• Primary owner of the technology strategy and authoritative roadmap for all solutions in the Enterprise Service Management (ESM) portfolio• Ensures the ESM portfolio is aligned to IT goals and objectives, coordinate priorities, meet schedule and budget commitments, and deliver business value• Sets strategic direction for team and leads resources to achieve organization goals• Defines and communicates key performance indicators (KPIs), policies, and process changes for ITSM processes to ensure Service Quality business expectations are met• Provides leadership and direction to ensure quality products and services are being delivered to serve the business• Establishes and facilitates governing bodies made up of business partners and senior leaders to determine strategic alignment of initiatives and programs, optimize prioritization of demand and resources and develops business cases for new initiatives• Provides oversight and support on delivery of projects, acting as a point of escalation for the team and internal stakeholders, facilitates communication on any critical issues.• Monitors team execution and ensures that procedures are effective and efficient via a continuous improvement process

• Manages a large remote team of global resources providing support for ITSM, Infrastructure monitoring, and business process automation• Leads a diverse DevOps team to support a Managed Service Provider (MSP) ServiceNow and Monitoring practice• Establishes Center of Excellence teams to ensure process best practices, product governance and timelines• Leads pre-sales technical discussions for ServiceNow Managed Services and Monitoring as a Service offerings• Assists with overall client engagement activities, proposal development, and practice go-to-market offerings • Manages and facilitates development of client deliverables, executive summary read-outs, and detail fact based analyses• Manages vendor relationship to maintain licensing, pricing and roadmap awareness• Manages business analysts to align process to ITSM tools, manage master data, and curate the CMDB• Migrate existing tools and data to ServiceNow to include JIRA, Remedy and other ServiceNow instances• Supports internal and external clients in assessing their current IT Service Management environment and creating future state roadmaps to help them achieve their business objectives in a practical manner • Leverages knowledge and experience to deliver end-to-end solutions on ITSM Platforms which includes architecting technical implementation of ITSM processes, organizing and prioritizing development efforts, interfacing with vendors and management, and coordinating effort with both internal and client technical teams

ServiceNow• Leads a diverse DevOps team to support a managed service provider ServiceNow instance• Works with business analysts to align process to ServiceNow• Manages a remote team of global resources• Uses ServiceNow domain separation to deploy ServiceNow as a Service clients into a multi-tenant instance• Integrates tools and other ServiceNow instances• Migrate existing tools to ServiceNow to include JIRA, Remedy and other ServiceNow instances• Leads governance meetings to ensure development and release acceptance and timelinesScienceLogic• Leads a global EM7 monitoring team• Deploys EM7 monitoring as a service using multi-tenancy best practices• Works with engineering, compute and network teams to ensure proper threshold and alerting• Establish standard operating procedures

• Managed vendor and partner relationships unique to hosting operations including audits and reporting• Responsible for shaping policies and standards for information delivery, security and availability. Mentor and act as resource to project teams regarding project management policy & standards• Provide 24x7 on-call support on a rotating basis as escalation/incident manager. Representing Forsythe Hosting Solutions in interactions with customers and vendors/partners• Enhanced and maintained documentation/knowledge management and asset/inventory management processes including tools and policies• Established, documented and maintained relationships between Forsythe LOBs/relevant groups/units and Managed Hosting to facilitate knowledge sharing and training• Performed process analysis, process re-engineering and business and functional requirement gathering and align tools and documentation based on findings and needs• Performed various audit functions, validating adherence to established policies and procedures• Established quality of service, financial and other metrics, processes and systems to capture them including creating an operational dashboard to view and monitor progress

• Develop, maintain and ensure compliance with DR and security policies• Develop and implement change management procedures and policies based on ITIL • Ensure compliance with industry certifications and standards to include SAS-70, SOX, ITIL, HIPPA and PCI• Assess, implemented and enhanced existing management tools and aligned them to business processes• Enhanced and maintained asset/inventory management by implementing a centralized CMDB• Developed and maintained SLA measurements and reporting• Performed as technical account representative and managed customer implementations• Vendor management

• Develop, maintain and ensure compliance with DR and security policies• Develop and implement change management procedures and policies based on ITIL • Ensure compliance with industry certifications and standards to include SAS-70, SOX, ITIL, HIPPA and PCI• Assess, implemented and enhanced existing management tools and aligned them to business processes• Enhanced and maintained asset/inventory management by implementing a centralized CMDB• Developed and maintained SLA measurements and reporting• Performed as technical account representative and managed customer implementations• Vendor management

• Overall responsibility for the Managed Services daily Operations including strategic direction, staffing, business development, team management and customer satisfaction.• Design secure on-line application infrastructures for potential clients and recommend new technologies to existing customers to meet their strategic business objectives.• Oversee technical operations to include security configuration and response, data warehouse security, general site availability, Oracle and application health and recoverability.• Develop Business Continuity Plans, design and test disaster recover operations and ensure client regulatory compliance.• Perform detailed requirements analysis and develop network & security policies; manage site migrations, create processes for network monitoring, including triage, escalation and reporting.• Establish procedures and processes for maintenance schedules, change management, impact analysis, testing and rollback.• Managed, trained and mentored the operation’s team consisting of Unix, NT/2000 and network engineers. Assigned daily tasks, created on-call schedules, provided feedback and counseling and supervised day to day activities.• Designed and evaluated data center infrastructure to include racks, cabling, power, etc., to meet specific customer requirements. Managed implementation efforts and performed network analysis using LAN/WAN/Protocol analyzers. • Implemented, monitored and supported numerous server farms. Versed with a myriad array of networking and computing equipment including; Cisco, Dell, Sun, Compaq, Alteon, etc. Provided hands-on technical assistance as required • Designed and implemented security solutions to include Virtual Private Networks (VPNs), firewalls, intrusion detection systems, etc. • Ensure compliance standards are meet for all customers (Sarbanes-Oxley, PCI, HIPPA, and SAS-70)

• Performed network assessments for many government contracts.• Planned, implemented, and administrated a network for the Department of Finance and Accounting Service (DFAS)• Managed a Service Help Desk with seven technicians supporting over 800 users.• Planned and implemented multiple network migrations to Microsoft Windows Server Platforms.• Planned and implemented a Microsoft Exchange migration.• Performed E-mail administration for an 800 user MS Exchange site.• Researched, evaluated, and installed new commercial off-the-shelf software packages and computer hardware products.• Maintain Network documentation.• Developed and maintained disaster recovery plan.

Worked with Honor Technologies which was purchased by First Data after I had left. I managed the Virginia office network.