Christopher D. Email and Phone Number
Christopher D. work email
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Christopher D. personal email
I have a passion for helping clients transform and mature their IT Service Management (ITSM) and ServiceNow capabilities. I have seven years of technology and customer service experience, specializing in ServiceNow’s capabilities regarding ITSM, IT Business Management (ITBM; Agile, Project Management, Idea & Demand Management, Resource Management), and IT Operations Management (ITOM; Event, Orchestration, Predictive Intelligence). Additionally, I have hands-on experience working with GRC, SecOps, and ITAM applications and modules as well.I also have a strong background with Service Integration and Management (SIAM) and Multi-Sourcing (MSI) operating models leveraging ServiceNow’s Domain Separation architecture. I have worked as a business analyst and process consultant responsible for engineering, defining, and standardizing ITSM and IT Financial Management (ITFM; Chargeback, Invoicing, CMDB service charging reconciliation) processes across complex State and Local Multi-Sourcing/SIAM clients (which typically consist of multiple customers, service providers, and third-party contractors). I would like to continue to grow my expertise in the ITSM, ITBM, ITOM areas as well as expand my interest in ServiceNow's platform capabilities regarding CSM, SecOps, GRC, and SAM.
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KpmgAtlanta, Ga, Us -
Senior Specialist, Managed Services (Operations & Delivery) - ServicenowKpmg Apr 2022 - PresentToronto, On, Ca
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Senior Associate, It Service Management Transformation - ServicenowKpmg Jul 2019 - Apr 2022Toronto, On, Ca
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It Service Management Senior Associate - Consumer MarketsPwc Feb 2018 - May 2019Gb𝐌𝐲 𝐞𝐧𝐠𝐚𝐠𝐞𝐦𝐞𝐧𝐭𝐬 𝐢𝐧𝐜𝐥𝐮𝐝𝐞𝐝:𝐈𝐓𝐀𝐌 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 𝐒𝐨𝐟𝐭𝐰𝐚𝐫𝐞 𝐀𝐬𝐬𝐞𝐭 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭 – 𝑮𝒍𝒐𝒃𝒂𝒍 𝑩𝒂𝒏𝒌𝒊𝒏𝒈 𝒄𝒍𝒊𝒆𝒏𝒕• Worked on a large Data Quality framework initiative for a large banking/financial institution’s ITAM division. The effort was to ensure Information Security critical attributes met acceptable accuracy thresholds and remediation plans were documented in accordance with regulatory audits.𝐈𝐓𝐒𝐌 𝐀𝐬𝐬𝐞𝐬𝐬𝐦𝐞𝐧𝐭 – 𝑯𝒆𝒂𝒍𝒕𝒉 𝑺𝒆𝒓𝒗𝒊𝒄𝒆𝒔 𝒂𝒏𝒅 𝑰𝒏𝒔𝒖𝒓𝒂𝒏𝒄𝒆 𝒄𝒍𝒊𝒆𝒏𝒕 • Conducted a high-level ITSM Capabilities Assessment of the Service Management organization related to the company’s service resilience and support during major application outages. Focused on Problem, Incident, Change, and Service Desk. • Facilitated 50+ interviews with key client stakeholders and led two ITSM Table-Top exercises around Incident and Problem business processes (i.e. the lifecycle of a ticket)𝐁𝐮𝐬𝐢𝐧𝐞𝐬𝐬 𝐏𝐫𝐨𝐜𝐞𝐬𝐬 𝐓𝐞𝐬𝐭𝐢𝐧𝐠 – 𝑨𝒊𝒓𝒍𝒊𝒏𝒆𝒔 / 𝑨𝒗𝒊𝒂𝒕𝒊𝒐𝒏 𝒄𝒍𝒊𝒆𝒏𝒕 • Developed a strategy and facilitated the execution of Business Process Testing (BPT) across the organization during the migration of the client’s maintenance, repair, and order (MRO) system.• Coordinated test case development and execution with Department SME’s.• Created a Knowledge Management/BPT feedback loop process to produce Knowledge Articles in ServiceNow related to the new system -
It Service Catalog ManagerNcr Corporation Apr 2017 - Dec 2017Atlanta, Georgia, Us• Collaborated with business solutions, application development, enterprise architecture, data center, cloud system and other teams to build a comprehensive Service Catalog in ServiceNow for a global NCR organization. • Ensured ITIL best practices were implemented and determined optimized procedures for streamlining catalog and service requests including the use of automated processes, integrations with other systems, and manual input processes as necessary • Built, refined and maintained a business user-friendly Service Catalog solution with accurate Service Descriptions and Service Level Agreements for new and existing Services in the new ServiceNow platform• Developed awareness campaigns to win support for new Request Management procedures and ensured changes are properly approved and communicated to NCR staff before being implemented -
It Service Management Project ManagerCapgemini Apr 2016 - Apr 2017Paris, France, Fr• Created, maintained, and continuously updated over 15 Service Management Office process documents to ensure that consistent, stream-lined ITSM processes are utilized by State of Georgia team members as well as employees on other Capgemini SMO accounts• Fostered a cross-collaborative environment among Capgemini IT Service Management workstreams (i.e. Asset Management, Service Delivery, Security, Service Performance and Reporting, Chargeback, Service Desk, etc.), our client, and the vendors to drive agency projects and service requests to completion • Developed and defined the implementation of a new Service Catalog and Portfolio and the its 70+ catalog items (process flows, approval mapping, service descriptions) by gathering requirements and creating technical design documents• Automated complex agency user on-boarding and off-boarding processes and simplified those requirements in the service catalog tool by reducing the timeframe for ticket resolution by ten plus business days (for over 1200 state agencies)• Pull, create, and report on dashboards for all KPI and SLA metrics in the Service Management space -
It Financial Management (Itfm) Team LeadCapgemini Jul 2015 - Apr 2016Paris, France, Fr• Mentored and led a remote team of ten chargeback and invoice analysts in the ‘transition’ and ‘Go-Live’ phases of the State of Georgia account using ITIL based processes • Practiced effective vendor and client management to ensure the successful delivery of over 1200 accurate invoices to state agencies on a monthly basis
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Chargeback AnalystCapgemini Jan 2014 - Jul 2015Paris, France, Fr• Operated the VMware IT Financial Management tool to produce invoices, reconcile the CMDB, analyze trends, and perform budget comparisons for 32 different state agencies• Received and applied approved changes to the IT Chargeback system related to account codes, rate tables, and proration changes for the State of Texas infrastructure account• Investigated and resolved approximately ten to twelve customer invoice disputes a month in a timely and efficient manner, effectively resulting in no breaches of the service level agreement (SLA) related to financial disputes
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Financial Services RepresentativeCiti May 2012 - Dec 2013New York, New York, Us -
Customer Service RepresentativeTd Bank Group Mar 2011 - May 2012Toronto, Ontario, Ca -
Accounting ClerkDisney Abc Television Group Feb 2010 - Sep 2010Burbank, California, Us
Christopher D. Skills
Christopher D. Education Details
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Bryant UniversityMarketing
Frequently Asked Questions about Christopher D.
What company does Christopher D. work for?
Christopher D. works for Kpmg
What is Christopher D.'s role at the current company?
Christopher D.'s current role is ServiceNow Specialist (CSA | 6x CIS).
What is Christopher D.'s email address?
Christopher D.'s email address is cd****@****ant.edu
What schools did Christopher D. attend?
Christopher D. attended Bryant University.
What skills is Christopher D. known for?
Christopher D. has skills like Project Management, Powerpoint, Social Media, Customer Service, Accounting, Itil, Time Management, Microsoft Office, Sales, Event Planning, Marketing, Sales Management.
Who are Christopher D.'s colleagues?
Christopher D.'s colleagues are Elodie Rogier, Alexandra Brantl, Ryan Aaron, Wendy Mccann, Lucía Navarro Martínez, Audrey Payon, Esha Jain.
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