As the Global ServiceNow Product Owner and Product Manager for AES Corporation, I am responsible for driving the strategic direction, development, and continuous improvement of our ServiceNow platform. My role encompasses defining the product vision and strategy, developing and maintaining a comprehensive product roadmap, and collaborating with cross-functional teams to ensure our ServiceNow implementation delivers maximum value to the organization and our users. I own and prioritize the product backlog, work closely with the development team to execute the roadmap, and champion the user experience to drive digital satisfaction.As a member of the Global Digital & Collaborations team, I am passionate about delivering modern, best-in-class ServiceNow capabilities that provide tangible value to AES Corporation, a global Fortune 500 power company. I focus on ensuring the scalability, performance, and alignment of our ServiceNow platform with best practices and industry standards, while defining and tracking key performance indicators to measure success and impact. By gathering feedback and insights from stakeholders, I continuously improve the usability, accessibility, and overall satisfaction with our ServiceNow implementation.

Technical Architecture and Governance (TAG)Work closely with our internal sales and delivery teams to deliver client centric value across our services and solutions within the ServiceNow ecosystem. Strengthen relationships with our clients, solidify high-value positioning, and drive ongoing client expansion.In addition, I facilitate regular client governance discussions with the client’s sponsor, Cask EM and AE to ensure client outcomes against established expectations, support delivery teams through deviations from the envisioned solution, and define a path forward for the relationship between Cask and our clients. Humble and Authentic: Transparent, freely shares knowledge, engages EQ & IQ in all interactions, open minded and seeks feedback to improveTrusted Partner: Active listener, seeks to understand, applies skill and experience thoughtfully, knows their audience and builds relationships with Clients and CoopersTeam Builder: Engages multi-skilled teams internally and externally, drives collaboration and influences outcomes

Work closely with companies across all industries to help deliver the perfect ServiceNow solution.- Scoping, ROM, HLP, RFI, RFP, Change Orders, SOW- Manage internal ServiceNow instances for Presales teams with DemoHub- Perform ServiceNow demos for all areas of the platform for customers - Continued growth through ServiceNow Accreditations- Building and maintaining strong relationships with ServiceNow, Acorio and our growing base of customers

ServiceNow Development and Operations Administration Team Lead. - Solution design for integrations (REST, IntegrationHub), custom applications (scoped and global) and enhancements through Agile process, including visualization with Visio for planning of architecture between integrations and ServiceNow instance.- Agile implementation and methodologies including 3 weekly deployments for accelerated Sprint cycles.- 6 week, end-to-end platform upgrades to Istanbul, Jakarta, Kingston, London, New York and Paris leveraging ATF (Automated Test Framework) and collaboration with Process Owners.- Service Portal implementation.- CAB Workbench implementation.- Internal Knowledge Base implementation.- New Post Clone Automation. Engineered and delivered. - Process and testing documentation through several projects (completed and in-flight).- CMDB and Asset Implementation.- Alert Management Scoped App Update Set deployments and Flow Designer for automation.- ITOM experience including:Azure DiscoveryService MappingEvent Management- Continual "best practice" advice to process owners of all areas of the platform adhering to ITIL principles and based on prior experience with multiple ServiceNow customers (directly and as a consultant).- Direct work with HR to consult on processes internally and help with development of improvements implementing ServiceNow as the primary solution.- After hours work with remote Manila team to provide knowledge transfer and learning opportunities.

Consultation, Development, Design, Sales, Integrations, Orchestration.

-Administering the ServiceNow platform and managing a self-service portal with over 30,000 global end-users.-Solo effort to upgrade our Fuji instance to Geneva (as well as all subsequent upgrade efforts to new patches and hot-fixes).-Implementation of all releases / Sprints to Production via Change process and approval.-Instance cloning and development / QA preparation.-Perspectium instance replication for Veritas separation to maintain instance alignment.-Custom SLDC 2.0 Development solution for managing (7) sub-Production instances and (1) Production instance.-Developing various tools for internal use and platform customization primarily using JavaScript.-API Integrations with external applications, both SOAP and REST.-Non ITSM Application on-boarding including Human Resources as the lead in implementation, sub-Production and Production release and defect remediation.-Administering and developing integrated software solutions for the ServiceNow platform.-Agile Development and ServiceNow SDLC / StartNow including Sprints and Integrations containing upwards of 300 merged Update Sets and code collision resolution.-Working with Fruition Partners, Acorio and other external ServiceNow Partners in tailoring new solutions to an evolving, secure cloud based ITSM platform.-Training internal DevOps and ServiceNow team on platform usage as well as process owners and end users.

As a business process analyst at Fruition Partners I am responsible for documenting business, functional, and technical requirements, keeping in mind ITIL and technical best practices, for ServiceNow developers to take and rapidly deploy. In addition to documentation, I provided support to ITSM consultants, providing insight from other clients and technical best practices. Additionally, I am responsible for helping document test cases and use cases, and running demos of tool iterations with customer-defined use cases.

-Practical ITIL implementations, process design and ServiceNow automation-ServiceNow Development-ServiceNow Administration-ITAM / IT Asset Management (Hardware | Software) -Develop HR Annual Performance Review, Project Level Performance and Competency / Skills Matrix as internal custom solution on ServiceNow platform

VM MID Server Installation and XML Configuration, Discovery & Application Mapping, Discovery and Reconciliation, ServiceNow, TCP/IP Ports and Protocols, IP Networking, JavaScript, CMDB, ITIL Process, VM, Servers, Switches, Routers, VOIP, MID Server Deployment, Linux, WMI (PowerShell), SSH Queries, SNMP Queries, Infrastructure Mapping, SQL Database Discovery, Sandbox / Development / Production Environments, Subnets, Subnet Range Definitions, PACE, CIP Compliance, DMZ & Isolated Networks, BSM Mapping, License Management

2-Year Information Records Management (IRM) Implementation Project Lead for eDocs (IBM FileNet) and IT Security Development for Palo Verde Nuclear Generating Station - Start: March 2010 Project Completion: December 2012Active Directory User / Group Security Policies, NT Shares, Filer Security, VM Session / Remote Desktop Environment(s), Windows Server, Exchange Management / Exchange Management Console, RoboCopy Script Development and Implementation, MS Access Database Manipulation

Microsoft Exchange Server Administration, Blackberry Enterprise Server, Blackberry Administration Service, Blackberry Monitoring Service, Mobile Device Benchmarking, Microsoft SharePoint Integration, Good for Enterprise Administration, Android OS, iOS, Blackberry OS

Desktop Support, Servers, Server Integration, Fiber Optic Implementation, Splicing, Fusing, IT Substation Construction, Troubleshooting, Maintenance, T1, IDF Configuration/Build Out, Hardware, Software.