Michael Mchugh Email & Phone Number

Philadelphia, PA, US

Responsible for all overarching aspects of ServiceNow, including upgrades, remediation, reviewing business requests, release management monitoring, importing data sets, hardware CI (config item) tracking, pulling reports, etc. Responsible for analyzing the business requests prior to implementation; reviewing code, editing code, and managing workflow for.

Worldwide, OO

Senior ServiceNow Consultant providing best practice advisory services to functional and technical streams throughout the solution implementation and ongoing sustainment. Responsible for solution design and review of all business process and system level changes as part of continual service improvement.

Urbandale, IA, US

Responsible IT Service Management processes based on ITIL best practices including Incident Management, Change Management, Problem Management, Service Level Management, Service Catalog, CMDB, Service Desk and Desktop services. Also responsible for implementing and providing direction for Service Now, the SaaS based application supporting these processes.

Urbandale, IA, US

New York, NY, US

• IT Service Manager: American International Group (AIG) Wilmington, DEResponsible for the implementation of a new IT Service Management suite of tools based on the ITIL framework, including: Incident, Problem, Change.
• Worked closely with vendor and software developers to design solutions based on requirements and capabilities within the system and corporate infrastructure.
• Maintained ownership and support for current tools (ITSM andHEAT) and processes during transitional period.
• Assessed maturity level of current processes and worked with business and IT leadership to document requirements and improvements needed to meet compliance and corporate guidelines, consolidating and automating.
• Leadership role in implementing ITIL standards which included training of staff and communication of standards and best practices.

Amsterdam, NL

Amsterdam, NL

Amsterdam, NL

Amsterdam, NL

Amsterdam, NL

New York, New York, US

Zurich, CH

• Manager of Level 2 application support team for one of the world’s largest Investment Banks, supporting multiple data and reconciliation systems, several classified as Business Critical. Responsibilities included.
• Utilized technical and analytical expertise, including ITIL guidelines, to resolve issues internally or through outside vendors and manufacturers.
• Proactive in establishing ways to provide better service e.g. implementing new products or enhancements.
• Managed client expectations, built relationships and communications with both business people and other systems areas.

Blackfriars, London, GB

• Developed global support processes utilizing ITIL framework and guidelines including Incident, Problem, Change, Release and Configuration Management to meet level 2 and level 3 support requirements evolving from.
• Designed and implemented an ITIL based Global Support Process to cover: Level 1 (first customer contact), technical and functional support, Issue tracking and resolution, and Service level measurement.
• Coordinated regional infrastructure teams, regional service centers, and development teams to provide a fully integrated service process.
• Implemented common support process across regional and functional Service Centers, both internal and external, resulting in standardized support and overall customer satisfaction

US

• Solutions Architect & Project Manager for second level UNIX System Administration team. IT Consultant examining operational support for major credit card company developing reporting around problem trends and analyzing.
• Increased overall efficiency by reducing problem volume by 20% and increasing resolution rate by 40% within first year.
• Coordinated backup support strategy and implemented standard Service Level Agreements.
• Participated in Business Continuity Planning and Disaster Recovery planning and exercises.
• Contributed to the implementation of an integrated Enterprise Problem Management tool to entire First USA organization.
• Advised IT and operational business units on effective collection of critical data including presentation to Senior VP’s and CIO.

Wilmington, DE, US

• Support & Project Manager for first and second level technical support team for Research and Development group of about 1200+ Biochemists, Researchers, Marketers, Legal and Patent personnel.
• Coordinated service and support with several organizations including DuPont IS and CSC.
• This service occurred on multiple levels, including desktop (Mac & PC), server administration and network management (Novell & NT).
• Developed, consolidated and transitioned Help Desk operations including processes and metrics.

Walldorf, BW, DE

• Tier 2 SAP & IT support team manager at major international enterprise software corporation servicing a global user base of 2,000+ Sales, Marketing, SAP’s R/3 consultants & developers on a 24x7 basis.
• Primary interface with the user community.
• Played a key role in establishing SAP as a quality provider of Information Technologies services.