SUMMARY:

• Thought leading integration of IT Service Management principles (ITIL), progressive service management principles (e.g. SIAM, SRE, DevOps) and industry lessons - learned savvy in the design and management of effective IT service improvement projects.
• My success in facilitating rapid, sustained improvements in core service management processes is a result of my focus on the key prerequisites for successful transformations; aligning IT staff on optimizing the complex interdependencies between processes, ensuring the design of a true service-based CMDB data model and experience-based insights into effective culture strategies.
• Continually evolving 15+ year career in progressive ITSM transformation program leadership resulting in extensive intellectual property and comprehensive lessons-learned insight into effective IT transformation strategies
• Career-long passion and proven success in facilitating creative, progressive and successful IT service improvement programs:
• Lead multiple (6) full lifecycle IT Service Management process improvement programs including visioning, strategy, program design, project management and continual improvement
• Innovated a rapid process improvement methodology for Confidential, successful in showing quantifiable improvements in key process indicators within 3 months
• Multiple successful ServiceNow®-based, fully integrated Change, Release, Incident, Problem, Knowledge, Asset & Configuration and Event Mgmt. solution design-implementation projects
• Multiple successful Cloud migration IT transformations design - implementation programs: integrating, streamlining and automating ITSM processes supporting hybrid cloud environments
• Innovative DevOps implementation programs: Streamlining and automating core Service Design and Service Transition processes in support of continuous delivery release cycles

SKILLS OVERVIEW:

• ITIL Expert Certification
• SIAM Integration with ITIL
• ServiceNow Optimization, Reconfiguration
• DevOps CI/CD Pipeline Definition
• ITIL Process Maturity Assessments (CMMI)
• Rapid ITSM Process Maturity Assessment
• Rapid Process Design/Improvement Workshops
• IT Vision and Strategy Workshops
• CMDB Redesign-Service Relationship Modeling
• Optimizing SLAs, OLAs & Availability Mgmt.
• Incident, Problem, Change, Knowledge Integration
• Culture Change Facilitation Savvy
• Service-based Event Mgmt. Auto Incident Resolution
• Team Building-Leadership
• Service Mgmt. Organizational Restructuring
• IT Governance-Compliance
• Service Strategy - Business IT Alignment
• Business Relationship Management
• Service Portfolio Optimization
• DevOps Process Integration-Improvement
• SLA - OLA Contract Design-Implementation
• ITSM Tool Design-Migration
• Availability, Capacity, Demand Mgmt Integration
• ServiceNow® Certifications
• Automated Asset and Configuration Mgmt.
• ITIL Best Practice Training
• Process, Procedure, Policy Documentation Templates
• Business Analyst, Requirements Translation
• Roles and Responsibility Documentation/Alignment
• Agile Scrum-based Project Management
• Visio Expert: Quality Process Diagram Templates
• Creative %-improvement KPI Reports

EXPERIENCE:

Executive Consultant - CEO

Confidential, Seattle, WA

Responsibilities:

• Independent Contracting Confidential Consulting.
• Specializing in providing IT leadership teams the detailed strategy and program management expertise to transform IT services, ensure the agility to support the pace of innovative business process improvements required for competitive advantage

IT Cloud Architecture Service Excellence Lead

Confidential, Seattle, WA

Responsibilities:

• Recruited by Confidential to manage multiple successful IT transformation programs, providing strategic, tactical and operational consulting guidance to IT leadership teams requiring urgent improvements to IT service levels.
• Managed successful ITSM improvement programs involving maturity assessment, strategy, process design team facilitation and implementation program management spanning multiple phases integrating multiple processes
• Special skills and savvy in focusing all levels of IT staff on practical, tailored maturity improvements via tight process integration and effective automaton, defining process roles that redirect change resistance into a motivation to achieve rapid, quantifiable improvements in IT service levels

Senior ServiceNow Consultant

Confidential, Kirkland, WA

Responsibilities:

• Designed a detailed portfolio of consulting services that included all phases of a successful IT service improvement strategy, leveraging ServiceNow’s capabilities to streamline and automate ITIL processes, integrate Dev and Ops processes and support emerging trends in DevOps, virtual infrastructures and Cloud-based services

ITIL Specialist

Confidential, Ft. Huachuca, AZ

Responsibilities:

• Recruited by the Confidential to manage a critical service improvement transformation supporting the Confidential ’s Confidential operation, a huge and complex project to improve the vital communication network supporting all military branches.
• Provided strategic planning support for a massive Service Desk consolidation/transformation program, including a complete redesign of the existing Confidential ® CMDB and IT Service Management process supported by Confidential ’s Remedy® environment

Executive Consultant/President

Confidential, Spokane, WA

Responsibilities:

• Provided consulting leadership for full lifecycle strategic IT Service Management improvement program for the CIO of a Confidential manufacturing organization.
• Delivered a successful 3 phase strategy involving an accelerated maturity assessment, rapid process redesign workshops and a combined implementation and governance phase including redesigning the IT organization to support a mature Service Management governance function

Director IT Service Management

Confidential, Sandpoint, ID

Responsibilities:

• Recruited by Confidential to serve on the CIO’s leadership team as the service improvement strategy owner, accountable for a comprehensive transformation in IT’s service management capability. Successfully achieved quantifiable improvements in key Service Desk metrics in less than 3 mo., as well as reducing Change Related Incidents at more than 7% per month via a new Change Mgmt. process, tool and organization structure

Senior IT Service Management Consultant

Confidential, New York, NY

Responsibilities:

• Recruited by Confidential to manage a massive Confidential IT service improvement program involving 26 ITIL v3 processes.
• Successfully collaborated with multiple Confidential IT services departments to deliver a detailed strategy and tailored process design documentation to ensure process, policy and procedure integration across all departments and diverse department cultures

ITIL Service Manager / Independent Consultant

Confidential, Seattle, WA

Responsibilities:

• Independent contractor delivering a detailed strategy for a designing a mature IT Service Management Organization and IT process improvement transformation program for a local business owner.