR).

  • Zero Trust Architecture
  • Identity-First Security
  • Business Continuity & Disaster Recovery

Engineering & Operations

Managing IT operations on a global scale.

Global IT Experience

I've managed IT and cybersecurity engineering & operations in over 15 countries, including outsourced infrastructure and applications support teams.

  • Hybrid Cloud & AI Innovation
  • Data Center Management
  • IaC & Observability

Industry Experience

Perspectives from multiple sectors.

Multi-industry Experience

I have worked in healthcare, engineering, manufacturing, military aerospace, software development & IT reseller environments.

  • Diverse Experience Horizon
  • Industry-specific Awareness
  • Wide-ranging Perspective

IT Service Management

Optimizing service delivery.

ITIL-based Best Practices

I use ITIL best practices to refine & improve processes and increase automation to deliver better user experiences.

  • Deep ServiceNow Expertise
  • Service Design & Service Delivery
  • Process Mining & Continuous Improvement

People Development

Building functional & mature teams.

Talent Development and Coaching

I invest in better understanding my team, their talent and capabilities to mentor, coach and upskill them to deliver their best.

  • Succession Planning
  • Skill & Maturity Heatmaps
  • Leadership & Technical Training

OCM

Ensuring change is meaningful.

Guiding Change to Ensure Success

I am empathetic about how technology changes affect organizations and plan for it, to deliver successful outcomes and business value.

  • Organizational Change Management
  • Proactive Stakeholder Communication
  • Continuous Feedback Loops

Selected Work: Case Studies

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ITSM Modernization

Revamped ServiceNow and modernized ITSM operations.

Challenge: Transform a stagnant ServiceNow instance and mature ITSM operations

The solution: Following a deep platform assessment, I created and launched a multi-year transformation program to modernize the ecosystem. Key actions included:

  • Platform Realignment: Instituted a multi-step roadmap to do annual upgrades, perform data cleanup and revert to out-of-the-box workflows.
  • Process Optimization: Executed targeted projects to overhaul the Service Catalog, request, incident, and change management processes.
  • Workflow Simplification: Led efforts to simplify the Service Catalog and redo workflows to simplify requests & task assignments; implemented automation for approvals and request fulfillment.
  • Reporting & Visibility: These efforts provided better reporting to provide requestors, fulfillers and managers with real-time visibility to status of requests and where delays were occurring.
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Secure Digital Transformation

Evolved network security by moving to a zero trust model.

Challenge: Fragmented network security ecosystem providing a disjointed user experience

The solution: After evaluating current state and talking with peer organizations, I spearheaded an effort to modernize and transform the digital experience by migrating to a zero trust platform. Key actions included:

  • Partnering with Info Sec: Led a partnership between the offices of the CISO & CTO to develop a program to solve the problem jointly: with input from both teams with shared responsibility & accountability.
  • Toolset Rationalization: Created a matrix of tooling being used and identified capability overlap and sunset opportunities for each as part of the transformation program.
  • Platform Approach: Opted for a platform to support the transformation to gain greater visibility with a unified dashboard for multiple teams to view and better understand user context.
  • Increased Security Posture: Modernized multiple aspects of cybersecurity: established a zero trust model where security and policy followed the user everywhere and on any device with protected access to hybrid workloads and apps.
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Hybrid Cloud Enablement

Strategized and operationalized a hybrid cloud model.

Challenge: Heavy on premise footprint with no cloud strategy or presence

The solution: I led the development, planning and execution of a hybrid cloud strategy & adoption initiative, with a phased implementation and day 2 operations support plan.

  • Pragmatic Strategy: Created a comprehensive hybrid cloud strategy designed to move with the pace of the business.
  • Using a Phased Approach: Co-led a partner engagement to create and implement a phased cloud landing zone in Azure & AWS
  • Program Management: Oversaw the implementation and devised a Day 2 operations support plan.
  • Operational Excellence: Transformed on premise to hybrid cloud operations, creating a solid foundation for future growth.
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FinOps Strategy

Rightsizing the relevant IT investments.

Challenge: Large spend with multiple vendors and no product portfolio or cost management

The solution: I led the creation of a IT product portfolio in ServiceNow and developed a product purchasing and service consumption model to optimize technical investments and improve cost visibility.

  • Vendor Rationalization: For each tech vendor, created & maintained a product portfolio that we needed and would actually use.
  • Agreement Justification: Consolidated multiple agreements and negotiated better terms with vendors to eliminate redundancy and reduce spend.
  • Aggressive Vendor Management: Jettisoned certain vendors and transitioned to a select few strategic partners.
  • Price Predictability: Created a price predictibility model to improve budgeting and forecasting.
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Enterprise Architecture

Designing for the modern enterprise.

Challenge: No enterprise architecture and limited strategic alignment to business goals

The solution: I created a flexible enterprise architecture framework that gradually expanded its scope to show how technology can support business objectives and enables rapid innovation.

  • Documenting Current State: Documented the current state and future vision for the enterprise architecture.
  • Creating a Technology Portfolio: Created a IT product portfolio to show what was in use & what was not, highlighting what was needed vs what was not, and identigied gaps and opportunities.
  • TOGAF-Aligned: Instantiated an Architecture Review Board and supporting processes for cross-functional input and alignment.
  • EA Standards: Defined and communicated standards and guidelines for technology adoption and governance.
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Global IT Operations

Managed service delivery in 15 countries.

Challenge: Disjointed and ineffective IT support for multiple countries not in the Americas

The solution: Built a follow-the-sun support model using a global support operations group, located in strategic locations worldwide, offering 24/7 support for international manufacturing and engineering sites.

  • Instantiating a Global Support Framework: Partnered with other P&Ls in my vertical to institute a global support framework.
  • Vendor Negotiation: Negotiated with multiple offshore IT service vendors to create a unified support model.
  • Support Process Optimization: Scrutinzed and optimized support processes to achieved over 95% First-Call Resolution (FCR) across the organization.
  • Global Team Management: Managed diverse outsourced teams in India, Europe, and Asia.
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Contact Center Modernization

Unifying customer service experiences.

Challenge: Multiple contact centers on different platforms with inconsistent service quality and limited integration

The solution: I created and led a modernization program to unify customer service experiences.

  • Platform Implementation: Led a project to unify all contact center solutions to a single, modern platform.
  • Contact Center Consolidation: Migrated all contact center operations to a single, unified platform over multiple years.
  • Workflow Enhancement: Optimized call workflows, introduced automation and faster routing for multiple contact centers.
  • Continuous Improvement: Created a "Voice of the Customer" feedback loop for continuous improvement.
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Organizational Change Management

Guiding the organization through major changes.

Challenge: An IT-change weary organization tired of constant disruptions

The solution: I created a cross-functional team to participate in the change process and implemented a structured change management approach.

  • Super User Network: Implemented a "Super User" network to identify, engage and empower power users to be the champions of the new tools, gather feedback and implement improvements, both prior to and after go live.
  • Stakeholder Communication: Developed comprehensive stakeholder communication plans, using Super Users to develop the messaging, spread the word and drive adoption amongst business stakeholders.
  • External Partner Support: Brought in OCM change experts to deliver the messaging, gather feedback and established a feedback loop with multiple IT and business teams to ensure stakeholder engagement.
  • Lunch and Learn Sessions: Organized regular lunch and learn sessions for employess to join, listen in, ask questions and be curious about upcoming IT changes, resulting in improved adoption and engagement.

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Available for fractional engagements and executive consultation.

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