• Accomplished Technical Leader with 12+ years of success directing and supporting information technology operations and services, blending technical and business expertise to promote a high-quality IT user experience.
• A history of successful service delivery, using modern service management, the ITIL framework and IT best practices along with strategies to continuously improve the end user experience.
• Keen Change Agent focused on end user experience with the ability to identify inefficiencies, remove roadblocks, and implement modern IT solutions while transforming infrastructure, systems, and applications.
• Collaborate with business partners to deliver new program initiatives, drive the achievement of deadlines while improving processes, managing risks, and introducing results-driven policies and procedures to meet key business objectives.
• ITSM champion with several years of experience in owning and implementing ServiceNow platforms and instances. As for CMDB architecture, I am well versed in dissecting and mapping assets to their relational dependencies to create a solid linkage of defined configuration items (CIs). My CMDB experience also includes creating structured CMDB design, workflows, processes and documentation of asset management in an IT environment.

Areas of Expertise

• Service Now Implementation
• Software & Hardware
• Technology Policies & Procedures
• Project Management
• Vendor Management
• Risk Mitigation & Problem Solving
• IT Transformation
• Budgeting/Forecasting
• Collaboration Tools
• BMC Remedy
• Onboarding/Offboarding
• Unified Communications
• IT Service Management (ITSM)
• Vendor Contracts & SLAs
• Cloud Platform Management

Career Highlights

• As business owner created strategic roadmaps and led high level projects for tech stacks as the technical advisor for hardware, software, security tools, networking, engineering, and cloud services.
• Spearheaded the first cloud-based solution and OKTA system integration, introducing a $1M mobile interface cloud-based telephony system with up to $300K in annual cost savings.
• Experience with Microsoft Windows, Linux, Office 365, Azure, and Oracle devices, software and applications.
• Boosted operational readiness with 24-hour uptime, network hardware replacements, managing administration and upgrading functions to cut system interruptions.
• Engineered and implemented a virtual support model for remote connectivity including modernized voice functionality for over 20,000 Alliance Data associates.
• Enhanced PC Hardware, Security Tools, and Software by implementing standard models, modern software and deploying cutting edge security tools for over 5,000 devices.
• Introduced unified modern cloud-based conference room collaboration tools and scheduling system.