Ellucian guides over 2,700 customers in more than 50 countries—improving operations and enhancing the user experience for their faculties, staff, and over 20 million students.• Managed vendor and multi-service provider relationships. Responsible for the ServiceNow technology budget and financial planning.• Managed the global team responsible for the Major Incident Management process.• Partnered with executive leadership to roll out innovative improvements to the client support experience driving NPS scores.• Led a diverse group of developers, business analysts, and leadership across multiple technologies and business units to successfully deploy the following integrations with ServiceNow:o SAP Successfactors user data for accurate contact information and Okta SSO authentication.o Near real-time Salesforce Account, Product Line, and Entitlement records to improve service management automation.o BigFix configuration data to build a robust CMDB for more accurate Incident association with CIs and improvement to the Change process.o PagerDuty for Major Incident Management paging to improve mean time to respond by support teams.o Five9 Call Center Software for quicker and more accurate Case fulfillment.• Led the reimplementation of a 10-year-old ServiceNow platform to modernize service management for internal business units and external customers.• Key team member driving Change Management process improvements.

• Led a global team of ServiceNow developers and systems administrators in the operation and enhancement of the ServiceNow platform from versions pre-Aspen to Kingston.• Responsible for the creation of the roadmap and architecture for deploying and optimizing the ServiceNow platform for the Cloud business unit.• Develop operational metrics and KPIs to drive continual process improvement. • Trusted advisor to stakeholders driving the adoption and maturity of ServiceNow.

• Led the deployment and customization of the ServiceNow IT Service Management solution for the Higher Education market deploying to 60 sites with nearly 3000 licensed users within a year.• Worked closely with the ITIL Process team to develop complex JavaScript logic to customize the Incident, Request, Change, and Problem Management modules in ServiceNow.• Served as the primary architect on the ServiceNow platform consistently delivering new functionality, upgrades, and an expanding suite of applications with minimal service interruption.

• Created an ASP.Net 2.0 dispatch and posting application tailored specifically for the needs of the small to mid-size logistics operation. Using stored procedures and ADO.Net with a SQL Server 2000 database the application averaged 400 simultaneous users and 1000's of transactions a minute.• Created eLoadBoard, an ASP.Net based load posting board utilizing a robust SQL Server backend allowing trucks and shippers to match loads seamlessly via the Internet.

• Led the development of an Application Tracking software package for the MIS department utilizing C# WinForms and ASP.Net 1.1. • Guided the development team in the creation of a C# WinForms application for the Solid Waste department. This allowed, for the first time, daily monitoring of individual employee, truck, and waste type metrics as well as accurate fleet and landfill budgeting.

• Developed the computer game Command and Conquer: Renegade by programming global game behavior functions in Visual C++.

• Implemented SAP for a major manufacturer of imaging materials.