Scott Shoemaker Email & Phone Number

Providing subject matter expertise in Service Management and Customer Experience concepts to be applied to Northrop Grumman internal shared services. Directing CX principles to be applied to internal CX program; through best practice tools and processes. Applying data analytics models to forecast and predict customer satisfaction and operational performance.• Successfully implemented Qualtrics Customer Experience platform in 2020. o Over 1M employee experiences have been captured and analyzed since implementation.• Agile Product Owner of a 6-person service analytics team producing descriptive and predictive analysis of service delivery data and employee behavioral data with NG’s shared services.• Designed, implemented, and managed Shared Services’ CSAT program regularly achieved 92% satisfaction across all shared services in 2023.• Developed employee experience 5-year strategy for sustaining and continuously improving surveys, website feedback, Qualtrics platform, and innovation XM. • Awarded Tech Fellow as a leading subject matter expert (SME) in Service Management, Experience Management, and Behavioral Analytics.

Implementing an IT Service Management model for Northrop Grumman. Responsible for standing up Enterprise IT processes that span across the entire company. Assists IT Service owners with the development and management of their Services. • Successfully led the Service and Process aspects of our IT Service Management program and took the lead on the SMO.o Played vital role in ITSM activities and Service Management Office, building out combined PAL merging the project lifecycle with the services lifecycle. • Designed and implemented 12 different ITSM processes across the Enterprise. Became Process Owner of 4 different processes through the first 2 years. o Recognized throughout the organization for knowledge and contributions in IT Service Management. • Six Sigma Training and ESS Leadership Development Team.

Led the day-to-day operations of all IT services for a $1.3B business group of Northrop Grumman.• Addressed issues with IT strategy, mitigation, manufacturing systems, vendor management, incidents, and customer service.

Responsible for implementing ITIL best practices for Government customers. Conducts organizational change techniques to successfully implement both Service Delivery and Service Support processes for 15-person team. Conducts group and individual training sessions.• Developed and implemented multiple plans addressing active communication of new processes and procedures; made changes to standard operating procedures to support government users and customers. o Maintained mission-critical systems and operations. • Continued to actively participate with and provide assistance to several other government-related Program Managers.

Responsible for the implementation and execution of three process automation projects utilizing Integic’s e.POWER workflow automation application. Conducts user group meetings, requirements gathering sessions and develops process flow diagrams to map current manual processes to a future automated state. Controls project scheduling, resource management, cost management, billing and invoicing. Works with several subcontractors providing consulting and technical services. Conducts working groups and management reviews for executive and technical forums.

Responsible for the management of DIA contracts providing IT services and products, including systems integration work for JIVA program and providing training products and services for JIVA University. Managed teams of software developers, engineers, administrators, trainers and project managers. Responsible for product delivery, service delivery, budget, staffing, etc. Also, responsible for business operations within $50M, 100-person EDS Intelligence Group.

Joint Chiefs of Staff, The Pentagon , 09/01 to 12/02IT Special Projects Officer Recalled to active duty on September 11, 2001. Led several projects to increase IT capabilities to match increased operational tempo with the Joint Chiefs of Staff. Projects included multiple network upgrades, infrastructure for newly created Homeland Security Division and Global War on Terrorism Directorate for Chairman of the Joint Chiefs. Infrastructure included access to multiple classified networks including, GCCS-S, GCCS-T, JWICS, NCCS, ADNET, FORDTIS, SIPRNET, NIPRNET and several internal Joint Staff and NMCC networks.

Built, costed, and wrote custom technical proposals for CSC’s Helpdesk, Desktop and Server solutions to potential commercial out-sourcing clients. Involved in initial client visits, technical strategy development, building cost models, Due Diligence, BAFO, and negotiation processes for many commercial outsourcing deals ranging from $30M to $$700M in value. Client visits consisted of analyzing current IT infrastructure and interviews with IT personnel and managers. Proposal strategy development and cost models included several internal CSC reviews with Vice Presidents of CSC IT Operations, Finance, Consulting, and New Business Development. Participated in many presentations of proposal to potential client’s senior management.

Joint Chiefs of Staff, The Pentagon, 09/96 to 03/00 Communications-Computer Systems OfficerOperations Manager responsible for all IS operations for 200+ senior military leaders. Helpdesk Manager providing computer support for two mission critical networks. The Division’s IT services were rated #1 in entire Joint Staff for 3 years. Project Manager for: development of web-based intranet site, prototype document management system, knowledge management application, and several business process and productivity improvement projects.

Edwards Air Force Base

High Potential Leadership Program, Executive Education, Certificate

Certificate, Executive Leadership: Change Management

Mba, Minors In It And Organizational Change

Bs, Applied Mathematics