- Responsible for the ServiceNow Support Service, including service strategy, daily operations and software development which aligns to the evolving needs of ComRes Platform IT and its associated Business Unit's IT groups.- Lead a global team of systems analysts with varying degrees of experience.- Serve as the customer facing point of contact for all new ComRes ServiceNow demand. Drive incidents and requests through ServiceNow to manage service performance and provide maximum customer satisfaction.- Effectively articulates and communicates the details of the service to the business and end-users.- Research and awareness of platform capabilities and applications available to ensure new solutions are a good fit for the platform. - Lead ServiceNow Advisory Board to ensure leadership alignment with the goals and objectives for the team.- Overall understanding of all the demand to the service, request status, and prioritization. Manage and effectively communicate the backlog and priorities.- Management of the Platform Licensing including understanding current licensing contract and ensure platform usage is compliant, Understanding of ServiceNow licensing model, changes to the licensing model and how that impacts the instance.- Establish and meet KPI / SLA objectives. Own and present Ops Review & S&OP plans on behalf of ServiceNow Support Service in Department Wide Meetings. Ensuring the metrics are understood and where to focus to improve service delivery.- Maintains budget for the service including resource, sotware and project needs. Assembles Annual Operating Plan for the service- Must have a detail understanding of ServiceNow and its various modules. Know the process involved in developing, configuring, and deploying to the business.

- Responsible for the ServiceNow Support Service, including service strategy, daily operations and software development which aligns to the evolving needs of ComRes Platform IT and its associated Business Unit's IT groups.- Lead a global team of systems analysts with varying degrees of experience.- Serve as the customer facing point of contact for all new ComRes ServiceNow demand. Drive incidents and requests through ServiceNow to manage service performance and provide maximum customer satisfaction.- Effectively articulates and communicates the details of the service to the business and end-users.- Research and awareness of platform capabilities and applications available to ensure new solutions are a good fit for the platform. - Lead ServiceNow Advisory Board to ensure leadership alignment with the goals and objectives for the team.- Overall understanding of all the demand to the service, request status, and prioritization. Manage and effectively communicate the backlog and priorities.- Management of the Platform Licensing including understanding current licensing contract and ensure platform usage is compliant, Understanding of ServiceNow licensing model, changes to the licensing model and how that impacts the instance.- Establish and meet KPI / SLA objectives. Own and present Ops Review & S&OP plans on behalf of ServiceNow Support Service in Department Wide Meetings. Ensuring the metrics are understood and where to focus to improve service delivery.- Maintains budget for the service including resource, sotware and project needs. Assembles Annual Operating Plan for the service- Must have a detail understanding of ServiceNow and its various modules. Know the process involved in developing, configuring, and deploying to the business.

 Lead a global team of resources that provide Productivity Tool training to internal employees, globally Oversee daily operations for the Training Service and ensure alignment with ComRes Platform IT strategy for service delivery Serve as the customer-facing point of contact for Training requests, effectively articulating service details to the business/end-users Research and awareness of Training offerings to develop to ensure new offerings are a good fit for the Training Service Understand all the demand of the service, request status, and prioritization. Manage and effectively communicate backlog/priorities Establish and meet KPI / SLA Objectives. Own and present Service Review & S&OP plans on behalf of Training Service in Department Wide Meetings. Ensuring the metrics are understood and where to focus to improve service delivery Continued responsibilities for Corporate Trainer (Training Specialist)

Coordinate and deliver training and technical assistance on Microsoft Office 365 and other Productivity tools to Emerson employees, globally, through Instructor-Led classroom and virtual training. Establish and maintain strong relationships with business unit leaders to promote training opportunities. Lead training team discussions addressing challenges, brainstorming, and advancing initiatives, weekly Collaborate with colleagues, reviewing training metrics, to evaluate and improve training effectiveness, monthly Collect employee training satisfaction feedback capturing qualitative and quantitative metrics, earning 4.7 / 5 stars Coordinate and deliver customized, Instructor-Led training to 950+ Emerson employees, globally, in FY20 Research, develop, and design instructional materials for software and productivity tool training: OneNote, Jabber, & Kronos Consult with new hires and provide one-on-one technical assistance to employees on use of Productivity tools Conducted a Unit Training Cost Analysis highlighting the investment, cost savings, and benefits of an internal trainer

▪ Utilize Agile methodologies to complete initiatives/projects collaboratively decreasing time spent to deploy▪ Create and update standardized Helpdesk processes to increase consistency, accuracy, and project efficiency▪ Execute initiatives designed to advance continuous improvement increasing autonomy and creating profitable savings▪ Promote positive vendor relationships standardizing IT inventory processes, while decreasing spending by 10%▪ Collaborate with new hires weekly, companywide, to ensure technology education alignment, decreasing IT requests▪ Utilize and support SharePoint for Team Sites increasing collaboration▪ Generate technical articles increasing technology fluency for 1500 end users▪ Implemented and sustain Microsoft Bitlocker Endpoint Encryption for 1000+ systems across 8 locations increasing security▪ Worked with Midmark teammates continually maturing PC upgrade process, improving end user experience

 Maintained safety and security for 600+ residents by electronically auditing 625 keys, inventory, and confidential information Supervised 18+ employees for desk operations; approving time cards weekly Assured quality and efficiency of my team through actionable investigations and job action

 Increased admission rates by 35% by directing 2+ tours per week for multiple prospective students through the University Communicated personal stories to increase excitement and knowledge about the university experience

 Mediated 5+ high conflict situations to maintain residence hall safety and security for 600+ residents Interacted and logged 48+ interactions per week to monitor residents’ success and college experience Implemented 20+ community events for residents per year in alignment with BGSU values Mentored 48+ residents in academia and professional development

 Increased Cherwell IT Database accuracy by 95% by organizing and analyzing technology assets Wrote, formatted, and published Technical Knowledge Articles to Cherwell IT Database viewable to 5000 end users  Performed Data analysis to find themes on big data to present to stakeholders to further business objectives

 Facilitated a training course for Microsoft Office 365 to inform 500 company employees improving employee efficiency Provided exceptional customer service performing computer maintenance and service requests for 26+ company executives