Raleigh, North Carolina, United States
Service Catalog & Request Manager, IT Service Excellence Team. ITIL Process Owner for Service Catalog Management and Service Request Management.
ITIL Process Owner, IT Service Excellence Team. Service Catalog Management: Design, govern, and continually improve the Service Catalog Management process so that all operational and requestable IT services are well-documented, up-to-date, and effectively communicated to users and stakeholders. Enforce standards, policies, and procedures for the Service Catalog. Create and maintain Policy and Process documentation for Service Catalog Management, including appropriate workflow diagrams and screenshots. Oversee the Catalog Item Review Board, collaborating with Service Owners and the IT Service Management team to maintain the Service Catalog, ensuring that new and updated Catalog Items adhere to agency design and content standards. Define and monitor metrics for maintaining and improving the Service Catalog. Ensure that all relevant staff are trained when updates or changes to the Service Catalog Management process occur. Service Request Management: Define, maintain, and continually improve the Service Request Management process to meet business needs and support service quality and efficiency. Enforce standards, policies, and procedures for Service Requests. Create and maintain Policy and Process documentation for Service Request Management, including appropriate workflow diagrams and screenshots. Define and monitor KPIs and metrics for maintaining and improving the Service Request Management process. Ensure that all relevant staff are trained when updates or changes to the Service Request Management process occur. Governance: ITSE Governance Board Chair. Other Duties: ITSM Process Support (including On-Call support). Service Transition Readiness Support. Disaster Recovery Support.
Eastern Data Center Operations Team Worked with all sections of the Enterprise Operations Division. Consulted with Managers, Service Owners, ITIL Process/Practice Owners, and Team Members to craft various types of technical documentation. These included Best Practices, Charter, Knowledge Articles (KCS, ServiceNow), Policy & Process, Custom Procedural (ServiceNow, Drupal, Digital Solutions, etc.), User Guides, Service Level Agreements (SLAs), Standard Operating Procedures (SOPs), Method of Procedure (MOPs), Disaster Recovery, Training Materials, and Troubleshooting Steps, among others. Adapted to customer requirements for any kind of documentation needed.
Contractor, IT Service Excellence Team. Worked with ITIL Process/Practice Owners and agency Team Members to craft various types of technical documentation. These included Knowledge Articles (KCS, ServiceNow), Policy & Process, Custom Procedural (ServiceNow, etc.), User Guides, Service Level Agreements (SLAs), and others. ITIL processes supported included Incident Management, Service Request Management, Change Management, Configuration Management, Knowledge Management, and Service Desk. Additional support included Business Relationship Management, Human Resources, Endpoint Management, Enterprise Collaboration Services, and others. As an ITIL Process Coordinator: Supported the Service Request Manager, verifying Catalog Item details, logging updates and improvements, and testing workflows in the Test Environment of ServiceNow.
Author of "Dead Man's Curve: The Rock 'n' Roll Life of Jan Berry (McFarland & Co., 2021). Award: Certificate of Merit, Best Research in Recorded Rock or Popular Music (ARSC 2022). Author of "The Jan & Dean Record" (McFarland & Co., 2016). Author and Cartographer of "The Old North State At War: The North Carolina Civil War Atlas" (NCDNCR 2015). Awards: Leadership in History Award, American Association for State and Local History (2016); and the North Caroliniana Book Ward (best book about N.C.), North Caroliniana Society, Chapel Hill, N.C. (2015). Author of "The Wilmington Campaign and the Battles for Fort Fisher" (Savas, 1999). Author of "The Battle of Bentonville" (Savas, 1997).
Researched and created numerous maps for Civil War publications and various other works of history. My maps have been published by W. W. Norton & Company, Da Capo, Savas, Stackpole, University of North Carolina Press, University Press of Kentucky, University Press of Kansas, Kent State University Press, Harlan Davidson, North & South Magazine, Hallowed Ground Magazine, Civil War Trails, Civil War Preservation Trust, History Division - United States Marine Corps, North Carolina Office of Archives & History, North Carolina Historical Review, Tarheel Junior Historian Magazine, and others. My work has also been featured at various N.C. historic sites and museums. Authors whose works have featured my maps include: Steven E. Woodworth, Brian Pohanka, William J. Miller, Lesley J. Gordon, John Coski, D. Scott Hartwig, Chris Hartley, Terry L. Jones, William S. Powell, Mark Bradley, Chris Fonvielle, Eric Wittenberg, Joshua B. Howard, Lawrence Babits, Joe Mobley, William Link, Werner Sollors, and many others.
Editor for "The Pied Piper of Woodstock,"a memoir by Artie Kornfeld. (Spirit of the Woodstock Nation, LLC, 2009).
Manuscript editing and indexing
Military history manuscripts.
Website maintenance (Dreamweaver, Dotnetnuke) and GIS (ArcMap). Managed domain name inventory. Created, edited, and posted web content. Posted agency-wide materials from internal Development to live Production environments.