Wendy KuhnSummary:
Extensive experience in the following areas:
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Professional Experience:
Principal, Break Through Consulting, LLC, 2010-present
Provide strategic planning, assessment governance, analysis, ITIL, training and project management support to diverse clients in the government healthcare, insurance, NGO, and technology arenas
Director of Consulting, Boutique Consulting Firm
Provided ITIL consulting support in the areas of service catalog management, incident management, problem management, and change management.
Director, Program Management, MCNC, RTP, NC.
Director, Business Relationship Management, ITS, Raleigh North Carolina.
Established a division responsible for aligning IT with the business of state government.
Established and managed an Office for Customer and Public Relationship Management within the state's Office of Information Technology Services. Responsible for more than 30 staff and a budget of more than $2 million. Significant responsibility for the implementation of IT Infrastructure Library (ITIL) within the agency with ownership of at least incident, problem, and service level management processes. Managed a customer support center that responds to more than 6,000 calls per month. Responsible for all customer communications and notifications.
Special Assistant to the State Chief Information Officer, ITS.
In a newly established position, acted as Chief of Staff to the state’s CIO and assisted him in defining and implementing his agenda through researching policy, developing the agency’s legislative agenda, responding to national surveys, responding to media, and writing speeches.
Senior Principal Consultant, Keane Inc., Durham, NC.
Senior Consultant, Booz, Allen & Hamilton, Inc, Bethesda, MD.
Education and Certifications:
Principal, Break Through Consulting, LLC, 2010-present
Provide strategic planning, assessment governance, analysis, ITIL, training and project management support to diverse clients in the government healthcare, insurance, NGO, and technology arenas
- Provided IT assessment and data analytics strategic planning support to a state government agency.
- Served as a Master Project Manager on a significant collaboration effort between an large insurer and a large health care provider
- Provided strategic and project management support to an initiative to bring technology services to schools, libraries and others.
- Provided strategic and project management leadership in developing an IT governance approach for a large NGO.
- Conducted a business analysis for a large NGO on their data and systems and assisted in the implementation of the resulting recommendations.
- Supported the strategic development of an IT service catalog, based on ITIL principles, for a large multi-national company.
- Designed and delivered training on project management and MS Project 2010.
Director of Consulting, Boutique Consulting Firm
Provided ITIL consulting support in the areas of service catalog management, incident management, problem management, and change management.
Director, Program Management, MCNC, RTP, NC.
- Developed a plan for the implementation of the MCNC strategic plan and managed reporting on the plan. Assisted in the development of the plan and led workshops on its implementation.
- Authored and served as key coordinator for a joint MCNC/ITS report to the legislature on consolidation opportunities. Facilitated workgroup meetings in support of report development and conducted extensive analysis.
- Supported all aspects of program and project management within MCNC.
- Developed a methodology for community input to the NCSTEM community collaborative and managed its implementation. Facilitated meetings with key stakeholders.
- Served as a key advisor within the MCNC leadership team.
- Played a key role in managing MCNC/ITS relationships.
- Facilitated the development of two successful applications for stimulus funds.
- Regularly reported to the MCNC Board of Directors and other stakeholders.
Director, Business Relationship Management, ITS, Raleigh North Carolina.
Established a division responsible for aligning IT with the business of state government.
- Directed and led a team of Business Account Managers.
- Led an initiative to implement Service Level Management at ITS.
- Marketed ITS to customers and potential customers.
- Managed the relationship between the business of state government and ITS including regularly meeting with CIOs, executives and staff from across state government.
- Participated in a special assignment to assist the Enterprise Program Management Office in the Quality Assurance of projects based on status reporting in the PPM tool.
Established and managed an Office for Customer and Public Relationship Management within the state's Office of Information Technology Services. Responsible for more than 30 staff and a budget of more than $2 million. Significant responsibility for the implementation of IT Infrastructure Library (ITIL) within the agency with ownership of at least incident, problem, and service level management processes. Managed a customer support center that responds to more than 6,000 calls per month. Responsible for all customer communications and notifications.
- Improved customer service and communication with external customers and instilled a customer service oriented ethos within the organization.
- Established communications and notifications protocols to ensure that customers and internal staff are aware of service disruptions and their potential impact.
- Implemented a new IT Service Management tool within the agency; managed the implementation, business analysis, and continuous improvement effort.
- Created, facilitated, and managed the Management Advisory Council for the state’s Web Portal establishing an initiative to revise the state portal with a collaborative approach.
- Developed marketing brochures for the agency to help customers better understand the full range of service offerings and their applicability to business needs.
Special Assistant to the State Chief Information Officer, ITS.
In a newly established position, acted as Chief of Staff to the state’s CIO and assisted him in defining and implementing his agenda through researching policy, developing the agency’s legislative agenda, responding to national surveys, responding to media, and writing speeches.
- Created speeches, talking points, and presentations for the state Chief Information Officer and other senior level state executives.
- Staffed and led committee efforts for strategic planning of statewide telecommunications initiatives to increase the efficiency of the state’s networking capabilities (NC Net).
- Co-authored the strategic direction for NC enterprise information technology solutions.
- Interacted with the media, responded to public information requests, and reviewed external communications for the entire agency.
- Developed and coordinated responses to national surveys and award nominations resulting in national recognition and awards for the state.
- Reviewed, analyzed, and scored proposals and nominations for awards and grants consistent with the strategic direction of the Rural Internet Access Authority, the Governor’s Crime Commission, and the National Association for Chief Information Officers
Senior Principal Consultant, Keane Inc., Durham, NC.
- Supported a wide variety of primarily government clients in diverse projects through IT and management consulting by applying IT experience, business analysis skills, policy knowledge, public administration and economics education, and project management skills.
- Work collaboratively to design a PMO for the Office of Information Technology Services Business Technology Services Division
- Project managed the effort to create the statewide IT procurement office, including management of the development of the associated websites, rules, and training.
- Consulted to a variety of EPA programs on their implementation of document management systems. Activities included: conducting process re-engineering analyses and implementing their results, managing complex multi-functional teams, and providing facilitation support to diverse projects. Skills recognized through rapid promotions within the organization and increased responsibility in consulting activities.
- Developed and presented at conferences and developed and presented training for Keane staff.
Senior Consultant, Booz, Allen & Hamilton, Inc, Bethesda, MD.
- Provided management consulting support to the Environmental Protection Agency. Applied Total Quality Management techniques to improve processes for listing hazardous waste sites under the Superfund program including conducting interviews, analyzing data, and documenting results. Provided support for several diverse EPA programs including developing communications strategies, defining process flows, developing training classes, facilitating groups, and developing presentations. Established and implemented a training evaluation program for an aspect of the Superfund program
- Participated in the developing proposals for the company and managed large work orders.
Education and Certifications:
- ITIL Expert Certification, 2008; Manager’s Certificate in Information Technology Service Management, EXIN, 2006; ITIL Fundamentals certification, 2004.
- Leadership Development Program, Center for Creative Leadership.
- Master of Arts in Economics, North Carolina State University.
- Master of Public Administration, Advanced Management Techniques, Columbia University, School of International and Public Affairs, New York, NY; Received Public Service Fellowship; Elected President, Student Association.
- Bachelor of Arts, Vassar College, American Culture, General Honors, Poughkeepsie, NY. Junior Year Abroad, University of Kent at Canterbury, Canterbury, England.