SUMMARY

• IT Service Management professional with over 20 years’ experience in teh design, implementation and support of a full spectrum of IT operations processes and programs and measures for Global and Regional Financial, Government, Research and Development and Commercial organizations.
• Leadership experience in large & medium enterprises, managing staff of professionals emphasizing career development and creating opportunity for growth.
• Skilled at developing key relationships between organizational teams to improve communications and teh flow of information.

TECHNICAL SKILLS

• ITIL Foundation Certified
• Service Level Management (SLA)
• Metrics Analysis and Development
• Incident Management
• Release Management
• Project Management
• Problem Management
• Identity Management
• Root Cause Analysis
• Change Management
• Process Improvement
• Continuous Process Improvement
• Configuration Mgmt. (CMDB)
• Solutions Architect
• Documented Procedures
• Technical Skills ServiceNow (Aspen - London)
• Configuration Mgmt. (CMDB)
• ITOM/Discovery
• MID Server/Credentials
• Asset Management/SAM
• Change Management
• Orchestration/Workflows
• Service Mapping
• BDNA: Normalization
• UI Actions/Script Includes
• Service Catalog
• Contract management
• Procurement
• Users/Groups/Roles
• Business Rules/Dictionary
• Performance Analytics/Reports

PROFESSIONAL EXPERIENCE

Senior Solutions Consultant

Confidential

Responsibilities:

• Conducted Joint Application Delivery (JAD) workshops with key business and technical members to communicate capabilities, collect and document requirements to be delivered.
• Assessing customer capabilities in terms of both technical environment and organizational maturity levels with regards to established best practices.
• Developed cloud discovery solution using ServiceNow Discovery, AWS and Azure technologies to collect cloud-base applications and map them to teh CMDB to halp understand their impact to teh overall business.
• Designed an enterprise CMDB leveraging Discovery, SCCM and additional integration targets to provide a complete and automated method of populating and maintain data accuracy
• Created and contributed to multiple solution proposals, presentations, and functional and technical requirements including test scripts and user acceptance stories.
• Conducted research on current and planned capabilities with ServiceNow, leveraging various resources such as Partner Portal, Knowledge base, teh Community and colleagues.

ServiceNow Solutions Architect

Confidential

Responsibilities:

• Provide subject matter expertise, act as technical product advocate, design, develop and implement client requirements within teh ServiceNow platform
• Implement technology specific best practices and standards
• Researches and evaluates alternative solutions and recommends teh most efficient and cost-TEMPeffective solutions
• Proposes data model, design changes to processes and products exerts significant latitude in determining objectives of an assignment
• Translates requirements into functional and technical requirements
• Designs and develops extensions to Service Now data model in support of requirements
• Reviews and refines designs for usability and testing scenarios and refines test cases, to ensure applications quality and works with users to review test results to ensure they meet expected results
• Supports and coordinates scheduling and execution of releases, product upgrades, new technology deployments
• Evaluates new features and produce comprehensive analysis and recommendations. Performs and participates in product roadmap planning.
• Produces and maintains detailed system documentation including system architectures, design specs, maintenance, troubleshooting, deployment, disaster recovery, technotes, and testing, etc.
• Oversees teh on-premise installation of ServiceNow systems ensuring adherence to client requirements to include applicable DoD Security Technical Implementation Guides (STIGs)
• Responsible for mentoring and coaching technical team members
• Works with project manager to ensure teh project on-time, on budget and within scope
• Develops and maintains an in-depth understanding of teh supporting application architectures and teh general application functionality provided by teh solution being implemented
• Contributes to continuous improvement of client and Cask processes, standards, policies and tools

Systems Architect

Confidential, Wilmington, DE

Responsibilities:

• Implemented a global ServiceNow Discovery solution, populating a comprehensive CMDB, developing custom classifiers, probes and sensors to include IBM WebSphere, DB2, network gear, and lost desktops and scanning multiple data centers in Delaware, London and Iowa on a daily basis.
• Helped to design, build, implement and maintain a CMDB that maps all enterprise applications, servers, databases and middleware to internal businesses teh monitor and report IT service consumption for an accurate and documented charge-back process.
• Responsible for teh design, implementation and management of teh Incident, Problem and Change Management processes as well as teh Service Catalog, Service Level and operation of teh Service Desk.
• Successful migration from small call tracking system (HEAT) and various request fulfillment applications and manual processes to a centralized enterprise IT Service Management platform hosted in teh cloud (ServiceNow).
• Defined and established a formal Incident Management process to record, monitor and report on all issues effecting teh enterprise. Included establishing and implementing service levels and processes to consistently prioritize, escalate and report on teh status of teh performance of support services.
• Created a Service Catalog representing all of teh services (over 200) offered to teh enterprise in an online, self-service approach with defined workflows, service levels and approvals. Service Catalog included variations and customizations for multiple and diverse business requirements.
• Developed a comprehensive Change Management policy to document and address both compliance and risk mitigation as well provide a practical set of procedures to facilitate changes to teh overall environment. Incorporating critical production issues as well as urgent business requirements.
• Implemented Problem Management process to identify and respond to major service issues as well as recurring ones.
• Worked with management from across teh businesses to report on service performance, collect requirements, transition and improve services and to manage teh expectations of service delivery. Utilized and published KPI’s and customer satisfaction survey results gatheird from ServiceNow to ensure critical success factors were being met.
• Managed Third party relationships with key vendors such as ServiceNow and associated solution providers teh halp develop and deliver teh ITSM solution.
• Formed strategic partnerships with teams from across teh enterprise to ensure teh business needs were being met and to halp collaborate on a strategy to develop a Configuration Management System within ServiceNow and populating and managing a centralized CMDB.

IT Service Manager

Confidential, Wilmington, DE

Responsibilities:

• Worked closely with vendor, third-party consultants and software developers to design solutions based on requirements and capabilities within teh system and corporate infrastructure.
• Established a common Change Management policy and procedures supported by a consolidated, single tool. Enabled teh organization to address and meet all compliance issues and identify and reduce risks by reducing Emergency and Expedited changes by 30%.
• Created a single automated Inventory Management process that provided management with real-time information on assets and their disposition. Incorporated data into a centralized CMDB where teh relationships between physical and logical elements were mapped.
• Maintained ownership and support for current set of tools (ITSM, TeamTrack and HEAT) and processes during transitional period.
• Assessed maturity level of current processes and worked with business and IT leadership to document requirements and improvements needed to meet compliance and corporate guidelines, consolidating and automating processes where possible.
• Leadership role in implementing ITIL standards which included training of staff and communication of standards and best practices across teh enterprise including senior management and business stakeholders.
• Played lead role in several areas involving aligning processes and integration with new parent company including developing and producing key metrics and scorecards.