Capability Lead for Artificial Intelligence for Accenture ServiceNow platformManaged Artificial Intelligence Product Advisory Committee, and Steering CommitteeProduct and Portfolio Manager for Service Now ITSM Implemented Artificial Intelligence Auto Assignment for 8 global service desks (1,000 incidents per day)Managed Artificial Intelligence Product Advisory Committee, and Steering CommitteeLead Development and Data Scientist team to define KPI’s and Metrics for CSILead Virtual Agent Implementations and Road Map sessionsLead Azure DevOps and Change Management AutomationITIL V3 Expert Certification

Lead maturity assessments and defined road maps to achieve desired client state for (ITIL) processesDefined operating models for cloud and non-cloud organizationsRedesigned change management process for enterprise Managed key performance indicator (KPI) program with clients to define success factorsManaged multiple client Migrations to ServiceNow Tools (Incident, Problem, Change, Event, etc.)Identified as service transition and operational readiness SME for service management practiceManaged all operational readiness (High Availability, Database Backup and Restores, and Monitoring) for second largest Retailer over multiple releases. Lead team in defining and implementing Service Introduction processes in preparation for Data Center Migration

Project Manager for Technical Infrastructure and Information Security projects Business Continuity and Disaster Recovery LeadRelease Management Lead for Tax SeasonITSM Process Owner and ServiceNow Admin