Stephen Sturdevant, Pmp Email & Phone Number

Cambridge, Massachusetts, Us

New York, Ny, Us

Hired, led, and developed a large ServiceNow Engineering team to provide internal support, enhancements, and new features for customer facing services, removing the need for reliance on external development work.Implemented ServiceNow to replace failing predecessor system, thus saving on overall cost and improving quality of life for support staff, analysts, and customers. Drove feature identification and prioritization for the ServiceNow Product to innovate and improve analyst and customer experience across all lines of business.Delivered and maintained client facing API and ServiceNow store app to help clients simplify interaction with BlueVoyant, thus raising revenue and customer satisfaction.Developed and Maintained complex security (RBAC) for diverse client and compliance requirements to protect data and mitigate data exposure risk.ServiceNow Modules: CSM, Alert Mgmt, Scripted REST APIs, SecOps, ITSM, ATF, and Custom/Proprietary ApplicationsServiceNow Versions: Quebec to Washington D.C. ServiceNow Integrations: Multiple client specific custom APIs (REST), SalesForce, Virus Total, ThreatQ, Slack

Plano, Texas, Us

Managed Security Service Provider (MSSP) Client – Leading new greenfield investment in ServiceNow to replace Demisto as a core component of services provided to customers, avoiding failure of legacy system and enabling future growth of company and platform investment. Piloted technical team with architecture and design fit for client purpose. ServiceNow Modules: CSM, Alert Mgmt, Scripted REST APIs, and SecOps ServiceNow Versions: Quebec ServiceNow Integrations: Multiple client specific custom APIs (REST) International Electronics Enterprise Client – Improved employee experience through consolidation of HR Knowledge Bases (KBs). Led technical team in reduction from 56 to 6 KBs via script and improved taxonomy. ServiceNow Modules: HRSD, and Knowledge Management ServiceNow Versions: Quebec Power Utility and Research Firm Client – Replaced swivel-chair process to improve user experience for document management with simple integration with OpenText document management system. ServiceNow Modules: Service Catalog ServiceNow Versions: Quebec Manage 6 individuals (technical consultants and technical architects) through staffing assignments, technical enablement, and employment at Acorio. Onboard new employees through orientation, and ramp up to project assignment with billable hours allocation. Assist in career growth and planning for greater individual and collective success.

Rockville, Maryland, Us

Leads consulting and implementation teams for client engagements. Contributor to Bravium Best Practice Engine (BPE) and other store app solutionsEngagement Project Highlights:‣ Legal Compliance custom solution built on CSM‣ Upgrade to Orlando‣ Onboarding of EU, Russia, and Australasia users into global platform with NA users for international client. ‣ Full re-implementation of ServiceNow with ITSM, ITBM, ITOM, GRC, Service Portal, Internationalization, data migration (Built on Madrid)‣ Service Catalog Rebuild & upgrade to Kingston‣ Integrations with ScienceLogic, Instance to Instance,

Redwood City, Ca, Us

‣ Leads forum of managers in continual improvement efforts for the Change Management practice ‣ Works with users on identifying, designing, testing, and implementing enhancements for ServiceNow ‣ Full deployment - migrated from CA Unicenter solution. ITSM, Service Catalog (initially built on Dublin, upgraded to Eureka. ‣ Upgrades: Geneva, Istanbul, and Kingston‣ Integrations with Datadog, Slack, SevOne, AlertOps, PagerDuty, Wisetrack, Hivemind, proprietary apps‣ Custom Applications: Game Availability (2018) Tracked daily title availability for online-enabled video games Education Assistance (2017) HR solution to replace pen and paper tuition reimbursement process Game Release Cycle Management (2017) Centralized workflow for releasing patches and bug fixes of live titles Title Launch Availability (2016) Management reporting app to track the first two-weeks of an online game‣ Analyzes data using Excel and other tools enabling management response to trends ‣ Achieves PCI and SOX compliance annually with no major findings‣ Controls risk and reduces unplanned service interruptions caused by planned work by 3% ‣ Increases new service availability through launch periods from 98% to 99.5% by instituting change freeze windows‣ Manages 2 direct reports – Change Coordinators, responsible for daily Change Management activities

Santa Clara, California, Us

‣ Advances process compliance and participation through expanded use of ServiceNow ‣ Improves cross-process efficiency and Mean Time to Resolution by 20% by creating a Service Management Advisory Board‣ Reduces repeating known issues by implementing formal ITIL-based Problem Management Process‣ Deployed ServiceNow ITSM (Winter 2010 release)Positions Held Prior to Promotion: ‣ Service Management Business Analyst ‣ Project Manager (Contract via Kforce)

Fairfax, Va, Us

‣ Passes SAS70 audits annually with no major findings by training staff on existing ITIL-based processes‣ Increases process compliance from 85% to 99% through continual improvement initiatives

‣ Institutes formal ITIL-based processes and tools to address compliance and audit needs‣ Broadens process awareness and compliance from 55% to 98% through report automation‣ Drives customer satisfaction from 38% to 90% through implementation of a Service Management Advisory Committee‣ Managed Business Objects Enterprise (BOXI) serverPositions Held Prior to Promotion: ‣ IT Change Management Specialist‣ Senior Service Desk Coordinator / Business Unit Analyst /Customer Advocate‣ Tier 2 Service Desk Technician & Level 2 Citrix Support