Leading Professional Services for ServiceNow Technology, Customer, and Employee COEs.

Own P&L of the ServiceNow Technology practice with bookings averaging greater than 30% growth. Largest practice in company with 8 Product Line Achievements awarded. Lead and grow the Technology practice and accountable for practice revenue, customer satisfaction, and profitability. Own crew management (utilization, hiring, career development, eNPS).Achieving key KPI's of bookings to plan, pipeline creation, recruit to plan, and talent development.Partnering cross-functionally to design, build, and execute the Gen AI Pro + growth strategy across all Technology product workflows in North America.Establishing and driving delivery best practices across the practice including customer success stories, demand gen activities through customer workshops, repeatable sales plays, enablement, and partner success strategies.Created and mobilized practice learning & talent enablement plans, along with new hire 90 day onboarding program for all practices.Accountable for the ServiceNow Partner Enablement and solutions strategy for the company aligned to 3Cs for Consulting & implementation where my plan brought our company to Elite status ahead of ServiceNow deadline well before 1 year extension date.Built out Raving Fan Framework and Partner Success Strategy focused on Customer Success, maintaining Elite status, CSAT participation, and PLAs across company.Led a global organization consisting of 200+ lead consultants, establishing practice capability leadership program, automated lessons learned survey, scorecards, and success model.

Leading a global organization consisting of 200+ talented engineers and architects developing extraordinary digital experiences and products for all enterprises (including top 100 companies) on the ServiceNow platform.Crew Driven Culture of Excellence- Created our company E3 - Engage Elite Excellence Framework consisting of 5 strategies to leading and cultivating a Global community of experts.Drive your career experience- Created and implemented our career and competency skills matrix tool for job leveling with 32 competencies and self assessments. Created Qualities,Behaviors, and Checked In Crew approach with assets.

Leading a team of talented engineers developing extraordinary digital experiences and products for enterprises and top 100 companies on the ServiceNow platform. Created Service Portal UI-UX Experience practice training program standardizing turn-key stories and cross training approach. Accountable for ServiceNow talent growth, quality of delivery, and CSAT.

*Career Highlight: International Service Desk implementation combined with ServiceNow integration development within 90 days. Averaged $100k savings/quarter from previous year quarter. ServiceNow ITSM full suite implementation, digitized 50+ business and IT services, designed and lead IT Change Mgt., Lead a global Service Desk MSP, and deployed our Service Portal with 38% company usage in 1st month w/ grassroots marketing. Designed & implemented HR On/Off-Boarding integration w/ custom HR Role Based Matrix and over 75 business apps w/ account provisioning process.Planning and execution for transformation and operational improvement initiatives, including leading and creating these initiatives. Established and managing a successful ITSM Operational Excellence, IT Learning, and Continual Service Improvement ServiceNow program strategy that contributes to the growth of our company.Managing Vendor and MSP contracts analyzing performance and presenting recommendations for improvements and/or modifications.Defines, designs, and leads service automation and application development projects which champion self-service and transformation initiatives. As well as, strategizing SAP BI Analytics development projects transforming the way our business teams report critical metrics and measure success.Responsible for enforcing policy for the delivery of our IT Change Management governance process, and the lifecycle of Incident, Request, Problem, and Knowledge Management.Identifies and achieves operational targets for the IT Change Management Process. Chairs the Change Advisory Board (CAB), and KB Review & Approval. Performs various audits and documents results for ServiceNow operations.

Implemented ServiceNow as Herc Rental’s IT Service Management solution, where I designed solutions that Digitized BUSINESS workflows & Automated IT services providing the following to Herc Rentals: • Branch Listing & Location Hierarchy w/ analytics published daily • 18,000 tasks per year are completed automatically • HR On/Off-Boarding integration with HR Role Based Matrix • New hire birthright access with account setup automation • Password Reset enrollment automation with SMS/email verification • 500 self-service password resets per month • Over 80,000 approvals processed per year • Over 18,000 request for services submitted each year • 40 active Self-Service Request Forms• Contractor Account Management On/Off-boarding

*Career Highlight: Built and Architected the SAP Business Intelligence Servers and reporting platform for the Sports Analytics features for the Charlotte Hornets, partnering with SAP as one of the first consultants to lead this area in SAP BusinessObjects Dashboard & Reporting. Designed and implemented SAP BusinessObjects for Port of San Diego and MTS.Basis and BI4 project design, architecture, implementation, administration, and support.

Work as a system engineer within the BASIS Module. Complete system upgrades, refreshes, and system outage coordination’s (i.e. Windows patching & snapshots), while maintaining a high work efficiency as 24/7 on-call production support.-SAP BI4 upgrade, configuration, & administration, including research, project plan creation/presentation, & fact finding documentation. Performance scaling and sizing for VMWare & processing services stability tuning. Primary support to analysts & developers.-GRC Access Controls 5.3 Upgrade and Configuration of SUPM & Risk Analysis & Remediation-Implemented new automated BATCH Job request process which -includes automated form review and submits, the Service Desk & creation of Knowledge Articles. Coach and ramp-up the service desk to support SAP job Monitoring 24/7-Maintain and Administer 15+ BOE Apps w/ experience in BusinessObjects Enterprise, TOMCAT, Xcelcius, SAP Integration Kit, Client Tools, and Crystal Reports 2008-SAP Portal and webservice management.

*Career Highlight: Designed and Lead the SAP MAP and Allocation BI Security implementation as an SAP Lighthouse customer. This was a first ”best in class” secure design strategy that was later modeled after by SAP consulting firms.Contributed to the long term system strategy and meets the company’s strategic business objectives. management and support of our 20+ SAP environments, including, but not limited to:Security Architect for BI NW04s and ECC 6.0, leading the new SAP MAP Security concept. SAP System Monitoring (Logs, traces, locks, users, processes etc). Kernel Upgrades and Kernel Patch management. Transport Management . SAP Netweaver Portal Developer

*Career Highlight: Lead the SAP Security initiatives during our Divestiture of the Fine Paper business. Lead the SAP BI Security migration to new security concept with invitation to present at SAP TechEd as a lighthouse customer.Lead implementation and support of SAP application systems (18,000 users) while focusing on security related activities. Implemented Weyerhaeuser's SAP security design. Operate procedures to audit the security structure and the assignment of security attributes to users. Implementation Lead for BI 7.0/nw04s project working closely with the BI team. Maintain and lead SAP Security related policies and procedures in compliance with Sarbanes Oxley initiatives. Experience in Frontend user interface implementations. SAP GUI patch updates/version management. 24/7 oncall rotation.

Corporate IT - Assist in developing & maintains project schedule and task management initiatives. Configured & supported integration with third party SAP systems and software (transport manager & SOD tool). Worked closely with Auditors to ensure SOX compliancy. Monitor batch jobs. Experience in administering an SAP BW system and monitor its performance. 24/7 ONCALL ROTATION. Projects include: VIRSA, SOX 404 Compliance, Risk Assessments, and SAP implementations to ECC 5.0• Data extraction and analysis projects for SAP Query. Execute IT audits in a team environment for Official Auditors.

SAP BASIS / Security Analyst (R3/4.6C) - Backup to Systems Support Administrator (MS SQL DB / Windows NT OS platform)- Resolve Basis issues regarding the SAP software for three government agencies (approx. 3000 personnel). -Download & apply SAP system patches, BSI Tax Factory updates & upgrades, perform system audits/transports, and monitor SAP performance & jobs. -Analyze SAP GUI issues and RFC connections. -Administer CCMS (Self Monitoring) and STMS (Transport Management) service. -Communicate with SAP Support and apply necessary SAP Notes to Systems. -Analyze ABAP Dumps, Daily Transaction Logs, and Table Space. -Monitor SAP Server performance.

3 SAP ImplementationsSubject Matter Expert for SAP HR software & SAP ABAP Programmers. -Expert in the following Modules: Time Management, Organization Management, Pers. Administration, Pers. Development, Reporting, & HR Configuration. -Create reports with SAP Query/AD HOC query, & document Business Processes within the SAP Human Resource Module. SAP HR design & configuration to support new procedures; provide subject matter expertise; develop high quality research, detailed process design & testing documentation; resolve business issues; Administer end-user training. Assist in the preparation & execution of system testing & problem resolution.

Internet Architect - Maintaining agency website and Public Records online as Webmaster - Work with customers to create web pages with Dreamweaver and Frontpage. -Create online forms with Adobe & Microsoft Word. Create & arrange images using Fireworks MX, Microsoft Paint, and Adobe Illustrator. -Frontpage, PL/B, WRQ Verastream, .ASP, JavaScript, SQL, Linux, Access, Visual Basic .Net, PL/B, XML. -Certificates: Coldfusion 5.0, Dreamweaver, Flash 5.0, Fireworks, Intro to VB.NET

Juvenile Court Records Security Administrator – Granting & Monitoring Juvenile records access to County/State officials–VMS Operating System. Verified and reviewed active users in this system to enusure security to sensitive data.