Kyle Wiley
Clermont
Summary
Dynamic leader with extensive experience at AHEAD, managing teams that drive millions of dollars in annual revenue through innovative ServiceNow solutions. Proven track record in team management and strategic planning, enhancing scalability and efficiency in proposal development. Adept at product testing and fostering effective communication, ensuring successful outcomes in complex projects.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Director, Specialist Solutions Engineering, Intelligent Ops
AHEAD
Remote
02.2024 - Current
- Company Overview: CDI is now part of AHEAD, a leading provider of platforms for digital business.
- Manage a team of specialist solution engineers focused on selling outcome-based solutions, primarily in the ServiceNow ecosystem.
- The Intelligent Operations team is responsible for roughly $100 million of annual revenue for AHEAD.
- Created team-wide scalability for creating professional and managed services implementation proposals, statements of work, and scoping calculators.
- The primary resource is responsible for providing all product SKUs for Intelligent Operations, and performing all product testing for the new AHEAD-wide consolidation of Salesforce instances into a single Salesforce instance.
Manager/Director, Solutions Architecture - Digital
CDI LLC
Remote, Greater Atlanta Area
12.2021 - 02.2024
- Manage a team of specialist solution engineers focused on selling outcome-based solutions, primarily in the ServiceNow ecosystem.
- Created team-wide scalability for creating professional and managed services implementation proposals, statements of work, and scoping calculators.
Solutions Architect, Pre-sales
CDI LLC
Gainesville
03.2021 - 01.2022
- Secured multiple wins on RFP responses across federal, commercial, and enterprise sectors.
- Collaborated with ServiceNow delivery team to develop competitive proposals and statements of work.
- Supported CDI sales organization in defining Professional and Managed Service deployments of ServiceNow.
- Facilitated tools rationalization assessments to improve strategic roadmap deployment for ServiceNow implementations.
Service Delivery Manager
CDI LLC
Greater Atlanta Area
03.2020 - 03.2021
- Managed over $4 million in annual recurring revenue for service delivery operations.
- Maintained strong relationships with managed service customers to align with business objectives.
- Defined strategic roadmaps for ServiceNow implementations, ensuring customer needs were met.
- Collaborated with post-sales delivery teams to guarantee successful development outcomes.
Senior Technical Consultant
AHEAD
Greater Atlanta Area
03.2019 - 03.2020
- Implemented ServiceNow platform configurations and deployments for Enterprise Service Management practice.
- Conducted process discussion workshops utilizing industry best practices.
- Facilitated customer transition to support services, ensuring smooth operations.
- Mentored and trained internal developers at Sovereign to enhance team capabilities.
IT Service Manager
Inspire Brands
Atlanta
09.2018 - 03.2019
- Drove process adoption of industry best practices for multi-brand ServiceNow implementation.
- Served as ITSM process owner for Arby’s brand within Inspire Brands enterprise.
- Educated Service Desk on ITSM best practices to prepare for Inspire Brands ServiceNow rollout.
IT Business Analyst / ServiceNow Developer
Northeast Georgia Health System
Gainesville
02.2016 - 09.2018
- Supported ServiceNow alongside various non-clinical applications.
- Developed multiple custom ServiceNow applications for physician order sets and IT project management.
- Created role-based security access requests to enhance employee onboarding processes.
IT Helpdesk Analyst
Northeast Georgia Health System
12.2014 - 02.2016
- First line of support for calls from all users in the Health System. Job duties included troubleshooting user issues remotely and well as RCA and either fixing the issues as them came in or escalating to a different team of support.
Education
Bachelor's Degree - Technical Management
DeVry University
Alpharetta, GA01.2016
Network Specialist Diploma - Information Technology
Lanier Technical College
Oakwood, GA01.2013
Undeclared -
Southern Polytechnic State University
Marietta, GA01.2008
Skills
- ServiceNow solutions
- Adaptability to change
- Critical thinking
- Technical documentation
- Outcome-based solutions
- Team/People management
- Product testing
- Salesforce CRM
- Project management
- Strategic planning
- Effective communication
Certification
ServiceNow
- CIS - Event Management
- Certified System Administrator
- CIS - IT Service Management
- CIS - Discovery
- CIS - Software Asset Management
Languages
English
Timeline
Director, Specialist Solutions Engineering, Intelligent Ops
AHEAD
02.2024 - Current
Manager/Director, Solutions Architecture - Digital
CDI LLC
12.2021 - 02.2024
Solutions Architect, Pre-sales
CDI LLC
03.2021 - 01.2022
Service Delivery Manager
CDI LLC
03.2020 - 03.2021
Senior Technical Consultant
AHEAD
03.2019 - 03.2020
IT Service Manager
Inspire Brands
09.2018 - 03.2019
IT Business Analyst / ServiceNow Developer
Northeast Georgia Health System
02.2016 - 09.2018
IT Helpdesk Analyst
Northeast Georgia Health System
12.2014 - 02.2016
Bachelor's Degree - Technical Management
DeVry University
Network Specialist Diploma - Information Technology
Lanier Technical College
Undeclared -
Southern Polytechnic State University
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