IT Service Management

Senior ServiceNow adviser and solutions architect

ServiceNow solution architect and team lead

Hands on management of contract to implement Service Desk, Service Catalog and Asset/CMDB using a domain separated managed service provider (MSP) instance of ServiceNow Geneva.• Collaborated with stakeholders, executives, customer project team members and delivery team to clarify requirements and deliver on time, on scope and on budget against contract SOW;• Coordinated customer and delivery teams, ongoing, to keep the project moving at warp speed;• Led work stream for Configuration/CMDB; developed processes and work instructions; designed audit process, metrics and reporting; CMDB data mapping and integration configuration, data transformation; form configuration and scripting for UI policies and business rules;• Performed role of Scrum Master for solution configuration and development; maintained high quality standards by use disciplined development, testing and release processes;• Collaboratively and proactively managed stakeholders, risks, schedule and finances.

Led $8M transformation project at Fortune 50 manufacturer to establish initial service catalog and improve core IT Service Management (Incident, Change, Problem, Knowledge, Asset and Configuration/CMDB) using ServiceNow. The project involved IT governance, process definition, organizational transformation, tool selection and tool deployment with $27M annual savings realization.• Expertly managed team execution to meet contract deliverables and timeline; maintained project schedule and financials; proactively managed issues and risks by working collaboratively with stakeholders; successfully added nearly $500K to the contract value;• Skillfully led team of 20 analysts and developers through significant staffing and funding issues due to client business downturn throughout the second half of the project; • Led Change Management and Data Integrations work streams; contributed to CMDB data model; hands on integration of master data sources into the CMDB; developed configuration processes, procedures and work instructions; trained fulfillers and CMDB administrator;• Used scripting to create UI policies for CMDB forms, Service Catalog entries, and transform inbound CMDB data; built order guides, variable sets and workflows;• Performed system administration and monitoring while teaching same to junior team members;• Created update sets for my development items and managed the overall release process;• Performed detailed document review and extensive system testing to ensure requirements fully met and consistency and quality standards achieved;• Managed delivery team and releases for ServiceNow update from Fuji to GenevaDelivery Process Improvement March 2015 – May 2016Led project using bench resources that implemented service catalog and demand management for the $20M Operating Model Transformation unit, connecting services and capabilities to customer requirements and the delivery pipeline.

Led development of strategic IT governance framework, drove initiatives to improve IT project and portfolio management and provided expert advice around ITIL projects• Collaborated with senior IT leaders globally to better integrate teams and processes, managing team of 7 professionals and 50+ collaborators;• Drove several significant organizational change activities to align IT with business and prove IT can consistently deliver quality projects on time, budget and scope;• As subject matter expert, drove project that created central project management system integrated with financial systems and OMB’s ITDashboard;• Actively participated in multiple ITSM working groups;• Led contractor team in management assessment of $1B Saudi Arabia technology exchange program

IT Governance Lead for joint Department of State and USAID foreign infrastructure consolidation program.• Collaborated with senior leaders and governance resources across both agencies to resolve policy and process gaps, shortcomings and differences;• Coordinated alignment of complex processes involving program deployment and ongoing operations

IT PMO ManagerEnthusiastic champion for project management best practices and systems, providing leadership and support to PMOs, large programs and organizational teams across Fannie Mae• Managed IT PMO, implementing effective performance monitoring and metrics for key ITIL processes. Directed improvements amid rapid transformation due to federal takeover;• Strengthened Fannie Mae’s project management capabilities with introduction of the first EPM system, identifying early adopters, building executive support, and solving business problemsPMO Systems Technical Lead• Key contributor to SDLC methodology, PM Center of Excellence (COE), Requirements COE, and IT Governance COE, working closely with corporate PMO;• Technical lead for system used to plan and execute the largest financial restatement in US history;• Developed metrics, reports, dashboards and data feeds;• Infrastructure project manager for projects focused on strengthening IT and financial controls

Specialized in implementation of enterprise scale project and portfolio management processes and systems, working with leading entities including AARP, AmeriGas, Department of Defense, Fannie Mae, Freddie Mac, Intel and Phillips Medical MRI.

Business technology systems leader with focus on increasing supply chain efficiencies, improving intranet and driving improved project management capabilities.• Conceptualized and promoted eBusiness Vision, Strategy, and Roadmap. Built support with senior leaders on benefits of targeted customer and supplier process integrations. Led projects that implemented important inter-company process integration building blocks;• IT lead for strategic initiative to improve Engineering project management practices that focused on getting the right products to market on time and on budget;• Promoted and managed procurement integration projects across key suppliers including JDS Uniphase, Corning, and Solectron, realizing savings over $10M annually;• Led process integrations for customers such as WorldCom, AT&T, Cable and Wireless and Verizon.• Led overhaul of fragmented Intranet system; established strong content management processes; resulting in better information accessibility, improved reliability and 300% usage increase

Founded IT service company that offered integrated web sites and provided network support to small/medium businesses from Washington, DC to New York City. Grew company to $2M annual sales. • Overall responsibility for hiring, managing and mentoring team of 15 highly skilled employees;• Created effective project delivery capability that kept difficult projects on track resulting in high customer satisfaction;• Developed and leveraged successful partnerships that helped the business grow and remain profitable.