Ryan Lemay Email & Phone Number

Responsible for ensuring the delivery of solutions have long term viability vs short term gain. Provide support in Sales opportunities as needed. Participate in estimation efforts and review of Statements of Work(SOW). This includes understanding new applications and the ability to access and provide level of effort for all roles within the project. Participates on weekly activities with Operations to ensure opportunities can be supported by the technical services team. Coordinate with the Resource Manager on the staffing of projects. Participate or lead in strategic development of new programs within the IS Division Participates in the recruiting efforts and hiring of new technical resources Manage the Technical Services Directors Coordinate and stay current with PMO activities in the support of client projects Responsible for working with leadership on strategic planning Responsible for ensuring all ECS practices, training and policies are followed by technical resources Organizing and prioritizing development effort among staff, interfacing with vendors and management, and potentially coordinating client efforts Identify new opportunities to provide additional value to clients and improve business performance Enable practice building efforts through development of practice intellectual property (IP) Provide training, technical consulting and mentoring to technical consultants to insure efficient use of technical capabilities Provide a culture where technical resources are mentored, appreciated and proud to be a member of the team.

Atlanta, Georgia, United States

Atlanta, Georgia, United States

• Utilized the ServiceNow implementation methodology, architecture, development best practices, troubleshooting techniques, and related standards to deliver custom solutions.• Successfully configured ServiceNow services such as ITSM, ITOM, ITAM, SPM, CSM, Mobile Platform and Web Services.• Facilitated the integration of other enterprise service platforms into the ServiceNow platform.• Designed and developed comprehensive technical solutions for customers in accordance with ServiceNow best practices.• Achieved 50% increase in customer satisfaction by deploying solutions converging disparate tools into ServiceNow platform. • Delivered over 50 complex projects on time, meeting customerʼs expectations.

Albany, New York, United States

Albany, New York Area

• Managed the selling process and navigated the close for ServiceNow engagements with enterprise clients, delivering successful pre-sales technical demos, assessments, and Proofs of Concept.• Led scoping conversations with the customer to understand the customer needs and technical challenges, identifying opportunities to upsell and cross-sell value-added services.• Produced ROM and presented to the customer on the ServiceNow solutions, overcame objections for customers and close deals, increasing ServiceNow deals by 40% by leveraging my experience, knowledge, and skills.• Built ServiceNow roadmaps tailored to the customerʼs business needs, playing an instrumental role in driving net-positive customer ROI with the solution.

New York, New York

• Managed the selling process and navigated the close for ServiceNow engagements with enterprise clients, delivering successful pre-sales technical demos, assessments, and Proofs of Concept.• Led scoping conversations with the customer to understand the customer needs and technical challenges, identifying opportunities to upsell and cross-sell value-added services.• Produced ROM and presented to the customer on the ServiceNow solutions, overcame objections for customers and close deals, increasing ServiceNow deals by 40% by leveraging my experience, knowledge, and skills.• Built ServiceNow roadmaps tailored to the customerʼs business needs, playing an instrumental role in driving net-positive customer ROI with the solution.

Albany, New York Area

• Designed, architected and implemented a ServiceNow system encompassing several modules of the platform such as Configuration Management, ITSM, Service Portal, ITOM, SPM, CSM, and ITAM.• Documented the As-Is and To-Be process flow for ServiceNow applications by creating standard documentation templates and customizing them to meet the ServiceNow application requirements and standards, resulting in the automation of manual process.• Implemented ServiceNow customizations for all client ServiceNow instances by meeting with the client, understanding their business rules, gathering their requirements, and configuring the customizations using out-of-box standard functionality, custom scripts, and other platform coding methods such as Jelly, JavaScript, and HTML.

• Developed and implemented a comprehensive service management model focused on customer success and streamlined operations, resulting in an 8% reduction in customer turnover rates and a 30% increase in customer satisfaction scores.• Utilized knowledge of ITIL and ITSM best practices to establish and monitor service level agreements, reduce service delivery costs, and improve customer satisfaction ratings.• Spearheaded the successful implementation of ServiceNow, an automated task management platform, to facilitate the e icient tracking of customer requests and reduction of manual work.• Configured supported ServiceNow modules to automate incident workflow processes, identify customer service trends, and simplify customer service requests.• Delivered training sessions to enable users and stakeholders to utilize the ServiceNow platform to its full potential.

Albany, New York Area

• Responsible for creating the requirements for Service Desk, Incident Management, Change Management, Problem Management, Service Catalog,and Service Level Management.• Document the As-Is process maps for Service Desk, Incident Management, Change Management, Problem Management, and Service Level Management.• Create the To-Be process maps for Service Desk, Incident Management, Change Management, Problem Management, and Service Level Management.• Customize ITSM tool based off business requirements

• Gathered and analyzed stakeholders' requirements, documented business requirements (BRD), created use cases and users stories, and trained stakeholders on new systems. .• Generated a process flow mapping that optimized the process by reducing the process time by 50% and improved customer satisfaction by 80%. • Developed change management documentation and briefed stakeholders on changes to the system and new procedures.• Automating processes to eliminate manual e ort required to increase accuracy and e iciency.• Gathered customer feedback, Synthesized quantitative and qualitative data, and generated insights to address customer concerns.

• Implemented ITIL Incident Management for the NY State O ice of Technology (NYSOT); created a unified, automated workflow for the Technical Services Group to reduce the number of unresolved tickets by 30%, and reduced the mean time to repair by 20%.• Statistical analysis of current Help Desk process using six sigma to determine the root cause of incidents and develop proposed solutions to improve operating e iciency. Implemented a survey to help determine the root causes of incidents in the Help Desk. Analyzed survey results to find trends and patterns.• Maintained a MYSQL database of historical ticket data to support process optimization e orts by learning to use MySQL Workbench, defining the database schema, and writing a script to import data from multiple sources.• Improved productivity and e iciency by identifying and eliminating ine iciencies and redundancies within the division through measuring process performance and implementing change in compliance with ITIL standards.• ITIL Subject Matter Expert for NY State Office of Technology Enterprise Help Desk division.

• Managed an on-site technical support team that reduced customer downtimes by 15% and maintained a 99% customer service satisfaction rating, through consistent process and procedure improvement.• Ensured Service Level compliance and customer satisfaction through leading tactical and operational initiatives, root cause analysis investigations, and implementation of long-term solutions.• Improve the performance of the team by providing all the resources necessary for the technical development of team members, through coaching, mentoring and training.• Managed third party vendors SOW for Global support activities by providing technical guidance and resolving issues within agreed timelines.• Grew the account by putting together and leading a strong team, developing and executing a project plan, and tracking progress and budget to achieve results.

• Spearheaded implementation of successful projects from inception to delivery ensuring accurate tracking of change orders optimizing resources andand project management reporting dashboards.• Enabled teams to deliver projects on time and on budget with an average success rate of 97.5%.• Maintaining and completing project documentation including timetables, WBSs, SOWs, and user guides.

• Implemented service delivery improvements system wide resulting in 80% reduction in service delivery errors, increase in customer satisfaction from 24% to 85%, and decreased service cost by 25%.• Developed and maintained service level agreements between the organization and clients and consistently achieved delivery against metrics.• Ensured operational excellence by monitoring customer relations, implementing process improvements, and training and mentoring team members. • Leveraged expertise in customer service and problem resolution to investigate and resolve customer issues.• Monitored daily performance of team members and created action plans to ensure consistency of delivery and customer satisfaction. • Analyzed customer feedback and reporting customer service trends to drive change.