Heather Molinaro Email & Phone Number

Remote

- Managed ServiceNow implementation projects for various clients in diverse industries using agile methodology. Managed project resources, monitor and maintain projects to budget, scope and deliverable dates. Simultaneously managed ongoing projects in various stages of implementation, forecasting future work and expected revenue. Projects spanned all areas of the ServiceNow platform. - Served as Program Manager on strategic accounts. Oversaw all projects in flight while working with Client Executives on platform program alignment to company goals. - Served as Scrum Master for all project implementations. Responsible for story grooming sessions, driving requirements clarifications, running daily stand-up meetings, sprint demos, sprint planning and overall project execution. - Assisted the customer’s project manager with planning of training, organizational change management and implementation details outside of technical development.- Deep knowledge in the following areas of ServiceNow: Incident, Major Incident, Change, Problem, Knowledge, Service Portal, HR Case Management, HR Portal, Project, Demand, Resource Management, CMDB, Discovery, Service Mapping, Event Management, Automation, SecOps, Performance Analytics and GRC.

Contender Solutions facilitates best-practices in ITIL, TOGAF, and Agile implementations that are tailored to delivering rapid ROI while facilitating superior customer experiences. We leverage world-class enterprise systems as the foundation to enable customizable mission-critical applications on scalable platforms. Contender Solutions provides a full-time staff of certified consultants to focus on helping your business run efficiently, allowing you to excel in providing innovation and enable growth. Contender believes in helping you solve business challenges at an enterprise scale by leveraging the best in people, process and technology to bring measurable project success based on your mission objectives.• Managed ServiceNow implementation projects for various clients in diverse industries using agile methodology. Simultaneously managed multiple projects at the same time in various stages of implementation, forecasting future work and expected revenue. • Ensured projects were managed to budget, scope and deliverable dates. • Provided consultative advice on leveraging ServiceNow in real world scenarios relying on my platform owner role in past positions.

- Provided leadership and management of the Global Command Center for AIG with locations in Texas, Malaysia and Japan. The Global Command Center is a 24x7x365 group that monitors all infrastructure in production for AIG globally. The GCC monitored production systems, handled Level one response to servers, and escalated issues to appropriate AIG global teams. The Team also consisted of Incident Managers that ran Major Incidents in Production until they were resolved. - Handled executive conference calls and communications to Leadership throughout the length of Major Incidents in production. - Served as process owner for Incident in ServiceNow across AIG. Determined our policies for Incident Management, assessed Demand for Incident, approved ServiceNow workflows changes, communicated Incident SLAs and expectations across AIG IT groups. - Convened a Daily and Weekly Operation meeting for AIG infrastructure teams to focus on service excellence, driving incidents to completion, discussing critical production issues and upcoming high risk and high profile changes.

- Managed Under Armour's Global Service Desk and Deskside Support providing 24x7x365 multi-language service to teammates in all corporate offices and retail stores. - Managed our team providing comprehensive IT support to the Office of the CEO and our Executives.- Managed our ServiceNow Platform team that supported all global teammates and their IT requests, incidents, change, and enhancements via portal, chat and through the Global Service Desk. - Hosted a weekly all-IT meeting to discuss the current state of IT (Outages, Incidents and High Priority Items). - Responsible for the IT portion of new hire onboarding training, including the development and delivery of the content.

Owings Mills, Md

Managed the following areas in the Enterprise Support Services area: - Enterprise Help Desk servicing external customers and internal associates, averaging over 20k calls per month. - Change and Incident Management team responsible for 24x7x365 support of our Production environment- Production Control & Support - Responsible for deployment of code to our production environments.- ServiceNow Platform Team - Platform owner and managed team responsible for ServiceNow- Process and Service Team responsible for the Production Support Department's overall financial, audit, software asset management and internal process support.