As the Service Integration Manager, work to deliver efficient and effective management of IT Services including Incident, Problem, Change, Knowledge, Request, Catalog and Service Management disciplines.Manage and inspire the team and Service Providers to maintain focus on the services, metrics and continuous improvements in processes, technologies and skills. Accountable for the health, development and oversite of the ServiceNow platform.

As the Product Owner for the ServiceNow platform, working to create a product roadmap and define the strategic vision for ServiceNow that is aligned with overall business needs. Using a deep understanding of ServiceNow to build close relationships with key stakeholders to ensure the team’s effort is aligned with its strategy. Working closely within the ServiceNow product team to ensure business value and user feedback is translated into new development. Key Accomplishments:Completed first in house ServiceNow upgrade to latest version, ahead of schedule, with no issues or defects in productionAchieved Net Promoter Score (NPS) of 70+ within first two quarters working with stakeholders and development teamDelivered on 300+ planned and unplanned enhancements in 1 year to deliver business value in a rapidly changing environment during the COVID-19 pandemic

As a lead on the Service Integration team, working to define, improve, implement, and facilitate core processes of IT Service Management in the ITIL framework including: Change Management, Incident Management, Problem Management.Data AnalysisService Provider ManagementContinuous Service ImprovementServiceNowReporting and Dashboards

ITILChange ManagementIncident ManagementProblem ManagementData AnalysisService IntegrationService Provider ManagementContinuous Service ImprovementServiceNowReporting and Dashboards

ITILChange ManagementIncident ManagementProblem ManagementData AnalysisIT OperationsContinuous Service ImprovementEnd User DeliveryAsset ManagementReporting and Dashboards

ITILChange ManagementIncident ManagementProblem ManagementData AnalysisIT OperationsContinuous Service ImprovementEnd User DeliveryAsset ManagementReporting and Dashboards

I was responsible for maintaining all computer systems in the company. This includes all servers, switches, backup systems, and user terminals and computers. I implement and maintain all software solutions in use by the company, as well as making recommendations on new software purchases. I lead the development of storefront solutions for new and existing customers. I installed, maintain, and support our VMware environment for multiple virtual servers, as well as 90% of our user's computers which are virtual. I am the go to guy for anything IT related including questions, concerns, problems, and solutions.

I worked with our IT team managing user help tickets via our internal ticketing system, on computer repair and support, server installation, management and support, as well as a multitude of other IT tasks. Anything IT related went to myself or another technician. Installed, configured, maintain, and support our VMware environment which we implemented in 2007.