Principal Consultant focused on everything ServiceNow

No frills, common sense consulting for the ServiceNow tool.

As a member of the Professional Services Division, responsible for managing multiple parallel ServiceNow projects across distributed teams consisting of on-shore architects, off-shore developers, and vendors to deliver high quality results within time and budget constraints. Duties include all aspects of project management and implementation from pre-sales demos, conducting on-site requirements gathering workshops, through architecture and design, planning, development, documentation, and post go-live support. Engagements range from short pre-defined and time-boxed projects using out-of-box standard configurations, to long-term “5 year roadmap” strategic builds which include initial process mapping and requirements gathering, service catalog taxonomy review and build, custom application development, all aligning with the strategic vision as set forth by the partner. Responsible for managing resources as needed to ensure an on time and cost-effective final product. Primary industry sectors supported include medical, research, insurance, financial, and higher education. Most projects focus on implementation and configuration of Evergreen’s custom CMS Metro Portal, which includes CSS, HTML, XML, and Jelly modifications to satisfy requirements as needed. Other noteworthy projects include CMDB implementations and integrations via web services, Service catalog taxonomy development and implementation, and migrations from HP ServiceCenter to ServiceNow. All projects managed using the SCRUM methodology.

Served as a member of the InCloud Division development team. Tasked with delivering high quality ServiceNow based solutions to financial sector partners by blending their specific use-cases with ITIL-based best practice processes. Duties included all aspects of ServiceNow project implementation from analysis and requirements gathering workshops, technical architecture and design, planning, implementation, documentation, and post-implementation support. Noteworthy projects include implementation of the Service Catalog and CMS portal to introduce self-service into the partner environment, ground-up CMDB development via the ServiceNow Discovery tool and integrating with SCCM, and implementation of the Financial Management module to facilitate budget planning and forecasting. Conducted partner ServiceNow training sessions consisting of basic administrative functions and more complex scripting and development topics for the ServiceNow support team. Responsible for acting as the ServiceNow administrator for multiple parallel partners, and troubleshooting and resolving issues as reported. This included working closely with partner support groups and third-party teams to ensure that the solution was cost-effective and, while maintain business services. Per clients’ requirements, all projects were managed using SDLC or SCRUM methodology.

served as primary ServiceNow architect and team lead for 5 senior-level engineers supporting ~23000 end users. Responsibilities included ServiceNow administration and development, Help Desk support, reporting and trend analysis, chargeback reconciliation, training, and knowledge base management. Personal duties ranged from routine ServiceNow administration to complex and strategic projects which included designing, developing, and managing the Employee Self-Service (ESS) portal, management of the corporate discovery tool, procedure documentation, scripting, workflow management, and automation administration. Responsible for coaching and assisting lower level engineers in acquiring training and knowledge in deficient areas, assisting management with employee reviews, and maintaining a positive and engaging environment. Planned, attended, and led meetings ranging from weekly staff meetings to strategic multi-department and session “Kaizen” process improvements meetings. Contributed to executive level meetings as the ServiceNow subject matter expert. Responsible for maintaining and reporting on key performance indicator data for ~90 engineers, identifying deficient areas, and working with management to correct. Responsible for organizing and conducting training for ServiceNow and Employee Self-Service via remote sessions, on-site classes, and knowledge base document creation. As a team, responsible for achieving IT goals set forth by leadership such as Self-Service use of ServiceNow at 40% (reached over 50%) and maintaining overall customer satisfaction rating of 5 or better (scale of 6). Collaborated with Help Desk management and third-party vendors to integrate with ServiceNow to allow multiple contact points. Responsible for streamlining the ServiceNow tool and processes to enable the Help Desk to achieve their metrics such as current Priority 1 Incidents, average speed of answer, average hold time, current wait time, and to operate more efficiently in general.

Responsible for leading the IT Deployment and PC lease refresh teams, which consisted of 7 support groups with ~25 engineers. Duties included ensuring that all groups maintained an average of no more than 10 open incidents and 30 open requests/changes. Responsible for the PC lease refresh team staying on track to maintain a 3-year rotation (+/- 500 units per month), and addressing deficiencies in process and staff as needed. Acted as the primary IT Deployment point of contact, collaborating with project management and manufacturing teams on larger projects such as acquisitions & mergers and corporate system rollouts and upgrades. Allocated IT Deployment resources as needed to ensure projects were completed on time and within budgets set forth by business and IT leadership. Worked with IT management to agree on and create Service Level Agreements and Key Performance Indicators for the teams, and was responsible for holding them accountable for reaching and surpassing these goals.

Member of the IT Deployment team performing field support for ~25000 global end-users of all levels. Supported software and hardware ranged from MS Office, Lotus Notes, Google Apps, desktops and laptops, printers, VoIP phones and PBX, and network switches, to more complex plant floor equipment such as PLC systems and Hyster mounted PC systems. Personally responsible for executive level support, which included 24x7 on-call support, onsite/in-house visits as needed, and procurement and install of personal purchases for homes. Day to day duties included management of incidents, requests, and changes assigned to my group, participating in on-call rotation, helping the PC lease refresh team during high-volume periods, assisting with KB document creation and editing, and meetings as required.

Working on-site for ShawFloors as a consultant in the Client Solutions. Responsible for completing PC lease replacements, which included laptops and desktops running basic office applications, to complex shop floor PC’s running enterprise manufacturing software connected to coaters, carpet rollups, dyelines, shipping gates, and scales. Resolved incidents and completed requests as needed based on total workload of the team. Assisted with several large company acquisitions, which included conversion of all software and hardware to company standards, which included conversion of networks, print queues, PC/Laptops, and installing shop floor systems and hardware at multiple distributed locations.

Tasked with replacement of out of lease client/server hardware and out of license software for all locations (~5000 end-users). Assisted with streamlining the replacement process by utilizing SMS and other automated technologies. Software was refreshed by remote means as well as on-site; Hardware updated by on-site replacement. Performed light executive level support when needed.