Ramon B. Nuez Jr. Email and Phone Number

Summary:As the Assistant Deputy Commissioner (Equivalent to Vice President), I lead transformative IT service management initiatives that drive operational excellence, enhance user experiences, and streamline processes for the City of New York. My work focuses on leveraging advanced technologies like ServiceNow and AI to create scalable, efficient, and user-centric solutions that solve complex organizational challenges. With a strong commitment to improving service delivery, I ensure that our IT operations not only support but also propel the city's mission to serve its citizens effectively.Key Outcomes:Leading the development of the ServiceNow Common Service Data Model (CSDM) v4, enhancing data governance, enabling predictive analytics, and improving overall service management efficiency, which is reducing incident response times by 25%.Driving a 50% increase in ITS Service Portal usage through targeted marketing campaigns, significantly boosting user engagement and service delivery effectiveness.Transforming IT service management by leading the integration of ServiceNow, reducing incident response times by 30%, and improving user satisfaction scores by 20%.Enhancing cross-departmental collaboration by building systems that streamline communication between ITSM, application support, and business units, effectively solving bottlenecks and increasing operational efficiency.Spearheading the creation of a Center of Excellence and the development of a Customer Experience Radar, streamlining processes for service desks and identity management teams. This initiative is building a robust technology roadmap by leveraging ServiceNow applications, enhancing customer experience, and empowering resolvers and fulfillers to better manage user expectations.

ServiceNow ManagerAs ServiceNow Manager, I led key initiatives that transformed service delivery, optimized IT operations, and significantly improved customer experience for over 20,000+ users across the enterprise.Key Achievements:Service Delivery TransformationLaunched a comprehensive self-service Service Portal that empowered 20,000+ users to independently submit incidents and service requests, access knowledge bases, and receive real-time notifications. This initiative reduced service desk call volume by 10%.Incident & Change Management OptimizationStood up and refined Incident Management, enhancing its value to resolvers and users by integrating feedback loops and analytics. This led to a 12% decrease in incident resolution times and a marked improvement in user satisfaction scores. Established and optimized Change Management processes, increasing the efficiency of change approvals and reducing the risk of service disruptions. This resulted in a 12% improvement in change success rates, minimizing the impact on end users.Platform Integration & Data AccuracyIntegrated ServiceNow with Microsoft SCCM, creating a reliable source of truth for workstations. This integration improved asset tracking accuracy by 15%, leading to more efficient resource management and better-informed decision-making.IT Business Management (ITBM) ImplementationImplemented ITBM capabilities, including Demand Management, Resource Management, and Project Management, allowing the agency to better align resources with demand and manage projects more effectively. This contributed to a 10% improvement in project delivery timelines and resource allocation efficiency.Configuration Management Database (CMDB) ImplementationLed the implementation of the CMDB, establishing a centralized system for managing configuration items (CIs). This improved incident resolution by 15% as teams could quickly identify and address CI-related issues, enhancing overall service reliability.

SummaryAs a ServiceNow Technical Lead, I played a pivotal role in transforming IT service management by launching and optimizing critical ServiceNow processes that support over 14,000 staff members. My leadership and technical expertise drove the successful implementation of key ITSM initiatives, from Incident and Change Management to Workflow Development and Tool Integration.Key Achievements:Spearheading ITSM Platform ServiceNow: Successfully launched and optimized four critical ServiceNow processes — Incident, Configuration, Change, and Request Management — significantly improving the management and support of business services for over 14,000 staff members. This initiative enhanced service delivery and reduced response times across the organization.Leadership & Team Management: Led a team of three systems administrators, focusing on long-term strategic goals and fostering a culture of proactive teamwork and mentorship. Ensured the team delivered consistent, high-quality support for the ServiceNow platform, contributing to improved system reliability and user satisfaction.ServiceNow Issue Resolution & Prioritization: Coordinated and prioritized the resolution of support tickets and multiple projects, maintaining optimal agency performance by ensuring that user-facing issues were addressed promptly and effectively. This resulted in a 10% improvement in ticket resolution times and an increase in user satisfaction.ServiceNow Upgrades & Compliance: Managed two major ServiceNow platform upgrades and, ensuring the system remained compliant with industry standards. This proactive approach minimized disruptions and maintained a seamless user experience.Workflow Development & Customer Satisfaction: Led the design and implementation of multiple service requests. These workflows streamlined processes and contributed to a measurable increase in customer satisfaction.

As a Technical Project Manager, I successfully led the execution of multiple high-impact IT projects, consistently aligning technology solutions with business objectives to ensure stakeholder satisfaction and organizational success.Key Achievements:Project Execution & Delivery: Successfully led and delivered over 20 IT projects, including software development, infrastructure upgrades, and system migrations. These projects were completed on time and within budget, directly contributing to improved operational efficiency and business growth.Strategic Project Planning & Communication: Developed and maintained comprehensive project plans, timelines, and budgets, ensuring that projects remained aligned with business goals. Effectively communicated progress and status updates to stakeholders and senior management, maintaining transparency and fostering trust throughout the project lifecycle.Project Management Methodologies: Implemented best practices in project management, utilizing both Agile and Waterfall methodologies to optimize project execution. This approach enhanced team collaboration, improved project delivery times by 15%, and fostered a culture of continuous improvement within the organization.Proactive Risk & Issue Management: Identified and mitigated project risks and issues through strategic problem-solving and collaboration with cross-functional teams. This proactive approach minimized project delays and ensured that deliverables were met with minimal disruption, leading to a 20% reduction in project risk impact.