Sr. IT Service Management Consultant

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Matt
Specialties:
Organizational Change Management
DevOps & Agile IT Operations
ITSM Strategy & Tools
IT Governance
Experience:

Matt is an exceptionally customer focused executive with extensive enterprise IT strategy and operations experience. Strong technical and cultural leadership skills that can build or bring the team to support business goals. He has proven experience with highly scalable and durable infrastructures and applications, as well as demonstrated expertise in managing highly available and agile environments that achieve business objectives and drive market growth.

Resume:

Sr. IT Service Management Consultant
QUALIFICATION HIGHLIGHTS
  • Strategic and trusted advisor to CIOs of fortune 500 companies
  • Strong business relationship management skills, with a focus on business agility
  • Recognized in the industry for Enterprise Service Management platforms
  • Deep domain expertise in Investor/Broker, Retail Banking, Insurance, Healthcare, and Manufacturing
EXPERIENCE
ISM / President of Commercial Services
2014 – 2015
  • Led divisional growth through rebranding efforts of service delivery and value position. Supported sales efforts with C-Level strategy discussions
  • Spearheaded formalizing processes for sales, marketing and strategic account management
  • Crafted 5 year strategic roadmaps to create a sustainable commercial offering
  • Deployed scalable cloud based collaboration and management platforms for improved operational efficiencies
Acorio / VP of Strategy
2013 – 2014
  • As part of the founding team for VC backed ServiceNow implementation startup, designed the services architecture, go to market strategy, and led business development efforts
  • Drove revenue from $0 to over $2M in less than 12 months by campaigning value of services, setting direction on IP differentiation, and generating in-bound lead marketing systems
  • Reported to board on market strategy, competitive landscape and emerging opportunities
  • Championed innovation culture and operational agility
Smak / CEO/Founder
2011 – 2012
  • Set strategic vision, market focus and product development direction for SaaS based Social Media and Email BI platform
  • Led fund raising efforts with investors, focus group user feedback sessions with customers, and handled all sales, marketing and fiscal responsibilities
  • Deployed highly available fault tolerant Amazon, Rackspace and GoDaddy cloud infrastructures
  • Led internal audit security and compliance measures
  • Scrum master for project delivery, MVP definitions and sprint timelines
  • Led user focus groups and set feature release and prioritization timelines
Inforonics / CIO/VP of Marketing
2009 – 2011
  • Executive oversight for IT and Marketing of Tier2 SAS70 compliant hosting services and customer support operations
  • Operational support for over 2000 nodes and 200,000 users in a multitenant, multi-platform distributed environment
  • Instituted a cultural change program through ITIL trainings and simulations to technical and non-technical staff members
  • Started customer focused IT Support weekly webcast series to improve customer awareness of service improvements and offerings
  • Participated in on-site customer sales and business review meetings
  • Drove business improvements by increasing net new sales and deal size by creating integrated marketing based inbound lead generation and tracking systems
  • Supported marketing efforts by speaking at local and national conferences
Vigilant Enterprise Solutions / CTO
2004 – 2009
  • Executive founder providing business strategy, enablement and sales support
  • Provided strategic direction for service offerings in Service Strategy, Service Design, Service Transition and Service Operations practices
  • Strategic business consultant for clients designing system validation platforms, enterprise monitoring platforms, and service desk solutions
  • Provided ITIL training to all Vigilant staff and built external training program for certifying client staff
  • Provide marketing support through leadership and speaking at industry events. (Sample clients: The Hartford Insurance Group, Regions Bank, Peoples United Bank, LabCorp of America, XL Global, Tyco Electronics, Partners Healthcare)
Softsense / CTO and Chief Architect
2001 – 2004
  • Executive team member providing business enablement and development
  • Practicing consultant for IT Service Management (ITSM), Infrastructure Monitoring, Application Performance Management (APM) solutions. (Sample clients: CGU/One Beacon Insurance, The Hartford Insurance Group, Hartford Steamboiler, Prudential Insurance, Fidelity, Johnson Controls, USPS, Tennessee Valley Authority)
Modus Media/Stream/Corporate Software / VP of IT Global Operations
1995 – 2000
  • Responsible for global operation of WAN, telecom services, and data centers in Tokyo, Holland, Sydney, Utah, and Massachusetts
  • Managed team of architects and engineers with oversight of internet based business to business systems, desktop support, storage platforms, and help desk
  • Supported 7300+ associates globally through shared services
  • Global project manager for Y2k audit and compliance, system refresh and re-platforming projects
  • Deployed global integrated IVR, VoIP, Voicemail platform
  • Oversaw Windows 2000 global desktop refresh project
  • Lead technical project manager for CRM (Kana) and ERP (IFS) implementation
  • Business relationship manager to major customer supporting $4.3B of revenue in 1999
EDUCATION
American Intercontinental University / Associates
2003, CHICAGO, IL
  • Associates of Business Administration
Newbury College / Partial
1996 – 1997, BOSTON, MA
  • Partial degree in Marketing and Communications
ADDITIONAL INFORMATION
Certifications:
  • Udemy, Online — Lean Startup Methods Eric Reis, 2012
  • G2G3, Edinburgh Scotland — ITSM Polestar Certified, 2009
  • Executive Sales Training, Southboro, MA – Kurlan Associates, 2008
  • Pink Elephant, Toronto Canada — ITIL V3, 2007
  • Pink Elephant, Toronto Canada — Executive IT Certification, 2005
  • Pink Elephant, Toronto Canada — ITIL V2, 2005
  • Mercury Interactive, Sunnyvale, CA — Topaz 4.0. 2004
  • ADIX, American Fork, UT — Cisco Certified Internet Engineer (CCRC, CCNP), 1999
  • ADIX, American Fork UT — Cisco Certified Network Administrator (CCNA), 1998
  • Sylvan, Provo, UT – Microsoft Certified Systems Engineer (MCSE), 1998
  • Sylvan, Provo, UT – Microsoft Certified Database Administrator MSSQL (MCDBA), 1998
  • NetGuru, Chicago IL – Certified Internet Security (RSA, SSL and IDS) 1997
  • NetGuru, Chicago IL – Certified Webmaster (Netscape and IIS) 1996
  • Minuteman Technical, Lexington, MA – Certified Computer Programmer (1990)
Skills:
  • Strategic Planning
  • Vision Setting
  • P&L responsibility
  • Vendor Relations
  • Global Sourcing
  • Marketing of ITSM best practices, Cloud and SaaS, Lean Processes, DevOps, Agile, User/Customer Experience
  • ITIL V3 certified & previous instructor
  • Strong ability to manage technical teams and provide project oversight for: ITSM/PPM (Servicenow, CA, HP, SalesForce, Google Apps, Cherwell), Cloud (Amazon, Office365, Rackspace), Mobile (IOS, Android, Windows Mobile), Database (Oracle, SQL, MySQL), Applications (.Net, J2EE, PHP, Zend, Cake, LAMP, HTML, CSS, WordPress) Network Infrastructure (LAN, WAN, Firewall), Server / OS (Unix, Microsoft, Linux, VMWare, Docker)
 

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