• Responsible for the development and delivery of service management practices to drive service efficiency and excellence• Successfully led merger of two IT Service Management programs from a people, process, and tool perspective, including re-platforming ServiceNow with 3,500+ fulfillers• Key leader in world’s first modernized INFRAM Stage 7 validation for pioneering excellence in outcomes• Drove 67% reduction in major incidents and 80% reduction in major incidents caused by change• Successful deployment of Vulnerability Management and Integrated Risk Management modules and processes, delivered on time and under budget• Speaker at ServiceNow's Knowledge 2024 Conference on the topic of "Change enablement: Unifying two change management cultures with ServiceNow"

• Product manager and owner of Microsoft 365 collaboration applications with responsibility of strategy, execution, and support• Successful migration of 40,000+ mailboxes and resources to Microsoft 365• Implementation of Microsoft Teams for collaboration with zero incidents and higher engagement fromindustry benchmarks, saving thousands of hours for associates• Successful implementation of new email gateway to increase security posture and reduce friction forassociates• Co-led new modern intranet experience with Marketing/Communications/HR teammates,leveraging two vendors heavily focused on end user experience and agile methodologies• Reduced support hours by 50% while improving SLA breach rates from 30%+ to 5% which allowed for development of the team to take on additional responsibilities while being FTE neutral

• Responsible for roadmap, improvement, and adherence to ITIL processes within Information Services• Assisted and influenced other departments outside of IS to leverage service management practices to improve their service delivery• Led team of 20+ matrixed process and function managers• Product ownership of IT Service Management platform ServiceNow, leveraging agile methodologies• Accountable for tracking, publishing, and making recommendations regarding KPIs for IS balanced scorecard• Implemented first of it’s kind process KPIs, showing back $2,000,000+ annually in cost avoidance• Proposed business case and received approval for re-platforming ServiceNow, which reduced technical debt, improved performance, decreased time to upgrade, and time to deliver new enhancements• Appointed to IS Task Force Alpha Product Team, dedicated to improving asset management, configuration management, and vulnerability management processes, which has improved CIS controls 1 and 2 scores, while decreasing vulnerability response times• Assisted vendors ServiceNow, Armis, and ITS to improve CMDB class models/taxonomies and standardize integrations between the platforms

• Responsible for process management of Knowledge Management following ITIL standards• Raised process maturity score from 3.6 to 4.1 on a scale of 5 in 1 year• Created Knowledge Management Team consisting of IS members from multiple teams to focus on process maturity and key performance indicators• Designed and facilitated Process Fiscal Year Roadmaps• Implemented critical success factors and key performance indicators• Educated other members in IS on Knowledge Management Process

• Responsible for Desktop Support for half of the enterprise • Oversaw Device Deployment Team replacing end of life computers enterprise-wide• Increased deployment velocity by 25% while improving deployment quality by 50%• Assisted with Desktop Operating System migration from Windows 7 to 10, enterprise-wide

• Responsible for function management of Service Desk following ITIL standards• Raised function maturity score from 3.4 to 4.4 on a scale of 5 in 2 years• Designed and facilitated function fiscal year roadmaps• Implemented critical success factors, key performance indicators, and playbook• Educated other members in IS on Service Desk Function

• Managed 100+ associates over a fluctuating 100+ mile radius who were in multiple roles consisting of Desktop Support, Service Desk, CareConnect (Epic EHR) Service Desk, CareConnect (Epic EHR) Device Deployment, Greenfield (Windows 7 Migration) Deployment, and Device Deployment Team to support 25,000+ associates• Managed ~$4,500,000 budget annually with .5% variance under budget• Assisted with successful implementation of enterprise-wide OS upgrade and EHR (Epic)• Reduced vendor spend by ~$150,000+ annually via standardization while increasing team engagement and quality• Reduced onboarding time by 50% while increasing team capabilities and KPIs• ~35%+ positive turnover of internal promotions via individual development planning

• Assisted in tracking and measuring key performance indicators• Organized and participated in Problem Management tiger teams and is/is not sessions• Educated other members in IS on Problem Management process • Assisted Process Manager with roadmap development and implementation

• Supervised a team of up to 80+ hourly associates over a fluctuating 100+ mile radius who are in multiple roles of Hospital Desktop Support, Technical Service Desk, CareConnect (Epic EHR) Service Desk, CareConnect (Epic EHR) Deployment, Greenfield (Windows 7) Deployment, and End of Life Device Deployment to support 25,000+ associates

• Acted in Service Desk and Desktop Support roles • Acted as lead trainer for 15+ IS Support new hires who raised target key performance indicators such as first call resolution rates (FCR)

• Interim Supervisor for 6 months supervising 10 full time associates and 8 contracted interns• Rotational roles in Service Desk, Operations, NOC, Identity and Access Management, IT Asset Management, and Desktop Support• Managed internship program, including designing training program• Assisted with cross training of Service Desk, Operations, NOC, and Desktop Support, as well as created knowledge for these roles

• Served in Service Desk, Desktop Support, Tier 1 Networking, and Cable Installer roles