Sep 2025 – Present · 8 mos · Columbus, Ohio, United States · Remote

Sep 2025 – Present · 8 mos · United States · Remote

• Lead the ServiceNow practice at Four Dragons, focusing on team delivery and customer success.
• Drive high-value sales initiatives to foster growth and expand market presence.
• Instill value in customer implementations, ensuring alignment with business objectives.

Apr 2023 – Aug 2025 · 2 yrs 4 mos · United States · Remote

Jan 2022 – Apr 2023 · 1 yr 3 mos · Ohio, United States

Feb 2021 – Jan 2022 · 11 mos · Ohio, United States

Aug 2018 – Jan 2021 · 2 yrs 5 mos · Columbus, Ohio Metropolitan Area

Mar 2018 – Aug 2018 · 5 mos · Columbus, Ohio

Jan 2017 – Mar 2018 · 1 yr 2 mos · Dublin, Ohio

Mar 2016 – Jan 2017 · 10 mos · Dublin, Ohio

• As a consultant, bringing together various IT technologies and methodologies. Bridging the gap between the client and development/infrastructure teams with a high level of customer service, knowledge, skills in software development, and IT infrastructures. Enhanced communications and increases efficiency between departments by establishing processes that follow ITIL best practices.
• ► Coordinated with clients and team members for project planning, scope, and task break downs. Assisted in assessing current environment and recommended solutions to improve process. Assessment included project requirements, hours estimate, kickoffs, and engagement. Post kickoff included implementation, project management, development, testing, workshops, and documentation.
• ► Created ServiceNow Sales Application which streamlined our internal sales process, reported on leads and relations to potentials opportunities within current opportunities, and created a document repository for our sales department.
• ► Lead several state agency projects, which included the State of Ohio data center ITOM project. Technical Lead for Discovery, Service Mapping, Orchestration, and Event Management. One of our biggest ITOM projects that consisted of over 7,000 data center assets and over 100 business services.
• ► Creative innovative solutions leveraging ServiceNow ITOM suit
• ► Reviewed customer’s infrastructure and business architecture
• ► Responded to customer questions relating to ServiceNow ITOM
• ► Collaborated with Product Management and Development team members to enhance ServiceNow products with new capabilities that address customer needs

Sep 2015 – Mar 2016 · 6 mos · Lockbourne, Ohio

• As Tech Support Engineer, oversee day-to-day IT operations by resolving desktop, laptop, server, and device/equipment user issues within technology environment based upon Microsoft platforms, running on Lenovo equipment, x64 architecture, Windows server, Ubuntu, and Linux operating systems, with class A subnet networks, managed Juniper Gigabit LAN switches, and virtual LANs.
• Accountabilities include oversight of 24/7 internal data center comprised of 100+ servers and 1000 client devices, networking switches, UPS units, firewalls, and cables. Lead software development of a new internal supply replenishment web application, using PHP, MySQL, HTML, CSS, and AngularJS. This application reduced the time it took for associates to get supplies to the line and produced real time view of supply usage. While using the same technologies, created an internal IT inventory web application to track assets, notify team of low inventory, and organize inventory so that the team and easily see what is available to consume.
• ACHIEVEMENTS
• ► Created internal application that reduced downtime by an average of 5% and allowed leadership to see where supply was needed and the demand. Associates could prioritize and organize replenishment of those supplies. Reports generated to create a snapshot of how long it took to complete tasks.
• ► Documented and organized all networking infrastructure by moving devices and networking equipment to the correct subnet. This included several automation devices (generators, PLC devices, and monitoring severs).

Jul 2014 – Sep 2015 · 1 yr 2 mos · Columbus, Ohio

• As internal technology manager, oversee day-to-day IT operations by resolving desktop, laptop, server, and device/equipment user issues within technology environment based upon Microsoft platforms, running on Hewlett Packard equipment, x64 architecture, Windows server, Ubuntu, and Linux operating systems, with class B subnet networks, managed HP Gigabit LAN switches, and virtual LANs.
• Accountabilities include oversight of 24/7 internal data center comprised of 25 servers, networking switches, UPS units, firewalls, and cables. Engaged in new print/copier fleet and PRTG network monitoring activities, developed and participated in Windows deployment services, which reduced computer imaging time by 46 hours and improved ability to deploy multiple units simultaneously.
• ACHIEVEMENTS
• ► Reduced employer’s annual operating cost by $50,000, by assuming additional IT responsibilities from external third party vendor. Included serving as network/computer administrator responsible for oversight of computer imaging, user management, policies, and user interaction activities.
• ► Cut company expenses by $15,000 annually, by negotiating reductions in maintenance costs and device pricing with new fleet print contract, to accommodate document overuse of printing supplies and devices. Combined devices close in proximity to eliminate maintenance charges, implementing print fleet monitoring software allowing ability to track supply consumption and notify team of unusual activity.
• ► Boosted productivity while lowering turnaround time for user issue resolutions, by helping implement new helpdesk ticketing system, which categorized issues based upon priority and assigned issues to qualified technicians.
• ► Lowered backlog of feedback tickets and enhanced user visibility of system, by creating company policy requiring users to respond with feedback on timeliness and quality of issue resolution experience.

May 2014 – Jul 2014 · 2 mos · Columbus, Ohio

• Accountable for Columbus office data center, ensure smooth operation of all electronic equipment, also providing support to other external company locations.
• ► Supply user management, end user, device deployment, and data center management support, providing physical security to internal end user clientele, utilizing primarily Microsoft platforms and software running on HP equipment and x64 architecture.
• ► Perform server administration, setup and configuration duties and related information services activities, with secondary tasks of installing and setting up telecommunications technologies.
• ► Build scripts for automation controls, formulating internal applications using .NET and Java frameworks.
• ► Maintain operation of data center, ensuring servers are consistently deployed properly, overseeing provision of appropriate temperature for server room, and providing general maintenance for all data center equipment.

Jan 2013 – May 2014 · 1 yr 4 mos · Columbus, Ohio

• Directed Columbus helpdesk operation, supervising 30 associates and four additional teams comprising total of 75 employees utilizing Verizon inContact call management platform to manage inbound and outbound calls.
• On daily basis, assigned helpdesk tickets based on priority and technician skill, coaching helpdesk technicians, and overseeing quality control and policy enforcement functions. Drafted and integrated new policies improved helpdesk performance and quality of calls. Day to day activities included managing payroll, conducting performance evaluations and quality control reviews, overseeing call queue, evaluating ticket resolution process, and training new hires.
• Conducted weekly global leadership meeting, facilitating ability of teams to work together to resolve variety of issues and develop resolution strategies. Acted in human resource capacity to hire new technicians, leadership, and managers. Addressed such key employee issues as leave, time and attendance, and quality and performance goals, encouraging staff to accomplish #1 career goal.
• ► Provided management with business intelligence data used to predict call flow and staffing needs, by regularly writing SQL-coded applications in Access database.
• ► Enhanced employee performance and promotion rate while reducing turnover, by evaluating teams, creating team member goals, and devising business intelligence dashboards illustrating team progress and trends.
• ► Improved helpdesk customer service, effectiveness of responses and resolution times, by introducing new tiered helpdesk system which placed staff in tiers based upon performance and skill level. Actions systematically cut times to resolve difficult issues by routing tickets only to qualified technicians, giving all employees incentives to improve performances by pay increases, and boosting frequency with which met SLA contract terms.

Nov 2010 – Dec 2012 · 2 yrs 1 mo · Columbus, Ohio

• Resolved advanced troubleshooting issues, connectivity problems to external servers, and configuration issues with new device and user setups. Performed advanced device configurations and supplied advanced end-user support, specializing in rectifying issues with such mobile devices as tablet computers, iPhone, and Android-based devices.
• Addressed and resolved helpdesk trouble tickets, working with end user to ensure devices were configured correctly and performed within optimal range for everyday use.
• ► Accomplished 90% increase in efficiency, after formulating new, streamlined tier two processes reducing amount of redundant tasks. Used automation software to parse data from systems and import data into external websites for processing and analysis, which yielded overall reduction in workload.
• ► Played key role in integration of Salesfoce and Verizon inContact call management software, assisting in software testing and deployment as well as training of end users. Also transposed documentation to ensure policies remained updated, creating new policy and procedure sets based on system changes.
• ► Maintained tier two documentation and procedures, routinely reviewing and evaluating existing policies and procedure to ensure compliance with current practices. Tested and drafted new procedures and policies to support new ticketing system and call management platform.