IT Director, IT Manager, Cio, Acio, Evp, VP, Avp

Nicola J. Valente, Jr.

*** ********* **. ********, ** 03865 / 617-***-**** / **********@*****.***

SUMMARY

A distinguished professional of Information Technology with over 17

years of progressive managerial experience across multiple industry

settings. Demonstrated success managing Network, Server, IT-Service

Management, Software Design, Quality Assurance, and policy/process

development. Proven team facilitator with the uncanny ability to see

the big picture while paying attention to small details. Highly

organized professional and exceptional communicator, focused on

building strong internal/external customer relationships.

Education: Harvard University, Business School, Project Management

Certification

University at Albany, Information Science and Policy

CERTIFICATIONS: ITILv3, PMP, Six Sigma, MCSE, MCSA, MCP, CNE,

CNA, CFCP

PROJECT MANAGEMENT EXPERTISE:

Experience/skills: PMBOK, ITILv3, SDLC, Waterfall, Agile, Scrum, Six

Sigma, MS Project, Excel, Clarity, Remedy, Eclipse, Niku Workbench,

VersionOne.

Other Skills/Knowledge: Meaningful Use stage I, II, III, PCMH, PCI,

SOX, HIPPA, Various EMR 'flavors' (Centricity, MiSYS, eClinical Works,

Meditech, Greenway), ICD-9, ICD-10, JCAHO, Medical Terminology.

Professional eXPERIENCE:

Commonwealth of MA, Executive Office of Health & Human Services

March 2014 - present

Incident Manager/Change Lead, Shared Services Team

Help subject matter experts make service restoration/recovery

decisions. Engage with agencies, application support teams,

business operators, and third party vendors to resolve or escalate

incidents. Coordinate incident tracking efforts, and provide

regular communication between all parties through resolution.

Monitor, investigate, diagnose, analyze, and reclassify incidents.

Help draft the initial root cause analysis (RCA) and keep

management abreast of open action items. Develop standard

operating procedures to support consistent delivery of triage and

RCA analysis. Work within the Service Management framework to

prevent recurrences of issue, improve team's knowledge base, and

prevent problems caused by changes. Monitor forward change

calendar of Requests for Change and analyze potential risks to

infrastructure, and ESS components. Raise Change Management issues

to ESS teams proactively. Help make changes to the production and

other environments. Create, lead, and maintain IT Service

Management (ITSM) strategy, policy, and procedures. Identify and

assess strategies to improve processes, services, systems and

analysis. Establish metrics to measure applications health,

performance, and goals. Supervise, coach, counsel, and mentor

staff. Complete performance appraisals; help staff identify and

achieve career development goals; provide on-the-job training.

Work with Application Project Managers to foster healthy

professional relationships; help monitor contract performance and

forecast usage. Develop opportunities for cross-team effectiveness

and remove organizational barriers to strong teamwork,

collaboration, and excellent service delivery

Greater Lawrence Family Health Center, Methuen, MA

January 2013 - March 2014

Systems and Applications Director

Direct Information Technology operations across the largest

community health center in Massachusetts. Manage staff that

consists of System Engineers, Administrators, DBA's, EMR

Engineers, Developers, Business Analysts, and Medical

Informaticists (MD's and RN's). Provide guidance and oversight on

all applications and systems for the entire health center spanning

several geographic areas across the Merrimack Valley. Mentor

senior IT staff as well as provide guidance to executive

leadership in the strategic development of the EMR to ensure

clinicians can meet the current Government Mandates surrounding

Meaning Use Stage-2 and Stage-3. Using PMBOK, SDLC, and Six Sigma

best practices, developed guidelines for the business that aide in

fulfilling these federal requirements allowing results to be

delivered in a well-organized and timely manner. Developed,

coordinate, and conduct center-wide training sessions on all new

systems. Member of the leadership team to implement HIE over the

Mass HI-way Collaborative.

Key Accomplishments: Upgraded mission critical application to the

most recent version in 3months timeframe. Developed a suite of

reports which provided various metrics for Meaningful Use, PCMH,

Care Coordination, Nursing, QA, and Finance stakeholders. Lead

efforts to stabilize an extremely unstable EMR environment by

working with existing staff, onboarding new staff, collaborating

with both the business and clinicians. Mentored the Helpdesk staff

and implemented ITIL best practices for service management and

obtained a 92% satisfaction rate (up from 60%).

Rensselaer Polytechnic Institute, Troy, NY

July 2012 - January 2013

Manager, Disbursement Systems

Manage the Disbursement Systems staff and provide guidance and

oversight of all Disbursement application systems that span the

entire Division of Finance. Collaborate with all lines of business

as well as the various schools to help determine their immediate

needs as well as formulate plans of action for the future. Work

with senior staff as well as executive leadership to provide and

develop strategic guidance for the current disbursement systems to

RPI. Using PMBOK, SDLC, and Six Sigma best practices, developed

guidelines for the business that aide in meeting enterprise-level

requirements and delivering results in a well-organized and timely

manner. Act as the Cognos and Concur Subject Matter Expert.

Develop enterprise and regularly scheduled financial reports for

the president and all executive leadership. Provide and conduct

campus wide training sessions on all new systems and reporting

which consist of best practices, and frequent troubleshooting tips

and guidelines.

Key Accomplishments: While partnered with the AVP and Controller,

implemented a new enterprise system to aide in all Travel and

Entertainment expense reporting. Trained entire Institute (staff,

faculty, and students) on Concur and other disbursement systems.

Developed a suite of ~100 Cognos reports for Senior Management and

Business Manager Use across the institute.

Berkshire Bank, Pittsfield, MA

March 2012 - October 2012

Vice President, Corporate Systems

Provide leadership, guidance, and oversight of information

technology and associated application services across~20 lines of

business spanning over 68 different geographic locations across 4

states with $6+BB in total assets. Work with senior staff to

provide design, direction and strategic oversight for all

corporate-wide initiatives including mergers and acquisition

integration, primary systems conversions, major business

initiatives and program implementation. Oversee the day to day

activities of the IT Staff and work as part of the IT leadership

team to deliver effective IT solutions in support of the continued

growth and strategic direction of Berkshire Bank. Using ITILv3 and

Six Sigma best practices, developed guidelines for the business

that aide in meeting enterprise-level requirements and delivering

results in a well-organized and timely manner.

Key Accomplishments: While partnered with the legal team and CFO

lead due-diligence teams during bank mergers and acquisitions and

converted 2 Core systems successfully and ahead of schedule. Lead

efforts to convert the bank's general ledger from the OSI system

to PeopleSoft.

Commonwealth of MA, Executive Office of Health & Human Services

2005 - March 2012

Regional IT Operation Manager - Northeast Region (2008 - 2012)

Manage IT Operations across multiple state agencies (DMR, DYS,

DMH, DPH, etc. including State Hospitals.) that fall under the

EOHHS Secretariat Umbrella. Collaborate with Regional Directors to

develop the strategic functions of the IT Operations staff located

in several different geographic locations across the state. Plan,

manage, and coordinate the IT operational environments for the

Commonwealth's EOHHS Secretariat. Conduct hiring, training, skill

development and evaluations of all assigned personnel within team,

and where called upon to do so with other area IT Operations team

members. Assist EOHHS, and other agencies with approved IT related

projects. Work with other agencies legacy inventory systems as

needed to insure that Commonwealth assets are protected and

accounted for. Contribute to the development and writing of

Commonwealth IT policies and procedures & ensure adherence.

. Prioritize, coordinate, and evaluate the work performed by

network engineers and infrastructure professionals.

. Interface with vendors on issues of quality and reliability of

equipment purchased by the Commonwealth or supported by service

contracts in relation to hardware and software.

. Provide business and technical leadership in the development of

Commonwealth disaster recovery plans including documenting

standard operating procedures.

. Review recommendations with management on contracts,

resourcing, and budgets.

. Provide historical perspective, important business improvement

opportunities, and guidance to the various agency C-level

personnel for decision-making purposes regarding the existing

suite of IT applications.

. Responsible for the annual and timely performance reviews of

all assigned operations personnel. Fulfill all administrative

duties relative to time reporting and overall personnel

management.

. Contribute to the development and writing of Secretariat-wide

IT operational policies and procedures & ensure adherence and

compliance for federal and state audits.

. Adhere to HIPPA, JCAHO, and Federal guidelines and ensure

compliance for all State hospitals as they participate with

yearly state and federal IT Audits for the Commonwealth of MA.

Key Accomplishments: Migrated several large state agencies from

an NT domain to a Windows 2008R2 domain with Active Directory.

Assist with the implementation of a state-wide VOIP project.

Contributed with the planning efforts to Consolidate 16

Datacenters to a single statewide data center.

Commonwealth of MA, Department of Mental Health

2008 - 2010

Metro Boston & Southeast Area - IT Manager (2008 - 2010)

Work and manage DMH Metro Boston AND Southeast Area IT

environment. Manage and prioritize the activities of Twelve IT

Operations staff located in eight different geographic locations

across the state. Provide leadership for IT operations that span

the Metro Boston and Southeast Areas of the Commonwealth. Provide

guidance to both C-level management and the Area Operations

Managers to assist in the management & strategic planning of all

items involving IT across the two regions. Interface with vendors

on issues of quality and reliability of equipment purchased by DMH

or supported by service contracts in relation to

hardware/software. Conduct hiring, training, skill development and

evaluations of all assigned personnel within team, and where

called upon to do so with other IT Operations team members.

Responsible for the annual and timely performance reviews of all

assigned Operations Personnel. Fulfill all administrative duties

relative to time reporting, expense reporting and overall personal

management. Assist EOHHS, ITD and other agencies with DMH approved

IT related projects. Oversee the build, use, and maintenance of

the DMH inventory process and database. Work with other DMH

legacy inventory systems as needed to insure that DMH assets are

protected and accounted for. Contribute to the development and

writing of DMH IT policies and procedures & ensure adherence. Act

as DMH's Project Management Subject Matter Expert and support the

efforts in growing DMH's PM model maturity. Administrate and

maintain clients NDS, Active Directory, and NT 4.0 domain

controllers and various custom software. Develop VPN links as

specified by ITD and for remote administration purposes. Create

local and SAN backup strategies using various mediums, such as

tape drives, remote online backups and using backup-exec.

Commonwealth of MA, Information Technology Division, PMO

2005 - 2008

Senior Project Manager (2005 - 2008)

Provided project management for systems and applications hosted

at the ITD Data Center. Responsibilities include; preparing

detailed plans for accomplishing project objectives, estimate

effort required to achieve goals and tasks, assign, monitor,

communicate and coordinated activities with business/IT groups,

management, and personnel assigned to a project, functioning as

both a manager and technical expert simultaneously.

. Accountable for the planning and successful execution of

multiple (Approx. 18-20 projects, several mission critical

related), simultaneous application and infrastructure large

scale projects for the various MA State agencies while

utilizing the varied PM methodologies (Agile/Scrum, PMBOK,

PRINCE II, ITIL v3, SDLC/Waterfall) depending on the business

and project requirements.

. Ensured project delivery was in accordance with requested

deliverables and on time.

. Identified required resources per project (based on needs) and

obtained resources through strong interpersonal skills and

negotiating tactics.

. Provide leadership, guidance, and motivation to project team

members throughout the IT project delivery life cycle while

managing project plan and all deliverables.

. Partnered with multiple functional managers to develop and

define optimized workflows and policies to ensure minimal

barriers to project completion.

. Captured and integrate key project metrics related to status

reporting. Provide analytical and technical solutions to

project procurement, customer communications, project

organization, critical path identification, project progress

monitoring and management reporting activity prioritization.

. Reported directly to the Director of the Project Management

Office (PMO).

Key Accomplishments: Managed mission critical project on time

and to complete customer satisfaction; HHS Virtual Gateway (VG);

Sheriffs Inmate Management System (SIRS). BORIM eLicensing

Application Implementation, HHS Oracle RAC.

NYS Office of Mental Health, LAN Services Group

2002 - 2005

Sr. Computer Programmer/Analyst (2002-2005)

Performed a multitude of duties in respect to large Microsoft,

Novell, Linux, Mainframe environment, duties include but certainly

are not limited to both on-site troubleshooting and maintenance of

network and non-networked PCs, Macs, wireless administration, Thin

Clients, network users, mainframe users, network printers, and

Blackberry support. Maintained liaison with network users and

technical staff to communicate the status of problems and

resolution to network users; log and track requests for assistance

related to OMH CITER-supported systems; gather and log appropriate

demographic data related to each request. Participate in

preparation of procedure manuals and documentation for helpdesk

use.

CITER System Development (2002)

Perform a variety of duties related to the NYS Pharmacy

application, 27 mental health facilities, and databases. Duties

include but not limited to; Administration, creating and

customizing Crystal Reports for the 27 facilities and the central

office, problem analysis, monitor tasks for peak performance,

respond appropriately to user requests and problems, perform

initial problem analysis and triage problem to OMH technical staff

when appropriate. Maintain liaison with immediate supervisor and

department head, as well as the NYS Director of Pharmacy. SQL,

VBScript, ASP programming when needed, and train users as well as

create and prepare procedure manuals and documentation for help

desk use.

Vision Systems

2000 - Oct 2002

Sr. Network Engineer

Established and maintained networking strategies, including

infrastructure design, security, policies, and upgrades with over

200 clients. Maintained both WAN and LAN Links across 200+

clients running Windows 3.1x, 9x, NT, 2000, XP, Mac OS, Novell 4.x-

6, and DOS. Administered and maintained clients NDS, Active

Directory, and NT 4.0 domain controllers, Exchange 5.5-2000,

GroupWise 4.x-6, CITRIX MF, and various custom software

applications, developed VPN links as specified by clients and for

remote administration purposes. Created local and SAN backup

strategies using various mediums, such as tape drives, remote

online backups, backup-exec, and ARC Serve, collaborated with

onsite administrators to troubleshoot server and network problems

and trained both system administrators and end-users on the proper

administration of the network and various proprietary programs, as

well as Microsoft Office programs. Handled customer requests for

domain hosting and registration, and created and maintained email

and ftp service for the domains.

OTHER SKILLS:

PROJECT MANAGEMENT EXPERTISE:

Experience/skills: PMBOK, ITILv3, SDLC, Waterfall, Agile, Scrum, Six

Sigma, MS Project, Excel, Clarity, Remedy, Eclipse, Niku Workbench,

VersionOne.

Other Skills/Knowledge: Meaningful Use stage I, II, III, PCMH, PCI,

SOX, HIPPA, Various EMR 'flavors' (Centricity, MiSYS, eClinical Works,

Meditech, Greenway), ICD-9, ICD-10, JCAHO, Medical Terminology.

TECHNICAL PROFICIENCIES

OS: Windows Server 2k/2k3/2k8 (Beta Tester) Windows NT

(Workstation and Server, 3.51 - 4.0), Windows 95/98/2000/XP/Vista/7

(Beta Tester), Windows 3.x, DOS (MS, PC, DR, etc.), Apple OS X 10.5

(Darwin), iOS, Android (various flavors), Windows .NET Server (Beta

Tester), Novell Netware (4.x - 6), Linux (Various "Flavors"), Cisco

IOS (Version 11.x - 12.x)

Professional Software: CA Clarity, Unicenter, CA Service Desk,

GE Centricity v9.5-11, SQL Reporting Services, Midas Touch,

Business Objects, Concur, Banner, BRIO, VMWare, Parallels, Active

Directory, Exchange 5.5 - 2010, VMWare, Cisco Call Manager,

Microsoft SCCM, WSUS, Sharepoint '07 - 2013, Microsoft Office (95 -

2010), MS Project, MS Visio, MS Team Manager, CA Clarity, Remedy,

Niku Workbench, VersionOne. EMC Networker Legato, Horizon Meds

Manager, MS Exchange (5.5 - 2011), SQL Server, Citrix MF,

Groupwise, Console One, Netware Administrator, Zenworks, Perigrim

Service Center, Salute, ACE Server (RSA Token Administration),

Terminal Server, Dreamweaver, Fireworks, Adobe Photoshop, Adobe

Illustrator, Adobe Golive, HTML-Kit, Editplus 2, Peachtree

Accounting, Adobe Acrobat, Perfect Office Professional, MS Project,

MS Visio, Mind Manager, MS Team Manager, Lotus Notes, KeyCAD

Professional, and AutoCAD LT, MS FrontPage 95/97/98/2000/XP

NETWORK & ENTERPRISE HARDWARE

Various Routers, Switches, Hubs, NIC's, Bridges, Transceivers,

Storage/Backup/Recovery Devices (EMC Legator, Networker, Netbackup,

TMS, Virtual, Cloud, HP)

Networking: LAN Administration, LAN Design, MAN/WAN Design, MAN/WAN

Engineering, Routers (Non-Brand Specific), Routers (Cisco), Cisco

Switches, VOIP, Misc. Network Hardware, Advanced knowledge of

network cabling and design procedures, OSI Layers.

Platforms/Tools: Storage Arrays: EMC DMX3, EMC DMX4, EMC CX3-80,

IBM 2107 Shark, IBM DS4800, IBM DS8100, IBM DS8300, Hitachi USP-V

SAN Switches: McData 4500, McData 4700, McData 6064, McData 6140,

Brocade 48000, Brocade 5300, Brocade 5100, Brocade DCX Director

Class 8GB 384 Port SAN Switches, CISCO 9513 Director Class SAN

Switches Software: IBM Total Productivity Center 4.1 Brocade DCFM

103.X, EFCM 9.7.4, EMC Control Center 6.0, Network Appliance San

Screen 5.0, IBM San Volume Controller 5.1, EMC Solutions Enabler

7.0, IBM DSCLI 2.5, NetApp ONTAP 7.3, Hi-Command Device Manager,

HDS Storage Navigator, CISCO Fabric / Device Manager, EMC

Navisphere

Computer Languages: C#, C++, JAVA, SQL, BASIC, Pearl, HTML,

JavaScript, VBScript, XML, XHTML

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