Director of Service Delivery

• Oct 2022 - Present

ServiceNow Delivery Manager - ITSM

• Sep 2021 - Oct 2022

• Advisor to internal and external customers on recommended solutions, additional technologies, best practices, and the engagement of additional departments (IT, Security, HR, Finance, PMO, etc.).• Identify new opportunities within current accounts and guide each client to realize their Enterprise Transformation goals. • Assist with composing and delivering sales presentations and meeting follow-up materials covering Contender Solutions and partner software solutions to prospective customer audiences.• Invest time in getting to know the individual members of my team though conversations about their strengths and career aspirations as well as coaching and helping each individual member be successful in their work. • Work with my practice group, as a team, to identify and implement specific projects intended to increase the group’s overall morale, enhance the visibility of the group in the competitive ITSM arena, improve the service and value delivered to clients, and work towards developing a dominant position within the ITSM market. • Measure and evaluate the success the team through detailed reporting.• Partner closely with the Executive Leadership team, Sales, Project Management, and Delivery to assure internal and external customers fully understand the ITSM Practice area including new technologies, new releases, and additional capabilities to be offered.• Establish clear processes and tools for the ITSM Practice to ensure consistency, scalability, and optimization when building out SOWs, proposals, scoping, demos, workshops, and delivery. • Create and maintain client engagement, corporate strategy, and deployment documentation• Oversee ITSM Practice implementations, ensuring ServiceNow best practices. • Maintain awareness of emerging trends and related to the ITSM Practice area.• Perform limited billable duties as a Solution Architect for key ITSM, FSM and CSM projects. Show less

ServiceNow Solution Architect

• Mar 2019 - Sep 2021

▪ Assist the Pre-Sales team with scoping service engagements typically involving multiple ServiceNow products and complex integrations with client applications/systems ▪ Serve as primary technical point-of-contact for projects and as the face of the development team to the customer ▪ Define, at an architectural and design level of detail, technical solutions aligned with our client’s business problems and ServiceNow Implementation Best Practices ▪ Understand customer requirements, translate to solutions, and communicate to clients ▪ Write/estimate Stories, monitor Developer’s work, and own overall quality and delivery of development; may perform a portion of development on Stories that cannot be delegated ▪ Responsible for Sprint demos and delivery of additional development artifacts, documentation, and knowledge transfer activities if purchased by the client ▪ Work collaboratively with Engagement Manager to monitor for scope creep and resolve critical path technical issues and challenges ▪ Help mentor Developers and Technical Consultants in relation to technical design standards and implementation of best practices ▪ Maintain proficient knowledge of the ServiceNow platform and products via webinars, case study, training, and all other resources available ▪ Perform research into technology partner or other vendor solutions in context of client requirements for integration Show less

ServiceNow Technical Consultant & Implementation Specialist at the City of Austin

• Sep 2017 - Mar 2019

• Contract Design, Development and Negotiation • ITSM and Organizational Gap Analysis • Solution Design, Process and Requirements Gathering • Project Management • Executive Communication • Platform Design, Build Lifecycle Management • QA & UAT Testing and Go-Live Planning and Managment • Contract Design, Development and Negotiation • ITSM and Organizational Gap Analysis • Solution Design, Process and Requirements Gathering • Project Management • Executive Communication • Platform Design, Build Lifecycle Management • QA & UAT Testing and Go-Live Planning and Managment

Principal Knowledge Mgmt Specialist - Senior Release Manager

• Mar 2014 - Aug 2017

• Create and drive the strategic and operational plan for Knowledge Management in IT • Lead the transformation of Symantec’s Knowledge Management process using ServiceNow • Design and Implement effort required for the corporate split of Veritas from Symantec • Design and implement an integrated, closed-loop knowledge-sharing process that works squarely in the ITSM workflow in ServiceNow (You’ll want to ask me a bout this!) • Architect of a scaleable knowledge sharing framework that facilitates the easy capture of tacit knowledge into explicit knowledge • Architect of a solution for Symantec IT’s formal and static content leveraging ServiceNow’s Managed Document’s application • Build a culture of knowledge sharing through knowledge sharing processes, tools and awareness • Work with Knowledge Management and Tools Leadership to establish new processes and programs to capture implicit knowledge and facilitate the leveraging of knowledge moving forward • Improve new hire time to proficiency using Knowledge Management • Lead Knowledge Management stakeholder meetings to continuously gather and drive the implementation of new requirements and continuous improvement of the process. • Prepare recurring operational reports for executive review Show less

Knowledge Management - Delivery Management Sr. Advisor

• Sep 2009 - Feb 2014

• Set strategic and operational KM Direction and Scope• Design and execute an enterprise-wide strategy to leverage knowledge-sharing across the organization in support of associates getting work done in serving Dell’s customers across the globe• Focus on the explicit and formal management of knowledge in ongoing operations • Create value from knowledge, experience and insight held not only by our employees, but also by our clients.• Teacher/Consultant on enabling the Social Enterprise, Portal deployment, taxonomy, knowledge sharing networks, social collaboration strategy, knowledge management implementation, continuous improvement through knowledge sharing and establishing communities of practice (CoP)• Lead Dell’s Global and cross-organizational Knowledge Governance team in their goals of establishing a knowledge and learning centric culture.• Improving Business KPI’s through Knowledge Management • Improving capacity and capability through Organizational Learning • Harnessing Intellectual Capital using knowledge sharing• Designer and Architect for internal solutions leveraging enterprise social media, collaboration, knowledge management and knowledge base.• Be a growth catalyst for Dell's Global Knowledge Management technology, process and culture strategy by gaining sponsorship from Dell's executive leadership team. Show less

Training Project Manager

• Jul 2008 - Sep 2009

• Manage new training projects from the initial request to implementation analysis.• Identify training requirements for new services offerings• Evaluate and select training development vendors• Secure funding for all new training projects• Manage rate negotiations, contracts and vendor performance• Ensure training deliverables were made available in the Dell Learning Management System

Global Services Process Engineer

• Aug 2007 - Jul 2008

Redesign and deliver Dell’s future Global End to End processes for Knowledge Management and CRM using ITIL v3 guidelines• Guide the activities project stakeholders toward desired results and drive consensus and team ownership of decisions• Provide expert consulting to project stakeholders in Knowledge Centered Support practices and FMO processes• Perform SIPOC + Reporting and Measures analysis to ensure fully comprehensive process delivery• Use Nimbus and Visio for process flow documentation and ATG Wisdom to deliver detailed work instructions to end-users Show less

EMEA Enterprise Technical Support Manager

• Apr 2006 - Aug 2007

• Daily management of operations and up to 20 employees in a hybrid contact + call centre support model• Telecom switch and IVR programming for Dell’s EMEA Enterprise Expert Centre• Daily data analysis using advanced MS Excel features• Project leader for various department initiatives

Project Manager

• Jan 2005 - Apr 2006

• IT and Applications Project Manager for multiple international projects using phase management approaches.• Advanced application of Excel Pivot Tables & Telecom switch programming.• Performed as LA Enterprise stakeholder rep for: Oracle CRM project, OMNI Dev team, Telecom, Dellserv PDMs & Global CCO • Provide weekly project status updates to Sr. Management and peer organizations• Strong knowledge of Latin America Services Operations to ensure successful and effective project implementations Show less

CSD Manager I

• Feb 2002 - Jan 2005

• Daily team management of up to 24 support agents• Implemented operational foundation for the team: PnP website, Metrics Tool, Call Auditing, Training, Queue Programming• Launched 7x24 Enterprise support in Latin America• Led the launch of Latin America Bronze support in Panama. • Implemented a new support model to increase Service Levels & Time to Resolve producing best of breed Customer Sat metrics• Managed daily operations: Reporting, Hiring, On-boarding, Services Readiness, Training & Telecom• Represented Latin America support services in Global Strategic meetings (ETF, Bonus CE Metrics, Services Readiness, etc…)• Maintained Channels with Global support leaders to ensure LA offerings remain consistent with other regions• Managed executive-level escalations related to installation management, technical support and customer satisfaction.• Travel as required for project implementation and customer escalations. Show less

Technical Support Specialist (Desktops and Servers)

• Jul 1997 - Feb 2002

• provided support for customer’s 1ST AND 2nd level NT/W2K Server support. • supported customers by troubleshooting hardware issues and dispatching service calls when necessary• some travel to customer sites in highly escalated storage issuesSAN CONFIGURATION AND MAINTENANCE EXPERIENCE: • Fibre Channel Storage. NAS Storage, SCSI Disk Arrays (JBOD), DLT/LTO Tape Libraries, Fibre Switches/Bridges, HBA’s, SAN Utilities: Navisphere • Microsoft Cluster Services • Storage C • Qlogic Config • Dell Open Manage • ATF Show less