Leadership & Growth: Leading the development of a boutique ServiceNow partner, driving tailored platform capabilities, strategic roadmap planning, and ongoing client support.Team Development: Managing and expanding sales and operations teams to ensure ServiceNow solutions meet client needs, goals, and budgets while empowering customer workforces.Strategic Solutions: Developing standards, implementation strategies, and curated solutions to deliver sustainable and scalable platforms that drive operational excellence and growth.

ServiceNow Technical Sales Director: Oversaw ServiceNow sales strategy across $300M in annual total customer sales. Developed integrated solutions and catalogs focused on IT Operations (ITOM) and asset lifecycle management, driving integration strategies across platforms.Team Leadership: Managed cross-functional teams of program managers, developers, and asset analysts, driving collaboration across sales, delivery, and governance to service internal and external clients.ServiceNow Platform Owner & DevOps Leader: Led ITSM, ITAM, and IT Modernization initiatives on a multi-tenant ServiceNow platform, managing roadmap, agile sprints, backlog, and customer engagement.

Enterprise Process Optimization: Advised Fortune 100 companies on ITSM, ITOM, Asset, and Customer Service processes to enhance platform efficiency.CMDB & CSDM Expertise: Led consulting efforts on best practices for CMDB and CSDM, ensuring alignment with business goals and maximizing ServiceNow platform value.

Growth Leader: Scaled customer-facing managed services from $5M to $50M annually over 3 years, driving revenue through enhanced service delivery.Program Owner: Managed critical federal programs, overseeing help desk support, proactive monitoring, and IT asset management for large-scale operations.People Leader: Led and mentored over 250 employees, improving retention by 30% YoY through career development and operational efficiency.ServiceNow & IT Operations: Owned ITIL/ITSM/ITAM delivery, agile project management, and customer-facing systems, including call center software and cloud infrastructure (Azure GCC High Federal Cloud).

Team Leadership: Led Senior IT Engineers and Technical Account Management teams, delivering specialized services to law firms globally.Pre-Sales & Product Management: Developed and standardized service offerings, driving continual improvements in cloud, datacenter, VDI, and network security.Client Relationship Management: Managed key client engagements, delivering technical roadmaps, modernizing infrastructure, and ensuring accurate billing for complex solutions.

Team Leadership: Managed 4 Project Managers and 12 Engineers, delivering multiple IT projects across the Mid-Atlantic region, including domain/email migrations, network upgrades, and office moves.Project Delivery: Designed and led IT projects with a focus on lean resource management, implementing new networks, cloud services, and support contracts.Technical Liaison: Acted as the bridge between customers and engineering teams, ensuring smooth communication and on-time, successful project completion.

Network & Systems Support: Scoped, built, deployed, and provided Tier 2/3 support for network infrastructure (Cisco, Fortinet, Juniper) and enterprise systems (VMware, Active Directory, Microsoft Exchange, MDM) across 20+ companies and 2,000+ users.Technical Expertise: Specialized in Active Directory and Microsoft Exchange/Office 365, resolving complex issues across desktop, server, network, and cloud environments.Mentorship & Documentation: Owned technical documentation, mentored team members, and managed escalations, ensuring seamless operations and knowledge sharing.