Manage ServiceNow Implementation projects assisting clients in a variety of industries including IT, Financial, Medical, Education, as well as Local, State, and Federal Government.Oversee project scheduling, scope, budget, and resources for successful implementations. Guide Agile development teams comprised of Technical Consultants, Solution Architects, Business Process Consultants, Subject Matter Experts, Business Analysts, and specialized skill sets to achieve implementation goals.Foster reliable and helpful client relationships focusing on information sharing, experienced recommendations, education, risk management, issue resolution, and exploring the “art of the possible” resulting in service that eases concerns and increases satisfaction with implementation delivery.Build team skills and encourage positive collaboration between remotely located co-workers creating a cohesive and fun team environment.

Lead and Mentor the Engagement Manager team by serving as the first line of contact for Pharicode EM/PMs to escalate issues/resolve issues. - Sales to Delivery Process- ServiceNow Project Portfolio Management (PPM) Instance Adoption – Continual Improvement- EM/PM Best Business Practices (Project Management, Agile)- Support Pharicode process improvement initiatives as identified and neededWork closely with Project Teams to foster teamwork and ensure project success focusing on maintaining good relationships with all clients. Support organization maturity efforts by working with Engagement Managers, Service Delivery Directors, Service Delivery Managers, Solutions Architects, Business Process Consultants and Technical Consultants in creative analytical problem-solving manner to foster teamwork. Identify areas of process/platform improvement and recommend solutions to gain process efficiencies and collaborate with EMs to standardize project management processes and documentation. Manage multiple projects or initiatives either as oversight or directly as EM. Invest and maintain expertise in ServiceNow products, processes, best practice, capabilities, and features. Maintain communications with company Leadership (VP level and higher).Enterprise Responsibilities- Mentor Staff- Support Staffing/Resourcing- Monitor staff utilization- Conduct EM Assessments/Reviews and provide input to staff reviews as applicable- Provide Career and Skill advisement- Provide certification guidance- Best Practices Documentation- Product Strategy and Growth- On demand support- PTO and Travel Approval

Plan, lead, guide, and direct ServiceNow implementation projects for various Government organizations. Manage schedule, risks, resources, and delivery within specified period of performance and funding requirements.

Maintain overall program schedule for Convergence program performed by Team IBM Train and provide support for backup Scheduler Support program Risk Management to include team training, risk register administration, and customer reportingIdentify scheduling gaps, optimization opportunities, and task dependencies incorporating Agile development and administration methodologySupport Project Manager and Deputy Project Manager in planning, reporting, and executing project planCoordinate LOGSA schedule with overarching AESIP schedule maintaining report consistency and dependency trackingFacilitate Agile Coordinator/Project Lead communication including ongoing schedule updates and reportingPerform what-if analysis to determine decision impact on program schedule delivery

Achievements• Led team for full implementation of ServiceNow ITSM system• Developed initial policy and procedures for APCE program• Developed training curriculum for APCE program• Established relationship with NETCOM/ECOSC client• Implemented Business Relationship Management policy and proceduresResponsibilities• Facilitate strategic planning efforts for all services• Facilitate communication of work progress between project management, department managers, executive leadership, clients and customers• Oversee CMDB data for APCE hardware, software, and applications• Maintain APCE software application scope • Serve on the Change Advisory Board for acceptance of technology changes • Identify communication challenges and enable steps to resolve breakdowns• Implement ITILv.3 standard ITSM policies, procedures, systems, and training• Facilitate all business-related customer communications • Manage Service Delivery team comprised of Business Relationship Managers, ServiceNow System Administrators, and Team Leads.• Develop Service Delivery team schedules and manage multiple simultaneous projects in accordance to PMI standards

Instructor for Project Management courses including:• MG302 – Information Systems Management• MG353 – Project Management• MG413 – Communications, Management, Leadership• MG430 – Project Management Practicum

• Serve as the “face of Bay” for Huntsville staff• Assist Bay Systems employees with HR inquiries and processes• Coordinate company related activities and events for Huntsville employees• Assist in onboarding and off boarding of staff• Facilitate annual reviews of Bay Systems’ EAST2 employees• Schedule briefings with corporate and coordinate monthly reports• Manage personnel issues • Retention of personnel and assisting with new candidate selection and hiring• Participate in Business Development activities

Achievements• Implementation of leadership communication process for capacity management • Design and implementation of work management system audit processes • Refinement of work tracking processes to enable reliable planning for 3-6 month look ahead using Rally (CA Technologies) work management system• Established requirements to upgrade the custom designed Cross Organizational Outlook (COOL) planning toolResponsibilities• Track and report contract capacity for 357 human resources• Facilitate strategic planning efforts for all products• Manage demand versus capacity of all contract resources to ensure balanced efficiency• Analyze resource consumption and identify constraints and future deficits for proactive resolution and planning – escalate to NASA leadership when appropriate• Monitor data from work management system to identify opportunities for improved efficiency• Facilitate communication of work progress between project management, department managers, executive leadership, and customers• Maintain CMDB data for MSFC software applications served by the EAST2 contract• Maintain MSFC software application scope for EAST2 contract• Serve on the Change Advisory Board for acceptance of technology changes • Identify communication challenges and enable steps to resolve breakdowns

Supporting the Marshall Space Flight Center through the MITS and EAST2 contracts. Functional Manager of 25 software engineers, system analysts, customer service representatives, testers, and quality assurance coordinators. Oversee development of application utilizing Java, Oracle, PHP, CSS, JavaScript, MySQL, SQL, and ColdFusion. Ensure development follows standard Software Development Life Cycle and meets ITIL and CMMI standards.Perform continuous process improvement to optimize productivity and meet budgetary constraints. Project Management of CMMS conversion implementing IBM Maximo.Manage quality assurance for software development including software testing, configuration management, change management, information assurance, and service management.On-site (RSA) project lead for EAST2 contract Bay Systems employees. Responsible for team of 22 Software Developers, System Administrators, and Project Managers.

Planning, coordination, execution, management, and implementation of application development projects for the US Army Logistics Support Agency (LOGSA) utilizing Oracle WebCenter, Access Management, Identity Management, Universal Directory, and HTTP Server products. Utilizing experience in application administration, user provisioning, authentication, authorization, and data mapping. Management involves separate project and administrative teams. Introduction of Agile methodology into project management and software development processes.

Planning, coordination, execution, management, and implementation of application development projects for the US Army Logistics Support Agency (LOGSA) utilizing Oracle WebCenter, Access Management, Identity Management, Universal Directory, and HTTP Server products. Utilizing experience in application administration, user provisioning, authentication, authorization, and data mapping. Management involves separate project and administrative teams.

Achievements:Successful implementation of user security matrix for new core systemConversion of Statements from old core system to new core systemResponsibilities:Core System User Access and SecurityMaintenance and Troubleshooting of Core SystemBack Office Support for users of Core SystemWork with 3rd party vendor to convert account statement printing

Achievements:Successful implementation of several advanced systemsCompleted Project Management Certification programPrime contact for all Lending related system and process informationResponsibilities:Core System Conversion, Lending Team LeadSystem Administration of Lending FunctionsAnalysis of Lending Production for departments and branchesFront Office Support for Lending related systems and processesTeam Lead on new Lending ProjectsManage teams and resources to complete lending projectsResearch and DevelopmentCompany Liaison with lending service vendors (Equifax, TSYS, Harland, etc.)

Achievements:Organized Annual Branch Manager's Retreat ConferenceStreamlined Reporting and Incentive ProcessesResponsibilities:Research and Development for new Front Office systems and processesComplete all Division Reports for Branch Productivity and ManagementAdminister newly implemented Disaster Recovery DatabaseProvide full operational support for 5 Assistant Vice PresidentsCompany Liaison for branch equipment