Led a team of talented ServiceNow professionals responsible for platform stability/performance, Level 2 support, and release management.Team/Individual Development• Reduced risk and increased team productivity by closing knowledge gaps through a “Train the Trainer” initiative, which increased number of work processes where 2 or more team members had full proficiency from 51% to 96%.• Reduced ServiceNow upgrade related incidents 96% through strategic overhaul of test management practices.• Minimized manual testing requirements 65% by implementing ServiceNow Automated Test Framework (ATF), greatly improving platform upgrade/patch process; ATF was incorporated into weekly platform release process.• Re-engineered upgrade cycle from 1 to 2 upgrades per year to improve platform currency, which enhanced ability to leverage new capabilities and enabled upgrade related development efforts.• Streamlined platform upgrade, development, and testing by establishing parallel production/upgrade environments.• Improved stakeholder communication through development of an upgrade dashboard, providing stakeholders with schedule, status updates, and runbook content, ensuring transparency and streamlining effort to keep all stakeholders informed.• Exceeded incident/request assignment and resolution service level agreements (SLAs) for 2 consecutive years, despite a 50% reduction in staff and a year-over-year 12% increase in volumes.

Spearheaded design and deployment of UCC technology, managed C-Level events, and provided C-Level meeting support. Architected and managed deployment and commissioning of 172 meeting spaces globally (US, EMEA, APAC) – $4.4M total budget.• Key projects: o Operations Control Room – State of the art 5’x20’ heads up display and 30 operator workstations. Received CIO “All Stars” award. o Executive Suite/Customer Meeting Center – 4 meeting spaces, including Boardroom with interactive video wall, video conferencing, and custom A/V equipped 22 seat conference table. o Office renovation that included 53 meeting spaces, 5 video conference rooms, Employee Activity Center, 2 break rooms, IT service desk, and digital signage.• Reduced risk and project startup/management efforts through standardizing audio/video project startup and deployment by creating detailed project templates for Design Requirements, budgeting, architectural details, facilities remediation, project plans, As-Built and run book documentation, and document repository structure.• Delivered projects on time and within budget by managing through vendor, equipment, and construction delays.• Managed costs by utilizing in-region integration partners; led identification, vetting, and final selection process.• Increased productivity and job enrichment through mentorship of junior team members in A/V design/deployment, vendor management, and Scrum.• Increased utilization, user experience, and agility through deploying international on-premises streaming video (Cisco Show-N-Share) and ECDN solution.• Managed all audio/video elements of quarterly C-Level global town hall events and investor earnings calls, enabling SVP team to deliver town hall message without technical issues.• Tasked with a special project to accelerate a global Unified Communications deployment that had fallen behind schedule, successfully led project through first tranche of N. American user migrations.

Led team of voice, fax, messaging, and audio/video conferencing services professionals. Developed business case, including financials to support $1.2M Microsoft Enterprise Licensing investment in Microsoft Office Communications Server, Exchange voicemail, and Live Meeting.• Led project of a 10K seat global Microsoft Office Communications Server and Live meeting deployment and a 6.5K seat global voicemail migration that resulted in increased service adoption (app sharing up 164%, instant messaging up 105%) and lower per seat cost (reducing audio conferencing cost 23%, web conferencing spend 21%, and voicemail spend 45%).• Managed video conferencing infrastructure migration from Cisco/RadVision to Polycom - offnet connectivity, MS Communicator, and Exchange calendar integration. Designed/deployed next-generation collaboration meeting room (VC + integrated Smartboard), securing quarterly year-over-year adoption increase of 628%; VC usage averaged 36%; 58% during peak hours.

• In 2004 Sabre Holdings transitioned GetThere from a wholly owned business unit to a product set. As part of this effort I managed the migration of the Information Services team, and Server and Desktop services from GetThere to Sabre Holdings• Defined and managed the implementation of a NAS environment to support end-user data storage. Managed migration of all end-user data from legacy Novel to NAS.• Extended VoIP support from a single Cisco Call Manager to a global deployment of 2 Call Manager Clusters and 13 Call Manager Express installations supporting over 6,000 users in 32 offices spanning North & South America, EMEA, and APAC• Improved user file open response times and lowered network bandwidth utilization by leading initiative from inception through deployment of global WAN acceleration/caching solution (Cisco WAAS - 32 devices supporting 22 sites). • Implemented governance process resulting in ~40% reduction in voiced managed services spend• Lead initiative to in-source Voice, VM, and Fax services from EDS which resulted in further lowering services costs while improving support response and quality.

Led teams that were responsible for email, voice, Remedy ITSM, storage, and security.