Co-Founder at ACE Consulting - https://aceinthepocket.wpcomstaging.com Following the disbandment of my ServiceNow Development Scrum team in August due to operational changes in company strategies, I co-founded ACE Consulting. Despite this change, the strong, high-performing team we built - colleagues and close friends of up to 20 years - remained connected. We continue to meet regularly to share our expertise and support each other.Team Efficiency & Excellence: Our commitment to efficiency and excellence hasn't wavered. Every week, I lead or participate in ACE Consulting meetings where we exchange tips, share valuable insights, discuss challenges, and support one another. This regular interaction demonstrates our dedication to maintaining our technical excellence and high performance.Knowledge Sharing & Continuous Improvement: Continuous learning has always been a core value for me. Each week, I dedicate time to expanding my skills, ensuring this remains a priority on my calendar. Whether it's taking ServiceNow NowLearning courses, writing articles on areas of my expertise or new interests (found on LinkedIn), or other continuing education, I'm committed to growth and development, both personally and within ACE.Professional Development Goals for the Next Year: In the upcoming year, my primary focus will be on professional development to enhance my skills as a CMDB/ITAM Product Manager, Technical Product Manager, and Business Analyst. My goals include:• ServiceNow Certified System Administrator (CSA) - Dec 2024 *** IN PROGRESS ***• ServiceNow Certified Implementation Specialist (CIS) - IT Service Management (ITSM) & Hardware Asset Mgmt (HAM) - Jan & Feb 2025• PeopleCert - ITIL Foundation Certificate (v4) - 2025• Project Management Institute - PMP Certification Courses - Q2 2025• International Institute of Business Analysis (IIBA) Certifications - Currently working towards• IAITAM Certification - To strengthen my expertise in IT Asset Management

Led a development team in strategic planning for each Program Increment (PI), aligning leadership priorities and maximizing ROI by translating stakeholder requirements into actionable epics, features, and stories for development teams, including product road map.•Spearheaded the implementation of Asset Track for ServiceNow, overseeing the secure and compliant hardware asset management database (AMDB) functions of over 1.5 million operationally active assets, maintaining SOX compliance, reducing infrastructure operating costs / soft savings > $1M over 3 years.•Drove overall compliance and efficiency by managing the overall AMDB module of 4.5 million assets.•Implemented data governance protocols, overseeing archiving and destruction processes to reduce clutter, minimize security risks, and enhance the platform’s performance and compliance by a 12% (1.9TB) yearly average.•Collaborated with cross-functional teams to ensure all system modifications were executed without unintended impacts, streamlining business operations and improving system reliability and deployment with <1% defect.•Enhanced the ServiceNow platform’s performance by regularly monitoring database size and optimizing data management, resulting in greater stability and system performance, maintaining ServiceNow performance, manageability, and upgradability by > 80% over base installation.•ServiceNow Report Administrator, managing the overall reporting environment in alignment with enterprise standards, optimizing access, usage, and report aging, resulting in a 48% year-over-year performance improvement.•Delivered ServiceNow Reporting train-the-trainer and end-user workshop training sessions, including tailored support for the SMART Community, to drive adoption and enhance reporting capabilities.•Ensured seamless stakeholder engagement, gathering functional requirements, and providing strategic input to align IT systems with business objectives, improving service delivery and operational outcomes.

Responsible for working with the business partners to ensure all requirements are met for every story, working with the scrum master and product owner to ensure all stories are defined and ready for development with proper acceptance criteria in JIRA, for ServiceNow Incident, Problem, Change Management, Asset Management and AssetTrack (stand-alone/SQL server). Responsible for the data quality of user acceptance testing and working directly with the business partners, and testing for asset management migration from Micro Focus Asset Manager to ServiceNow Asset Management module. This included ensuring the new reporting environments outside of ServiceNow, providing ServiceNow training to stakeholders and other IT groups, and user training on reporting and the basics of ServiceNow.

• Responsible for working with the executive director level to evaluate our current level of maturity. Identify any gaps and areas for improvement. Identified and documented any known gaps and looked for ways to compare against lead practices.• Responsible for defining and improving the processes, with technology specifically around physical inventory management and the tools used. Implemented objectives and metrics to assess the effectiveness of improvements and implemented a continuous refinement process based on feedback and performance data.• Highlighted how improved asset management can lead to significant cost reductions through better procurement strategies, reduced asset wastage, and optimized utilization. Emphasized how mature ITAM practices help mitigate risks related to compliance and security.• Participate in projects to provide support for IT infrastructure and operations leadership by identifying and mitigating risks associated with asset management, including software license compliance and hardware security.• Provide evaluations and recommendations to senior management to support decision-making by analyzing data on asset utilization, lifecycle status, compliance, and distributing technology asset trend reports.• Collaborate with infrastructure teams to optimize asset utilization and identify opportunities for cost savings and process efficiencies by applying a continuous improvement approach leading to improved processes for software and hardware asset management.

• Organize and lead technology asset refresh projects, inventory management audits, depot operations, for over 50,000 assets supporting 3,000 internal customers. • Provide outstanding customer service and support for all end-user service requests and on-call incident response leading to increased customer satisfaction survey results, and much goodwill across the enterprise.