Georgetown University

Drew University

Strategic IT Leader

•	In addition to all responsibilities of the Deputy COO, oversees Unified Communications (phones, AV, video conferencing, Citywide video surveillance systems, etc.), The IT Command Center, and IT for critical City departments such as Public Health, Water, and Law (over 250 staff in total). 
•	Leading 5-project, 5.5M effort to improve business continuity, disaster recovery, and ransomware resilience in enterprise systems.
•	Working with Unified Communications teams to deliver an integrated standard conference room experience.

City of Philadelphia

Chief Operating Officer (Interim), Office of Innovation and Technology

•	Provides strategic and operational support to COO and CIO; responsible for implementation strategy and tactics for communications, service delivery, and key OIT and Operations programs 
•	Responsible for overseeing and setting strategic and operational direction for core, City-wide enterprise technologies and services (8 units, approximately 70 FTE) including: 
o	The City’s primary data center and core infrastructure (virtual server environments, backups, data storage, file transfer supporting critical City functions) 
o	Microsoft cloud and on-premises environments (including Office 365/email/Teams, authentication and authorization, endpoint management for laptops and desktops, endpoint security, over 400 Windows servers) including standards and security baselines
o	A portfolio of 100+ projects for OIT Operations and in support of OIT and departmental project success
o	OIT Support Services (help desk, desktop support, procurement, asset/license tracking, lifecycle, and endpoint management for departments with centralized and distributed IT; escalation and ticket management citywide)
Organizational transformation and maturation
•	Identified service, security, practice, and departmental relations gaps; developed a modified staffing model and common goals approach to address and mitigate
•	Matured practices by prioritizing creation of internal procedures and standards, adopting Agile techniques, improving project review and change enablement processes 
•	Created dedicated units to address gaps in endpoint control and deskside support
•	Formed a discrete project management team for OIT Operations; instantiated annual project prioritization exercises; supported creation of common project artifacts, adaptive processes, and practices including communications and adoption planning
•	Restructured large software licensing contracts to deliver greater value and capability

Deputy Chief Operating Officer, Office of Innovation and Technology

•	Directed IT professionals (system administrators, desktop and help desk technicians, project managers, data and software engineers) supporting 11 Public Health program divisions and their individual missions
•	Transformed a traditional server and desktop IT shop to a full-service modern IT organization able to support diverse departmental and divisional needs, making best use of OIT resources and standards 
•	Established groups to address gaps with data and project governance at an executive level
•	Introduced adaptive project process and IT solution/security review, allowing successful delivery of languishing implementation and custom development projects
COVID Response
Public Health work in 2020-21 required a rapid, multi-faceted response including projects directly supporting COVID response, enabling work from remote (previously not permitted by City of Philadelphia), and addressing urgent and critical Public Health needs that did not pause during a global emergency.

City of Philadelphia – Department of Public Health

Information Technology Director

Providing transitional support to recently restructured organization.

Bryn Mawr College

Consultant to the CIO

I manage $1M+ in annual budgets, and oversee a team of 10 full time staff and 50-60 student employees.  Client Services and IT Procurement is comprised of IT and Library Service Desks, Desktop Support, and IT purchasing and exists within Library & Information Technology Services (LITS).

Selected Successes: 
•	Fostered a Client Services team valuing teaching, learning, consultation, mentorship, and proactive communication resulting in improved client relationships, fewer repeated calls, and team efficiency.
•	Successfully advocated for LITS review of technology-related contracts with the College Counsel and CAO resulting in an improved technology purchasing process; created new process for LITS contracts and technology purchasing.
•	Developed and socialized communication standards for LITS community outreach, crisis management, and documentation to enable rapid, consistent response and cohesive department messaging
•	As a core member of the College Information Security Council, championed the use of SANS Securing the Human, participated in the design of the campus information security education program to address emerging concerns, and instrumental in the drafting and approval of the College’s first Data Handling Policy. Program participation among staff and new students is near 80%; awareness of individual responsibility for data security has increased substantially.
•	Created a LITS-specific collaborative service management model as a part of transitioning Office 365 from project to service to ensure appropriate support across the platform.

Director of Client Services and IT Procurement

I managed $800K in annual funds and 6-8 full-time employees including service desk manager (overseeing the campus help desk and library circulation) and desktop support team. 

Selected Successes:
•	Founded LITS Communication Working Group to coordinate communication efforts and continuously improve practices.
•	Created a single service desk group to streamline help desk and library access services
•	Selected and instituted modern cross-platform tools for software distribution; intelligent imaging; managing inventory, workstations, and devices, computer labs, and kiosks; remote assistance; and wireless on-boarding saving technician time, and improving client experience and service delivery effectiveness.
•	Built a blended, next-generation support, service, and project management model to unify an individual’s tasks, allowing for better resource allocation and improved client communication; consulted with TeamDynamix to develop and pilot major new functionality in their higher-ed ITSM platform supporting this initiative.

Head of Support Services

I supervised 1 professional and 20-25 student employees; revised student employee job descriptions, hiring processes, training, policies, and communication.
•	Implemented Bryn Mawr's first IT ticket tracking, asset management, and reporting system.
•	Instituted communication standards improving customer satisfaction with the Help Desk and the department.

Help Desk Supervisor

I provided primary support for 80 faculty and staff, 550 computers, and other equipment located in science facilities including Windows and Mac OS desktops and laptops, smart classrooms, teaching and research labs, specialty-use computers, printers, and large- and small- format scanners.
•	Worked closely with faculty on technology innovation in the classroom and in scientific research.
•	Created replacement plan and worked to establish shared funding for outdated, failing instructional lab computers (including a Pew Foundation seed grant).
•	Established centralized Mac imaging, cutting imaging time by more than 60%.

Senior Desktop Technologist, Sciences

I Supported, installed, configured, and provided training for 200+ Mac- and Windows-based computers, network printers and copiers, and handheld devices for advertising and public relations professionals.
•	Developed and implemented a new, company-wide, employee technology orientation plan.
•	Selected and implemented a help desk and asset management system.
•	Provided technical production assistance for client projects.
•	Managed the purchase and implementation of an Alcatel OmniPCX phone system.

Amy Pearlman