ITSM Tools Developer• Implement ServiceNow solutions across multiple business areas• Create Service Catalog Items and Workflows in ServiceNow• Develop enhancements and fix bugs in ServiceNow, through development in JavaScriptKnowledge Management Product Owner• Implement governance ensuring knowledge is capitalized on and quality standards are met• Increase knowledge management efficiencies through refinement of intake and maintenance processes

• Change manager for a corporate-wide (national) laptop life-cycle.• Shared technical knowledge with 761 FDIC personnel in Dallas and Memphis offices by creating and presenting informational briefings on two main topics; Need to Know Guidance (preparation for Windows 7 deployment) and Outlook 2010 Familiarization. Finished products were shared with Regional Managers and used at FDIC headquarters.• Supported 7 Windows 7 deployments in the Dallas Regional and Washington D.C. area headquarters offices. Conducted 76 in-depth client interviews in preparation for the software deployment ensuring survey information was accurate and complete paving the way for a smooth transition for the client.• Provided training on new features of Outlook 2010 to attendees of the 2012 IT Symposium held in Virginia including a session broadcast over VTC for remote offices. This training was designed to support FDIC e-mail management initiatives.• Managed hard drive retention and re-utilization program ensuring data retention and protection policies are enforced while maintaining appropriate inventory levels of hard drives to meet the demands of the organization.• Performed liaison duties between the Audit and Internal Control Section representatives from headquarters and the Dallas Regional Office. Remediated all actionable items contributing to a favorable review for the Dallas Regional Office for the 2012 and 2013 reviews.

• Planned and executed 9 equipment (computers / mobile phone) and 2 software lifecycles with no measurable interruptions to workforce productivity.• Increased Service Desk availability to customers by 75% and accountability for 97% of all work requests by coordinating the implementation of Cisco Unified Contact Center and LANDesk Customer Relationship Management systems.• Reduced data and equipment losses by 50% by providing training to over 300 new employees on policies and procedures for care and maintenance of technology assets.• Increased the speed of systems security compliance and implementation of customer installable system enhancements by writing 190 “how to” technical manuals for customers.• Provided audio visual support for 14 large scale conference events and meetings saving over $357,000.00 in sub-contracting costs.

• Independently operated service desk for northern California, servicing 125 employees in over 65 locations throughout a 47 county, 99,000 square mile area.• Provided customers with technical support for computer problems including data recovery, system loading and hardware repair.• Managed systems security and access controls.• Completed advanced leadership training with superior ratings in oral communication and contribution to group work.