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Roger Williams

VP, Research @ Gartner

VP, Research at Gartner

Charlotte, North Carolina Area

Ranked #362 out of 7,249 for VP, Research in North Carolina

Section title

Roger Williams's Email Addresses & Phone Numbers

Roger Williams's Work Experience


VP, Research


Research Director

September 2016 to April 2020

Salisbury, North Carolina

Lowe's Companies, Inc.

IT Governance Manager

January 2015 to September 2016

Mooresville, NC

Roger Williams's Education

University of Arkansas

BS, Computer Engineering

1993 to 2006

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About Roger Williams's Current Company


Frequently Asked Questions about Roger Williams

What company does Roger Williams work for?

Roger Williams works for Gartner

What is Roger Williams's role at Gartner?

Roger Williams is VP, Research

What is Roger Williams's personal email address?

Roger Williams's personal email address is r****[email protected]

What is Roger Williams's business email address?

Roger Williams's business email addresses are not available

What is Roger Williams's Phone Number?

Roger Williams's phone (704) ***-*190

What industry does Roger Williams work in?

Roger Williams works in the Research industry.

About Roger Williams

đź“– Summary

VP, Research @ Gartner Research Director @ Gartner From September 2016 to April 2020 (3 years 8 months) Salisbury, North CarolinaIT Governance Manager @ Lowe's Companies, Inc. I managed a global team (US and India) responsible for IT Governance and IT performance analytics. This included supporting IT governing body meetings of the CIO and IT VPs, ensuring timely delivery of the IT scorecard and IT process analytics, and educating IT stakeholders on IT governance practices so they can be used to solve problems and deliver value. From January 2015 to September 2016 (1 year 9 months) Mooresville, NCIT Process Improvement Manager, IT Operational Excellence @ Lowe's Companies, Inc. I managed the team responsible for reporting and analytics for IT processes, including management of the IT Functional Scorecard. My team also assessed the business value of new improvement opportunities to aid prioritization of continuous improvement projects in IT.- Led a continuous improvement project that delivered nearly $2 million in savings by improving the accuracy of IT spend forecasts, reducing the amount of capital wasted on non-investment due to poor planning. From August 2014 to December 2014 (5 months) Mooresville, NCI&O Service Manager, Service Management & Governance @ Lowe's Companies, Inc. I manage the team performing Service Management consulting and governance for Lowe's Infrastructure and Operations (I&O) organization. This includes ITSM tool governance, ITSM reporting, and support of Service Management processes used across IT.- Led creation of a reporting framework that provides functional and business breakdowns of Incident, Problem, and Change data- Advocated and drove implementation of an enterprise Incident Management process, including hiring and management of the Process Owner, Reduced Incident backlog by 15,000 records by cancelling invalid records and instituting Incident Ownership.- Supported over 30 IT staff receiving ITIL Foundations certification by co-leading a study group.- Improved measurement and reporting by establishing an ITSM Reporting team.- Supported development of Lowe's BPM Governance approach by creating a proposed scope and developing an approach to compliance tracking. From February 2012 to July 2014 (2 years 6 months) Mooresville, NCIT Project Manager, Continual Service Improvement @ Lowe's Companies, Inc. Responsible for the delivery of Service Improvement Projects to improve the efficiency and effectiveness of Lowe's IT services.- Improved time to value of IT changes by 17% by leading project to improve Change Management process activities- Implemented Balanced Scorecard approach used to manage activities for my department and its six focus areas- Developed customer surveys using SERVQUAL/SERVPERF methodology that enabled measurement of improvements to services delivered by my department From November 2010 to January 2012 (1 year 3 months) Mooresville, NCManager Support Operations, IT Service Desk @ Lowe's Companies, Inc. - Reduced average speed of answer for phone service by over 30% with no addition in headcount by improved scheduling and training. - Shortened time to resolution of escalated incidents by over 50% by implementing incident monitoring and follow-up.- Decreased average call length by 10% by sponsoring effort to improve scripting support tools for common issues. - Reduced expenses for resetting passwords by over $182,000 in fiscal 2008 by internalizing a contractor-based team. - Reduced cost of providing Corporate break/fix repairs by 20% through transition to a new vendor. From November 2007 to October 2010 (3 years) Mooresville, NCLead Analyst, Problem Management @ Lowe's Companies, Inc. - Facilitated weekly meetings that aided documented resolution of over 40 technical issues. - Developed model for quantifying cost estimates of technical issues for prioritization. From May 2006 to November 2007 (1 year 7 months) Wilkesboro, NCLead Support Analyst / Team Lead @ Lowe's Companies, Inc. - Reduced abandon rate for Store PC support from 21% to 3% over 6 months by improved scheduling and training- Developed 7 team members for promotion From September 2001 to May 2006 (4 years 9 months) Wilkesboro, NCSenior Support Analyst @ Lowe's Companies, Inc. - Provided first line support for store hardware, PCs, and phone systems- Promoted twice due to productivity and quality of work- Improved scheduling decisions by tracking call volumes and recommending changes to align staff with demand for service From June 1998 to September 2001 (3 years 4 months) North Wilkesboro, NCField Support Technician @ Wal-Mart Provided first-line phone support for over 3,000 Wal-Mart and Sam's Club stores in 8 countries.Received customer service award due to quality of support provided. From June 1996 to May 1998 (2 years) Bentonville, AR

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In a nutshell

Roger Williams's Personality Type

Introversion (I), Sensing (S), Thinking (T), Perceiving (P)

Average Tenure

2 year(s), 5 month(s)

Roger Williams's Willingness to Change Jobs



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