● Focused on IT Business Management (ITBM) consulting including building systems that allowed clients to manage projects, consolidate IT financial spend data, forecast resources, track time, and report.● Designed and developed a custom application on the ServiceNow platform for an industry solution proof of concept which included 50 custom tables, 10 workflows, mobile application, custom portal, and multiple business rules/ script includes.

Fortune 100 Energy Company, Mid-Atlantic region• Enhanced a previous implementation of ServiceNow PPM to optimize financial reporting and reduce manual entry of cost plans and resource plans. Migrated the PPM application from a standalone ServiceNow environment to the enterprise platform to leverage integration with ITSM processes and CMDB data.• Orchestrated the version upgrade for the ITBM track including release notes analysis and review with the client, testing coordination, and defect review/resolution.• Implemented incident management and approvals on ServiceNow Mobile Agent app.Media Company, Midwest region• Configured the Demand Management and Project Management applications of ServiceNow to help provide a consolidated place for all project financials and time cards to be tracked. Provided guidance on integrations including SAP financials for actuals, capital approval system, and time sheets to capture actual effort.Regional Bank, Southeast region• The client was transitioning off of a legacy ITSM tool to ServiceNow for all core ITIL process areas. Led a track that established industry best practices for Request Management, Knowledge Management, and the Service Portal. Configured trending reports using performance analytics to track the development progress for catalog item completion against the goal established for cutover. Defined all requirements in partnership with the client and tested development to ensure each story met expectations. Traveled to Mexico City at the time of go-live in order to support the offshore Solution Center with the transition fielding questions from support agents on request and incident functionality.

● Operating as part of the Infrastructure Project Management Office team facilitating process improvements and financial analysis for projects. ● Guided the consultant partners in the development of the ServiceNow Project Management tool being utilized to manage all IT infrastructure projects. ● Leveraged Microsoft Power BI, ServiceNow reporting, and ServiceNow Performance Analytics to visualize data into dashboards and gain insights for management to make strategic decisions.

● Thrived utilizing an agile methodology of software development. ● Managed a kanban board in Jira to prioritize developer resources using a matrix approach to judge effort and impact for enhancement stories and defects to be completed each sprint. ● Served as a liaison between current clients to Product Management using Atlassian Jira Software by communicating and assigning priorities of over 50 feature requests. ● Provided feedback to the Content Writer to draft knowledge base articles on software functionality and best practices.

● Supported 150 live customers in the United States and Europe who opened cases through Freshdesk portal, phone calls, or email concerning possible bugs or changes in configuration to optimize use of software for each property’s operations.● Troubleshooted XML and direct API interfaces with a variety of third party vendor applications. ● Participated in daily stand ups with an international team of developers to discuss code changes for defects and tasks to provide additional logs or information on current software logic and functionality. ● Acted as an escalation point for support when a critical defect was found and resolved the issue as soon as possible. ● Assisted management in scaling up the support team and changing processes to compensate for a 120% increase in the number of live clients.

● Spent 3 months on-site with a pilot hotel property in California assisting staff with the transition to the new property management system (PMS). Worked closely on-site with Product Management team to prioritize defects and communicate client concerns. ● Integrated the property management system with other systems at the hotel through the use of Comtrol Interface Systems, including PBX, Call Accounting, POS, and Door locks. ● Contributed to the Quality Assurance process testing for major bugs before a new version was released to production.

● Advised hotel properties on how to configure their PMS software to optimize performance for their operation though accounting, revenue management procedures, and groups booking. ● Coordinated timelines, managed property expectations, and communicated with third party vendors to make sure that all necessary components of the installation were finished before the Software Application Specialist arrived on property.● Simultaneously managed up to 10 PMS installations at various points in the implementations phase utilizing Trello project management software to collaborate with other team members. ● Conducted over a dozen reservation and accounting data migrations from old to new PMS which included cleansing the data extraction from the old system and then verification after completion.

● Traveled to 10 hotel properties both domestic and in the Caribbean that contracted for ATRIO PMS to finalize configuration, train staff, and oversee the cutover process.● Audited the balancing of accounting and reservations between the previous and the new PMS system that was being installed.● Trained 100+ staff including general management, revenue management, accounting, front office, groups coordinator, reservationists, and night auditors on functionality and best practices to be sure all staff were comfortable with the new PMS. ● Configured, trained, and interfaced Windsurfer central reservations system as a white labeled product.

● Created reservations, processed payments and communicated pertinent information to the entire property. Acted as concierge by informing guests of activities and making spa appointments. ● Audited all financial transactions along with room rates during end of day process. ● Administered all guest feedback duties, from sending out surveys to collecting surveys and analyzing content to create in-depth reports for management.● Trained on Forbes five-star standards of service in all aspects of the property.

● Collaborated with other RA’s and faculty to coordinate and plan programs that enhance education and diversity experiences on campus.● Monitored late evening activity in dorms, addressed and resolved incidents in resident halls. ● Council, mediate and resolve conflicts that occur between residents.

● Managed incoming calls and emails, welcomed guests, and resolved all ground level inquiries and conflicts. ● Monitored check-in & check-out procedures using Opera Property Management System.● Undertook night audit position on occasion, acted as host for Artisans Restaurant on property, and assisted housekeeping when necessary which allowed cross-training and exposure to other departments in the hotel.