Managing a team of ServiceNow Business Process Consultants, Solution Architects and Senior Developers who create the architectural and design level detail and develop the technical solutions that aligned with our client’s business needs using ServiceNow Implementation Best Practices.

Managed Services primary technical point-of-contact with expertise in the client’s applications.

Provide architectural and design level detail for technical solutions aligned with client’s business needs using ServiceNow Implementation Best Practices.

Responsible for the creation of custom applications to support automation of internal processes.• Designed solutions within the ServiceNow environment to match requirements provided by the different product owners.• Developed custom applications and modules within ServiceNow using an Agile approach with two-week sprints.• Leader in Agile ceremonies to improve the process for sprint planning, backlog grooming, and sprint planning.• Excelled at learning the complexity of the ServiceNow backend processes: business rules, client scripts, UI actions and Policies.

Subject Matter Expert on the Vignette Content Management Tool responsible for maintaining consistency and accuracy of content for the T. Rowe Price Retail website.• Project Manager and architect of the structure for the migration to the new WEM8 application• Trained the Content Management Team on the new functionalities. • Collaborated with developers to troubleshoot and resolve issues• Completed high volume of requests (over 50 per week) from Marketing Managers.• Used creative solutions to provide alternative solutions for various marketing web campaigns.• Implemented SEO standards across the T. Rowe Price Public website.• Participated in the interviewing, hiring, and training of new contractors.• Provided expertise to external vendors on the integration and creation of complex Flash objects.

Managed the support.avaya.com team, responsible for the implementation of online services applications focused on customer self-service and the creation of a technical product database.• Manager for a team of 4 developers; worked to increase their skills by providing training and experience working on various projects with different degrees of complexity.• Completed more than 20 major web site releases over eight years that resulted in an increase of more than 1.6 million page visits per month representing over 40% of all traffic to Avaya web sites.• Provided technical and business expertise in the analysis of user needs and recommended solutions to effectively meet internal and external customer requirements: - Worked with the field, sales and service organizations to successfully identify and specify the complex business requirements and processes needed to support customer base. - Lead task force teams focused on portals, knowledge management, search engines and customer feedback processes that resulted in new or improved applications.• Managed projects through the entire Software Development Life Cycle (SDLC): - Collaborated closely with customers to translate application needs into design requirements and write the technical prospectus and user interface documents to assist the IT development team. - Facilitated retrospective meeting with development teams and customers to identify process improvements for future projects.• Developed enterprise-wide IT document and review requirements, processes, and metrics which increased the efficiencies of major project releases.• Created user interface design for all of the web tools on support.avaya.com, ensuring a positive user experience by simplifying the process of submitting trouble tickets and performing diagnostics on voice and data equipment.

Managed over 40 premises-based equipment and network installations across the U.S.• Created the Cost/Benefit analysis associated with each design to show the viability of each project.• Provided training on the new features to all levels of management.• Oversaw the implementations and provided guidance on technical issues.

Provided leadership and coordination of sales/support teams on a global basis for a strategic account.• Generated over $10 million of domestic and international sales revenue as a Global Account Manager for a major paper products company and its subsidiary.• Developed strategic plans that resulted in the removal of all competitive telecommunications equipment within the global account.

Provided complex technical and data applications support to the field sales team in a call center environment. Managed monthly scheduling of 24 engineers for the Help Line.• Provided the highest level of technical assurance of complex network and switch designs and data applications support to the field sales teams resulting in customer sales and 100% satisfaction ratings.• Technical expert in telecommunications and data communications transmission systems: DSI/TI, fractional T1, DC power supplies, digital transport technologies, and routers.• Mentor to peer Voice Engineers to assist and support them with developing knowledge and skills required to design complex distributed voice networks.