IT Service Management leader at Salesforce for the Business Technology group. Leading Problem Management, Configuration Management, Service Catalog, Technical Resilience, and overarching process and technology (ITSM tooling) governance in partnership across other dependent and related ITSM practices.

Providing IT Service Management consulting services to organizations that are needing to improve, fix, or mature their customer/business focused processes. Services provided are focused on providing leadership in process development and improvement, tool requirements development and alignment, and ITIL based best practices training and workshops. The primary goal is to ensure that the right improvements are targeted, planned and executed effectively, and most importantly that they add value (not busy work)!!! If formal structures get added without adding value, shame on us. Process for process sake is not the end goal!

Transitioned to Salesforce, same job/role, as part of acquisition in April 2020.

Currently filling the role as Product Owner for our Service-Now.com implementation. Facilitating ongoing process improvement and guiding the development team to ensure features and enhancements (enabling the necessary improvements) are delivered in Service-Now to enable and support Symetra IT and ultimately the business. Started at Symetra to provide (and continue to provide where and when necessary) ITIL based IT Service Management Assessment, Consulting (Process Design), Training (Foundation and Awareness), and Overall Program support and guidance services for Symetra. These services are provided during a critical time where Symetra is growing, and within IT, transforming how they, as an IT Service Provider with partners and vendors, deliver and support quality IT Services for their business. The primary goal of these efforts are to quickly and effectively build new process capabilities and mature/improve several key processes and their enabling tools to support the expected growth and transitioning to an updated and enhanced IT delivery model.

Lead project to develop an internal IT Service Catalog across all of IT as the ITIL SME (Subject Matter Expert). Facilitated meetings and discovery identifying key definitions and standard terminology used to support the expansion to an IT Services focused environment, delivered introductory ITIL Training, and managed the ongoing definition of Services to be presented in the Service Catalog.

Provided ITIL subject matter expertise for the formal expansion of IT ProcessesDeveloped roadmap of ITIL based ITSM process definition and improvement projectsLed requirements discovery and functional design for Service-Now.com, the underlying supporting tool used to enable the ITSM processes being defined and improvedDelivered ITIL Training to Health System IT Staff

Built an IT Service Management (ITSM) program and managed team of ITSM consultantsDeveloped ITSM offerings and led sales effortsDelivered ITSM Training & Consulting ServicesManaged the ITSM team's projects and resources

Managed SLA's external customer facing Service Desk and a group of 8-13 Network Engineering resources.

Business Development Services (Sales, Marketing and Project Management).