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Paul Ciarfella has over 20 years of experience in various roles within the IT and software development industry. Paul is currently working as the Head of IT Service Management at PerkinElmer, Inc. In their previous role as Senior Director at McGraw Hill, they were responsible for the implementation and administration of the ServiceNow platform, including Self-Service, ITSM, ITOM, ITBM, Asset Management, Discovery, CMDB, and process automation. Paul also implemented integrations to partner ITSM systems and Amazon Connect's cloud contact center. Before joining McGraw Hill, Paul worked as an Independent Consultant, providing process consulting and contract development primarily for ServiceNow implementation, training, and remote administration. Paul also worked at EMC as a Systems Development Manager, where they led the implementation of a multi-tenant ServiceNow solution for Managed Services. Additionally, Paul has experience as the Director of Software Development and Quality Assurance at Proliphix, the Director of Software Development at Mirror Image Internet, and as a Partner at ChannelView Systems. Paul started their career as a Director of Network Management Software Development at Ascend Communications and later co-founded WaterCove Networks, where they served as the Director of Software Development. Paul has a strong background in software development, solutions architecture, project management, and team leadership.

Paul Ciarfella has a Master's degree in Computer Science from UC Santa Barbara. Paul also has a Bachelor's degree in Computer Science from Northeastern University. In terms of additional certifications, they are ITIL 4 Foundation certified from AXELOS Global Best Practice and ServiceNow Certified Application Developer from ServiceNow – The Enterprise Cloud Company. Paul is also a Certified ScrumMaster and holds a certification in ITIL v3 Foundation. Additionally, they have certifications as a ServiceNow Certified Implementation Specialist and ServiceNow Certified System Administrator from ServiceNow – The Enterprise Cloud Company.