Build leading practices, adoption frameworks and governance models to accelerate customer journey to value. Provide real world guidance to customers and partners on: ITAM, SAM, FinOps, HAM, EAM, SaaS management. Be the voice of the customer. Champion the VOC to the rest of product management, sales, and marketingDevelop product strategy by evaluating competitive and market data to develop a point of view on product priorities and capabilities. Drive go to market activities. Evangelize product messaging while capturing customer value storiesCreate and grow partnerships: Explore and support work streams and technology partners providing solutions which solve unique asset management problems for customers.

Collaborate with Sales and Marketing to design, create and promote consulting services and customer offeringsLead the services practices ensuring that the service delivery processes align to the sales cycle to maximize sales effectiveness and ensuring customer desired outcomes are achievedWork with prospects and customers alike to support the sales team in forecasting resources and scheduling to ensure timely delivery of outcomes.Work closely with Sales to evaluate prospective customer needs and develop pre-sales implementation proposals.Maintain a pipeline of upcoming projects and continuously re-forecast resource demands and revenue to help ensure optimal staffing levels to meet demand.Meet regularly with Engagement Managers and customer stakeholders to monitor overall project health including schedule, margin, utilization, and achievement of customer business objectivesWork with cross-functional teams to identify and mitigate areas of risk at both the project and organizational levelsCollaborate with senior leadership to ensure expectations and processes are aligned to ensure project success.Develop, monitor, and drive adherence to best practices (both internally and externally) and contribute to the ongoing refinement of these practices.Monitor customer satisfaction with Professional Services deliverables and champion changes that will continuously improve product offerings.Continually optimize process and resource structures to allow for scalability and expansion across time zones and markets with agility.Work with Finance to track department budget at the client and portfolio level. Manage customers to an appropriate level of profitability.Act as an escalation point for customers and team members to help resolve complex / critical customer situations.Define and deliver reporting to the leadership team and companywide on departmental OKR’s, KPI’s, and project outcomes.

Providing expertise in SACM for global onsite or remote process consultation and/or implementation engagements. Utilizing industry best practices and experience gained from hands on implementations, I have been able to help customers achieve significant savings within the new and existing SACM programs. Provide SACM process consultation and solution development - developing end to end solutions with tool integrationsConduct health checks for existing Asset Management implementationsImplement Asset Lifecycle Management programs on platforms such as ServiceNow that support those programsSoftware Asset Management process improvementsSoftware Asset Management license management including integration's with usage tools such as SCCM and AltirisFacilitation of ServiceNow Service Asset and Configuration Management (SACM) WorkshopsSpecializing in: ServiceNow implementations with current focus being Asset Management and Software Asset Management, Certified ServiceNow Asset Trainer, ServiceNow Certified Implementation Specialist, Certified IAITAM Trainer, ITAM360 Assessments

Developed and implemented processes for the full asset life cycle of hardware assets from acquisition to disposal.Analyzed existing processes, implementing quick win changes, which resulted in a cost avoidance of $800,000utilizing redeployment initiatives in the first six months.Implemented new forms for acquisition processes to support better control of the assets at receiving.Oversaw the asset reconciliation process which culminated in the implementation of the IT asset warehouse.Led the hardware asset management team, including the new warehouse personnel, providing comprehensive goal setting and direction.Conducted training on new processes for cross-functional groups.Partnered with procurement to standardize our service catalog and methods of acquisition.Increased the total footprint of asset information under the asset management team.

Developed training processes for power user groups, which provided feedback to leadership on its effectiveness.Removed non valued added activities through the development and implementation of a support portal.Analyzed repetitive issues for root cause increasing customer satisfaction and reducing support tickets.Leveraged my manufacturing experience to re-energize the relationship with QMS with Lab personnel.Implemented a new VLAN network configuration strategy which increased lab up-time by 75%.Excelled at team leader activities for all QMS interns including on-boarding and yearly evaluations. Coached new employees on company culture and the value of relationship building.Implemented the Technicians Career Ladder which allowed for the hiring of non-bachelor degree-holding individuals into the department, significantly increasing the candidate pool.

Negotiated costs for implementation of a new data collection process as a six-sigma project for the global customer service organization. Saved $15000 in annual costs for department. Reduced downtime with a new data collection process by 75%.Researched, recommended and managed vendor account for fax to email capability within the customer service organization. Capability was rolled out within a year globally to other departments within the organization.Successfully led Six Sigma Green-belt project to revise global data collection activities. New process reduced sampling from 80 hours to 12 hours for each employee, per year.Implemented automated metrics collection and analysis tools. Project stayed within budget and deadline parameters by utilizing on-shore and off-shore contractors. Reduce metrics related activities and analysis by65%.Evaluated global costs allocated to business for customer service activities.Increased the accuracy of the Business-to Business ordering methods by developing SPC charting methods for tracking errors in data transmission in Customer Service. Developed identification methods for root causes of errors.Delivered training for global teams around e-business, metrics, and technology specific processes.

Managed accounts valued at more than $35M, including problem resolution, pricing increases, and material allocation.Sales lead generation that developed into 10MM in sales opportunities.