As a Solution Consultant, I partnered with prospects and customers to understand their unique challenges and proposed effective solutions that helped them achieve their goals. In this trusted advisor role, I articulated fit-for-purpose ServiceNow and Fruition product offerings to technical and non-technical audiences through conversations and product demos. My key responsibilities included:•Interviewing prospective customers to understand their challenges and determining which solutions will enable their transformation goals•Conducting demonstrations of Enterprise Service Management solutions, both standard and tailored to prospects and existing customers, both onsite and remotely•Creation of customer proposals (Statement of Work, Rough-order-of-magnitude, RFx responses) and ensuring continuity for customer from pre-sales to delivery•Providing onsite support at marketing events – User Groups, Conferences, etc.•Leading Knowledge Management for the Solution Consulting organization•Driving social media advocacy and social selling initiatives through the use of LinkedIn and Twitter

As the IT Service Controls Manager, I was the ServiceNow platform owner and was accountable for the creation and continual improvement of all global IT Service Management processes. As the platform owner, I owned the ServiceNow roadmap, assessed customer needs, challenges and opportunities to design fit-for-purpose solutions, and program-managed all implementation projects. Some of my accomplishments in this role included:•Designed, released and led the adoption of a global Change Management process which generated a significant reduction in unplanned service interruptions•Created a ServiceNow-based Knowledge Management process and drove a culture change to a Knowledge Centered Support organization•Led a team that designed a Self-Service Portal containing a refreshed Service Catalog and end-user facing Knowledgebase articles•Managed the global migration of WSP staff onto the existing Parsons Brinckerhoff ServiceNow platform and trained WSP staff on IT Service Management processes•Led the design and implementation of an IT Asset Management program which provided leadership visibility into the entire asset estate and ability to manage lifecycles•Transitioned several employees with no prior experience in Service Management roles into a well performing team•Volunteered as a leader for the local office Professional Growth Network which hosted activities to enable emerging professionals to connect, learn and grow in their careers

•Perform in the roles of Problem Manager, Critical Incident Manager and Configuration Manager for KPMG’s Global Information Technology organization•Ensure KPMG staff and outsourced vendors are in compliance with Service Management processes by conducting regular reporting and measurement•Develop Service Management training materials and regularly conduct knowledge transfer sessions•Provide a consistent point of escalation and arbitration for all functional areas involved in the resolution of a critical incident•Facilitate several weekly Problem Management meetings consisting of internal staff and multiple outsourced suppliers •Continuously strive for ways to improve Service Management processes by conducting regular feedback workshops with IT service owners

•Orchestrate Portfolio Management and Resource Management•Design and develop detailed adoption plans while facilitating impact assessments, global campaigns, member firm toolkits, and training programs•Coordinate with Training Services to ensure that planning and baseline materials are developed to enable Information Technology teams and end-users to receive appropriate training •Enable regional adoption teams to assist member firms with adoption plans and coordinate with internal communications to ensure stakeholders are kept informed

•Manage the business process configuration track for a globally deployed Risk Management application•Revise business process helpdesk documentation for Risk Management applications in preparation for outsourcing•Liaise with Business Analysts and leverage Change Management best practices to understand the impact of requests for change to business critical Risk Management application configurations•Respected team leader who is relied upon for guidance, including the selection of additional consultants

•Responsible for managing the activities of the Change Management process for the ITS Infrastructure organization, including new business planning, the Change Advisory Board (CAB), the production of management information, RFCs, and a change schedule•Performance manager for a Change Administrator•Member of the ITS Infrastructure Process Modernization team focusing on leading changes of culture, approach, systems, and processes•Served as a champion for ITIL implementation, specifically in the area of Change Management, and improving the day-to-day operations of the business through the use of best practice methods and procedures •Coordinated, convened, and facilitated CAB review meetings, recorded decisions made during these meetings and maintained a schedule of approved and tentative system changes

•Performance Manager and IT Service Manager for a 4-person team which deploys and supports the Global Tivoli Access Manager for eBusiness infrastructure•Selected as a member of an ITS-wide project team to design and implement several ITSM processes within KPMG•Lead the infrastructure track of a project to upgrade the Tivoli Directory Server infrastructure to version 6.0•Collaborate with the Enterprise Monitoring group to continuously enhance the monitoring and alerting for the entire TAM and LDAP infrastructure•Managed a series of projects which enhanced the stability and availability of the overall Access Manager service•Implemented the TAM Disaster Recovery infrastructure at the Dallas DR site•Liaise with numerous US and Global ITS infrastructure groups to procure new systems and to troubleshoot issues

•Designed and implemented a new U.S.-wide Release Management process for servers and oversaw the continuous operations and improvement of the process •Managed the deployment of a PatchLink 6.1 infrastructure•Conducted monthly security patch testing and created PatchLink installation packages which were distributed to the administration teams for final deployment•Met with administration teams on a monthly basis to ensure patch compliance and to gather requirements for future process and product enhancements•Designed, deployed and supported a new Symantec AntiVirus 10.0 Managed mode infrastructure•Lead and implemented an initiative to convert from weekly to daily virus definition updates•Assisted with the initial design of the Content Delivery System which is used for distributing and synchronizing software and video to remote KPMG offices•Selected as a member of KPMG’s Virus Emergency Response Team (VERT)

•Contribute drag racing news stories

•Primary writer for the site who developed drag racing focused articles based on interviews and personal experiences•Conducted interviews with NHRA’s biggest stars (John Force, Tony Schumacher, and Alexis DeJoria are some examples)•Captured unique photos and used them within articles on the site•Performed social media updates during NHRA events

•Lead implementation engineer for two Windows 2000 Server migration projects which entailed migrating/upgrading 100+ servers across the country from Windows NT 4.0 to Windows 2000 for the two largest business units within AIG•Created and maintained the standard Windows 2000 Server images which were used for deploying all servers within AIG•Developed and documented installation and migration procedures for Windows 2000 server migrations•Essential team member of the “High Alert Server” project which consisted of migrating 60+ obsolete servers to new Dell servers running Windows NT 4.0•Deployed 80 Windows 2000 servers across the country as part of the Computer Associates Software Delivery/Asset Management project•Installed over 300 Windows 2000/NT 4.0 servers for both AIG business units and external clients who use AIGT to host their servers•Deployed virtual Windows servers on VMware ESX server

•Project Leader for the Barnes & Noble Store Network and the New York corporate office. Supervised a team of 4 Windows NT Systems Engineers•Researched and implemented infrastructure technologies and solutions for the Store Network and the New York corporate office•Provided support and troubleshooting to internal departments as well as engineering and implementation of Windows NT/Windows 2000 High Availability/Fully Redundant environment

•Appointed as the U.S. Team Leader for the global Windows 2000 deployment planning team•Designed and documented the global Windows 2000 Active Directory plans•Implemented the Microsoft Systems Management Server environment

•Collapsed eleven NT 4.0 domains into a Single Domain •Designed and implemented an Exchange 5.5 rollout for 600 users across the country•Composed all of the server hardware and software proposals for an NT/Exchange migration•Major Clients: Summit Bank, Provident Bank, Edwards and Kelcey, Inc.

•Performed NT administration and troubleshooting •Major Clients: BOC Gases, Ernst & Young LLP, ADP, Organon

•Independently installed and maintained a Windows NT network located throughout the U.S.•Made recommendations to management regarding software/hardware implementation and systems integration