• Design, deploy, and manage CMDB data management tools including Discovery and Service Mapping solutions for on-premise and cloud resources.• Lead the collection and analysis of requirements to develop technology strategies.• Participate in the delivery of new technologies as a leader or major participant.• Provide consulting advice and guidance to customers and other IT teams across several technologies.• Serve as the escalation point involving potential troubleshooting and problem resolution assistance.• Design and manage CMDB data integrations with other data sources using import sets, transform maps, API integrations, and the Identification and Reconciliation Engine.• Design and manage workflows for request driven data maintenance automation.• Develop, document, implement, and maintain CMDB governance processes, procedures, and policies.• Mentor the organization on configuration management services, concepts, policies and procedures.• Mentor and help direct configuration management specialists.• Continually drive improvement in the configuration management process.• Define, create, and monitor CMDB health reports, dashboards, and other reports that support auditing and compliance of the CMDB.

• Implemented ServiceNow Platform, ITSM, ITOM, and IT Asset Management for customers• Gathered customer requirements, established governance, planned projects, configured andoperationalized ServiceNow applications• Assisted sales team with technical demos, project scoping, and statements of work• Experience with CMDB, Discovery, Service Mapping, Event Management, SCCM Integration, Agent Client Collector, Incident Management, Change Management, Problem Management, Knowledge Management, Request Management, Service Portal, Service Catalog, Procurement, Hardware Asset Management, Software Asset Management, On-call Scheduling, Contract Management, Workflows, MID Server, Notifications, CSDM, Import Sets, Update Sets, Visual Task Boards, Reports, Dashboards, LDAP Integration, Discovery Patterns, Flow Designer

• Improved the reliability of ServiceNow Discovery by redesigning and implementing changes • Improved CI completeness by comparing CMDB data against external sources and remediating discrepancies • Improved data quality by identifying and remediating missing key attributes • Enhanced Discovery by creating custom probes, sensors, and patterns • Improved CMDB effectiveness by continually reviewing stakeholder objectives and resolving gaps • Improved functionality of ServiceNow instances by reviewing and remediating skipped updates • Manipulated CMDB data as needed using custom scripts • Configured and customized the integration of SCCM and Altiris • Created database views and reports as needed • Created and maintained policy and procedure documentation for the CMDB and Discovery

• Managed 3 teams installing and maintaining servers in an Active Directory environment • Managed weekly CAB meetings • Performed incident, change, request, problem, and asset management for servers and applications • Improved ITIL processes by implementing BMC Atrium CMDB • Improved change management by evaluating and updating processes and software• Improved CMDB accuracy by implementing BMC Discovery to automatically populate and maintain the CMDB • Created custom TPL scripts to enhance BMC Discovery • Raised awareness of applications at risk during a change or incident by creating application models using CAM • Enhanced CMDB discovery by creating custom integrations to populate the CMDB from external data sources • Improved monitoring capabilities by designing and implementing a custom solution to discover, alert, and report on over 2000 Windows and VMware servers • Integrated vendor solutions to extend monitoring capabilities • Improved server management by implementing automated tools for OS deployment, server patching, and security updates • Identified servers near end of life, determined the need for replacement, procured new equipment, and coordinated replacements • Reduced Active Directory complexity by migrating 5000 users and workstations from multiple domains into a single Active Directory forest • Continuously identified opportunities for improvement and then created and managed remediation plans

• Installed and maintained Windows servers and applications • Managed projects for server installations and upgrades • Managed multiple NT 4 domains • Monitored servers using various applications • Provided tier 3 support for service desk and LAN administrators

• Installed and maintained servers, desktops, networks, and printers • Implemented Microsoft SMS to inventory Windows computers and deploy software• Managed backups using Palindrome Network Archivist • Managed incidents and requests using BMC Remedy • Provided customer support to all company employees

• Provided onsite repair on a wide variety of computers and printers at customer locations • Maintained hardware and software on customer equipment to improve reliability • Identified customer challenges and provide recommendations • Managed an inventory of spare parts to ensure availability for repairs

• Managed the local repair facility for NEC • Performed repair of NEC computers and printers • Provided in person and over the phone customer service • Maintained an inventory of spare parts for the office