Summary

Highly motivated business and IT professional with fifteen years of experience in enterprise IT service management and delivery, engagement management, project management, and business analysis. Experienced in management and implementation of ITSM projects aligning with ITIL methodologies and various enterprise projects on the ServiceNow platform.

Professional Experience

• Responsible for managing the Engagement Management team members and services
• Collaborate with team members to facilitate communication and drive standardization, organization, quality, strong client partnership, and increased customer satisfaction
• Maintain and improve internal team development training
• Drive process improvement working with the Sales, Development, Solution Architecture, and Quality Assurance teams
• Participate in recurring senior management sessions to identify, prioritize, and drive company goals
• Work closely with senior management on defining and documenting processes and policies
• Responsible for helping to drive internal process usage and automation in ServiceNow including Incident Management, Project Management, Timecards, Sales Management, SDLC, Release Management, Reporting/dashboards
• Function in the Engagement Manager capacity for various accounts

• Partnered with various clients on small to larger scale IT transformation projects utilizing the ServiceNow platform
• Managed implementations ranging from clients new to the ServiceNow platform to existing clients building out ServiceNow within their IT organizations
• Responsible for managing client relationships and service delivery throughout multiple projects and implementations
• Participated in activities including pre-sales, scoping, project management, software development lifecycle, release management, and road mapping
• Collaborated with solution architects on requirements workshops, business analysis, design, workflows, and documentation
• Obtained ServiceNow Certified System Administrator and Certified Implementation Specialist certifications
• Led internal process improvement and automation activities within the organization
• Created and streamlined reusable documentation and artifacts

• Responsible for driving the efficiency of IT Service Management by improving IT processes, initiating standardization across all IT functions
• Managed collaboration with the IT Support group, Imaging Applications Support group, and Business Operations Support groups on issue escalation and incident management process
• Responsible for building and managing the IT roadmap for ITSM
• Created and implemented designs for IT workflows
• Aligned and updated IT Standard Operating Procedures SOPs

Major Project

ServiceNow continued

• Expanded the global ServiceNow implementation footprint
• Added an additional 60 process users in 5 additional major functional groups
• Consolidated 5 separate tracking systems used throughout the US, Asia, Europe
• Worked with key stake-holders in each group to build requirements, define and standardize processes
• Implemented this phase of the project in an 3 month time period
• Achieved standardization company-wide on Incident Management

• Responsible for oversight of all support teams within the IT department
• Worked with key stake-holders in various departments on continual service improvement
• Initiated the trend toward the alignment of IT process with ITIL best practices
• Managed Imaging Application support for all radiologists and Imaging Technologists
• Planned and coordinated the deployment of virtual desktop infrastructure for use by in-house and remote radiologists
• Maintained regulatory standards of FDA compliance by enforcing SOPs, maintaining CFR Part 11 and GCP
• Responsible for vendor management, including Microsoft Enterprise Agreement and True-up, Third Party licensing, and COTS support agreements
• Collaborated with the validation and development teams on computer system validation CSV for project deliverables
• Signatory for IT Change Requests, and Release to Production documents
• Participated in providing deliverables for internal and external audits
• Increased efficiencies by root cause analysis, identifying trends, and streamlining processes

Major Projects

ServiceNow

• Piloted the global ServiceNow Implementation
• Acted as Project Manager defined and managed overall project implementation terms and timeline
• Researched market leaders in ITSM SaaS, PaaS solutions
• Worked with key stakeholders to elect ServiceNow as our ITSM platform
• Negotiating terms/contract with ServiceNow and ServiceNow Implementation partner
• Worked with key stake-holders to build requirements, define and standardize processes aligning with ITIL best practices
• Incorporated end-user feedback in requirements gathering
• Replaced our on-premise tracking system with ServiceNow
• Implemented Incident Management, Knowledge Management, and Employee Self-Service Portal
• Worked with our implementation partner to migrate existing data into ServiceNow
• Worked with QA/Validation groups to create Change Request, Migration Verification, and various OQ and UAT scripts/documentation
• Coordinated company-wide training for ITIL users and all end users
• Coordinated the cutover from the existing tracking system to ServiceNow overnight
• Went live with approximately 40 process users in 5 functional groups
• Realized efficiencies and end-user satisfaction as a result of the implementation

Off-Shore Expansion

• Managed the onboarding of off-shore Imaging Application support resources
• Acted as Project Manager
• Partnered with off-shore consulting company to acquire support resources in order to facilitate our 'follow-the-sun' support model
• Worked with off-shore project manager to screen and interview candidates
• After candidates were designated, worked with off-shore PM to arrange travel VISA to US for 7 week on-site training
• Created and managed 7-week training program/ agenda on-site
• Successfully transitioned resources back to India to function as part of the off-shore support team

• Managed the Medical Imaging Applications support and IT support groups
• Acted as the primary communication channel between IT and the business
• Coordinated the deployment of all workstation, desktop hardware, and software into production
• Maintained oversight for support of proprietary business applications for Medical Imaging and Cardiac safety
• Acted as the technical intermediary for all Level 2 issues before escalation to the development team
• Updated and maintained Service Level Agreements SLA per business requirements, customized and generated weekly reporting metrics, conducted weekly staff meetings, initiated root cause analysis, managed best practices, coordinated end-user training, measured customer satisfaction
• Increased efficiencies, productivity, and SLA achievement
• Facilitated all end-user communication in regards to scheduled system downtime and/or outages
• Managed and coordinated after-hours support activities

• Created and managed standards for hardware, software, networking, security, server sizing, images, custom work, disaster recovery, and technical documentation
• Senior technical consultant for in-house programmers, Help Desk, Service department, and Sales
• Established training for department on new software and hardware protocols and best practices
• Implemented and managed rollouts for high profile accounts
• Collaborated with in house IT Staff on upgrades, software testing, and disaster recovery
• Managed research and quotes for custom programming requests
• Completed various in-house professional service projects
• Liaison for contractors regarding out-sourced custom programming/ professional services
• Major Projects: US Open USTA , Waldorf Astoria, Loews Hotels, Restaurant Associates, Smith Wollensky Restaurant group

• Managed multiple Point of Sale projects and operations in the Metro New York area and out of state
• Met with clients to discuss goals, analyze constraints and objectives, and define a project scope
• Designed restaurant-hotel customized Micros Point of Sale database to customer specifications
• Implemented custom scripts, back-office reporting, third party interfacing, networking, and end user support
• Directed training for owners, managers, and professional staff in proper use of systems applications
• Conducted follow up meetings to allay client concerns and ensure satisfaction with project and product.
• Led projects from start to successful completion

Programmed, installed, trained, and supported various Point of Sale Hardware and Software Customized software and reporting based on customer requirements

• Created and maintained website
• Implemented design, graphical layout, HTML coding, periodic updates

Technical Skills