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Work Background
Rimini StreetSr. Principal Domain Architect, ServiceNow Platform
Sep. 2024Dallas, Texas, United States
Alcor Solutions Inc.Professional Services Customer Success ServiceNow Program Manager
Feb. 2021 - Jul. 2024Dallas, Texas, United States• Utilize strategic thinking and effective communication to guide leadership and teams, ensuring alignment between strategy and execution while adapting to evolving business needs.
• Worked with multiple stakeholders from ideation to operations scaling 66% growth over 3 years to achieve 200% ROI.
• Solution, ship and support products and processes leveraging OOTB ServiceNow including ITSM, Release, Knowledge, Asset Lifecycle(HAM & SAM), Discovery, Configuration Management, Virtual Agent, Strategic Portfolio Management, CMDB, Service Mapping, Service Levels, Vendor Management, ITOM, DEX and AIOps
• Coach and manage business process consultants in working with stakeholders to compile stories, organizational changes and highlight business value provided by the ServiceNow products.
• Oversee program activities from inception to completion, including managing timelines, tasks, risks, dependencies, and stakeholder communication.
• Collaborate with stakeholders to define program deliverables, estimate work efforts, and develop business and technical requirements.
Grok, LLCEngagement Manager
Jan. 2017 - Feb. 2021Dallas, Texas, United States
ServiceNowPrincipal Engagement Manager
Aug. 2015 - Nov. 2016Dallas/Fort Worth Area• Scrum Master deploying ServiceNow platform for managed service provider partners taking the engagements through from pre-sales to go-live.
• Managed multiple projects in varying sizes and resource skills.
• Established cadence and relationships with partners and customers to contribute to overall success.
• Projects included ITSM, Asset Management, Incident Management, CMDB, Request Management, Services Catalogs, Knowledge Management, Problem Management and Change & Release Management.
UnisysPortfolio Offering Architect
Jun. 2012 - May. 2015Dallas/Fort Worth Area• Developed initial go-to-market strategy for ITSM “as-as-Service” product offerings that culminated into $20MM revenue target. • Managed vendors and multiple product development teams to produce Service Management base product and 30+ launch artifacts including architecture, business case, cost model, SOW template and tiered pricing templates.
• Contributed to 3-year product road map that included technical and marketing requirements as well as prioritization of each requirement to objectively ensure the most revenue with the least amount of investment. • Product evangelist to internal teams and partners as well as presenting to Senior VP’s and CTO.
UnisysClient Architect
Sep. 2011 - Sep. 2012Dallas/Fort Worth Area• Responsible for scoping, sizing and constructing client-specific ITSM solutions leveraging standard services and practices. • Provided leadership internally and with clients of the solution processes of IT Outsourcing sourcing engagements with multinational teams.
WiproSolution Delivery Architect
Dec. 2008 - Sep. 2011Dallas/Fort Worth Area• Worked with data center teams to develop integrated cloud automation processes to support both public and private cloud offerings for managed services operations for telecom manufacturer.
• Worked with executives and marketing teams to transform service offerings to align to cloud offerings.
• Deepened relationships with customers to assist with IT executives’ long-term planning.
• Provided vision and CMDB data considerations to migrate major telecom manufacturer and services provider toward a cloud computing environment.
• Managed entire solution team of 48 engineers which resulted in 100% customer satisfaction survey rating.
Gen-EManaging Consultant
Sep. 2006 - Dec. 2008• Created ITIL-adoption strategy to align business needs with IT immediately saving over $360,000 the first year.
• Engagement Manager for Asset Management of customer’s retail assets across the US resulting in an estimated $650,000 NPV.
• Project Manager for the migration of a custom application for 160 retail end-users at over 1000 stores. • Project Manager and Lead Architect for ITSM migration and integration with 3rd party billing system.
• Project Manager for client’s outsourced call center to update the service fulfillment process.
Capital One Auto FinanceITO Vendor Manager
Mar. 2003 - Aug. 2006Plano, Texas• Project manager for $40MM IT outsourcing project that included Service Center, Desktop Support, Data Center Services, Facilities Management, System Administration and Asset Management.
• Contributed to the implementation of Vendor Management Office.
• Managed vendor contract portfolio totaling over $22 million annual spend.
• Managed all aspects of ITSM platform for auto division.
RemedyGuy ConsultingPrincipal Consultant / Owner
Jul. 2000 - Mar. 2003• Interim CTO of bio-medical imaging company to implement company-wide technology and business process enhancements.
• ITSM consultant and programming services to petroleum company for a global deployment of Remedy-based customized applications. • Built and integrated custom telecommunications provisioning application based upon Remedy AR System.
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