Planned and coordinated the strategy and roadmap, and led solution design for a new ServiceNow implementation of Change Management, Request Management, Service Catalog, and Employee Service Center (ESC) Pro portal.

Analyzed current state of heavily customized ServiceNow instance, designed and proposed 4 accepted solutions to revert to baseline functionality for: Approvals, Flows, Portal, and Notifications.

• Generated $505K in project volume via the Catalant platform.• Lead Project Manager (PM) of a global team implementing the ServiceNow Customer Service Management (CSM) application and related modules to include an external Portal and Advanced Work Assignment (AWA). • Led the strategy, current and future state workshops, planning, cost, and vendor analysis as the lead PM for 6 business centers which resulted in the successful vendor selection for a digital mailroom transformation initiative.• Supported a digital marketing team’s Salesforce Marketing Cloud implementation for a custom database (30+ data sources) to feed automated customer journeys and campaigns.• Led planning, training, implementation, and hyper-care of migration from Google Workspace to Microsoft 365 (email, contacts, and calendars).- Partner Programs: ServiceNow, Microsoft, and Dell.

Lead Business Process Consultant (BPC) on the State of Tennessee Department of Human Services implementation of ServiceNow CSM - decreased resolution times 70% down from 120 hours to 34 hours.

• Ohio Army National Guard (Home Station) – Columbus, OH - May 2000 – January 2009• Operation Enduring Freedom (Active Duty) – Camp Shelby, MS - August 2004 – Sept 2008• Rank: Sergeant (E-5)