Provided leadership and governance of the Enterprise Problem Management Process aligned with Kepner-Tregoe Methodology. Cultivate relationships with business and technology stakeholders to achieve corporate and business unit goals through the implementation of permanent fixes to reduce recurring and repeat incidents.• Generated and advised on Problem Management KPI reports. Perform data and trend analysis, generating C-level reports to demonstrate effective performance of the Process. Cost savings and efficiencies were realized.• Hosted 90-day Irreversible Corrective Action, Problem Community of Practice, Root Cause Analysis (RCA) meetings to identify and mitigate audit risk exposure for the company.• Collaborated in reviewing daily incidents, identifying repeat incidents, assigning problem records, and assisting business unit(s) problem management teams to document known errors and drive business process improvements.• Engaged with platform administrators to leverage new functionality within the Problem Management Module in ServiceNow, to automate processes to improve the effectiveness of Enterprise Problem Management.

Knowledge Management Program and Product owner. Spearheaded implementation of enterprise KCS Knowledge Management System. Obtained executive sponsorship, established an Enterprise Knowledge Cabinet, communicated knowledge roadmap, defined success measures, established knowledge roles and identified business stakeholders, conducted coaching and training of knowledge best practices• Developed and managed the KM Strategy and execution aligned with the company’s Project Management Office (PMO) strategic transition to ServiceNow for IT Service Management.• Produced KM Strategy, Process and Procedure guide defining KM enterprise SOP, objectives, goals, and methodologies. • Created KM Training materials and provided internal training on KCS KM best practices to support the KM strategy.• Drove enterprise-wide Knowledge Management Cabinet Community of Practice, with key stakeholders to promote KM adoption, obtain feedback and communicate lessons learned with KM practitioners throughout the enterprise.• Developed knowledge KPI’s and Objectives and Key Results, producing ServiceNow and Power BI dashboards, to reflect KM adoption and reductions in overall MTTR and first call resolution.• Oversaw KM Product integration with ServiceNow working extensively and leading Product Development and integration teams leveraging Agile Methodologies. • Identified platform gaps, opportunities for enhancements, tracked stories, performed regression and validation testing throughout the Agile Lifecycle.

Utilized ITIL Incident Management processes, owning and driving recovery, providing leadership, coordination, and facilitation of prompt resolution of critical severity incidents, where contractual or financial impacts are at risk. In-depth understanding of lines of business and client critical services inclusive of the applications, infrastructure components and technologies necessary for their functionality.• Executed Major Incident Management (MIM) process, driving to resolution adhering to procedural and escalation requirements, to meet established KPI, Service Level and Organizational Level agreements• Coordinated recovery actions, convening conference bridge call, leading support, development, application, tiered support and engineering teams to an expedited restoration of service during Major Incident events.• Performed regular review of monitoring tools to proactively identify potential trends and opportunities to prevent incident occurrence and recurrence.

Provided account-focused leadership, driving the recovery of critical severity incidents, where contractual or financial impacts were at risk. Extensive understanding of client’s line of business, critical services, applications, and related infrastructure components. Experience supporting a wide array of business sectors: Travel, Transportation, Healthcare, Financial Services, Fashion Industry, Distribution/Retail, Industrial, Government.• Coordinated and directed technical teams, escalating and communicating status of major incidents to business stakeholders/executive management.• Enforced Incident, Problem, and Change management guidelines to minimize customer service affecting time and exceed SLA targets for availability.

Managed domestic and international teams of IT professionals in a multi-vendor environment to address major service interruptions. Provided recovery of services and Incident mitigation to maintain continuous system availability. Effectively managed and directed technical teams addressing concurrent Incidents.• Managed day-to-day functions of Shift Operations Team command center staff during the absence of first-line manager. • Key point of escalation for operations / technical support and management during Incident events. • Led cross-discipline ad hoc teams of IT subject matter experts in complex diagnostics of root cause analysis. Documented lessons learned to help expand a knowledge base and improve efficiencies.

Provided Local Area Network Administration and IT support to maximize the reliability and availability of mission-critical hardware and applications for BNSF. • Administration of over 1000 servers running Microsoft and AIX operating systems; installed and configured hardware, software, networks and attached devices.• Proactively monitored system(s), issued administration technical commands to resolve service-affecting events to ensure high system availability, implemented numerous system changes, adhering to established Change management procedures, and supported disaster recovery plan.

Provided system administration, disaster recovery, and maintenance for over 50 AS/400’s in one of IBM’s premier AS/400 Client Global Support Labs located in Westlake, TX. Performed system installations, O/S upgrades and recovery of operating system microcode, applied cumulative PTF maintenance packs, system backups and validations, maintained system security, recovered downed systems and installed replacement hardware. Proactively monitored systems for fault codes and took remediation action up to and including full disaster recovery.