SUMMARY

• Agile, Waterfall, ITIL, and SDLC
• Developing strong strategic alliances
• Enterprise application and infrastructure implementations
• Financial planning and analysis (FP&A)
• IT operations management (ITOM)
• IT service management (ITSM)
• Organizational change management
• Project and program management
• Resource planning management
• Risk management
• ServiceNow implementations

TECHNICAL SKILLS

• Incident Management
• Problem Management
• Change Management
• Request Management
• CMDB
• Discovery
• Asset Management
• Project Portfolio Management (PPM)
• ITOM
• ITBM
• SDLC
• IT Governance
• Risk & Compliance
• Field Service Management
• Event Management
• HR Service Automation
• Knowledge Management
• Mobile
• Reporting
• Service Catalog
• Service Portal
• Service Portfolio
• Service Level Management
• Customer Service Management (CSM)
• Service Desk
• Rally
• Team Foundation Service (TFS)
• Proview
• Oracle ERP
• Oracle Financials
• People Soft
• Hyperion
• Business Objects
• SAP
• Tableau
• MarkView
• AutoDesk
• .Net
• Workday
• Salesforce
• JIRA
• Maximo
• OKTA
• SSO
• Casper
• CAPTCHA
• SolarWinds
• SCCM
• AWS
• Cloud Management.

PROFESSIONAL EXPERIENCE

Confidential, Boston, Massachusetts

ServiceNow Engagement Manager

Responsibilities:

• Leads project teams (sizing from 2 - 16) by fostering collaboration, strong work ethic and passion for ensuring exceptional value for teh client.
• Successfully led and completed 25 Implementations (averaging 5 in parallel) over past 28mo, valued at approximately $3.9M earned revenue.
• Consistently meets or exceeds utilization, project financial variances, and CSAT metrics.
• Leverages Project Management, ITIL and Scrum Master skills to TEMPeffectively problem solve, manage multiple responsibilities and remain productive wifin time-sensitive and fast-paced environments.

Confidential, Santa Clara, California

ServiceNow IT Project Manager

Responsibilities:

• Led ServiceNow program efforts for 2015 Goals to include CMDB 2.0, Asset Management, Incident Management, Problem Management, Change Management and Reporting.
• Managed overall Program Project Plans wif collaboration between Applications, Operations, and ServiceNow teams.
• Provided technical expertise for teams including; ServiceNow technical expertise, demos, and fact finding.
• Provided delivery of Application Business Specification, and Technical Specification documentation.
• Coordinated metrics reporting impacts and mitigation planning to ensure accountable alignment wif project scope and release requirements.

Confidential

ServiceNow IT Project Manager

Responsibilities:

• Managed and led IT Service Management Improvement Program (ITSM), Service Desk to ServiceNow enterprise migration implementation project, impacting 6000 employees, over 1M customers, budgeted at $4.5M.
• Aligned project management methodology and ITIL best practices to TEMPeffectively manage strategy, design, development, execution, service transition, support operations and continual service improvement.
• Managed full lifecycle, including product release schedule, story, defect, enhancement and cutover strategy.
• Collaborated wif internal technology units, business units, stakeholders and vendors to align strategy and OCM.

Sr. IT Project Manager

Confidential, Phoenix, AZ

Responsibilities:

• Managed SAP implementation reporting project to successfully enhance business sales awareness and market penetration data on proprietary branded merchandise.
• Partnered directly wif IS, BI, SAP, and infrastructure teams, resulting on time delivery of comprehensive solution.
• Utilized Agile Methodology/Framework to manage project through all project stages: Define, Build, Validate, Pilot, Deploy, and Warranty.
• Ensured alignment of project scope, objectives, and critical success factors were met.

Confidential, Phoenix, Arizona

IT Project Manager

Responsibilities:

• Managed projects in excess of $3M annually, supporting 7,000 end-users.
• Provided leadership and direction to development team for external facing infrastructure web site overhaul, including improved functionality, content enhancements, system integration, and sprint facilitation.
• Streamlined and re-engineered division’s core operational and technology processes, resulting in increased net revenue from 35% to approximately 65%, while reducing overall cost per student expense from $1,400 to $350.
• Provided continuous financial business analysis, reporting and recommendations on operational expenses leading to over $5M in savings.
• Restructured divisions financial reporting application function, resulting in increased forecasting accuracy rate to less TEMPthan 1% variance and eliminating budget data inconsistencies.

IT Operations Project Manager

Confidential, Phoenix, AZ

Responsibilities:

• Directed and conducted extensive global search for new domestic and international educational learning locations, negotiated vendor agreements and planned and executed successful infrastructure improvements.
• Managed planning and deployment of new Wired and Wi-Fi infrastructure environment at multiple out of state locations.
• Planned and executed mobile network at concurrent monthly educational conferences locally, domestically and internationally, supporting over 4,000 end-users per year.
• Managed team of 8 project analysts and coordinators, frequently dispersed throughout teh country supporting and maintaining project deliverables.
• Initiated and implemented scheduling planning system, resulting in a reduced communication error rate of less TEMPthan 1%, consistent event information, automated reporting, and a reoccurring savings of 60 payroll hours per week.

Senior IT Operations Administrator

Confidential, Phoenix, AZ

Responsibilities:

• Administered comprehensive, centralized technology support system for over 3,000 end-users.
• Led infrastructure integration plan from large to small profile technology equipment.
• Managed and facilitated remote deployment of software and operating systems to multiple institutional locations.
• Directed and lead support team of 25 members to provide hands on technical and operational support to students, faculty and staff.