** Linium was acquired by Ness Digital Engineering in April 2018 and has united its brand with Ness in March 2020. **>> Work closely with clients through workshops and requirement gathering sessions to educate on existing best practices to determine a solution that fits their needs with ServiceNow.>> Document user stories and supporting material for Solution Architects to utilize during the development process.>> Work closely with clients across multiple industries (financial, retail, hospitality, etc.) on Software Asset Management (SAM) best practices and implementation of SAM Professional with ServiceNow in their environments. >> Perform CMDB Readiness assessments of ServiceNow environments for clients to establish current environment state and provide roadmaps to mature their environment to fit their needs.About Linium:Linium, a Ness Digital Engineering Company, delivers the full business benefit of digital enablement end-to-end, empowering customers to achieve modernization and better business performance through highly-effective uses of data and the ServiceNow platform. Linium provides a range of consulting services designed to help organizations improve business operations and drive growth.

** Linium is now Ness Digital Engineering **>> Mentor three direct reports with weekly one-on-one sessions and performance reviews. Approve time sheets, expense reports and time off requests in line with company policy.>> Work closely with clients across multiple industries (financial, retail, hospitality, etc.) through workshops and requirements gathering sessions to educate on existing best practices to determine a solution that fits their unique needs with ServiceNow.>> A global hospitality company needed to track and update their vendor and franchisee facility upgrade management processes. Using the ServiceNow Customer Service Management (CSM) Module with Request Management created a solution to maintain oversight for the internal Vendor Management team on all active requests while allowing selection and interaction between franchisee and vendors.>> A global telecommunications company needed to create a sourcing management process that leveraged existing ServiceNow data and resources. Using a scoped application created a solution that managed all sourcing request projects, their related agreements to each supplier but also the governance and contractual tasks that are related to the full lifecycle of a sourcing request.>> A major North American retail chain needed to review their existing Configuration Management Database (CMDB) & IT Asset Management (ITAM) processes in their ServiceNow Instance. After initial review and cleanup of the CMDB and Configuration Items (CI) outlined a roadmap of next steps to maintain a healthy environment. This assessment and roadmap generated multiple follow-up projects to continue standardization of their ITAM practice to industry best practices.

>> Product Owner and Process Advocate for the Agent Experience of 15+ Incident Support Teams and 5 Customer Success Teams that utilized a hybrid support environment of ServiceNow (ITSM / CSM Modules), Salesforce (Service Cloud), and PagerDuty.>> Work closely with senior and executive leadership in Customer Success, Operations, Engineering, and Digital Technology groups to consult on process improvements and align stakeholders with product strategy and roadmaps.>> Converged two support teams (~125 Global Support Agents) from disparate systems (Fuji Instance ServiceNow & Salesforce) on to a single instance of ServiceNow in 84 business days using Incident and Customer Service Modules.>> Connected ServiceNow, Salesforce and Agile Central (Rally) that enabled Support Agents to able to open tickets in any of the related systems from Case or Incident records.>> Presented at ServiceNow’s Knowledge18 on the topic “How GE Digital Implemented CSM and ITSM at Record Pace!” that resulted in a speaker rating of 4.2 of 5.0.>> Completed GE Crotonville's Building Essential Leadership Skills (BELS) Training.

>> Product Owner and Lead Administrator for ServiceNow>> Oversaw software compliance for HDRs application portfolio (~5,000 applications).>> Oversaw implementation of Software Asset Management (SAM) program throughout the organization to improve governance, processes, and audit for life-cycle management of software assets.>> Implemented ServiceNow in 6 months as an IT Asset Management solution to manage all IT Assets (~30,000 Hardware Items and ~5,000 Software Titles) Lifecycle along with related maintenance and contract data.>> Completed ServiceNow's Implementation, with the assistance of an implementation partner, 2 months ahead of schedule generating a contract savings of $40,000 on contract labor hours.>> Establish best practices for regular EULA review of new and updated software titles submitted from Field Support staff averaging at 30 EULAs to review weekly.

>> Manage South Atlantic Support Services team to provide support for all facilities in the team area (NC, SC, GA, AL, TN, MS)>> Serve as a technology consultant to engineering and architecture leadership to develop IT Solutions that help the business meet client deliverables in a cost-effective manner.>> Functional Subject Matter Expert (SME) for PeopleSoft (Connects) for requisitions, receipts and asset maintenance/management. >> Participate in ITG Enterprise Initiatives and Projects such as Business Continuity Planning, Enterprise Backup and Recovery Technical Design, and Technology Device Management.>> Keynote speaker and lead 4 break-out sessions at the HDR ITG Conference 2013 in Omaha, NE for over 300 IT participants.>> Honored with employee-driven HDR Pathfinder Award in Leadership.>> Graduate of the 2015 HDR ITG Leadership Academy.>> Charter member in Speaking by Design Toastmasters Club to enhance communication and leadership skills.

>> Manage End User Service environment for the Hydropower Services department which consists of 8 offices and 300 users across the US and Canada.>> Recovered from a 6 month delayed acquisition to be back on originally planned schedule just 90 days after hire; included full network cutover, e-mail conversion and office printer vendor switch across 8 offices across the nation.>> Implement department specific SLA on ticket response times and on-call coverage to facilitate more effective customer support throughout all locations.

>> PC Services Support Lead for 17 locations across the Southeast, East Coast and Canada; three locations being Americas Customer Service Call Centers.>> Team Lead for 90 Day Level One Integration TeamsAssociate Workstation Analyst (April 2005 - March 2008)>> Provide PC support for Southeast Region – 500 Computers across 7 Locations, two locations being Americas Customer Service Call Centers.

>> Provide PC support for Southeast Region – 500 Computers across 7 Locations, two locations being Americas Customer Service Call Centers.

>> Supervise five PC and Network Technicians and daily client scheduling.

>> Managed Retail Technicians in Retail store environment.>> Perform basic technical duties including installation of peripherals (motherboards, sound cards, etc.), operating system repairs, virus scans and bare-bone rebuilds.