Support and provide Expert services for ServiceNow Large Enterprise client base, public and private lines of businessDesign, Create, Implement, and Support Integrated solutions using Integration Hub and Spoke capabilities, and custom code as neededLead client workshops for Platform Integrations and Foundational elementsImplemented Integration Hub and Spokes, Virtual Agent, Service Bridge, Domain Separation, SSO & CAC Authentication, & LDAP functionalitiesIntegrated ServiceNow with JIRA, SharePoint, SalesForce, Avaya, Remedy, & AD applicationsTrained customers on solutions created with deep knowledge transfer

Implementation of ServiceNow End User Services (EUS) for USAF installations worldwide. Design and Implementation of ServiceNow ITSM, ITOM, ITBM, CSM, Security Operations, Intelligent Apps, and Software Asset Mgt. Leading ServiceNow team of Developers and Integrator's. Partnering with AT&T, Microsoft, Accenture, and Google for EITaaS services and integrating into ServiceNow. EUS end state is 100% replacement of Remedy ITSM services at all USAF installations. *SAIC aquired UNISYS Federal Division on 14 Mar 2020

Implementing ServiceNow for USAF installations worldwide. Discovering current state of ITSM processes to create new requirements for design and deployment. End state is 100% replacement of Remedy ITSM services at all USAF installations.

ITSM subject matter expert for Remedy and KineticData Service Request and Task Management development. Created and delivered timely AGILE solutions for US Navy SPAWAR Systems Center Pacific. Engaged customers to understand their needs for Requirements and Analysis Design (RAD). Designed, developed, tested, trained, & deployed in short time frame. Focused on flexible solutions for customers and embracing the Enterprise Request Management best practice methodologies. Coordinated 25 personnel to meet project objectives. Received accolades from happy customers!

Managed ERP, ITSM, Lawson, & Kronos projects for Centura Health IT Application Systems &Development teams. • Communicating and coordinating between customers, vendors, and personnel to ensure on time project completion. • Coordinating and communicating detailed scopes of work, project timelines, and scheduling resources for multiple project locations. • Solving problems as they arise to ensure quality and customer satisfaction. • Performing site visits to develop and verify accuracy of system and quote process and system functionality. • Answering technical questions and concerns on current and completed system installations. • Assigning responsibilities, monitoring and supervising the progress of assigned projects.

Specialized in Project Management for Instructional Systems Design and Training in private and public sectors. Focused on eLearning & WBT development for national enterprise level clients. Delivered customized solutions for Lawson, Kronos, HealthStream, Remedy, & Remedyforce enterprise applications.

Program-Project Leadership & Mentorship. Continually challenged 3 ITSM professionals and 150 virtual team members for continuous service and quality improvements. Responsible for ITSM Program & Project compliance and improvements. Supported 5,200 SAP end users and 150 IT teammates. Provided Enterprise IT Consulting, Leadership, Program & Project Mgt. Led vision for ITIL based ITSM training. • Completed Shared Services consolidation into Holcim data center while maintaining business services throughout the transition over 3 months. • Transitioned AI teams into Holcim infrastructure with effective results and team building.• Managed 3rd party delivery of ITSM-ITIL training for 250 US & Canada IT Operations personnel. • Program-Project Manager for NASC-ITSM. Accountable for Service Improvement schedules for: Incident, Problem, Change, Release, Knowledge, Request, & Configuration Mgt. processes.• Project Manager for improvements of ICS(SOX) ITIL, ITSM, and ISO20000 goals.• Managed multi-national team for ITSM enterprise project implementation• Liaised, tracked, and reported on baseline vs. actual burn down rates toward completion.• Created, managed, and communicated Project Mgt Acceptance contracts with stakeholders.• Coordinated negotiations with teams, vendors, and procurement team.• Managed NASC program operational budget for ITSM tools and consulting efforts valued at $1M.• Created Tier 1-2-3 Remedy & Kinetic support program for end users; service desk; & SME levels. • Visionary for ITSM Dashboard/Portal, to establish a single touch point for IT customers.• Strategist & Evangelist for streamlining best of breed ITSM practices.• Project Manager for adoption of Zequel EDMS solution.• Sponsor & Leader of ITSM Continuous Service Improvement (CSI) workshops

Reported to CIO - IT Program & Project Leadership & Support. Managed Leadership for 3 direct reports and 20 Level 1-2-3 technicians. Fiscal responsibility included $2.5M OPEX & $1M in CAPEX. Responsible Areas: Field Support Analysts; Program Policies, Procedures, & Processes; Service Management; Service Desk; Service Quality; Procurement, and IT Training. Supported Areas: JDE & SAP end point applications; Network; Server, Storage & Backups. 1,800 end users, 11 regional hubs, 330 plants, quarries, & laboratories. • Lead EUS team for data center consolidation of enterprise shared services applications, while continuing business operations throughout the US. Strategically reduced business interruptions.• Managed IT due diligence processes for acquisitions of Meyer Material and Lattimore Construction. • Managed business continuity & disaster recovery plans across US regional businesses.• Team leader for MPLS transition of 330 sites in US. Delivered increased bandwidth and established effective IT management of circuits and local subnets.• Program Manager for Enterprise ITSM supporting 4 companies IT service needs.• Program Manager & SME for overhaul & alignment of Infrastructure/End User Services.• Program-Project Leadership: Service Desk, End Point Support, Level 1-2-3 Support• Project Manager for Enterprise LANDesk strategy compliance: patch management, imaging, remote control, software deployment, and accurate inventory mgt. • Led implementation for auto-incident creation of infrastructure events using Remedy.• Project Manager for Enterprise Symantec End Point Protection v.11 for PCs and Servers.• Program sponsor for Avaya VOIP upgrade in regional offices.• Directed migration to MS Hyper-V 2K8 & VMWare ESX for Remedy and Kinetic Data. • Selected by CIO for membership and US representation on Senior IT Governance Council• Program Sponsor of IT Quality and Continuous Service Improvement for US operations.

Reported to Senior VP for Global Operations Region I. Provided services and support for 40,000 Region I global users. Established dynamic leadership, management, & mentorship for 30 remote Infrastructure & Server Operations team members in US/Mexico/Canada. Responsible for $1M of annual capital budget and $500K of operational budget.• Technical Project Manager for IBM global backup strategy; for 1,200 servers-storage.• Project Sub-Team Manager for server consolidation using IBMGS strategy with VMWare ESX.• Responsible for integrity & monitoring of 640 servers, with 99.96% uptime success rate.• Identified and secured CAPEX for local, regional, and enterprise IT projects.• Project Team Lead for WINS and DNS core infrastructure worldwide deployment.• Project Sub-Team Lead for worldwide Active Directory migrations.• Project Sub-Team Lead for Enterprise implementation of Altiris, Symantec, & McAfee architectures.• Established Service Level monitoring and management of LANs from routers to workstations..

• Supported engineering project site valued at over $350M in cost plus contracts.• Mentored team of 4 IT specialists and 4 application developers.• Prepared and managed capital budget for IT of over $250K per year.• Coordinated service support agreements with hardware and software vendors.• Managed environmental science Oracle Database Warehouse (DW) and Visual Fox Pro (VFP)database of over 300 million records.• Implemented enhancements to legacy VFP Environmental Application.• Created TCP/IP connectivity to Oracle DW via router and switch filtering.• Published real-time VFP ODBC views to access and extract data from Oracle DW.• Reviewed and recommended system enhancements to trap, reduce, and correct errors.• Configured and connected multiple Novell and NT servers on WAN.

13 years Active Duty 7 years ReserveLast duty station was Hanscom AFB, MA - Electronic Systems CenterUnited States Air Force Active Duty (8/1981 – 9/1994)United States Air Force Reserves (9/1994 – 9/2001)• Team member of annual Joint Forces Exercise Systems team for DOD IT technology.• Provided increasingly higher levels of Medical Logistics Systems support.• Leader of many teams and functional units.• Leadership and Management instructor of accredited college credit courses.• Recipient of 2 Air Force Meritorious and 4 AF Commendation Service Medals.• One of 4 Distinguished Graduates of Air Combat Command NCO Academy class of 150 students.• Conducted monthly, quarterly, and annual feedback for subordinates.• Installed LAN for use with AT&T 3B2 and HP UNIX smart terminals.• Created local user interface to support forward operating locations inventory.• Interacted with Burroughs 3500, Sperry UNIVAC, Digital, AT&T 3B2, and HP UNIX.• Migrated from Digital to AT&T 3B2 smart terminals with Windows based GUI.• Migrated from IBM mainframe punch cards to Digital miniframe with dumb terminals.

• Managed IT Staff for $500M Workers Compensation Insurance Administrator.• Configuration management of insurance application source code--500K lines of code.• Project manager for all phases of software migration implementation; including analysis of assembly code based data; mapping of data elements; coordination of training, systems troubleshooting, and post migration analyses.• Established and monitored LAN/WAN connections for home and 4 remote offices.• Created export routine to interface with National Council on Compensation Insurance.• Created application routine to print IRS 1099 forms annually.• Responsible for support of 200 LAN/WAN users.