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Work Background
Tata Consultancy ServicesSenior ITSM ServiceNow Business Consultant
Apr. 2024Houston, Texas, United StatesIn my current capacity, I lead the design and execution of comprehensive ITSM roadmaps, managing the full lifecycle of ServiceNow solutions—from conceptualization to post-deployment optimization—ensuring they are fully aligned with business priorities and consistently deliver measurable value. I spearhead the customization and optimization of ServiceNow ITSM modules (Incident, Change, Problem, Service Catalog), fine-tuning them to maximize operational efficiency and support business goals. My role also involves driving seamless ITSM transformations by integrating ServiceNow with existing IT infrastructures, streamlining processes, reducing costs, and enhancing service delivery. As a trusted advisor, I collaborate closely with stakeholders, presenting impactful demos and tailoring solutions that perfectly align with their business needs. I guide clients through effective change management processes to ensure high user adoption and seamless process integration.
Apex SystemsITSM Service Operations Manager
Jul. 2022 - Apr. 2024Houston, Texas, United StatesI championed the integration of Service Portfolio Management, Service Catalog Management, and Service Level Management to elevate service delivery and optimize business value. Leading a skilled technical team, I successfully delivered ServiceNow ITSM services to both Chevron's IT and non-IT communities, ensuring seamless operations. I provided strategic guidance for the ServiceNow platform, enhancing risk mitigation and improving reporting processes. Additionally, I worked with key ITIL roles to design comprehensive service solutions that significantly boosted operational efficiency and service quality.
KEMET Electronics CorporationManager of ITSM – ServiceNow Platform Owner – IT Service Delivery and Infrastructure
Mar. 2020 - Jul. 2022RemoteI took charge of leading the ITSM team, driving forward initiatives to enhance service management processes across knowledge management, change management, and incident management, thereby delivering operational excellence. Managing key project stakeholders, I successfully led high-value ServiceNow projects, optimizing business value and achieving optimal outcomes. Acting as the primary voice for customer needs, I provided valuable business insights to prioritize and develop solutions, ensuring optimal service delivery and client satisfaction.
DeloitteSenior ITSM – ServiceNow Solutions Consultant
Nov. 2018 - Mar. 2020RemoteIn this capacity, I led ServiceNow deployments, leveraging cutting-edge methodologies such as Agile, ITSM, and OCM to guide clients through digital transformations and service optimizations. In addition to this, I collaborated with the sales team to assess customer needs, translating those insights into tailored solutions that drove service excellence and optimized client outcomes. My role focused on ensuring smooth service transitions and transforming service delivery models for enhanced performance.
DXC TechnologySr. ServiceNow Technical and IT Service Management Consultant
Nov. 2017 - Nov. 2018Mclean, VirginiaDuring my tenure, I led impactful ServiceNow ITSM consulting engagements for PricewaterhouseCoopers (PwC), driving significant process improvements and enhancing service delivery. My responsibilities included guiding clients through ITIL and ServiceNow implementations, facilitating insightful workshops, and delivering "Train-the-Trainer" sessions. Additionally, I engineered integrations and automated processes, optimizing both core and custom applications to improve service efficiency.
ChevronITSM Engagement Manager
Apr. 2013 - Oct. 2017Houston, Texas AreaIn this role, I was entrusted with the overall accountability of spearheading the global ITSM adoption at Chevron, leading the implementation of critical ITSM processes across the organization. As a subject matter expert for the Service Portfolio Implementation Project, I played a pivotal role in designing and deploying the Service Catalog. I also managed the IT Service Desk process, ensuring compliance with business requirements, SLAs, and OLAs across the global organization. Through process optimization, I improved first-call resolution rates and fostered stronger customer relationships, driving higher levels of satisfaction and operational efficiency.
VerizonGlobal IT Service Delivery & Project Manager
Jun. 2006 - Apr. 2013Raleigh-Durham, North Carolina AreaEarlier, I spearheaded 6 regional service delivery managers for a $550M global outsourcing contract, supporting clients such as ABN Amro, RBS, Morgan Stanley, and Bank of America. Moreover, I ensured seamless coordination and execution of large-scale service delivery projects, optimizing operational performance and client satisfaction across multiple regions.
SprintIT Service Delivery Manager/Technical Project Manager
Dec. 1999 - Jun. 2006Reston, Virginia, United StatesIn my capacity as Service Delivery Manager/Technical Project Manager, I supervised a team of 15+ technicians across technical projects, aligning business needs with technical solutions for clients like FDIC and Invacare. In addition, My focus was on delivering efficient IT service management and project execution while ensuring technical solutions met client specifications and organizational goals.
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