As Delivery Manager, oversee the delivery of services by a team of 15 developers to a portfolio of 20-25 clients while maintaining a 95% renewal rate. Provide leadership support to resolve issues and escalated challenges. Manage and motivate teams to earn and maintain high customer satisfaction.

As a Platform Solutions Consultant (PSC), manage multiple large Managed Services client accounts while managing a team of Technical Consultants and being the primary contact to the client while enhancing the client relationship.• Manage all aspects within the Managed Services team (POD) including Case assignment, hours allocation, timecard approval, and regular meetings (1:1) with team members.• Manage all aspects of the client relationship including Weekly Review meetings, Weekly Reports, Case prioritization, ongoing guidance, and contract renewal recommendations and negotiation.• Participate in all procedural and technical aspects of delivering complex customer solutions on the ServiceNow platform while adhering to best practice and providing ongoing and lasting value.• Ongoing client relationships have contributed to multiple renewal contracts with monthly hour increases and nearly $1 Million in projects awarded to Acorio.• Continuously look for ways to improve the PSC role and resources utilized by the PSC with documents such as the Resource Guide, Onboarding Guide, Managed, Onboarding Checklist, Offboarding Guide, and Offboarding Checklist.• Led discussions concentrating on improvement in process for Project and Managed Services communications and Offering definitions.• Implemented Managed Services Workspaces to track ongoing efforts for process improvement.• Continually support team members regarding hour allocation and growth of technical and non-technical skills. Ongoing consideration for workload related to current skillset versus desired learning and growth.• Proactively keep ServiceNow skills current through ongoing learning for issue resolution and ongoing Delta Certifications.

ServiceNow developer for all aspects of ServiceNow with multiple projects with primary focus on ITSM methodologies. Additional methodologies of focus include HR and CSM with Service Portal integrated into customer solutions.• As a Technical Consultant project implementations have spanned the scope of CSM, ITSM (including Incident, Change, Service Catalog), Asset Management/CMDB, and independent Service Portal work.• Participation in AVA Case resolution has been ongoing since just after first hire with Acorio. As of Dec. 2018, assumed role as AVA Lead and taken on five new AVAs in that capacity.• Ongoing work includes a project for Change Remediation that is in the latter stages, a new project starting Sprint 1 for Asset Management/CMDB implementation and leading five AVAs. All AVAs cover a wide range of scope regarding the applications implemented and levels of engagement.• Since starting at Acorio, certifications have been achieved in ITSM, CSM, HR, and continue with ongoing Deltas and in-house learning paths.

ServiceNow developer for all aspects of ServiceNow with multiple projects involving Incident, Problem, Change, Knowledge Management, CMDB, Service Catalog, etc. ServiceNow Certified System Administrator and ITIL Foundation Certified. Accomplishments include but not limited to:• Technical lead and developer in a domain separated environment in the Commercial and Federal sectors. Implementation included aspects of Incident, Service Catalog, CMDB, Edge Encryption, and the Portal.

ServiceNow developer for all aspects of ServiceNow having done multiple projects involving Incident, Problem, Change, Knowledge Management, CMDB, Survey, Reports, Service Catalog, etc. ServiceNow Certified System Administrator and ITIL Foundation Certified. Accomplishments include but not limited to:• Performed work on successful implementations for multiple high profile clients in the commercial and federal sectors.• Conducted on-site workshops for definition and gathering of requirements.• Translation and implementation of requirements to real-world solutions within the ServiceNow platform.• Utilization of Agile/SCRUM process to manage and track implementations.

Overall responsibility, including management, maintenance, upgrades, and improvements for Elster’s IT Service Management application (ServiceNow) and underlying ITIL processes. Accomplishments include:• Maintain the integrity of the Service-Now tool across production and non-production environments.• Perform installation and testing of vendor-provided updates and new releases.• Work with business users to identify and refine business requirements and workflows.• Build reports, gauges, and home pages• Maintain service level agreement (SLA) and monitor an SLA workflow• Create new service catalog requests and items with variables• Create, monitor, modify, and publish service catalog workflows with approvals• Create and use update sets to move customizations between systems• Search, populate, and customize the knowledge base• Create and implement access control rules (ACL)• Hands on experience in ServiceNow configuration and customization• Coordinate support issues across regions and escalate issues with appropriate internal or external teams as necessary for resolution.• Provide management reporting and conduct training for IT Staff.