Process owner for IT Asset and Configuration Management. Responsible for delivering 'data as a service' through operational management of the CNA CMDB. Supervise a team of analysts responsible for maintaining, governing, and reporting on CMDB Data. Hold data owners accountable for the quality of their data. Act as primary architect for CMDB and carrying out alignment to CSDM 4.0 objectives. Facilitate the organizational adoption of lifecycle approach to IT Asset Management. Implement process improvements for Hardware and Software Asset Management process.

Led enterprise transformation programs and initiatives that streamline and revolutionize the IT support experience. Organized and led improvement projects for Technology Operations domain, including the Technology Service Desk, Request Fulfillment, Incident Management, and service delivery processes & tools. Developed metrics, reports, and dashboards that quantified adoption of new products and features as well as achievement of service delivery targets and agreements.Key Projects and Accomplishments• Led and managed Technology Service Desk ‘One Voice’ strategic initiative with the goal of increasing customer perception through continual user engagement and deploying 3 new self-service features to over 4000 users in the first 8 months in the role• Facilitated the ultra-quick transition and adoption of over 12 different releases the to the IT project management tool, methodology, and reporting using Jira and Smartsheet• Developed Service Catalog strategy that would reduce the volume of calls to the Service Desk by at least 50% by enabling self-service features for the top five most occurring tickets

Managed team of ITSM analysts responsible for carrying out service management processes. Accountable for Incident, Problem, and Request Management processes, including the ongoing development, improvement, and continual roll-out of related ServiceNow ITSM applications. Collaborated with Business and IT leaders on the development, implementation, and leadership training for enterprise operational performance metrics, Service Level Agreements, and dashboards. Conducted monthly internal service reviews of operating metrics and SLA achievements. Partnered with CISO to develop the enterprise IT policy road map and governance framework to support SOC2 attestation and expanding existing controls to non-IT business groups. Co-lead the creation of the Office of IT Service Management and partnered with ServiceNow development team to architect enterprise IT intake methods using ServiceNow PPM. Provide technical expertise on process architecture and ServiceNow integration requirements to other applications such as Courion, SCCM, Active Directory, and in-house developed applications. Developed multi-dimensional reporting tool and practice for ITSM processes powered by the structured CMDB following the ServiceNow CSDN. Key Projects and Accomplishments• Increased control and governance over $6 million software spend through development of access enabled software deployment framework• Deployed ServiceNow Performance Analytics and was Principal architect of ServiceNow Roll-up Viewer application enabling a reporting view of data by the organization’s management hierarchy• Acquired over $50,000 in software license savings in the first quarter ServiceNow SAM Premium rollout

Lead the transformation of IT Division into a High Reliability Organization (HRO) culture by managing multiple projects to establish enterprise IT process standards, including direct supervision of ITSM analysts. Deployed release 1.0 of IT governance framework and supporting processes. Facilitated annual external IT Audit & Control activities including managing the remediation of findings around change management, asset management, and access control. Utilized project management methods to migrate the organization to the ServiceNow Common Service Data Model.

Manage Change and Configuration Management program, including direct supervision of staff of process coordinators. Responsible for all aspects of the change and configuration management program including internal marketing, program operation, and continual service improvement activities. Developed training and marketing materials to promote and grow organizational adoption. Conduct training on process improvements and provide follow up coaching and mentoring for colleagues in all levels in the organization. Develop and report key performance indicators. Act as management point of contact for lapses in process compliance, annual audit requests, and all of other program governance mattersKey Accomplishments• Successfully influenced IT Leadership to embark on a new organizational direction for an ITIL based change and configuration management process using the ServiceNow platform . Presented this accomplishment at the Knowledge 13 Conference• Worked with functional teams to transform service asset and configuration management requirements into an automated ServiceNow configuration management system, automating software license counting and compliance across the enterprise.

Responsible for Commercial Account Segment of change management organization, including the supervision of 14 employees and 32 customer accounts. Managed implementation of change management services. Member of the Global Process Leadership Team and provided process governance to the change management practice. Maintained a 99% or greater success rate for 30 out of 32 accounts for 11 consecutive months, showing a paramount level of quality and planning for implemented change requests. Awarded the Technology Solutions Group MVP Award in 2008 for this achievement.

• Worked closely with account managers to manage the change management lifecycle for all incoming production change requests impacting network, server, and storage operations for designated customers • Created and maintained internal web site portal for disseminating crucial performance metrics and specialized customer account information• Generated reports on the status and performance of change requests and recommend process improvements• Coordinated with internal delivery organizations to ensure proper linkage with other ITIL processes • Managed configuration management process for several customers including managing CMDB and supervising adherence to process, and creating reports

• Responsible for maintaining OpenView System Reporter solution for two major customers • Designed and modified Crystal Reports queries to produce a variety of hardware performance reports, including ACD utilization.• Provided customer service to both internal and external customers by facilitating routine change request fruition through ongoing electronic and voice communications to multiple technical support teams• Supported configuration management for assigned customers by managing requests to update CMDB

• Responsible for logging customer support service calls for a variety of issues and ensured timely problem resolution through adherence to customer SLA standards• Informed customer end user community of major service degradations through regular communication and liaising with cross functional support teams • Troubleshooting of E-mail and DNS issues for hosted services (Webmail/POP/IMAP/SMTP)

• Developed curriculum road maps and delivered instructional courses in MS Office, Web Design, and Computing Essentials to program participants of all ages and diverse backgrounds• Acted as LAN and Server Administrator for organization, including day-to-day technical support and maintenance of IT infrastructure and community driven computing lab• Trained volunteer staff to provide computing lab coverage and technical support to end user community

First point of contact for the management of 70 lab employees as well as supervising the day-to-day operations of the busiest computer lab on WMU's campus. Responsible for coordinating all employee work schedules. Executed recruitment and training strategies to obtain and acclimate new employees. Performed liaison duties between student employees and full time IT staff. Designed and delivered employee orientation and diversity training. Maintained personnel database and inventory of office supplies for two computer labs. Responsible for keeping lab process documents current and completing any projects as assigned by the Labs Manager. Evaluated student employee's performance and administered lab employee policies.