As an accomplished IT Service Delivery Manager, I orchestrate and enhance operational workflows, analyze industry trends, and devise innovative strategies to achieve organizational objectives. My customer-centric approach drives breakthrough changes, ensuring optimal service quality and stakeholder satisfaction. I am adept at implementing cutting-edge systems, making informed decisions within resource constraints, and fostering seamless collaboration across cross-functional teams. My commitment to excellence extends to managing change, promoting cohesion, and maintaining effective communication. Ultimately, I refine practices, drive strategic plans, and contribute to overall business success.Key Achievements:• Successfully led and executed a comprehensive ServiceNow implementation encompassing IT Service Management (ITSM) and IT Operations Management (ITOM) modules.• Designed and meticulously configured ITSM and ITOM processes within ServiceNow, aligning them with organizational needs and industry best practices.• Spearheaded the deployment of incident management, problem management, change management, and service catalog modules, streamlining service delivery.• Customized ServiceNow workflows, forms, and interfaces to optimize usability and elevate the end-user experience.• Collaborated seamlessly with cross-functional teams, including IT operations, Service Desk, and infrastructure groups, to harmonize processes and workflows.• Achieved significant gains in operational efficiency, service quality, and customer satisfaction through the successful ServiceNow implementation for ITSM and ITOM.

As a dedicated IT Specialist Manager, I oversee desk-side support operations for the IT Service Delivery section, collaborating seamlessly with other IT Specialist teams to ensure a cohesive and efficient experience for Credit Human employees. My responsibilities encompass a wide range of critical functions, including managing IT service desk calls, overseeing PC hardware and software, addressing peripheral end-user devices, handling user service requests, resolving desktop incidents, and maintaining user access controls.Key Achievements:• Strategic Process Enhancement: Leveraging the ITIL guiding principles, I drive innovation and create streamlined processes that enhance service delivery efficiency.• Stakeholder Relationship Building: I establish strong relationships with internal business units, facilitating seamless communication and alignment of IT services with organizational goals.• Resource Coordination: I coordinate IT resources for various projects related to our new headquarters, ensuring timely and effective implementation.• Vendor Partnerships: By cultivating vendor relationships, I contribute to the benefit of Credit Human and its valued members.• Service Standards: I develop and implement robust service standards for desk-side support, ensuring consistent excellence in IT service delivery.

As the Associate Director of Information Technology for the consolidated Western District of Texas, encompassing District Court, U.S. Probation, and Pretrial Services, I led IT services to ensure seamless operations across the organization. I was also responsible for all aspects of courtroom technology, including audio-visual systems, delivering reliable and innovative solutions to support legal proceedings. My leadership aligned IT services with the ITIL framework, driving standardization, efficiency, and a customer-focused approach. This alignment improved service quality, facilitated continuous improvement, and ensured our technology solutions consistently met the evolving needs of the organization.Key Achievements:• Implemented Agile with Kanban methodologies for IT operations, service delivery, and management.• Developed comprehensive analytics for the Service Desk to monitor and ensure the achievement of key performance indicators (KPIs).• Authored the Service Desk handbook, outlining procedures for Tier I, II, and III customer support.• Implemented a lifecycle management policy for all IT assets.• Created and enforced a change management policy aligned with ITIL standards.• Developed and executed an incident management process in accordance with ITIL guidelines.• Successfully led the migration from Lotus Notes to Microsoft Exchange.• Transitioned the organization from local Office installations to Office 365.• Upgraded the organization from Windows 7 to Windows 10, completing the project three months ahead of the deadline.• Served as the primary point of contact for service provider management escalations across all assigned support areas.• Collaborated with the IT executive team to formulate a 5-year IT Strategic Objectives plan.• Established Service Desk procedures to align team efforts with departmental objectives.

Responsible for all Information Resource Management Programs to include the mailroom, telephone switchboard, and radio/telephone operations. Manage and direct post's Information Technology (IT) programs to include the formulation and execution of strategic and tactical planning and the development of the associated financial plans. Draft, coordinate and implement official communication directives. Supervise four American Direct Hire employees, One American Eligible Family Member, and 15 Locally Employed Staff. I am a member of the Emergency Action Committee (EAC), Counterintelligence Working Group (CIWG), and Chair of the Local IT Configuration Control Board (IT CCB). I serve as the Contracting Officers representative for all IT contracts and also serve as an EEO counselor for the office of Civil Rights.

Responsible for all Information Resource Management Programs to include the mailroom, telephone switchboard, and radio/telephone operations. Manage and direct post's Information Technology (IT) programs to include the formulation and execution of strategic and tactical planning and the development of the associated financial plans. Draft, coordinate and implement official communication directives. Supervise two American Direct Hire employees, two American Eligible Family Member positions, and nine Locally Employed Staff. I am a member of the Emergency Action Committee (EAC), Counterintelligence Working Group (CIWG), and Chair of the Local IT Configuration Control Board (IT CCB). I also serve as an EEO counselor for S/OCR.

Responsible for all Information Resource Management Programs to include the mailroom, telephone switchboard, and radio/telephone operations. Manage and direct post's Information Technology (IT) programs to include the formulation and execution of strategic and tactical planning and the development of the associated financial plans. Draft, coordinate and implement official communication directives. Supervise one American Direct Hire employee and eight Locally Employed staff members. Serves as the back up to the Management Officer (MO), in which capacity I oversee the entirety of the management team consisting of GSO, HU, FMM, FMO and HR subsections. Solid understanding of the management section and have served on the ICASS council, Housing Board, Post Employment Committee, Inter Agency Consolidation Committee, Emergency Action Committee (EAC), and the Mission Joint Awards Committee. I also serve as an EEO counselor for S/OCR.

Responsible for the supervision of an APO and State mailroom staff of twelve. Other responsibilities included but not limited to the system administration of the classified network and associated circuits, managing the training program for end users, COMSEC custodian for one of the largest accounts in the Department, and Public Key Infrastructure (PKI) LRA. I also served as acting IPO at Consulate Munich (October 08) and Embassy Riyadh (June 09) during staffing shortages.

Responsible for supervising a local staff of four in the radio/telephone section. Other responsibilities included system administration of the classified network and associated circuits, running the classified pouch program, and managing the post radio program. I also served as acting ISO during the summer staffing gap.

I was a student at the Foreign Service Institute (FSI) where I learned about the systems used within the Department of State.

Responsible for designing, developing, implementing and managing complex web site(s) for the Air Force Center for Environmental Excellence. Responsibilities included writing advanced web authoring code, designing and/or integrating graphics and databases for the web site(s) and keeping abreast of the latest hardware and software needed for the maintenance of the site(s) on a continual basis. Perform a combination of the following duties: Designs web page text and visual content, navigational links, and page layouts. Writes code using HTML, Dynamic HTML, VBScript, JavaScript Visual Basic, ASP, and SQL. Consults with users to determine web needs and recommends solutions. Responded to problems or questions regarding web server performance issues. Created digital graphics for sites. Research new methods, techniques and software for web design. Compiles and analyzes website utilization statistics. Recommend software and hardware for website(s).

I worked in the world of medical research as a database developer, creating databases for data extracted from literature used to complete systematic reviews. I evaluate the standard requirements for implementation on existing computer systems, gather data, as well as, organize, analyze, and process data from various sources in a timely manner, in order to create new databases or make additions to the existing databases. Recommend improvements to existing databases. Identify operational problems and assists in resolving them. Designed and maintained the website for the National Program Office of the Generalist Physician Faculty Scholars Program. Maintain necessary files and records. Perform routine checks of information to ensure accuracy. Clarify information if necessary. Prepare data for entry by coding information using appropriate references and analysis. Write, review and generate computerized reports using system databases or utilities for interpretation of data. Act as an intermediary for the evaluation and implementation of computerized products between the department and Computing Resources.

Designed Access databases and Excel spread sheets for various applications. Budget management: Track budget expenditures and bill the appropriate research grants for the appropriate reimbursements. Provided technical support for the 30+ personal computers to include hardware and software support. This technical support included troubleshooting problems with the personal computers to isolate the issue to software, hardware, or the network; and the installation of software, hardware, and peripheral devices (scanners, printers, and external drives). The computers I work with had Windows 95, 98, 2000 & NT as the operating systems. I rebuild computers, change out hardware, and add software and peripheral devices when needed. I assisted the network administrator with various network issues. I built computers and installed new systems to the network and tested them to ensure that the system works properly. I use front page to design and maintain simple WebPages. I evaluated, recommend, and purchase new hardware and software based on the need of the individual. Administrative support to researchers, to include writing consent forms from research protocols, and filling out and obtaining protocol approval from the Institution Review Board (IRB).

Provided admin support to professional staff in health care delivery in a diversified ambulatory care setting. Provided orientation to the computers and software for new professional staff. Interpret and transcribe physicians’ orders from medical records. Order all diagnostic test requested by the physician. Co-authored the “Ambulatory Care Section Training Manual” use to train new employees.

I was responsible for the preventive and corrective maintenance of a variety of Sharp copiers and faxes for approximately 200 clients. Responsible for ordering and maintaining spare parts list. Would field troubleshoot to the component level for most copiers and some faxes. With the use of technical manuals I was able to troubleshoot unfamiliar copiers and faxes.

Responsible for the installation, operation, maintenance, and repair of all shipboard communication systems. Developed and implemented communication plans, operating procedures and training guides for junior personnel. 3M Coordinator: Responsible for all scheduled preventive maintenance and maintenance data control system. Public Affairs Officer: Responsible for all outside correspondence directed to this station.