Responsible for the architecture, design, and service delivery for ServiceNow platform. Manage a team of 5 system admins for development and operations for ITSM, ITBM, and ITOM using ServiceNow. Change management process owner. Developed and implemented a global change process based on ITIL best practices resulting in significant improvements in audit compliance and reporting.

Responsible for the delivery of IT service desk function for North American operations. Process owner for change, incident, and problem management

Manage outsource call center vendors from an IT perspective, including incident management, relationship management, configuration management, change management, capacity management, SLA management, availability management, financial management, access management, and project management.Work effectively with internal and vendor IT personnel to maintain uptime, consistency, scalability and performance while meeting business needs.

• Senior executive responsible for IT Infrastructure and Operations managing a $2.8M budget• Experienced managing a highly distributed environment with 19 staff members in 6 locations supporting 50+ office locations• Developed strategic plan based on business goals and successfully implemented plan• Developed and implemented changes to the organizational structure to improve productivity of support staff. The changes were so successful other departments implemented similar changes.• Introduced Scrum improving operational efficiency.• Managed vendor relationships and outsourcing including contract negotiations to continuously balance costs and service levels• Managed a multi-source strategy integrating outsource, on-premise and cloud based solutions• Developed a server virtualization strategy reducing physical servers, power consumption while lowering overhead costs• Led project to convert network to a 40+ node MPLS network increasing bandwidth and network performance without increasing costs• Fully implemented SCCM 2007 for OS and application deployment reducing support costs, increasing productivity by automating deployment tasks• Developed strategy for enterprise data management including storage, backup and archive• Led multiple large scale deployments including Office 2007, Office 2010, and Windows 7• Negotiated enterprise contracts and discounts with premier vendors including Cisco and Microsoft to reduce overhead costs while improving overall quality of service• Consolidated multiple, locally purchased and managed PBX systems into a centrally managed Cisco Unified Communications infrastructure reducing operating costs by over $100,000 per year

• Global expert and leader in Windows Server 2003 Active Directory design and implementation• Led project to design and implement a global Windows Server 2003 Active Directory domain consolidating multiple NT4, Novell and Windows 2000 domains into single global AD domain that successfully delivered uniform access to all computing assets with a single sign on (SSO)• Innovative IT infrastructure support for desktops, servers, email, networking and telecommunications• Responsible for daily administration of Exchange server

• Construction Management and CQA services for multiple project sites both nationally and globally• Designed multiple data analysis solutions using MS Excel and MS Access• Experience working on diverse teams in demanding high pressure situations with tight deadlines