SUMMARY:

• Vision - driven change agent with career - long record of TIL service management , project management , and Service Now success for lead i ng o r gan i za ti ons.
• Proven talent for aligning business strategy and objectives with established technical project management paradigms to achieve maximum operational impacts with minimum resource expenditures.
• Growth-focused thought leader with expertise spanning ServiceNow system administration, Agile and Waterfall methodologies, process implementation, business continuity, transition management, information security, infrastructure optimization and deployment, requirements gathering, software development, risk management, gap analysis, application testing, and Agile methodologies.
• Exceptional administrator with keen interpersonal, communication, and organizational skills as well as team leadership, interdepartmental liaisons, and operations management expertise.

PROFESSIONAL E XPERIENCE:

Confidential

Responsibilities:

• Developed the company onboarding process.
• Gathered ITSM Incident Management, Problem Management, Knowledge Management, Asset Management, Service Catalog, and Employee Self Service Portal requirements for the transition to a ServiceNow Geneva platform from a Remedy 9 system (project for Leidos).
• Provided worksheet requirements for gap analysis of requirements to be fulfilled during workshops.
• Formulated presentations; provided Leidos with information on integration of ITSM processes in ServiceNow.
• Created initial Agile stories for the story grooming required in a Knowledge Management transition.
• Consolidated requirements for 5 Omnicom Business Units into a ServiceNow cost-saving Employee Self Service and Service Catalog process.
• Delivered Service Request Catalog process guide and Agile development stories to Service Architects for development.

Confidential

Responsibilities:

• Guided implementation and provided support for transition of existing Problem, Knowledge, Service Request, and Configuration Management processes to a Process Driven Service Management (PDSM) program involving the ServiceNow Eureka Instance.
• Served as Functional Service Management Consultant for the ServiceNow interface, liaising between Business teams and HCL Development teams.
• Performed functional integration and user interface testing/analysis to upgrade to the ServiceNow Geneva Instance.
• Developed transitional software requirements, specifications, and process documents; tested integration solutions prior to release; and maintained a transition workbook.

Confidential

Responsibilities:

• Created IT Service Management policies and process documents for Incident, Problem, Event, Request Fulfilment, Capacity, IT Financial, Availability, Change, and Release Management.
• Developed the Service Management Implementation Roadmap utilizing HP Service Manager and ServiceNow.

Confidential

Responsibilities:

• Consulted on successful implementation of ServiceNow Problem Management and Knowledge Management Modules.
• Determined functional requirement specification, designed workflows, and developed testing and training plans for knowledge and problem management module within the ServiceNow system.
• Integrated Problem and Knowledge Management into Incident/Asset Management System of ServiceNow platform.

Independent consultant program/project manager

Confidential

Responsibilities:

• Provided pre-sales consultation on requirements gathering, Service Management best practices, ITIL processes, project handoff, and reassessment of previous processes from Service Now's integrated platform in collaboration with a ServiceNow Senior Solutions Consultant and ServiceNow Partner.
• Learned ServiceNow implementation processes and best practices to ensure an effective Project Management approach.

Confidential, Denver, CO

INFORMATION SECURITY PROGRAM MANAGER

Responsibilities:

• Transitioned Information Security Program Support (ISPS) at Confidential / Confidential .
• Managed support in 4 Task Areas: Contract Program Management; Risk Management; Security Operations; Information Management

Confidential, Washington, DC

INFORMATION SECURITY AND ASSURANCE MANAGER

Responsibilities:

• Implemented Federal government Security programs in accordance with the Federal Information Security Management Act (FISMA), NIST 800-53a Controls, and FIPS 199 Standards for Federal Energy Regulatory Commission (FERC) Security Certifications and Accreditation.
• Directed the FERC Security Operations Center (Vulnerability Management Security Incident and Event Management (SIEM) reporting and Incident Response), FERC Application Testing, and Configuration Management.

Confidential

PMO MANAGER

Responsibilities:

• Trained on ISO 27001 to integrate company's business model with the PMO operations.
• Developed and deployed Project Management Office policies and procedures for managing PMO with focus on Project Management performance controls, resource planning, and logistics for Information Security Projects.

Confidential, Plano, TX

transition manager

Responsibilities:

• Implemented Service Delivery projects (due diligence, standard operating procedures, and support) for Service Desk, Desk side Support, OPAS (Remedy-based tool) production database, and Server Services prior to transition to Confidential best practices.

Confidential, Plano, TX

Service implementation manager

Responsibilities:

• Defined corporate business functions from the bottom up by region and integrated them with enterprise management operations, ITIL processes, and aligned tools transformation initiatives.