I work with clients to achieve success with ServiceNow from helping new customers implement the platform for the first time to helping existing customers roll out new applications and improve their processes.I leverage my experience as a ServiceNow customer and a consultant to help clients make the most of their investment with best practices and industry standards. My areas of focus include IT Service Management, Customer Service Management, HR Service Delivery, and custom application development.As a director of consulting services, I oversee a team of product owners, system architects, business process consultants, trainers, and technical consultants. My team develops service offerings and supports internal projects for delivery acceleration. I also participate in the development of our delivery methodology from project start through post go-live support, review and revise proposals, statements of work, change orders, and other contract vehicles, and work with account executives to support sales activities and go-to-market strategies.

I managed a team of technical communicators and information architects that produce high quality information deliverables in a wide variety of formats.I led the administration and development of ServiceNow, an industry leading IT service management platform, as well as Atlassian JIRA and Confluence for SAS Solutions OnDemand. These systems helped me manage my time, effort, and productivity while providing traceability from initial request through project completion for tasks in nearly every business area.I also oversaw development of high quality documentation for a variety of customers in a wide range of industries. This documentation included internal and customer-facing web content, Word and PDF documents, Excel spreadsheets, PowerPoint presentations and associated graphics and marketing collateral.I participated in the Request for Proposal (RFP) response processes, administering the Qvidian database and developing the Standard Operating Procedures (SOPs) with which the database is used.

I helped manage a large, multiple award contract, providing budget oversight, proposal review, project documentation, customer communication, and marketing support for a number of task orders.I also provided authoring and editing support for several large software development efforts, including software design documents, engineering methodology reports, and software user’s manuals/online help systems.I've developed system and software requirements, managing requirements traceability throughout the software development lifecycle. Supporting this process, I administered the Rational RequisitePro and ClearQuest databases; created, maintained, and improved workflow for 16 databases; and integrated RequisitePro and ClearQuest for several projects.I wrote, edited, and managed proposals, white papers, and R&D efforts for a variety of government and commercial customers.I participated in SCAMPI process for CMMI maturity level 3 including process development, improvement, and appraisal.

I contracted to Applied Research Associates, Inc. through SBSI as a technical writer where I was responsible for creating and editing a wide variety of software development documents including requirements specifications, engineering methodology reports, and user help systems. I also developed a PHP-based support site for one of our projects and maintained accounts for more than 200 users.

As an assistant network administrator, I supported a variety of activities including network security, hardware/software troubleshooting and data storage, as well as program/development of an inventory database and retrieval program.