Instructor Profile



Danielle F. G
Technical Instructor

Danielle Gowen is a seasoned professional in the IT Service Management industry. Since 1990, she has successfully held various IT roles including technical specialist, instructor, senior management and ITSM consultant. Her accolades include initiation of service desks to ensure efficient and effective support operations, ITSM tool administrator, process maturity assessments, process implementation, improvement roadmaps, IT strategy and industry speaker. She has leveraged best practices and knowledge gained at every turn to reduce risks and maximize success. Her laser beam focus is on customer satisfaction and creating ROI (Return on Investment) and VOI (Value on Investment) for clients.

Prior to transitioning into a career in the IT industry, Danielle worked in bookkeeping and office management. Her diversified background and experiences afford her an astute insight into the necessary training and development requirements for staff throughout any department or organization. Her ability to deliver content in meaningful ways is owing to this. When blended into the classroom environment it enhances and brings unique perspective to her students. Through attrition, she has gained an astute understanding of OCM (Organizational Change Management) which is now a recognized discipline and content area in ITIL, DevOps, Agile and many modern approaches.

Danielle practices what she teaches which is evidenced by her own progressive professional development. Today, she remains eager to acquire new topics to teach and increase her industry knowledge through self-study, acquiring new certifications, professional networking and opportunities to consult and stay relevant. Most recently she consulted with for an IT managed service provider (MSP). Here she was exposed to and worked directly in project management for modern digital age approaches for security, virtualization and cloud technologies. She holds undergraduate degrees in Organizational Management (B.S., 2001) and Computer Information Systems (A.A.S., 1991). A firm believer that “learning is living”, and as a subject matter expert at New Horizons Computer Learning Centers, she states her reward is founded in the empowerment she transfers to clients that contribute to their personal and professional success. She humbly remains, happy to serve!
TRAINING PHILOSOPHY

"My approach to instruction is to look at the learning experience through the lens of the students. I put myself in their shoes, think about what they are hearing, and what I can do to assist in their absorption on the content. I teach both to their preparation to pass any certification exam, but equally to their understanding of the material in a relevant real-world setting. When presenting content, I use both IT industry examples from my own experience, additional industry examples and generic analogies. This way, students can relate to the material during class as well as transfer the knowledge effectively to other IT and non-IT colleagues after the class."

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Certifications
  • CompTIA A+
  • ITIL Certification
  • ITIL Expert
  • ITIL 4 Foundation
  • ITIL Intermediate Continual Service Improvement
  • ITIL Intermediate Life Cycle
  • ITIL Intermediate Operational Support & Analysis
  • ITIL Intermediate Planning Protection & Optimization
  • ITIL Intermediate Release, Control & Validation
  • ITIL Intermediate Service Design
  • ITIL Intermediate Service Offerings and Agreements
  • ITIL Intermediate Service Operation
  • ITIL Intermediate Service Strategy
  • ITIL Intermediate Service Transition
  • Certified DevOps Leader (DOL)®
  • Certified Continuous Delivery Architect (CDA)
  • DevOps Foundation®
  • Certified Agile Service Manager®
  • ITIL Managing Professional (MP)
Professional Associations
  • ITSMF (IT Service Management Forum / ITIL)
  • HDI (Leaders in IT Service and Support)
  • ARMA (Information Management and Governance)
  • ATD (American Training & Development)
  • PMI (Project Management Institute)
  • AMA (American Management Association)
  • IABSM (International Association for Business Service Management)
Professional Experience
  • 28+ years IT experience: (Note: some areas of experience were concurrent and therefore overlapping)
  • 17+ years IT management:
  • IT Operations Management (Network, desktop, data centers, warranty repair centers)
  • IT Service Delivery Management
  • Service Desk / Help Desk Management
  • IT vendor and compliance management
  • Quality assurance / customer satisfaction
  • People management up to 15 direct reports
  • Application of ITIL / ITSM practices and principles
  • ISO20000 Standards alignment
  • IT Project Management for MSP (O365 mail migrations; cloud and on premise network, etc.)
  • 12+ years IT and business instructor in the following areas:
  • ITIL accredited instructor all levels v2, v3, 2011; v4 (5,000+ students)
  • Customer service and soft-skills
  • Microsoft and other applications
  • Delivered certification courses on A+ and MCP
  • Extensive end-user training in IT and business settings
  • Leadership, management, business planning
  • 6 - 10 years IT technical design, implementation, support, maintenance:
  • Hardware desktop / laptop/ printer/ server
  • Minicomputer systems 36 / Cisco / Novell Netware network systems knowledgeable
  • Application installation / support
  • Help desk support
  • RPG programming
  • Certified HEAT Administrator - hands on (ITSM Tool / 6 years)
Education
  • B.S. Organizational Management
  • A.A.S. Computer Information Systems
Languages Spoken
  • English