Responsible for day-to-day ServiceNow operations and on-going development. Leveraging Agile for bi-weekly sprints to enhance our service catalog, improve our incident management, expand our knowledge, and streamline administration of our instance.

Responsible for escalated corporate end user support and desktop engineering as well as coordinating TA’s ServiceNow development and process efforts.

Responsible for leading team of eight technicians overseeing all aspects of Windows server management, Active Directory administration, desktop support, print management, and ServiceNow development and administration.

Research, plan, and implement projects for clients to simplify and upgrade their environments, from firewall replacements and Hyper-V cluster builds to server consolidations and domain migrations; script deployments to diverse 1,200+ endpoint client base, including standardizing Java versions and automating disk space cleanup; implement monitoring and alerting for critical systems; synthesize support issues during the day and on call, restoring systems to service and communicating resolution to clients; document procedures and resolution steps for other technicians.

Lead geographically-dispersed team of technical individual contributors responsible for enterprise-wide design, certification, implementation, and support of server virtualization on VMware; desktop virtualization on VMware; Intel server hardware standards using Dell blades and rackmounts; Windows server operating system standards and automated builds; and Citrix. Establish and communicate strategy for future x86 server technology direction. Oversee multi-million dollar projects being deployed across the footprint. Develop metrics to gain insight into current state and future potential, including VMware capacity, infrastructure tool health, and standards adoption. Manage, develop, and inspire team.

Led geographically-dispersed team of technical individual contributors from both National City and PNC through integration of infrastructure technologies including Intel/AIX/Sun server hardware standards, Intel/AIX/Sun server build automation, desktop hardware standards, desktop build automation, Citrix, and printing standards.

Designed and maintained corporate-wide automated build platform for Windows XP and Server 2003. Certified server and desktop hardware. Developed and programmed process to handle internal disaster recovery of applications. Wrote scripts and function libraries for corporate-wide use. Augmented and enhanced in-house developed, cross-application patching tool.