Resume

IT Leadership · Infrastructure · Cybersecurity · ServiceNow · KB2URI

Tom Shaffer

Director of Information Technology

Buffalo-Niagara Falls Area · Hybrid / Remote Technology Leadership

IT leader and systems-focused technology professional specializing in infrastructure, cybersecurity, ServiceNow, IT asset management, automation, reporting, and operational improvement.

My background blends hands-on technical troubleshooting, IT strategy, business analysis, compliance-minded security practices, data-driven reporting, and practical technology operations. The same engineering curiosity that drives my amateur radio work as KB2URI carries into my professional approach: build reliable systems, document what matters, and keep improving.

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Professional Summary

Technology leader focused on building reliable, secure, and practical IT environments that support business operations. Experienced in IT strategy, infrastructure planning, systems support, cybersecurity controls, regulatory-minded operations, software platforms, documentation, vendor coordination, and user support.

Background includes ServiceNow dashboards, catalog request improvements, document governance, task management frameworks, audit support, ITAM/SAM/HAM reporting, regulatory compliance workflows, SQL-based reporting, BI dashboards, enterprise data analysis, and small-business IT leadership.

Technology Stack

ServiceNow · Catalog Builder · ITAM · SAM · HAM · SQL · PL/SQL · Microsoft SQL Server · Qlik Sense · QlikView · Hyperion · Windows 11 · Microsoft 365 · Endpoint Deployment · Automation · Cybersecurity Controls · Compliance Workflows · Business Continuity · Disaster Recovery · HTML · CSS · JavaScript · ColdFusion · Linux · Raspberry Pi

Core Skills

Professional Experience

Director of Information Technology

Paul Wolf Agency Inc. | Jan 2026 - Present | Buffalo-Niagara Falls Area · Hybrid

  • Define and execute IT strategy to support business growth, improve operational efficiency, and enhance security across the organization.
  • Oversee IT operations including infrastructure, systems, software platforms, and end-user support.
  • Lead cybersecurity initiatives to protect sensitive client data and support compliance with industry and regulatory requirements, including NYS DFS cybersecurity regulations.
  • Strengthen security posture through enhanced controls, monitoring, user access protections, policy development, and practical system hardening.
  • Develop disaster recovery and business continuity planning to support resilience and regulatory compliance needs.
  • Lead deployment and standardization of Windows 11 environments, including system configuration automation, security controls, and software provisioning.
  • Oversee digital marketing technology and integrations, aligning business development efforts with technical capabilities.

Emphasis: IT leadership, infrastructure, cybersecurity, compliance, endpoint deployment, business continuity, vendor/platform coordination.

Information Technology Analyst

TEKsystems with Erie Insurance | Sep 2020 - Dec 2025 | Erie, Pennsylvania · Remote

  • Improved operational visibility for IT leadership through ServiceNow dashboards, reporting solutions, and centralized metrics.
  • Built an enterprise-wide document library process in ServiceNow to improve compliance tracking and document governance.
  • Created a standardized task management framework adopted across IT teams, improving prioritization and reporting consistency.
  • Led audit support coordination between IT subject matter experts and auditors, improving accuracy, traceability, and response times.
  • Supported IT Asset Management functions, including SAM/HAM reporting, dashboards, compliance support, and data quality improvement.
  • Managed regulatory compliance certification processes using ServiceNow workflows and reporting.
  • Enhanced ServiceNow catalog requests using Catalog Builder to improve user experience and request efficiency.
  • Partnered with cross-functional teams to gather requirements and implement process improvements.

Emphasis: ServiceNow, ITAM/SAM/HAM support, dashboards, catalog requests, audit coordination, process improvement, SQL/data analysis.

Systems Analyst, Reporting and Analytics

PHH Mortgage | Jun 2014 - Jul 2019 | Mt. Laurel, New Jersey · Remote

  • Managed the full SDLC lifecycle for enterprise reporting solutions supporting regulatory and business requirements.
  • Developed and optimized SQL-based reporting for FEMA, Credit Bureau Reporting, Flood Insurance, and SII programs.
  • Designed BI dashboards using Qlik Sense and Oracle Hyperion, enabling self-service reporting and improved data visibility.
  • Delivered cost savings through report consolidation, XML/VBA automation, and process optimization.
  • Ensured compliance with regulatory standards through structured reporting and operational procedures.
  • Served as a subject matter expert for enterprise data, reporting accuracy, and data integrity.
  • Trained and supported more than 20 analysts during organizational transition, improving adoption of reporting tools.

Information Technology Administrator

Guardian Computer Services | Aug 2004 - Aug 2014 | Wilson, New York · Remote

  • Designed, implemented, and maintained server infrastructure, databases, and web systems.
  • Managed end-user support operations and developed self-service tools to improve user experience.
  • Created operational policies and procedures to streamline service delivery and support workflows.
  • Monitored system performance, performed maintenance, and protected data integrity through backup processes.
  • Led support staff and coordinated technical operations across multiple client environments.
  • Developed and maintained web solutions using HTML, JavaScript, CSS, and ColdFusion.

Loss Mitigation Bankruptcy Customer Relationship Manager Multiple Roles / Three Promotions

Bank of America | Dec 2010 - Jul 2013 | Buffalo/Niagara, New York Area · On-site

  • Progressed through multiple roles with three promotions, reflecting strong performance, adaptability, and increasing responsibility.
  • Analyzed and managed financial and operational data to support reporting accuracy and business decision-making.
  • Worked within a highly regulated financial environment, ensuring compliance with internal controls and industry standards.
  • Used enterprise systems and tools, including Excel and Salesforce, to track, validate, and reconcile data across multiple workflows.
  • Collaborated cross-functionally to support reporting, auditing, operational initiatives, and process improvements.
Additional experience

U.S. Census Bureau — Field Enumerator: Collected and validated demographic data in a field-based environment while maintaining accuracy, communication, and compliance with federal standards.

American Coradius International — Asset Recovery Specialist: Managed recovery and tracking of financial assets in a regulated environment, strengthening analytical, investigative, and compliance-focused operational skills.

Technology Strengths

Infrastructure & Operations

Windows administration, endpoint deployment, software provisioning, backup planning, remote access, systems documentation, vendor coordination, and small-business IT operations.

ServiceNow & Asset Data

ServiceNow dashboards, Catalog Builder, task frameworks, document governance, ITAM/SAM/HAM support, audit coordination, compliance workflows, and data quality improvement.

Reporting & Analytics

SQL reporting, BI dashboards, Qlik Sense, Hyperion, data validation, report consolidation, automation, enterprise data analysis, and regulatory reporting support.

Technical Interests

Credentials & Community

General Class Amateur Radio Operator, KB2URI. ServiceNow training/certification experience is included where relevant through the ServiceNow experience above rather than presented as a major certification section.

Contact

For professional inquiries, connect through LinkedIn or use the contact page on this website.

Contact Tom LinkedIn