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!
"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."