Plans and directs the overall implementation and management of the ServiceNow ITSM platform and associated Service Delivery processes; the core system which supports IT Operations and provides IT Services for Agency customers and 70,000+ users.

Provided consulting services to several managed service organizations in IT Program/Project, IT Service (ITSM), and Quality Management.

Senior Project/Program Manager - Managed Services• Led several service management workshops (20 regional members), performed process evaluations and maturity assessments using ITSM/COBIT best practices to build the transformational roadmap (20 initiatives, $3M).• Managed the strategic initiatives portfolio (32 projects, 3 PMs, $3M) to transform and improve service operations and quality resulting from 3 mergers and acquisitions. Included 3 support centers and 500+ customers on a global scale.• Consolidated 3 ticketing platforms to ServiceNow and eBonded 6 customer/partner integrations, reduced operating expense by $600K.• Migrated critical ITSM processes to the Enterprise ServiceNow cloud using Agile/Scrum methodology; annual savings of $250K.• Reduced defects/issues of on-boarding and operational readiness processes by 20% at Go Live using workflow automation and reduced timeframe from 45-60 to 20-30 days on average. • Virtualized 11 critical enterprise tools/applications. Implemented redundant network architectures (40 devices, $2M) at 2 co-lo facilities.PMO Director, Quality Manager - Professional Services• Built PMO and managed project delivery services for Cisco Gold Partner. Accountable for $10+M in annual project revenue (company increased 30+% annual growth in sales and services). Improved PMO competency using a standard project lifecycle, increased customer satisfaction ratings and gross profits over previous years.• Management of PMO (9 PMs across NY/NJ/LI/CT) managing 80+ concurrent projects (ranging from $30K to $2M), included deployments of Unified Communication, Core Network, and Datacenter technologies.• Led 2 successful internal ISO 9001 audits focusing on quality management systems required for compliance.

Provided IT Program/Project Management consulting services to Dimension Data North America and Bluewater Communications Group.• Managed a Service Operations Initiative to develop a framework for standard service delivery based on ITIL V3 for large client engagements (AT&T, GM). • Developed an enterprise lifecycle for Pfizer Global Network Engineering Managed Service Program (3 years, $16M, 30 resources). Integrated processes/standards from client request to SOW development through project delivery.

For Credit Suisse Shared Services IT Division:• Managed the global deployment of a standard project delivery framework and portfolio management tool; delivered framework and tools with 300+ PMs trained in 10 months, performed 3 major release cycles. • Managed application development team, deployment, and production support for the in-house global server/storage provisioning system; performed 2 major releases.

• Dedicated to account for 9 years. Provided Program/Project/Quality Management for Corporate Information Technology/Global Network Services. Partnered with account team to increase billable revenue to $5M with 30 on-site consultants. Interim NY Network Operations Manager (8 months, 12 engineers). Received INS Sales Support Award.• Realized a $3.4M write-off in NBV by managing work stream to implement standard lifecycle asset management processes for 13K network/voice assets across 33 US sites; saved on future maintenance costs and enabled multi-year capital forecasting. Received 2 Pfizer Certificates of Appreciation. • Directed team of 30 employees/consultants for a corporate compliance initiative and achieved full compliance within the 14-month target. Received Pfizer Stars Award.• Introduced global queue management strategies which improved SLA compliance to 95% within 1st quarter of implementation. Adopted as best practice and deployed across shared services.• Introduced ticket reporting metrics to improve quality and performance which allowed service areas to identify opportunities for improvements; pilot identified 32% improvement in ticket resolution and was added to Corporate IT scorecard.

Provided IT management consulting services for key accounts in NYC and developed new business initiatives. Pfizer• Dedicated to account for 9 years. Provided Program/Project/Quality Management for Corporate Information Technology/Global Network Services. Partnered with account team to increase billable revenue to $5M with 30 on-site consultants. Interim NY Network Operations Manager (8 months, 12 engineers). Received INS Sales Support Award.• Realized a $3.4M write-off in NBV by managing work stream to implement standard lifecycle asset management processes for 13K network/voice assets across 33 US sites; saved on future maintenance costs and enabled multi-year capital forecasting. Received 2 Pfizer Certificates of Appreciation. • Directed team of 30 employees/consultants for a corporate compliance initiative and achieved full compliance within the 14-month target. Received Pfizer Stars Award.• Introduced global queue management strategies which improved SLA compliance to 95% within 1st quarter of implementation. Adopted as best practice and deployed across shared services.• Introduced ticket reporting metrics to improve quality and performance which allowed service areas to identify opportunities for improvements; pilot identified 32% improvement in ticket resolution and was added to Corporate IT scorecard.Comdisco• Developed standard processes and Operations Runbook using ITIL framework to manage E-Commerce Web Hosting center in Chicago. Delivered $2M project in 8 months under budget.Bear Stearns• Managed engineering team to redesign the global enterprise network management application integrating 3 systems, delivered new system to Operations in 10 months, increased account revenue to $3M.

Provided IT service and implementation management support for key accounts in the North East Region. Involved with multi-million dollar outsource engagements from RFP and assessments through contract delivery. • Program managed multi-vendor project teams to upgrade infrastructure and evaluate emerging technologies (voice, video, data) for new data center. Evaluations completed and vendors selected for pilot, upgrades completed on time• Led a multi-disciplined team (20) to create an IT operations service delivery model (integrated business processes). Adopted as an EDS standard.• Directed operational activities during pilot deployment (1,000 seats) for a desktop refresh. Supervised 5 EDS technical managers. Developed standard plans for deployment (communication, resource, and roll-out). • Played key role for operations work stream in support of a $1.2B outsource contract. Developed RFP responses/solutions and involved with global due diligence efforts.