Led a global team of Practice Managers across all major ServiceNow workflow areas. Workflow practices were restructured to allow autonomy to provide growth and stability to new and existing offerings, cross-business unit enablement, project management, and client relationship management and maintenance.Enabled delivery and sales teams to have record sales numbers, with triple-digit increases, and best in class customer satisfaction scores in related product-line areas.Built and maintained key partner relationships with ServiceNow and related 3rd party vendors. Designed and implemented a "Practice Rangers" program for the business to enable any employee unprecedented access to the global Practice team, while providing an opportunity for individuals to explore specializations in supported workflow areas. Provided thought leadership at the Executive level for Crossfuze, partners, and clients.

Developed and managed the IT Service Management (ITSM) practice to make a significant contribution to Crossfuze’s growth.Communicated the ITSM practice’s capabilities and value within CrossfuzeDeveloped appropriate practice offerings supported by suitable collateral to enable successful sales of the practice’s servicesCollaborated with the Crossfuze Advisory practice to develop complementary go-to-market strategies that effectively leverage the strengths of both practicesDeveloped tools such as estimating templates, Statement of Work templates, etc. that support the sale of the practice’s servicesWorked with Delivery to develop the skills and capabilities needed by the practice, through training of existing Crossfuze resourcesAnticipated market demand to support Delivery’s management of required staffing levelsServed in a senior, billable capacity on select ITSM engagements where appropriateServed as an escalation point for issues relating to ITSM engagements where appropriate, and ensuring high levels of customer satisfaction are maintainedSupported Marketing activities related to ITSM including producing blog content, tradeshow participation, user groups participation, webinars and delivering presentationsMaintained deep, comprehensive knowledge of ServiceNow's ITSM capabilities and constraints

Provided enterprise architecture advisory and expertise for enterprise and mid-market sized organizations for a variety industry verticals. Drove technical guidance and training to customer and internal resources for various roles to drive tooling adoption and enablement.Led on-site and remote technical teams in the design, development and implementation of the following capabilities within ServiceNow platform:ITSM, ITBM, ITOM, ITAM, and newer technologies such as Virtual Agent and Integration Hub.

Extensive development experience on the ServiceNow platform, including the creation and configuration of Incident, Problem, Change, Service Request, Service Level Management, Knowledge, Configuration Management (CMDB), and custom applications. Provide functional ITSM (IT Service Management) and technical expertise for the ServiceNow platform. Manage and train teams of developers allowing Accenture and clients to standardize development practices across multiple engagements and decrease time to production. Scope and deliver proof of concept demonstrations that give prospective and existing customers hands-on experiences with the platform. Designed and built self-hosted (on premise) instances using AWS (Amazon Web Services) cloud infrastructure that provides Accenture the capability for product demonstrations and client resource training. Built and delivered a custom ServiceNow training boot camp designed to provide new developers and administrators with common best practices and knowledge.

Led team to exceed financial and operational goals while managing repair, installation, and service of computer and consumer electronics products. Developed business plans with senior management and communicated goals to team in an accurate and timely manner, leading to an optimized customer experience that was modeled throughout the organization.

Provided coaching, training and development for employees in various departments. Responsible for product ordering, inventory adjustment, driving high-level customer satisfaction, and financial outcomes of the departments.