Sep 2018 – Apr 2019 · 7 mos

• Research and develop ITIL compliant policies in support of client's ServiceNow deployment.
• Policies include Change, Release, Configuration, Service Level Management, Incident, and Event
• Project completed and deliverables submitted ahead of schedule

Jan 2000 – Present · 26 yrs 3 mos

• Establish IT Capacity, Availability, & Performance Management program
• Identify key performance indicators
• Develop reports for capacity forecasts and OLA compliance
• Define data requirements

Jan 2000 – Present · 26 yrs 3 mos

• Improve deployment success rates through the use of consistent, repeatable methods
• Shorten the duration of implementations
• Reduce resource requirements
• Increase overall capacity to execute more deployments in a fixed window for a multi-client environment
• Initiate process improvements to normalize practices across platforms
• Review implementation plans for accuracy and completeness.
• Coordinate pre-release testing and post-implementation validation.
• Ensure adequate documentation and visibility of releases.
• Manage release and change approvals from registration through final implementation.
• Conduct release planning meetings and maintain release calendars
• Direct software configuration management activities

Jan 2000 – Present · 26 yrs 3 mos

• Create Goals and Mission Statement for Enterprise CMDB
• Identify requirements to support key ITSM processes
• Define CMDB scope and categories
• Design relationship model for Organizational, Service, and Asset Configuration Items
• Prepare blueprint for a Federated CMDB
• Emphasize risk/reward imbalance in discussions with senior management.
• Introduce standardized methods and processes and facilitate compliance
• Negotiate operating agreements with internal customers and senior management
• Perform scheduled audits of CMDB data, identify variances, and produce quarterly and year-end metrics
• Service mapping