Dallas-Fort Worth Metroplex
Product Evangelist for Generative AI and AI Agents Working with customers and partners to align AI Solutions to some of their most difficult organizational challenges Enabling thousands of internal stakeholders on new solutions and the products coming next on the roadmap Creating scalable content so that all stakeholders can quickly come up to speed Working closely with Inbound PMs and Engineering teams to ensure the upcoming features align to customer feedback
Primary technical and advisory resource to leaders and executives across customers/prospects, with a focus on assisting each in getting the most out of their platform investments. Partner with customer to dream big on the platform, as they grow into new technologies - including AI/Machine Learning, Hyperautomation, RPA, and Citizen Development. Assist customer base with matching solutions to their enterprise level challenges. Accomplish this by using a variety of strategies including tailored demos, business reviews, and roadmaps. Designing and implementing creative methods to engage customers, with a blend of strategic and hands-on activities, that improve experience and drive awareness of capabilities offered on the SN platform.
Actively oversee all teams who contribute to the growth and stability of the ServiceNow Platform, across all modules. This includes management of the sprint cycles completed by the Development teams; and requests, break fixes, and core config handled by the administration teams. I am also actively involved in process design in core areas such as CMDB, Event Management, Service Catalog, etc. Hands on Experience in the Following Modules/Applications • ITOM Visibility Suite • CMDB & CSDM • ITSM Suite • Hardware Asset Management • Knowledge Management • Service Catalog & Service Portal • ITBM Suite – APM/Demand/PPM/Agile • Workflow/Flow Designer • Integration Hub • HR On-Boarding & Off-Boarding
Led the ITSM & ITOM teams and processes across the technology organization. This includes Major Incident/Problem/Change/Knowledge Management within ITSM, and CMDB/Service Mapping/Automation/Event Management within ITOM. • Served as Technical Lead and Product Owner on a high priority enterprise project to implement the IT Operations Management suite of ServiceNow services, as well as CMDB & Hardware Asset Management. This was a multi-year initiative, with budget in excess of $1M, requiring collaboration from all key technology groups. The following outcomes were delivered as a result: > Automated multi-source Discovery of 50k+ CI’s on a nightly basis, in order to keep CMDB data as current as possible > Created a hardware asset management lifecycle designed to be utilized across all asset groups, which allows for detailed tracking across all stages – from request/procurement to retirement/destruction. > Centralized Event Management, by passing events from all monitoring tools to a unified location, applying correlation logic, and triggering service aware alerting & automation. > Automation of critical activities - both automated remediation and request fulfillment – for infrastructure and application services • Process design leader across most of the modules within the ServiceNow platform • Designed and implemented MI & Problem Mgmt processes. This spurred collaboration across departments to reduce MTTR and drove RCA efforts to resolve underlying issues, leading to reduced recurrences • Led a SCRUM initiative to design a work intake process within ServiceNow. This allowed stakeholders to efficiently submit their requests, infrastructure leaders to review the demand records, and monthly backlog reviews with senior leadership in order to prioritize initiatives across the dept. • Executed an agile transformation initiative within infrastructure, which allowed engineers to work within cross-functional teams and make iterative progress on work of all sizes.
Implemented Incident and Problem Management processes, and managed the team which administered them. I also oversaw the Enterprise Monitoring team/process, which governed multiple monitoring tools and an alerting application. • Established a Major Incident Management process, which reduced the mean time to resolution for priority 1 and priority 2 incidents over several years. • Implemented a company-wide Problem Management process to closely track root cause, in order to reduce the recurrence of major incidents. • Directed Major Incident bridge lines during P1/P2 issues and drove engaged parties to the restoration of services. • Performed investigative analysis and reporting on chronic incidents. • Created a major incident task force, made up of key stakeholders from each team within the IT organization. Members of the task force were first responders to major incidents and are responsible for investigating root cause following the incidents. • Reduced the major incident Mean Time to Resolve by 37% from 2015 to 2016 • Developed a corporate communication protocol for Major Incidents, in order to consistently keep business users informed of the current incident status. • Integrated the Major Incident Process with the xMatters alerting tool. This allowed IT executives to be notified within 5 minutes of a major incident being identified. • Re-designed and maintained the Application Catalog and the System Availability Calculator. • Managed the day-to-day operation of the Infrastructure Monitoring tool (FireScope) and the 3,000+ CI’s tracked within it. Governed 5 other application performance monitoring & logging tools. • Facilitated a project to tie all monitoring applications into a single active alerting tool (xMatters).
Managed a group of 25+ Help Desk agents, located across multiple countries/regions. During my tenure KPI’s such as ASA, FCR, and CSAT scores improved year over year. • Created a knowledge base with key support documentation for all Tier 1 applications. • Managed Help Desk escalations and provided white glove service to senior business leaders. • Appointed to be the Subject Matter Expert for key teams/platforms, such as Messaging and Citrix • Established a detailed process to closely manage Break Glass – temporary granting of admin access to production servers. • Served as technical liaison to Corporate Escalations team and designed technical process and procedure around Sprinklr- a social media management platform. • Maintained a minimum First Call Resolution rate of 85%