ITAM and CMDB Process Owner• 5+ years of ITIL/ITSM ServiceNow experience in CMDB, Incident, Change, Problem, Event Management, Request and ServiceDesk modules• Successfully, automated configuration item location, ownership, and support info for all servers, computers, and network devices across a fortune 100 company.• Responsible for an enterprise-class CMDB with millions of assets, configuration items and nearly a million users• Implemented auto-retirement, and lifecycle automations to prevent stale data and improve inventory accuracy• Created and implemented dozens of ServiceNow Process Improvements• Adjusted existing catalogs (request forms) to fully automate certain tickets and reduce time spent from 5 minutes to 10 seconds per ticket.• Lead creation of User Review Group• Detail oriented – developed templates, knowledge articles, processes, blogs, and drove change across all of IT• Implemented attestation process to ensure non-discoverable Network devices and Servers were retired or brought back into discovery compliance

• Hire new analysts as needed• Train analysts on Major and Critical event declaration process to prevent AVP and Director from having to make these declarations.• Identify and implement enhancements to prevent and reduce wasted time• Communicat event updates and cadence to leadership at all levels including the C-Suite• Consistently engage and gather leadership and engineers from all over company to reduce customer impact• Provided a 1 minute or less response time to all incident response.

• Responsible for 12 direct reports, promoting and establishing processes, delivering SLAs• 24x7 operation, 4 time zones, 3 divisions, 100,000+ customers, and 200+ unique applications• Ensure Knowledge base articles are created in a consistent standard format in ServiceNow• Create and maintain metrics to measure team/individual performance and promote based on more accurate data.• Implement quality control process to ensure customer success• Responsible for hiring/termination as needed.

• Initial assessment, triage, research, and resolution of IT related incidents regarding the use of application software products and/or infrastructure components with over 100 various software and web-based systems• Collect information through a customer conversation, accessing support tools, and additional support staff if needed• Improve, develop, and update content within the HCA Service Desk wiki website/database• Handle highly confidential and sensitive information according to local, state, federal, and HIPPA laws/regulations• Manage user accounts and Outlook mailbox permissions with Active Directory (ARS)

• Door to door sales• Troubleshooter for customers with computer, network, and internet problems• Assist coworkers with computer, network, and internet questions• Routinely configure/troubleshoot customer equipment: Windows XP, Vista, 7, 8 and MAC OS X. Computers: Dell, HP, Compaq, and Asus. Routers: Netgear, Linksys, Apple, Cisco, and D-Link. Modems: Motorola, and Arris

Helped manage a fleet of 100+ vehicles worth ($3 million +), provide excellent customer service, manage service agents, manage accounts, provide administrative and clerical support, inventory management, transporter, vehicle detail agent, and salesman.

Inspected Foreclosed and bankruptcy properties, regularly negotiated with hostile tenants and animals, managed personal account of 3000 homes, visiting and documenting each monthly, traveled 1000+ miles per week.

Developed lesson plans and taught tennis to individuals and group clinics ages 3-18 years old. Taught diverse groups of children of varying skill levels while motivating each for success. Identified weaknesses and strengths, tailoring strategies to develop improvement and confidence.