ITAM Consulting

Create Technical and Process solutions for the ServiceNow platform in relationship to Hardware and Software Asset Management (both Foundations and Professional)Review and advise on requests for Rough Orders of Magnitude (ROMs) and Statement of Work (SoW) documents to be signed off on by clientsCreate and advise on Roadmap for future growth in the ServiceNow Platform across all modules.Create deployment plans and portfolio strategies for the ITAM space. Work closely with stakeholders to elicit, analyze, document, validate, and prioritize business and IT requirements Manage communication of functional requirements to development team, ensuring alignment with ServiceNow and industry best practices are followedLead requirements sessions including stakeholder interviews, gathering business needs, analysis of existing processesCreate data import templates, including thorough data analysis and verification of accuracy prior to import in ServiceNowCreate or modify existing business processes to create value in coordination with the ServiceNow PlatformCreate test scripts, process guides and training materialsCoordinate and facilitate trainingServe as Subject Matter expert for the implementation of ServiceNow Software Asset Management Professional, ITSM Hardware Asset Management, Hardware Asset Management Pro, Contract Management, Procurement and other areas that may need assistance. Build technical solutions through the use of:o Script Includeso Client Scriptso Business Ruleso Table Configurationo Form Configuration

•• Work closely with stakeholders to elicit, analyze, document, validate, and prioritize business and IT requirements • Manage communication of functional requirements to development team, ensuring alignment with ServiceNow and industry best practices are followed• Lead requirements sessions including stakeholder interviews, gathering business needs, analysis of existing processes• Create data import templates, including thorough data analysis and verification of accuracy prior to import in ServiceNow• Create or modify existing business processes to create value in coordination with the ServiceNow Platform• Create test scripts, process guides and training materials• Coordinate and facilitate training• Serve as Subject Matter expert for the implementation of ServiceNow Software Asset Management Professional, ITSM Hardware Asset Management, Hardware Asset Management Pro, Contract Management, Procurement and other areas that may need assistance. • Build technical solutions through the use of:o Script Includeso Client Scriptso Business Ruleso Table Configurationo Form Configuration

Participate and Lead in Daily Scrums as Part of Service Delivery Development team responsible for 2 major ServiceNow upgrades, implementation of Spotlight reporting, Performance Analytics models, and process improvement reorganization across the IT and Radio Engineering divisions of iHeartMedia. Maintain project artifacts like, requirements, changes, schedules and communications. Participate in Sprint planning and Retrospective sessionsLed team to implement the Performance Analytics Module and Spotlight applications within ServiceNow.Designed multiple Dashboards for various teams across the spectrum of the organization (from C-suite to front line users.) Successfully implemented organizational structure to the CMDB Began implementing asset management principlesLed multiple Process improvement initiatives in regards to eliminating technical debt from ServiceNow.

Assigned to McAfee -Implementing Experience partnering with P&O Business Partners (generalists), Talent Acquisition/Management, Benefits, Compensation, Leadership and Organizational Development, Employee Relations, and Diversity & Inclusion functions across all functions of HRSD. Working with various internal clients (Benefits, Compensation, Talent Enablement, Talent Acquisition, Payroll, and IT/HR Business Partners in providing two-way information on all projects within the McAfee Organization to fully build out the HRSD operational model.Managing ServiceNow Projects including implementation of the London Version of ServiceNow. Creating, developing, testing modifications to the HR Case Management Module of ServiceNow for McAfee's HR Shared Services organization. Projects include creating an online onboarding tool through ServiceNow, Planning and organizing three tier structure for the HRSD organization and its Center of Excellence Partners. Creating Escalation Process and workflow process for the various tiers. Enhancing the ServiceNow tool through Agile Methodology. Implemented over 90 enhancements to the HR ServiceNow Module. Create Project plans for individual projects. Begin creating the HRSS Operations Manual for future generations. Created Knowledge for the ServiceNow Tool. Work with system admins and developers on all levels of the ServiceNow Platform.

Data analysis and workforce planning assignments within the Custom Operations Division of the Global Infrastructure Services. Meet with financial and organizational leadership to determine need of resources for multiple accounts within the Organization. Compile, track, and present processed information to all parties responsible for resource management.Coordinate between Resource Management, Work Force Management, Hiring Managers, Recruiters, and vendors all relevant information in order to staff positions. Subject Matter Expert on specific tools used throughout the process. Responsible for data analysis and Service Now transition training and reporting. Transitioning clients from Remedy (web and client versions) to Service Now for incident management, Asset management, and change management reporting. Responsibilities included working with Service Now staff to determine individual client needs vs the overall scope of the tool and DXC.technology framework. Responsible for sourcing, negotiating, and on-boarding staff for the launch of the AT&T client to the Global Infrastructure Systems and Global Business Solutions partnership. Meet with solutions architect and program managers to consult with and educate regarding the staffing needs of the project. Collaborate with financial leaders to level set skills vs. budgetary considerations from a global perspective to create a competitive yet financially responsible bill rate for the incoming talent. Partner with vendors to recruit new talent to the project. Meet with client on transitioning current employees to CSC. Evaluate contract to make sure that CSC meets all agreements found within the contract in terms of sourcing and staffing.

Achieve and sustain 95% of Service Desk contractual SLA's and inter-departmental OLA'sActive support of 3-2-1-0/Shift Left/FCR initiativesResponsibilities included the training and improvement plans for service ambassadors. Mentored to understand and initiate the 5 Core Processes. Gained transition experience for on boarding clients and Next Generation Delivery Model. Demonstrated understanding of personnel development and retention techniques, practices, and policies. Responsibilities included ensuring service level agreements were met. Subject matter expert for UTC for Lean Six Sigma Events. Other responsibilities included resource management for the Coppell Delivery Center. Coordinated interviews and offers for CSC positions with contracting vendors.Responsible for documenting Daily Service Reviews (DSRs)Trained to listen and evaluate call observations made at the Service DeskMentored to understand and initiate the 5 Core ProcessesKnowledge Expert for Six Sigma Lean Projects relating to the UTC Service Desk Six Sigma Lead for UTC Service Desk Information Lean Project Six Sigma Lead for UTC Service Desk Status/Chase Lean ProjectUnderstanding of personnel development and retentionITIL V3 (2011) Foundations CertifiedProject lead for implementing new processes for supporting UTC Client at Level 1Responsible for Resource Management for the Coppell, Nashville, and Norwich personnelCoordinating with Contracting Vendors interviews and offers for CSC positionsTracking Headcount movement for the Coppell/Norwich/Nashville resources

Created Global Attendance PoliciesSpearheaded project that made seamless transition of client's engineering retained application support into a company-maintained catalog serviceImproved team's schedule adherence by over 30%Reduced turnover rate by 25%Managing over three accounts with up to 100+ direct reports Support and Own the success of First Call Resolution (FCR) objectives through: Active support of 3-2-1-0/Shift Left/FCR initiatives Championing team to meet FCR SD target of 70% and 95% FCR SLA attainment the accounts that I am responsible Support and contribute to the success of Workplace GDN objectives through: Active support of company initiatives Serve and supported my direct reports and ensure they have the tools necessary to be successful Support center manager in monthly demand forecasting & financial objectives as neededConvert subcontractors in a timely manner to realize cost savingsProject Management / Service & Tools Deployment:Serve and support management for the accounts I am responsible for with any applicable projects and deploymentsServe and support in the prioritization of projects and providing status Serve and support in any Service Desk Transitions & other account projects to ensure successful go-livesLeverage front line staff in order to gain operational efficiencies and real cost savings:Monitor leveraging activities for success against goal and productivity/SLA performance improvementProject lead for implementing new processes for supporting POD development.Led SCCM, Wintel (Server 2003 – 2012), Unix (Linux, HPUX, and AIX), Collaborative (Exchange, Lync, and Lotus Notes) Storage (NAS and SAN), and VM teams in collaborative efforts to support the POD accounts for both incident and service request issues. Coordinated with contracting vendors to schedule interviews and extend offers for CSC positions. Tracked headcount movement for the Pittsburgh/Coppell POD.

I am currently assigned as a Customer Service Agent at Computer Science Corporation in Coppell, TX.

Obtain new customers while retaining prior clients.Stay up to date with new products and services.Present products to potential customers.

Marketing the online stores for the Company. Reviewing and retaining clients and products for the; online presence. Obtaining licenses and legal advice for the rights to do business domestic and abroad.

Maintaining a fun and exciting work environment for employees of the Checkers Franchise.Reporting all financial reports to the Regional manager on a weekly basis and creating new goals based on those reports. · Controlling inventory and labor costs.

Scheduling matches and practices for the team.Providing guidance for players in both their academic and athletic pursuits.Preparing dynamic practices to put the players into a better physical and mental state for weekly matches.