Responsible for Infrastructure and Operations process improvements on SaaS cloud computing software ServiceNow for IT Service Management. This includes focusing on the IT Service Desk/Tier Structure, infrastructure support, and other business support groups.Key Responsibilities:• Project management• Requirement gathering• Business Analysis• System analysis and testing• Process activities• System documentation• Knowledge management governance• Support training• Continuous review and revision of Infrastructure and Operational dashboards, metrics, and SLA tracking• Ad hoc reportingSelected Accomplishments:• Led collaboration on documenting (As-is) and (To-be) process improvements for onboarding/offboarding.• Analyzed existing ServiceNow backend and Service Portal views, fields, and coding to identify and define new requirements, testing, and documented over 25 ServiceNow and Service Portal Operational enhancement improvements.• Developed new Concora Credit I&O dashboards and Monthly Metrics reporting for ServiceNow, MS Teams, and Zoom.• Established new governance for Concora Credit Knowledge Base, including editorial workflows, categorization, and creating Knowledge Base Articles.• Developed and managed a new IT Information Exchange SharePoint site.• Managed deployment, use, and administration of PagerDuty incident response tool for internal support.• Coordinated with a new vendor (LogMeIn) for the system deployment of an IT Service Desk remote control tool to support end users.

Key Responsibilities:• Project management, business analysis, knowledge management, and enhancement of IT Service Desk operational processes, including metrics/reporting/tracking SLAs.Selected Accomplishments:• Developed foundational standards and authorization requirements for the ServiceNow Knowledge Base for IT and other Business Groups.• Created IT Service Delivery reporting focused on overall metrics and SLA requirements for Senior and Executive Management.• Maintained monthly dashboards using ServiceNow and Excel (formulas and pivots), and created PowerPoint presentations for all management levels.• Implemented the Service Portal interface to enhance the end-user service request experience.• Managed the implementation of a new IT Service Desk phone system.

Key Responsibilities:• Managed the External Provider Program and Sales Lead Referral Bonus Program. • Core duties included project management activities, back-office operational support, implementing internal business operations policies and procedures, developing work order contracts, on-boarding/off-boarding processes, data gathering and analysis, monthly reporting, and documenting cross-departmental business processes for efficiency and consistency.Selected Accomplishments:• Developed 75% of the Authorization for Work and Amendment artifacts for global work orders.• Managed the onboarding/offboarding process for new employees and contractors using ServiceNow and Salesforce.• Created and managed monthly dashboard report presentations for all levels of management, including Senior and Executive Management.

Synchronized efforts of three major initiatives involving multiple employees, groups, and organizations, while interfacing with internal and external employees and all levels of management to develop software solutions and ensure stakeholder buy-in.Selected Accomplishments:• Successfully led three major projects focused on improving the employee onboarding process, enterprise system software changes, and global security account consolidations. • Successfully collaborated with multiple cross-functional and global team members, including those residing offshore.

Selected Accomplishments:• Completed Business Analysis Certificate program • Advanced Microsoft Office Application training• Microsoft Office Specialist (MOS) Certification Excel • Microsoft Office Specialist (MOS) Certifcation Access• Querying Microsoft SQL Server

Key Responsibilities:• Managed project management documentation including process flows, escalation procedures, support, and technical documentation. • Developed implementation plans for major enterprise system-wide software implementations. Oversaw the implementation of incident queues, master data, analysis reports, and analyzed problem management data for root cause resolution. • Integrated work across multiple areas, developed services to enhance satisfaction and productivity. • Presented process improvement recommendations to all levels of management, including Senior and Executive management.Selected Accomplishments:• Developed infrastructure governance and mapping foundation for service desk and tier support content.• Created 12 Document Ownership Teams, 500 end-user roles, and 2800 Knowledge Management (KM) documents.• Managed the lifecycle and workflow of more than 400 documents.• Oversaw the administration of end-user roles and access, training development, and metric usage.• Successfully developed service readiness activities for applications such as SAP, Remedy, SharePoint, and O365.

Managed the implementation and deployment of new software and technologies to the IT Service Desk, while also mentoring Service Desk support staff.Selected Accomplishments:• Led an IT Service Desk team of 20 representatives, supporting hardware and software assets, system access and rights, and remote clients’ equipment.• Trained new hires on supported software, hardware, and service desk support processes and tools, including HP Service Manager, Active Directory, Tivoli remote control, and Citrix virtual applications.

Responsible for all changes affecting Service Operations and managing production schedules for several enterprise applications.Selected Accomplishments:• Managed over 95 CA7 production processing schedules for Material Management, Corporate Accounting, Corporate Payroll, and Nuclear Generating Station applications.• Acted as a subject matter expert representing Computing Operations for new work, process controls, schedules, and training.