What I Deliver for Organizations

Strategic ServiceNow Platform Owner and ITSM Process Leader

Multiple decades of experience driving enterprise‑wide transformation through ITIL‑aligned service delivery, Agile development and global ServiceNow platform governance. Proven success consolidating tools, optimizing operations and delivering measurable business value across complex environments while decreasing expense.

Transforming IT Operations Into Scalable, High‑Performing Service Ecosystems

Specialize in onboarding ITIL processes into a governing enterprise ServiceNow platform that improve service reliability, compliance, customer satisfaction and global operational excellence.

• Enterprise‑scale ServiceNow platform ownership

• ITIL aligned process design and platform integration

• Global ITSM operating model development

• Full SDLC management and Agile Development

• Tool consolidation and cost optimization

• Service Desk, Process Owners and Platform alignment

• Vendor Governance, SLA management and Financial reporting

$10 Million - in Cost Avoidance and counting

500k - overall Supported ServiceNow Users

6 - Different ServiceNow Languages implemented

75 - Largest team of resources managed

26 - Different tools consolidated into ServiceNow in my career

ServiceNow Platform Delivery and Ownership

Directed multi‑modules within ServiceNow capabilities supporting tens of thousands of users, providers and fulfillers across government, healthcare and global logistics environments.

• ITSM Suite - Incident, Problem, Change, Request, Release, Employee Center, Knowledge and NOW Assist

• CSM - Engagement, Case Management and Playbooks

• ITOM - Discovery, Agent Client Collector, Service Mapping, Service Graph, Certification and Event Management

• ITAM - Software Asset, Hardware Asset, Versioning, Expense, Laptop Tracking and Content Library

• SPM - Demand, Resource, PPM, Agile Development and Financial Management

• Cloud Accelerate - Service Catalog, Visibility and Cloud Management

• SecOps - Security Incident Response, Vulnerability Response and Integrated Risk Management and Tenable integration

Helping you master IT Service Management and smoothly onboard into any organization with confidence.

Wealth of Experience and Certifications

• 20+ years driving enterprise‑wide transformation through ITIL aligned service delivery, Agile development and process delivery on global ServiceNow platforms with strong IT Governance

• Helped enterprises navigate this journey by consolidating fragmented environments - bringing together platforms such as Remedy, JIRA, Service Manager, Cherwell, ManageEngine and ServiceDesk into a unified, scalable ServiceNow ecosystem

• System integrations including AWS, Azure, SolarWinds, VCenter, CloudWatch, CloudStrike, Datadog, Salesforce, Pager Duty, SuccessFactors, JIRA, Ivanti, Dynatrace, Splunk and ServiceNow Discovery

• Certified ITIL (both v3 and v4)

• ServiceNow Certified Systems Administrator (CSA)

• ServiceNow Certified Automated Test Framework (ATF)

• ServiceNow Achievement Awards - 22 Badges earned

Building Standardized, Compliant, High‑Performing ITSM Operations

ITIL expertise embedded across every layer of Service Delivery and the ongoing Operational Support Model.

• Implemented core ITIL processes (Incident, Problem, Change, Capacity, CMDB and Request Management)

• Established Command Center, CAB and IT Governance structures

• Created global Process and Procedures Manuals (PPM) to standardize service delivery

• Ensured continuous operation of business‑critical systems with strong escalation and RCA practices

• Directed vendor tiering, SLA/KPI reporting and financial penalty enforcement

• Managed offshore teams supporting global Incident restoration

• Maintained high CSAT through rapid restoration and proactive communication