Responsible for the ITSM Governance at The Hanover and owner of the ServiceNow platform.These responsibilities include managing the ServiceNow development team, prioritize our Continual Service Improvement queue, and lead the ITSM Governance Board. I'm also responsible for the day-to-day management of the Change Management and Incident Management teams; Ensure our processes conform to best practices and continuous evaluation to ensure they're performing according to our success factors and implement actions to correct shortcomings or further streamline them as necessary; Ensure my staff is managing and coordinating all activities necessary to control, track and audit Changes in the environment; Communicate Change and Incident Management activities to our leadership team; Responsible for overall coordination of the Incident Management process through cross-functional teams, in particular whenever there are major incidents.As an IT Manager at the Hanover, I've also held responsibilities over the Release Management team and owner of the Problem Management process.

As a Release Manager is was responsible for facilitating, coordinating and implementing all releases to the production environment. These responsibilities included the creation of the Master Release Plan, managing to that plan, communicating status to leadership, ensuring issue resolution, and guiding cross-functional teams to a successful release. In addition, I had Change Management responsibilities that included the day-to-day change ticket management, facilitation of the Change Advisory Board meetings and final approval of all changes. The primary objective of this role was to enable changes to be transitioned into production with minimal disruption to business services and in accordance with our Change Management Policy while supporting the implementation of Investment Proposals and Production Support projects.

Senior technician with Team Lead responsibilities.Responsible for the day-to-day management of the processes and staff of a fast paced, service focused team within an area of IT helpdeskBalance workload in response to any changes in volume including schedule adjustmentsResponsible for gathering and providing training documentations to the team on new software/IT implementationsParticipate in committees and attend meetings as assigned and report findings and recommendations to the ManagerUse query tools to generate reports that measure individual and team performance against the metrics and goals of the unitResponsible for providing reports on call trendingProvide analysis and recommend changes based on identified trendsAbility to lead and mentor staff in a positive manner

Level 1 Remote Desktop SupportSupport over 4000 users from home office and nationwide. Use Peregrine Service Center to log tickets.Provide first level support for desktop, networking, and various insurance applications' issuesWork with 2nd level support to escalate complex problems to appropriate groupsUse Citrix product called GoToAssist, Windows Remote Desktop, or Novell Remote Management to remote into user's workstations (laptop, desktop and VM boxes) for troubleshooting and other purposes, such as installing and configuring software, etc. Familiar with VMWare ESX to manage VM sessionsDocument all new troubleshooting procedures and fixes using SharepointResponsible for imaging and deployment of multiple Windows XP machinesTrain and mentor new staff

Provided 2nd level support for escalated calls"Walked" customers through connecting their wireless laptops to our Wi-Fi HotspotsConfigured and shipped Wireless Access Points and ControllersResponsible for installing new Wi-Fi Hotspots including network line provisioningFirst escalation point for Wi-Fi Network OutagesResponsible for engaging the ISP when outages were on the Service Provider's endWorked on a special project at Trump Taj Mahal Hotel, setting up the hotel rooms with internet connections over phone lines.