• New Madrid implantation with: Agent Workspace, CAB Workbench, Change, CMDB, Customer Service Management, Discovery, Incident, Knowledge, Request, Service Portal• Customized LDAP integration to support creation of CSM accounts and contacts• Provided guidance and training on out of box platform capabilities and technical best practices• Prepared customized demos to prospective new and existing clients• Refactored workflows to simplify maintenance and support• Created ability to generate requests from inbound email and autogenerate assignment rules• Leveraged ATF to streamline testing and platform upgrades• Customized routing for users to support multiple user classes and service portals• Created numerous data driven catalog items allowing for non-admins to maintain and manage their services• Major clients include: Floor & Décor Holdings, Inc. | Prudential Financial, Inc. | Marriot

• New Kingston implementation with: Asset, Change, CMDB, Incident, Knowledge, Problem, Request, and Service Portal• Leveraged application scoping for all implementation customizations: business rules, script includes, workflow, and custom applications• Implemented and enhanced MobileIron integration for Mobile Asset Management• Created custom project management application with automated status report generator• Created Service Portal search source to Confluence using REST and CQL• Created reusable and configurable approval and request workflows driving over 70 catalog items• Created incident assignment rule to query CMDB and return best assignment group match• Performed requirements gathering, project planning, development, QA, and training for multiple groups

• Placed at The Walt Disney Company in Technical Lead role• Performed technical assessments for new/prospective clients

• Implemented Legal Service Management and created customizations in a scoped application• Evaluate demand, stories, and defects with customer and architectural teams to produce rough order of magnitude or technical plan for business and development teams• Assisted development teams with coding best practices through peer code reviews and ad hoc meetings

• Automated configuration of LDAP, REST, and SOAP integrations for sub-prod instance cloning• Created Software Deployment application allowing for support teams to administer/maintain catalog items and workflow of software catalog items• Improved load time for user and group production sync for sub-prod instances from minutes to seconds• Improved load time when retrieving update sets from lower instances

• Created operational and managerial homepages for ServiceNow admin, dev, and management teams• Refactored HR Onboarding workflow to simplify support and future enhancements• Implemented bulk asset transfer catalog item leveraging dynamic table variable and asset data• Enhanced Folder Permissions catalog item to simplify administration by support teams

• Created custom appointment application similar to Outlook that can be applied to any task based record• Created dynamic due date based SLA allowing for multiple date changes and notification schemes• Provided support to all RSAC corporate offices, divisions, subsidiaries, end users, and stakeholders• Configured ServiceNow workflow, user interface (UI), and customized applications; performed minor enhancements to ServiceNow instances, system properties, and configuration items• Gathered user requirements from stakeholders, translated into functional requirements, technical specifications, and mock-ups to architect, engineer, design, and deliver value-added solutions• Took initiative to identify gaps to develop value-driven solutions to streamline and automate processes• Facilitated and managed new application and module roll outs to improve productivity and scalability• Prepared Statements of Work with vendors, presented solutions to management, planned milestones, and collaborated with project managers to manage: risks, scope, resources, and time constraints• Facilitated project communications and completed User Acceptance Testing (UAT)• Created custom discovery to capture local shares and administrators of Windows machines to CMDB• Developed training materials, procedural documentation, support protocols, facilitated learning workshops to demonstrate application functionality and provided content for knowledge base repository• Collaborated with IT management to re-architect change management workflow to align with updated change policies• Improved user experience by creating a pause workflow to ensure timely incident resolution• Automated calculation of PO invoice remaining balance which reduced Accounting labor hours• Ensured ServiceNow platform patches and upgrades were implemented on a regular basis with minimal business disruptions• Created custom applications to manage compliance: Safety, Transportation, and Export policies

• Managed the planning, design, and execution of SharePoint 2007 to SharePoint 2010 farm upgrade• Ensured appropriate tools and processes were in place to ensure a reliable and reproducible results• Facilitated and managed 20+ implementations of Maintenance Connection which converted sites to paperless scheduled maintenance and daily checklists of warehouse equipment and machinery• Ensured tool configuration consistency across development, test, and production environments• Supported, administrated, and maintained Maintenance Connection (CMMS) and SharePoint 2010• Generated qualitative reports and corrected data discrepancies using SQL queries

• Lead project team in planning, design, and execution of Accounting workflow redesign project• Utilized Agile project management methodologies to execute and manage project deliverables• Performed data extractions and compiled reports of legacy ERP systems for corporate internal audit• Supported, administrated, and maintained SharePoint 2007, OpenText eDOCS (Legal document management system) and ServiceNow (custom safety application)

• Standardized and streamlined implementation process which reduced the average implementation time from 1-2 months to 2-3 weeks while improving implementation quality and customer satisfaction• Allocated technical resources, assigned projects, and managed weekly team meetings to proactively monitor tasks and realign when applicable; drove initiatives for team urgency and accountability• Mentored technical and sales resources on implementation process, scripting, and methodology• Develop custom document filing and barcode systems for clients using Questys Capture, T-SQL, VBScript, Regular Expressions, ASP, Microsoft Word and Access

• Performed database conversions/migrations using Microsoft SQL, Access, Excel, and proprietary internal tools• Designed document profiles, automated filing systems, training materials and workshops for clients, partners, and resellers• Mentored and coached colleagues, assisted in developing their skills and provided constructive feedback• Encouraged team growth and development by promoting emergent technology training to ensure team sustainability, top talent retention and proper succession planning; led teams with integrity, passion, and initiative

• Provided technical and end user support for Questys clients, partners, and resellers• Provided pre-sales demo\technical support for inside sales staff• Implement Questys’ suite of document imaging products• Provided general network, server, desktop, and printer support for internal staff