I am a 20-year veteran of U.S. Navy with a reputation for dedication, reliability, and attention to detail. While in the U.S. Navy I was a first level manager supervising and mentoring a team as large as 25 personnel. I was responsible for assigning daily work tasks and ensuring that the work completed, met the highest standards. Since leaving the military I have performed in a variety of roles for various companies. I am currently a Senior ITSM Consultant for a division of one of the largest Insurance companies in the country. I am responsible for ensuring that our IT department performs within corporate standards and remains in compliance with all corporate Service Level Agreements (SLA). My organization currently users the ServiceNow platform for its ticket tracking, ITSM processes and customer needs. I am the companies ServiceNow SME handling all issues regarding ServiceNow. As the ITSM Coordinator I ensure that the teams perform up to corporate standards I provide monthly and quarterly reports to senior management that shows historical data. Based on this data I identify key areas for potential improvements to our processes that will enhance the customer experience. To assist the delivery managers to determine how their teams are performing I created and maintained 10 ServiceNow dashboards that provided real time data. This allows them to identify which support members of their team’s needed assistance and to make corrections to their performance immediately. I am also responsible for coordinating with the delivery managers to set their teams agreed upon request response times. On a monthly basis I provided the senior leadership a Monthly Operational Report with graphs and historical data that show how all the IT support teams are performing over time and suggest ways to improve on the process that are being used to improve the customer experience. Prior to my current position I worked for three years as an Incident Manager for a Global Financial institution. I utilized the ServiceNow platform to create incident tickets and track the repair steps need to correct network issues. I continuously updated the incident tickets keeping the senior leadership aware of the status or the repairs. There were times when these repairs impacted the worldwide operation and were financially impacted into the billions of dollars.