M.C. Dean, design, build, operate, and maintain cyber-physical solutions for the nation’s most recognizable mission critical facilities, secure environments, complex infrastructure, and global enterprises.

IT ManagerResponsible for the developing and maintaining ITSM practices and processes within Arlington County. Oversaw the management of the Help Desk and Desktop Support teams providing IT support services for Arlington County 5000+ employees across 26 departments. Mitigated support escalations for customer and stakeholder issues. Verified and validated quality and performance using ITSM best practices and the business needs. Product Owner for ServiceNow platform. Managed the ServiceNow support team to develop, mature and sustain the platform. Drove the adoption and expanded use of the ServiceNow platform to meet the current and future business needs. Redesigned the Technology Solutions Center (TSC) to provide Tier 1 support more efficiently and in-line with a new Hybrid working model. Led transition from legacy ITSM tool to the ServiceNow ITSM platform. • Responsible for the generation and socialization of ITSM Policy and Process documentation. • Developed Department of Technology ITSM reports and dashboards (SLA and KPI).• Managed Help Desk and Desktop Support operations• Developed and improved a TSC Self-Service Portal• Oversight of Change Control practice• Managed ServiceNow Development• Acted as Problem Manager when required • Develop and monitored VIP support program• Developed and managed a Knowledge Management practice• Partnered with Technology Adoption team to develop and socialize technology training materials for customers and technologists across all county departments.• Developed an internal SharePoint IT Service Management site to make ITSM Training, Policy and Process documentation and other information readily available to employees. • Connected line of business needs with platform reporting and dashboard capabilities. • Oversaw the enhancement, bug fix and expanded use efforts relating to ServiceNow.

Strategist, IT Service Management & Delivery IntegrationDrove the development of the IT Service Management and IT support strategy to include the use of a Managed Service Provider in a global 7x24x365 support operation. Responsible for maturing Wiley’s ITSM across technology and the business. Continued to develop, improve and maintain ITSM Policy, Process and Procedure documentation. Identified process roles, integration, and automation requirements. Responsible for measuring and driving customer satisfaction at transactional as well as overall levels using KPI reporting, feedback analysis and surveys. Facilitated Continual Service Improvement process across all ITSM process areas. Coordinated the migration of an outdated ITSM Ticketing system to ServiceNow. Monitor and verify process compliance and validate exceptions. Promoted a culture of process collaboration and the breakdown of silos or functional mindsets. Had oversight to Help Desk management and operations. Implemented “shift-left” and VIP/White Glove support processes.• Hosted Weekly, Monthly and Quarterly performance or SLA meetings. ITSM areas included:o Incident Managemento Service Request Managemento Problem Managemento Change Managemento Availability Managemento Capacity Management

Responsible for the development, management and maturation of IT Service Management Policies and Processes including: • Service Request Fulfillment • Service Level Management • Availability Management • Change Management • Capacity Management • Release Management • Knowledge Management • Problem Management • Configuration Management • Incident ManagementManaged and monitored process metrics and developed and maintain KPI and SLA performance dashboards. Developed and documented global consultant and supplier onboarding process. Member of Organizational Maturity Initiative a working group focused on ensuring continuity between technology and business. Coordinated efforts to decentralize global support operations by onboarding a Managed Service Provider to handle support operations and standardizing operations across all Wiley locations globally.

Responsible for managing all Service Desk incidents and requests for 2800 plus Mac and PC clients throughout North and South America. Managed 10-12 Desktop Support Analysts. Analyzed Service Desk ticket data for trends in support and workloads/workflows. Generated SLA and KPI reports and dashboards. Continually developed and updated Service Desk processes and procedures. Responsible for the creation and maintenance of a Knowledge Base and Known Error Database repository. Acted as backup for EMEA and APAC Support managers. Managed Datacenter operations for John Wiley and Sons, San Francisco office. Responsible for remote access services and support for San Francisco office and regional satellite offices. Responsible for building and managing virtual environment.