Pentio Inc. is a specialized Canadian consulting firm dedicated exclusively to ServiceNow solutions.Services offered: - Advisory & Roadmapping- Project Implementation- Rapid Backlog Reduction- Managed Support- Staff Augmentation

Selected Projects Experience:• Government Utility Company – Sole ServiceNow Technical Architect for Accenture’s largest ServiceNow deal of $25 million. • Pharmaceutical Company – Cloud Integration Lead Architect providing strategic directions on cloud transformations and setup a new Cloud Center of Excellence (CCoE) including its operational model. Leading a large team to for the integration of ServiceNow and AWS for Cloud Discovery and Cloud Catalog including auto-provisioning.• ServiceNow Inc – ServiceNow Telecommunications Solution Architect for the ServiceNow Paris Release: https://www.businesswire.com/news/home/20200603005599/en/ServiceNow-Revolutionizes-Industry-Workflows-Telecommunications-Financial-Services • Sports Apparel Company – Overall Project Lead for the migration of the global PMO office to ServiceNow using Program/Project Management, Resource Management, Timesheets and Enhancements. Client reference of the delivered work at ServiceNow Global Conference Knowledge20 https://events.servicenow.com/widget/servicenow/knowledge2020/knowledgecatalog/session/1578332119091001WCZ9 • Insurance Company – Solution Architect Lead for transformation of the client’s IT Operations Unit (1400 members) migrating from HP Service Management and HP Asset Manager to ServiceNow.• US Financial Company – Solution Architect for a Cloud Transformation project for the migration of local Datacenters to Amazon Managed Services (AWS). Lead the integration of ServiceNow to (AMS) working closely with Amazon to build the first global end-to-end bi-directional integration between ServiceNow and AMS for cloud discovery and cloud request auto-provisoning.• Telco Company – Solution Architect and lead a technical team for integration of Amazon Web Services (AWS) to an MSP ServiceNow instance. The project was to build new Service Offerings for the client to provide to their own clients generating $M revenue.

• 100% success rate of ServiceNOW project delivery• Lead, coordinate, architect, and developer of ServiceNOW projects including upgrade, integration, custom application development for a financial group, and key player in the Canadian telecom industry.• Conduct requirement gathering workshops, propose technical and process solutions• Migration of BMC remedy solution to ServiceNOW• Designed and implemented custom applications within ServiceNOW for internal and customer-facing usage.• Designed and delivered a ServiceNOW portal based on client's requirement• Designed and migrated paper forms request fulfilment process into a structured and automated ServiceNOW Service Catalog Request• Implemented and enforced the use of Agile Development application to track development.• Internal consulting team coordination and guidance.• Worked closely with internal Project Director to estimate LOE for new projects

ITSM Consultant and Developer of solutions based on ServiceNOW platform. My delivery follows the AGILE methodology.The below tasks are delivered at my clients:• 100% success rate of ServiceNOW project delivery• Business Analyst, Architect, and lead developer for two major financial institution• Advise and apply IT processes based on ITIL best practices & ISO20000 Standard• Lead consultant and helped my client certifying in ISO20000• Continuous Service Improvement on processes and ITSM platform • Implementation of Incident, Change, Problem, and Contract Management following ISO20000 standard• Development using systems development life cycle(SDLC) and Team Development module• Define and create process workflows based on client’s organization need• Define Configuration Management database(CMDB) structure including Business Services and Service Offerings• Automatic CMDB Import and relationship between configuration items• Process integration in ServiceNOW for datacenter move of a multinational financial institute• Integration of Enterprise CMDB for preparation of datacenter move (Project of €16M) • ServiceNOW platform customization using Javascript(Client script, business rule, script include, inbound mail action, etc...), UI policy, UI action.• Implemented a portal with Service Catalog helping my client to save on costs

• ITIL foundation v3 based operational support processes and introduced compliancy for a established chemical company client. Owning and managing the operational governance for 149 sites across the globe• Study, analyze, and optimize current IT governance challenges and providing a simplified method of working. Evaluate Customer Satisfaction • Maintain B2B client relationship, through consistent communications, updates, meetings, and next steps.• Dispense surveys, collect data, analyze for response, and follow-up as necessary until client’s satisfactory. Provide inputs and guidance to continuously improve internal tools and methods• Define internal and external operating processes, coach and provide feedback for best practices• Key Performance Indicator management, define actionable goals, set plan for actions, follow-up, and measure to implement improvements Organize and lead operational meeting• Compare monthly service review reporting to senior managers and IT director to forecast the following cycle and implement effective actions and achievable goals. Guide quarterly and strategy meeting • Service Delivery Lead for implementation for Office 365 including the whole office suite and email delivery system. This is a critical service need for 20000 users.

• Lead ServiceNOW developero Configure ServiceNOW interface using UI policies and client scripts in Javascripto Customized core application using business rules and script includes in Javascripto Introduced Change, Incident, Service Request, Problem Management into ServiceNOW from the business perspectiveo Developed workflows for process automationo Developed and configured a end-user portal linked to a Service Catalogo Setup event notification to inform the appropriate stakeholderso Implemented Service Level Agreement(SLA) definitions into ServiceNOWo Presented the knowledge base(KB) functionality and the “how to use” through user adoptiono Automate custom extraction report upon management requesto Automate scheduled CMDB and relationship imports• Administration of Windows 2003, and 2008R2 server operating system(OS)o Active Directory users, groups, and security groups managemento Group Policy Object(GPO) implementation upon management need and requesto Introduced Windows Deployment Server by creating and maintaining OS images including XML answer fileso Promote windows servers into domain controllers as necessaryo Configure share drives and security for NFTS shares• Team player as VMware specialisto Configure physical virtual hosts in Vcenter management systemo Configure ISCSI connection to Dell Equalogic SAN storageo Creating Logical Storage on Dell Equalogic SAN for VMwareo Configure Virtual Network devices including VLAN, Virtual Switches, etc..o Create and maintain Virtual machine environment• Prepared and test the Disaster Recovery Process (DRP) on high availability(HA) environment with Health Insurance Portability and Accountability Act (HIPAA) compliancy.• Management of Active Directory; Exchange; VMware ESXI; Mcafee EPO• Lead build, upgrade, migrate, and roll-out projects relating to Windows environment• Responsible and accountable for Orange (NSOC) Internal IT • Continuous improvements via patch management and delivery (WSUS)