Tony Gabriel Email Address

Information Technology Service Desk Manager

ABC Supply is America's largest wholesale distributor of roofing, siding, window and gutter materials, tools and supplies.

Began as a mainframe developer and quickly moved into analysis and design tasks in a variety of industries such as real estate, banking, credit, and retail. I left the development arena and took a position with the responsibility to define and roll out the Enterprise Configuration Management process and standards to the entire IT organization. This also included responsibility for performance evaluation, interviewing, and hiring, as well as the career development of my associates. I then began moving into project management responsibilities and have managed several initiatives, both small and large scale. At Nissan Forklift (now UniCarriers Americas), I was the project and portfolio manager for all enhancement and support functions for the plant. I met regularly with the business stakeholders to prioritize work efforts, and coordinate the fulfillment of requests across the team. I also managed the support intake and staff to resolve issues and outages. In April 2009 I completed my MBA studies at Walden University with a specialization in Project Management. I started at ABC Supply Co, Inc. as a Project Manager. I managed projects integrating products and order information with several exclusive partners, as well as expanded visibility to our sales forces customers and pricing. While at ABC Supply Co, I took the role of Service Desk Manager. In this role, I have been fine-tuning our existing processes and tools to better serve our customers, more quickly and effectively. Additionally, I manage our implementation of ServiceNow, expanding the usage from strictly ITSM ticket tracking to utilizing Change and Problem Management, ITOM functionality, ITBM usage of APM, and soon PPM, as well as the rapid increased utilization of custom applications on the NOW platform. Specialties: Contract and budgetary responsibilities; ServiceNow (ITSM, ITOM, ITBM, and NOW Platform); Performance management and career development responsibilities; Project Management