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CAREER SUMMARY

  • Current Focus: As the head of FIS's global ServiceNow Architecture Center of Excellence, I lead a group of highly skilled experts in providing the FIS platform team and stakeholder business units with leading practices advocacy, capability knowledge and research, and the strategic planning necessary to ensure that FIS uses ServiceNow to its fullest potential. All with the goal of ensuring it can deliver the value and impact necessary to support the key business initiatives that drive FIS's ability to expand at scale and speed.

  • An IT professional who sees what others often miss. This insight, built upon years of experience gained from working up through several roles in Infrastructure Operations and IT Service Management, has provided me the ability to make an immediate and lasting impact at every organization I've encountered.

  • A hands on leader with a track record of building high performing, efficient teams. Skilled in recruiting top talent, selecting external partners, and ensuring existing members are aligned with roles that play to their strengths; all while providing sustainable output through effective employee engagement.

  • Designed the data model, and processes for maintaining Unum Group's multi-million CI containing, Application Service-centric, CMDB.

  • ITIL 2011 v3 Foundation Certified

  • ServiceNow Certified System Administrator

  • Enhanced profitability for the practice, through winning customer trust and influencing strategic direction, while delivering on current contracted implementations.

QUALIFICATIONS

  • Ten years of ServiceNow platform experience, spanning Dublin to Rome and across ITSM, ITOM, and ITBM. With a focus on Configuration Management, CMDB, Discovery, Service Mapping, Service and Application Portfolio Management.

  • Deep conceptual understanding, and practical application of the new Common Services Data Model (CSDM), as prescribed by ServiceNow.

  • A thorough knowledge of the Asset and Configuration Item life cycles, with a proven ability to adapt any organization's current processes to follow a best practice adherence to the phases within them.

  • Experienced in all methodologies and approaches to mapping Services to Infrastructure, via either manual relationship building or use of the automated Service Mapping application from ServiceNow.

  • Proven track record of partnering with the business in a customer-focused environment to successfully implement solutions, while managing the associated costs and risks.

  • Broad Information Technology experience, including consumer and business developed software, as well as workstation support, Server configuration, Data Center operations, and Service Asset and Configuration Management.

  • A solid understanding of the ITIL framework and best practices, as it relates to ITSM.

  • Able to speak effectively to groups of any size. Proficient in the creation of impactful communications, tailored specifically to the level and experience of the intended audience

ACHIEVEMENTS

  • Quickly promoted to the role of manager over all ServiceNow Platform Development, Support, and CMDB teams after only eight months as the Configuration Management Process Owner at WarnerMedia.

  • Successfully socialized and championed the adoption of Application Portfolio Management at Unum Group. Lead the exploratory team, which delivered a technical white paper and business use case proposal to IT leadership. Once the project was approved, I was selected as the Strategic Lead and provided two full-time resources to assist in the implementation.

  • Delivered actionable insights into Unum Group’s technology and infrastructure, with data previously unavailable; by creating and continuing to adapt the organization’s first Common Service centric CMDB Model. This included all key data elements: Services, Applications, Enterprise Technologies, and supporting Infrastructure Configuration Items.

  • Diplomatically negotiated a partnership with all global IT teams to accomplish, for the first time in the organization’s history, the complete population of over 1100 Application Service maps within Unum’s ServiceNow CMDB; by developing and driving a program to acquire all required data, while ensuring quality prior to importing. This achievement earned me an Aspire candidate nomination by Unum’s IT Leadership.

  • Aspire 2017 Attendee. Aspire is Unum’s premier employee recognition conference, hosted at Walt Disney World Resort. By performing at the highest level, as outlined in the leadership expectations, those selected to attend have shown they're ready to raise their own personal standards even higher.

  • Created Fritz Industries' first Business Resiliency solution. After a catastrophic disaster nearly destroyed a key facility, disrupting the delivery of essential Business Services; I lead the design, configuration, and deployment of co-located data centers to ensure Business Continuity and Disaster Recovery.

  • Reduced MTR, Incident reassignments, and unnecessary escalations to Tier III, by creating and staffing the first Tier II IT Support level at Interstate Batteries. I was able to close the gap between the Service Desk and Tier III System Engineers, by creating a knowledge base, refining processes, and providing guidance to the help desk resources.

  • Significantly reduced the variance between IT Asset inventories and data in Interstate Batteries Asset Management system, by identifying gaps in existing processes, leveraging best practices, and improving data quality. This resulted in a 90% reduction in the delta between actual inventory and system data. By the following year, a further 90% improvement was achieved. This equated to a difference of less than $10,000 for an IT Asset inventory valued at over $4 million.

SKILLS & EXPERIENCE

Leadership
  • Senior Leader of FIS's global ServiceNow Architecture Center of Excellence and Platform Architecture team, a group of highly skilled experts on the FIS platform team.

  • Managed WarnerMedia’s ServiceNow Platform Support, Technical Development, and Configuration Management teams; delivering IT Service management solutions, IT Operations automation, Service Desk efficiencies, and Self-Service capabilities for 20,000+ employees globally.

  • Configuration Management Process Owner, leading a team of Analysts, Engineers, and external partner resources to ensure the work necessary to deliver project milestones, as well as daily operational tasks, is executed effectively.

  • Assigned Lead over the Application Portfolio Management initiative, after successfully assembling a team to research and provide Operation Services Leadership with a compelling Business Case supporting the implementation of an Application Portfolio and formalized practice.

  • Able to evaluate the scope of work necessary, and provide staffing requirements, for IT Operations and Service Management teams.

  • Skilled at rallying people around, and in support of, causes with a compelling written and verbal communication style.

  • Adept at relating to people from diverse backgrounds and determining how to best align tasks to their strengths and experience.

  • Member of IT Leadership development program (GrowIT at Interstate Batteries), tasked with creating effective solutions to issues identified by the CIO.
Service Asset & Configuration Management • Service Mapping
  • Global Configuration Management Strategy owner for PwC's internal firm services supporting ServiceNow CMDB.

  • Strategic leader and recognized spokesperson for the Configuration Management Process at WarnerMedia.

  • Overall responsibility for the strategy required to deliver Unum Group’s Service Asset & Configuration Management process as enabled by the Configuration Management Database (CMDB) in ServiceNow.

  • Ensured that the overarching intention and policies of Configuration Management were employed throughout the Service Management lifecycle, with specific consideration for every aspect of service delivery.

  • Designed and implemented effective Configuration Management standards, policies, and procedures.

  • Managed refinement updates to all Configuration Management processes, acquiring the proper approvals, and ensuring they were clearly communicated to stakeholders.

  • Monitored and enforced compliance with Configuration Management standards.

  • Promoted a passion for maximum levels of workflow automation within all ITSM Process areas, including: Incident, Problem, Change, Risk, and Service Level Management.

  • Effectively enabled collaboration between all CMDB stakeholders, including internal staff and external vendors, to understand challenges and gain consensus on proposed improvements to the system and operational processes.
ServiceNow • ITSM, ITBM & ITOM Architecture
  • Partner with Business and IT Stakeholders to gather requirements, create effective solutions, outline road maps for enhancements that provide their desired business outcomes.

  • Able to envision the strategy necessary to deliver a smooth transition from legacy tools to the ServiceNow platform.

  • Act, with the confidence that comes from years of experience, as the authoritative source of guidance; tactfully reshaping a customer's belief of what they want, into what they truly need.

  • Proficient in the critical thinking necessary to minimize unintended downstream impacts to reporting, metrics, dashboards, and related records that changes to out of the box configurations may create.

  • Creator of the Configuration Management scope definition for all ITSM processes, which clearly outline the items that are to be controlled, and the information to be recorded.

  • Vast experience in designing a CMDB to fit specific use cases, such as patching and vulnerability management, request automation, and business resiliency.
Server Administration
  • Maintaining and supporting multi-site, multi-node Server 2012 Hyper-V Clusters.

  • Migrate legacy systems to the Hyper-V platform, including virtualization of physical systems, and migration from older Hyper-V platforms to the current system.

  • Capacity planning and resource monitoring of the Hyper-V environment.

  • Configuring, patching, and monitoring the Microsoft Hyper-V environment along with associated and related applications, and utilities/tools.

  • Active Directory Administration. Managing GPOs, Security Groups, Service Accounts, and other AD Objects to ensure proper access and systems management.

  • Maintaining and supporting multiple iSCSI-based SAN systems, and related iSCSI networks configured within multiple groups and sites.

  • Configuring, patching, and monitoring Dell EqualLogic Series Arrays.

  • Configuring the network performance monitoring, and data center infrastructure management software from ManageEngine, OpManager.

  • Built and configured Physical and Virtual Servers running Windows Server 2003, 2008 R2, and 2012.

  • Built, configured, and deployed servers hosting and supporting: DHCP, DNS, ADUC, Exchange 2010, ESXi, Hyper-V, Failover Clustering, SCCM, MOM, and SCOM.

  • Decommission Servers, facilitated Hardware disposal, and validated Certified Data Destruction.

  • Domain migration. Domain collapse. Active Directory Migration from 2003 to 2008.

  • Planned and supported migration from File Server to DFS Cluster.
Technical Support
  • Able to quickly evaluate and triage incoming tickets, and resolve Incidents and Requests by priority, with a sense of urgency.

  • Experienced in supporting Windows Server Operating Systems, including: 2000, 2003 R2, 2008 R2 and 2012.

  • Administrator of MS Exchange 2010 environment, accessed via OWA, Outlook 2007, 2010 and 2013.

  • Maintained Active Directory, DNS and DHCP servers.

  • Highly proficient in Microsoft’s Windows OS from XP to 10, and Server OS 2003 to 2012.

  • Extensive knowledge of Microsoft’s Office Suite from 97 to 2016 for PC and Mac.

  • Including Word, Excel, PowerPoint, Outlook, and Entourage.

  • Created and maintained Universal Drive Images for all Enterprise Workstations.

  • Performed basic to advanced hardware repair and replacement on Dell and HP Laptops, Desktops, Servers, and SAN.

  • Provision and Support Smart Phones running Windows Mobile, Android, and iOS. As well as the configuration and deployment of WWAN devices from AT&T, Sprint, and Verizon.

  • Responsible for creating and maintaining User Workstation backups for data retention after Employee off-boarding.

  • A natural talent for teaching and assisting users individually, or via group classes, phone, webchat, web conferencing, training materials, and email.

EMPLOYMENT HISTORY

June 2022Present
FIS - Fidelity National Information Services

Principal Architect & Leader of the ServiceNow Architecture CoE

As the head of FIS's global ServiceNow Architecture Center of Excellence, I lead a group of highly skilled experts in providing the FIS platform team and stakeholder business units with leading practices advocacy, capability knowledge and research, and the strategic planning necessary to ensure that FIS uses ServiceNow to its fullest potential. All with the goal of ensuring it can deliver the value and impact necessary to support the key business initiatives that drive FIS's ability to expand at scale and speed.

In addition to leading the Platform Architecture Team, who are responsible for ensuring
that the FIS ServiceNow strategy aligns with the organization's mission, I maintain an overarching view of the business and a knowledge of its technological capabilities and potential. Highlights of these activities and responsibilities includes:

  • Analyze current trends in platform architecture, and establish new frameworks and leading practices.
  • Act as chief advocate for ServiceNow capabilities, and support senior leadership in strategy discussions and roadmap planning.
  • Ensures platform alignment with the corporate initiatives by aligning platform capabilities to business strategy and the ServiceNow roadmap.
  • Contributes to governance processes; defines standards, policies, best practices and procedures.
  • Provide the platform support team and admin group with guidance on technical good
    practices, development policies and procedures.
  • Supports positioning ServiceNow with overall technical landscape and ensures foresight in direction, platform consumption, and integration across systems.
  • Leads the Architecture Team, facilitates review ceremonies, provides consultative guidance to all architects.
  • Stays current on ServiceNow products and applicable integrated technologies.
May 2021June 2022
AHEAD

Principal Technical Consultant

  • Lead project teams to deploy solutions on the ServiceNow platform
  • Lead complex programs of multiple resources
  • Lead the architecture and design of complex solutions
  • Lead the creation of written deliverables
  • Lead client demos and working sessions
  • Lead integration design sessions
  • Lead client workshops as process and technical expert
  • Escalation point for project team
  • Influences team members, broader internal team, and external customers, likely including senior management, to agree and accept new concepts, practices, and approaches
  • Crafts innovative and high impact solutions for complex client programs, relying on large teams to implement
  • Drives consensus with customer teams in solving complex solutions
February 2021May 2021
PricewaterhouseCoopers (PwC)

Senior Manager, Global Configuration Management

Provided Strategic leadership and product ownership of PwC's internal global ServiceNow CMDB. Creator of the roadmap for Configuration Management process design and governance including data management and validation, automated Discovery and Service Mapping; enabling service management and technology operations teams with intelligent automations and the actionable information necessary to support PwC's digital evolution.

August 2020February 2021
WarnerMedia

Manager, ServiceNow Platform Development, Support and CMDB

Managing WarnerMedia’s ServiceNow Platform Support, Technical Development, and Configuration Management teams; delivering IT Service management solutions, IT Operations automation, Service Desk efficiencies, and Self-Service capabilities for 20,000+ employees globally.

January 2020August 2020
WarnerMedia

Technical Manager, Configuration Management Process Owner

  • Oversee and lead a team of CMDB Engineers, CMDB Analysts, and external partners.
  • Facilitate collaboration between the groups spanning across all of WarnerMedia.
  • Promote awareness of the Configuration, Capabilities, and Governance model for the platform.
  • Define the process, procedures and work instructions for internal and external teams; to ensure the CMDB contains the data necessary to support WarnerMedia's desired Configuration Management outcomes.
  • Collaborate with technical SMEs to identify and document issues or defects.
  • Provide business input and approval for changes to the ServiceNow environment and engages in verification of completed changes.
  • Monitor and reviews the execution of the Configuration Management process at a high level, ensuring it remains consistent with the organization's culture and IT Service Management strategy.
  • Plans and manage support for Configuration Management tools and processes.
  • Coordinate between Configuration Management and other service management processes.
  • Ensure Configuration Management activities operate in line with service level targets in collaboration with configuration managers.
  • Oversees configuration audit outcomes and recommendations provided by configuration managers.
August 2018December 2019
Roundtower Technologies

ServiceNow Solutions Architect

As an essential member of RoundTower's ServiceNow ITOM & ITBM Solutions Delivery team, I lead external implementations, and supported our clients by delivering well constructed User Stories to our development team. This ensured successful implementation of my vision for their ServiceNow instances; delivering the functionality they required, and the value they deserve. I also provided support for pre and post-sales interactions, as a subject matter expert.

Technical aspects of project and solution delivery include:

  • Solutions Architecture, with specific emphasis on leading efforts involving Process, Solution Design, and Integration.
  • Lead customer discovery workshops.
  • Provide Technical Leadership and assurance of best practices.
  • Manage multiple projects concurrently.
  • Lead development teams to Design, Build and Deploy required enhancements to the ServiceNow Platform.
  • Implementation of ServiceNow for ITSM, Discovery, CMDB, Service Mapping, and APM.
  • Provide support for workflow design and configuration efforts.
  • Lead UNIT testing efforts and oversee project UAT.
  • Development of required client specific reporting and dashboards.
August 2015August 2018
Unum Group

Lead ServiceNow Process Architect

  • Lead meetings with Key Stakeholders, both on the business and technical sides of service delivery, gathering requirements and capturing the acceptance criteria necessary to develop enhancements that met the organization’s desired outcomes.
  • Fulfilled the role of Flow Master. Managed the strategic delivery team’s backlog, by ensuring that User Stories are approved by the stakeholders, prioritized, and contained clearly stated requirements with acceptance criteria. This enabled the team to fully understand what needed to be delivered, by ensuring that solutions were fit for purpose and meet stakeholder’s expectations.
  • Continuously improved current Standards, Processes, and Procedures concerning Service Asset and Configuration Management (CMDB and ITAM)
  • Performed gap analysis of Configuration Management processes and advised on process or tool improvements that should be implemented.
  • Identified audit or control related risks, and developed remediation plans.
  • Designed Configuration Item Lifecycles and the processes required to manage them.
  • Proactively identified data and functionality gaps in the ServiceNow CMDB, Discovery and other third party auto-discovery tools.
  • Developed demonstrations and training to improve adoption rates of the impacted process areas and their resources.
May 2015August 2015
Volkswagen Group of America

IT Operations Engineer

  • Deployed servers, both physical and virtual, by configuring them in accordance with established standards, and operational requirements.
  • Supported Business Resiliency protocols, by managing and monitoring server backups, using EMC's Avamar application and hardware.
  • Reduced risk, and enabled Vulnerability Management, by patching and updating all servers on a monthly basis.
  • Improved system hardening by evaluating all vulnerabilities found within the environment.
  • Assisted Client Services and the Help Desk by resolving Incidents and Service Requests that required escalation.
April 2014May 2015
Fritz Industries

Lead Systems Administrator

  • Primary support for all aspects of the technology environment (hardware, operating system, application software, visualization)
  • Provided operational support, problem resolution, and performed server installations and upgrades.
  • Designed, implemented, tested, and documented all infrastructure components, services, and enhancements.
  • Managed application and systems health. Monitored performance, and responded to production issues with better capacity planning and sizing.
  • Researched and recommended innovations, as well as implementing automated approaches for system administration tasks.
  • Performed daily system monitoring; verifying the integrity and availability of all hardware, server resources, systems, and key processes.
  • Architect over the technical implementation of Business Continuity & Disaster Recovery efforts.
  • System Administrator for the ServiceNow platform implementation.
  • Discovery Administrator for the ServiceNow CMDB.
September 2011December 2013
Interstate Batteries

System Administrator II (Windows)

  • Provided continual mentorship to Support Center agents while establishing a Tier II Support level.
  • Created and updated existing processes that followed ITIL Best Practices for Incident and Problem Management.
  • Managed onsite and co-located Data Centers.
  • Worked with vendors and suppliers by arranging bids and negotiating contracts for products and services required for Technical Services and Data Center management.
March 2006September 2011
Interstate Batteries

Lead Support Analyst

  • Oversaw daily operations of the Internal Support Team, which supports over 1100 Users at our local corporate headquarters, retail stores, and satellite locations throughout North America.
  • IT Asset Manager, and owner of all software and hardware asset lifecycles. Including the administration of ITSM’s Inventory and Configuration modules, Discovery Asset Management application, and HEAT Asset Tracker. Coordinated the evaluation, purchase, deployment, maintenance, decommissioning, and disposal of all workstations, laptops, and mobile devices.
  • Member of the Change Advisory Board. Attended bi-weekly Change Management meetings for the evaluation and approval of all IT Changes, from a Support and Technical Services perspective.
  • Desktop Architect, responsible for the creation, testing, and management of all workstation and laptop images. Including updating, patching, and application installation; as well as image deployment via remote server and local installation.
  • Incident Manager, and primary point of escalation for all Technical Support Analysts and liaison to Technical Services teams for assistance on Incidents and Problems by coordinating with Server Administrators, Network Administrators, and Application Support groups.
20022006
Safeway

Division Service Specialist, BIC Auditor, & HR Field Trainer

  • Managed Safeway’s Mystery Shopper program for the Central United States region.
  • Supported Computer Based Training systems in 25 stores within the Dallas/Fort Worth area. Including the setup, maintenance, and troubleshooting of hardware and proprietary HR training software.
20002002
Sally Beauty Company

MIS Support – POS Coordinator

  • Provided telephone support for all Sally retail locations. Including: Proprietary POS software, Windows based PC hardware and modem based networking connections.

Education

ServiceNow Training

ServiceNow Certified System Administrator

ServiceNow Training Knowledge18

Performance Analytics - Foundation

KEDARit

ITIL Foundation v3 2011