As the primary point of contact for customer projects, I ensured the highest level of customer satisfaction; coordinated, managed and ensured completion of all project tasks; and lead status calls, project meetings, and other client and stakeholder meetings to ensure project outcomes were successfully deliveredEstablished customer requirements agreements, prepared deliverables, and lead teams to successfully deliver project scope, on budget, and to client satisfactionProvided critical, day-to-day support across project teams, the internal cross-functional organization, and the client organizationContributed to the growth of the company by building and improving existing methodologies and developing best practice improvementsWorked for global clients assessing, developing, and implementing ServiceNow Agile SDLC, ITAM, SAM, GRC, HRSD, Vendor Management, Legal Contract Management and Custom Applications and Integrations with Salesforce.

Lead a team that provided customization and deployment of an enterprise-wide solution and ongoing technical support to the Department of Veterans Affairs (VA).Managed Information Technology (IT) Projects performing development work deployed to the cloud and have experience managing system integration and sustainment efforts.Responsible for all aspects of the project, including (but not limited to) customer relations, sub-contractor partner relations, project finances, team management, schedule, risks, process management, and overall project performance.

Worked for Health & Life Science Client assessing, developing, and implementing ServiceNow Strategic Portfolio Management, IT Demand Management and HR modules, as well as automating and improving Finance & Procurement processes.Advised client in the application of infrastructure improvements across the workplace, network, data center and operations to manage and run the infrastructure on a managed services basis.

Worked across all industries and specializes in bridging the gap between business and IT by means of automation and process improvement.Responsible for assessing, developing, and implementing IT Service Management processes on the ServiceNow platform including: Incident/Major Incident, Problem, Release and Deployment, Change, Request Fulfillment, Service Level, IT Service Continuity, Supplier, Availability, Capacity, Demand, Service Catalog, and Strategic Portfolio Management.Led multiple teams of consultants in the assessment, design and implementation of standardized and efficient IT Service Management processes and ServiceNow platform during the implementation of an agile, scalable IT infrastructure. Advised client in the application of infrastructure improvements across the workplace, network, data center and operations to manage and run the infrastructure on a managed services basis.

• Trained over 150 senior executives and technical staff to become certified as ITIL Foundations v3Practitioners with an average passing rate of 80%.• Lead a program to establish a global data warehouse strategy for Incident, Problem Management, andRisk management metrics reporting.• Project Managed the development and implementation of an assessment tool designed to perform preaudit process assessments for ISO 20000. Used to perform baseline assessments and identify continualservice improvements.• Subject Matter expertise for global process re-engineering efforts including Availability, Incident,Problem, Release, Service Continuity, Request Fulfillment and Service Level Management.

• Provide project planning, documentation and preparation for large scale data center Continuity of Business (COB) tests; as well as test coordination/execution, problem management, and post-test reviews.• Responsible for end-to-end test planning and execution; including ensuring major deliverables are meton a timely basis.• Interface with Application Teams, Disaster Recovery Coordinators, Technology Recovery Coordinators,and Production Support as part of the planning and execution of test.• Responsible for all application coordination aspects of their assigned Denial of Service (DOS) Test:• Data Center Quarterly and annual Testing• Support the Business Coordinator as part of Lead BRCs Test Planning meetings and provide guidanceon how to test.• Responsible for working with Business Coordinator and Business Functionality Testers to validate failedtest results.• Worked with Application Teams to perform post mortem/lesson learn for application failures.• Responsible for, in event of a real crisis/disaster, working with the Application Teams to recover theapplication to the applications/ recovery sites and reporting to the Project Manager with issues/concerns.• Provide guidance to stakeholders on technical recovery and testing capabilities.• Responsible for continual improvements and enhancements to the Disaster Testing Framework.

Volunteer position assisting the Dale Carnegie Trainer in leading a group of participants through the twelve week, Leadership & Communications Course through weekly presentations and coaching in-between sessions to an assigned group of participants.

• Responsible for developing and implementing an enterprise business continuity and disaster recovery strategy to support mission critical business processes.• Coordinate the creation and life cycle maintenance of recovery strategies, plans, and plan testing. This includes the coordination of IT and business activities in the event of an emergency and the recovery of data center technology and corresponding infrastructure in support of mission critical business processes.• Develop change management processes necessary for tracking changes to critical IT infrastructure to ensure alignment with contracted recovery infrastructure• Manage service level contracts with disaster recovery vendors and external business partners to ensure support during disaster recovery related activities• Manage business and technical recovery requirements for business partners and 3rd party vendors to ensure compliance with Sarbanes Oxley & HIPAA

• Responsible for program management related to the successful development and implementation of a comprehensive corporate business continuity program• Utilized a full life cycle approach that resulted in a 100% score for all business continuity related internal audit requirements• Provided leadership in coordinating, assessing, and developing IT recovery requirements to ensure alignment with business continuity plans associated with mission critical business processes• Provided leadership to cross-matrixed teams comprised of executives, technology and business unit management to develop and train emergency response and business recovery teams• Developed strategies that included manual and off-line procedures to support critical processes• Designed strategies to mitigate risk associated with complete or partial failure of facilities and technology related to unforeseen disruptions

• Ensured the architecture design met customer requirements and that the project was completed within cost and budget• Advised key stakeholders of project risks involving costs and scheduling• Planned, coordinated, and monitored activities related to the delivery and integration and products into the customer’s production environment• Planned, developmented, coordinated the delivery of all training e-programs presented to customers• Presented technical training to over 300 personnel including mid-level management and engineers in the wireless communications industry• Managed resources to implement cost effective information systems solutions• Evaluated and selected third-party software products and coordinated systems integration tasks• Provided technical and project management oversight for external systems contractors/vendors as required• Actively participated in the testing, integration and customer acceptance of application software

• Responsible for program management related to the successful development and implementation of corporate Business Support Infrastructure. This included supervising and leading IT project manager’s & outside consultants in the development, implementation, and operational support of all corporate backoffice systems. • Managed assigned projects to meet and/or improve budgeted costs by monitoring the progress of multiple project schedules and performance objectives• Responsible for advising management of risks related to project delivery• Facilitated working sessions among cross-functional business, IT, Engineering, and Operations groups, to identify business processes and prioritized system enhancements• Presented system requirements to key stakeholders to determine capital and operational budgets

• Responsible for the delivery of Business Continuity services to clients• Coordinated and communicated business continuity planning process and requirements to business units• Conducted and analyzed Business Impact Analysis and ensured the integration of required data into the business continuity planning documentation, tracking system and disaster recovery process• Developed and maintained tracking systems and process documentation to create strategic reports for management• Planned and executed test exercises of business continuity strategies with business unit teams to include reporting issues and tracking mitigation of risks and concerns• Responsible for ensuring technical alignment of disaster recovery plans and business unit requirements• Reviewed & validated vendor disaster recovery/business continuity plans to ensure proper procedures were in place and tested

• Responsible for selecting project teams, managing budgets and assessing team performance• Developed presales, interim and final status reports/ presentations between SprintParanet and the client• Developed a Disaster Recovery Plan for a Sun Solaris environment which utilized autoclient configuration. This Plan included methodologies, procedures and industry best practices resulting in a consistent 100% network uptime and high availability of crucial servers used for business systems and data modeling.• Responsible for the implementation of system management software that produced reports and matrices used for uptime, performance monitoring and hardware failure notification and analysis• Installed and oversaw the administration for a 2500 node Microsoft NT 4.0 network based on multiple master domain models

• Supervised a team of eight responsible for the desktop support, personal computer hardware and LAN/WAN installation• Established and monitored service level agreements with local vendors and service providers• Responsible for the development, design enhancement, implementation and integration of the following: 20 user Windows NT 3.51-based LAN. Network into a 500 node LAN/WAN-based on Master Domain Model• Back-up and recovery solutions for IT department to ensure continuity of network access and business resumption, short and long-term LAN/WAN hardware solutions, and collaborated with developers to resolve LAN and workstation operating system conflicts