• Devised and organized technical specifications, facilitating IBM’s Resiliency and Storage team's Service Management utilizing ServiceNow.• Educated architects and supported personnel in IT Service Management, improving customer satisfaction, and initiating team-wide migration from localized ICD to global ServiceNow platform.• Developed new offering catalog for Backup and Storage Teams, fostering integration to back-end automation systems for IBM Storage Team, overseeing deployment to central IBM ServiceNow, and serving as component of IBM's Offering Standard.• Created custom applications in ServiceNow, replacing legacy tools, developing and implementing application for assistance with multiple account management, providing mapping ability for account architects and assigned staff.

• Negotiated special pricing with ServiceNow and supervised all requirements, development, and deployment in building IBM’s Global ServiceNow Offering System for use by 14 IBM IT service teams and customers, encompassing 6 separate systems worldwide.• Spearheaded architecture, design, and operation of ServiceNow and ICD tools, supporting Service Management, implementing improvements based on lessons learned, integrating strategic concepts of ITIL into tactical day-to-day practices, and contributing continuous service enhancement.• Led teams in delivering Level 2 and Level 3 support to 90+ different server instances and 1.6K+ businesses in multiple geographies, including North America, Latin America, Europe, and Asia Pacific regions.• Drove improvements in tool performance and end-user usability through direction of development team composed of developers, testers, tech writers and system administrators, spanning across US, Costa Rica, Argentina, Brazil, England, Poland, and India.• Created new upgrade paths, keeping instances and customers at most current level, and reducing system upgrade time from 9 - 12 months to 4 weeks.• Serviced accounts like Avis, Amtrak, State Street Bank, New Zealand Government, and AIA Bank, delivering prompt issue resolution and boosting customer satisfaction.

• Negotiated special pricing with ServiceNow and supervised all requirements, development, and deployment in building IBM’s Global ServiceNow Offering System for use by 14 IBM IT service teams and customers, encompassing 6 separate systems worldwide.• Spearheaded architecture, design, and operation of ServiceNow and ICD tools, supporting Service Management, implementing improvements based on lessons learned, integrating strategic concepts of ITIL into tactical day-to-day practices, and contributing continuous service enhancement.• Led teams in delivering Level 2 and Level 3 support to 90+ different server instances and 1.6K+ businesses in multiple geographies, including North America, Latin America, Europe, and Asia Pacific regions.• Drove improvements in tool performance and end-user usability through direction of development team composed of developers, testers, tech writers and system administrators, spanning across US, Costa Rica, Argentina, Brazil, England, Poland, and India.• Created new upgrade paths, keeping instances and customers at most current level, and reducing system upgrade time from 9 - 12 months to 4 weeks.• Serviced accounts like Avis, Amtrak, State Street Bank, New Zealand Government, and AIA Bank, delivering prompt issue resolution and boosting customer satisfaction.

• Oversaw transition and deployment of service management tools and process for North American region, including US and Canada.• Supervised team of 15 architects and 20 developers, managing workload and monitoring work pipeline.• Architected processes and tools based on ITIL best practices, defining core process used as starting point at each dedicated account, and played key role in implementing offering improvements based on lessons learned.• Served as development manager for staff of 12, charged with responsibility of overall Tool Architect for dedicated offering.• Led ITIL process transformation for several Fortune 500 companies, including Ally Bank, National Bank Financial Group Canada, Amtrak, Dow Chemical, State Street Bank, and Equifax.• Architected definition and deployment of Service Catalog into Amtrak and British Columbia Government, driving process improvements, delivering services 50% faster, and onboarding new IMAC Technicians in 2 weeks versus 2 months.

• Orchestrated development of several key applications, including requirements, defect, and deployment management. While development predominately followed a waterfall SDLC model, a hybrid between waterfall and agile was defined and followed.• Lead Development and Team Lead for the IBM ITSM tool Enterprise Service Management (ESM) for multiple releases, including, ESM 6.2.2, ESM 6.3.0, ESM 6.3.1, ESM 6.3.2.• Constructed the CCT Gateway tool, leveraged as messaging based ticketing data access system, connecting front end applications to multiple data sources.• Developed Sales Force Automation Software (G2/Field Sales) with Corepoint Technologies (an IBM subsidiary). including a windows based client was converted into a web based system.