Product leader responsible for Artificial Intelligence (AI) service offerings, products and web development at White Tip Sharks. White Tip is an Intelligent Automation service provider that specializes in ServiceNow technology automation, artificial intelligence, and machine learning.Key accomplishments and responsibilities• Developed AI Readiness program for precision use case targeting • Developed AI Chatbot Services for Airbnb property managers• Service Operations Workspace (ServiceNow) implementation consulting• Consulting on NowAssist implementations and ServiceNow LLM integrations

Product Line Owner of Change Management, Service Level Management, DevOps Change, and Site Reliability Management. Developed and delivered product strategy for Next Gen Change with a focus on intelligent automation, creation of AI based risk profiles, performance, and exceptional user experiences. Key accomplishments and responsibilities:• Competitive analysis and 3-year product line strategy and roadmap • Designed, developed, and released Next Gen Change • Incorporated AI/ML technologies for advanced automation capabilities• Designed and published initial CSDM specification

Product Owner assigned to modernize legacy Service Manager product line and simplify customer upgrades. Developed plan to containerize the product line with pre-configured options for easy deployment. HPE subsequently sold this division to MicroFocus. Key accomplishments and responsibilities:• Developed strategy to containerize product line• Managed $150M annual product line & simplified packaging options • Managed multiple offshore SCRUM & RnD teams • Simplified deployment and management using K8S and Docker containers

Transformation Architect assigned to modernize ITSM and increase stakeholder value for consumers. This included developing service offerings for cloud-based electronic health record (EHR) systems such as Cerner, Epic and Meditech which are used to mange patient information.Key accomplishments and responsibilities:• Developed EHR Service Catalog and associated cost models so business users could select the appropriate consumption model• Built IT operating model for multi-provider ecosystem• Lead ITSM Transformation Program resulting in lower costs & improved customer experiences

Architected new service program based on leading best practice frameworks such as CMMI, ISO-15504, ITIL and Six Sigma. This new service resulted in additional revenue and played a key role in helping customers achieve competitive advantage. Key accomplishments and responsibilities:• Architected Continual Service Improvement Program for enterprise maturity, service delivery & cost optimization• Built Maturity Assessment service which resulted in lower operating costs & generated new sales opportunities• Built “Best Practice Implementation Guide” & submitted to OGC for publication (ITIL, DevOps, & Six Sigma)

As Contract SACM lead, my role was to refactor that CMDB ensuring the right level of granularity existed to support the various process consumers. This also included reworking the integrations, reconciliation and data collection. * Built integrated CMDB including normalization and reconciliation rules resulting in an accurate “single source of truth” * Developed and published ITSM strategy positioning the organization to realize the full value of their ITSM program * Managed business analytics team and produced compliance reports avoiding over / under buying of SW licenses* Created Object Model for CMDB resulting in a sustainable operating model for Asset Management

Served on Progressive’s Architecture Review Board (ARB). Advised on operating model optimization and process engineering. Span of responsibility included all Service Management processes including Service Desk, Incident, Problem, Change and SACM. Key accomplishments and responsibilities:• Developed Business Value Mapping and Analysis Tool for improved decision making & backlog prioritization.• Published educational White Papers and briefs on IT Best Practices, SOA & Enterprise Architecture • Developed strategy for next generation Integrated Operations Center (IOC) to respond to business issues faster.

Compassion was seeking opportunities to reduce costly unplanned service outages and to increase IT infrastructure stability. My charter was to develop an IT ecosystem based on industry best practices spanning both development and operations (DevOps). Key accomplishments and responsibilities• Co-architect of the Service Oriented Architecture (SOA) and strategy• Merged generic frameworks (ITIL, COBIT, RUP, MOF and MSF) into a single operating model• Trained and certified ~160 internal IT professionals on ITIL Foundations • Launched parallel programs for Compassion in Australia