I bring a strategy- and value-centric business perspective to IT Service Management. Among my strongest assets are the ability to collaborate toward shared team goals and to support others through effective knowledge management. Strong organizational, communication, and leadership skills are essential to managing people well, and these are skills I have developed and demonstrated throughout my career. I have successfully made the transition from technologist to business leader by relying on fact-based decision making and the rigorous evaluation of strategic alternatives.
For more than 20 years, I have focused exclusively on IT Service Management—17 years as an advocate, trainer, and consultant credentialed across all levels of ITIL and ISO/IEC 20000, and three years prior as a practitioner. My broader IT career spans 30 years, with a primary concentration in infrastructure project management. I hold certifications in many of the leading IT governance frameworks and have the depth of experience needed to integrate them in combination, delivering greater value than any single framework can provide on its own.
As an Instructional Designer, I partner with process owners to build training roadmaps that align with the process improvement lifecycle. Because not every ServiceNow capability is implemented on day one, this phased approach is essential. Drawing on 15 years of authoring accredited ITIL courseware, I design customized training that reflects each organization’s business processes—adapted from industry best practices and tailored to their ServiceNow implementation.
I earned my Master of Business Administration (MBA) from Southern Methodist University (SMU) in Dallas, Texas. I also hold a Master of Science in Management Information Systems and a Bachelor of Science in Business Administration, both from the University of Texas at Dallas. My professional certifications include the Project Management Institute’s Project Management Professional (PMP), Certified Information Systems Auditor (CISA), ITIL V2 Service Manager, ITIL V3 Expert, and Accredited ISO/IEC 20000 Consultant (both EXIN and itSMF).
As a consultant with major national consulting firms, I have led engagements in product strategy, total cost of ownership (TCO) analysis, and product recommendations. I am eager to apply this experience to help organizations select and implement IT Service Management solutions with a clear focus on both effectiveness and efficiency.
Projects
ServiceNow Business Process Analyst / Instructional Designer (CSM) (2024 – 2026)
As a Business Process Analyst, I translated raw notes and stakeholder input into BPMN process workflow diagrams. I built the current-state (“as-is”) swimlane model first, validating with the client how the existing process operated, then iterated toward a future-state (“to-be”) flow that leveraged ServiceNow’s out-of-the-box capabilities and industry best practices.
Stakeholder workshops defined the field-level requirements: which fields appeared on the form, mandatory versus optional behavior, default values, dependent fields, reference qualifiers, choice list values, UI policies, client scripts, data policies, role-based view rules, and form section layouts. I broke epics into right-sized user stories and attached the relevant BPMN snippet to each, ensuring every story was complete and testable. I also maintained a requirements traceability matrix so every story could be traced back to a specific process step and the underlying business requirement.
As a Business Process Analyst it was a smooth transition from mapping the process, forms and fields, to develop the training for the CoWorkers based on the stakeholder’s business process requirements.
Instructional Designer / Trainer: The Scope of the ServiceNow training project was to enable Managed Service’s CoWorkers to effectively understand and use the new ServiceNow instance of newly aligned processes ion Day 1 when the aligned processes are live in a new ServiceNow instance.
The components of the Training program included the following deliverables for each process in scope:
- Training Presentation
- Live Demos of process activities
- Hands-On Lab activities
- Quick Reference Guides (QRGs) (How To KB articles)
- Scheduled Live Training Sessions
- Produced videos of training lessons(On Demand)
ServiceNow Instructional Designer (PPM) (2022 – 2023)
ServiceNow Instructional Design, Trainer
The project’s scope was to further integrate an existing ServiceNow instance with activities being performed outside of the platform. The client was maturing their ServiceNow Strategic Portfolio Management (SPM) processes, but several key activities—such as Estimation and Demand Management—were still executed outside of ServiceNow prior to project chartering. A dedicated project was established to manage these non-native activities, and training was essential to ensure a smooth transition between the different management systems.
Customized training was developed for ServiceNow Project Portfolio Management, covering:
- Program Management
- Demand Management
- Resource Management
- Project Management
ServiceNow Instructional Designer (2022)
ServiceNow Instructional Design, Trainer
Develop and deliver training on ServiceNow Project Portfolio Management (PPM) based on the client’s internal needs and documented business process.
The project’s was to begin the utilization of ServiceNow’s Project Portfolio Management (PPM).
i substantial one 6 o’clockntegrate an existing ServiceNow instance with activities being performed outside of the platform. The client was maturing their ServiceNow Strategic Portfolio Management (SPM) processes, but several key activities—such as Estimation and Demand Management—were still executed outside of ServiceNow prior to project chartering. A dedicated project was established to manage these non-native activities, and training was essential to ensure a smooth transition between the different management systems.
Customized training was developed for ServiceNow Project Portfolio Management, covering:
- Program Management
- Demand Management
- Resource Management
- Project Management
ServiceNow Trainer (2021)
Deliver in-depth training on ITIL and ServiceNow administration fundamentals. Using my 30 years of experience in IT (20 years in IT Service Management & Project Management, the students learn how to utilize the ServiceNow platform to manage real life events. The ServiceNow training runs the range of activities of general ServiceNow administration and basic application development. (basic table/form/menu).
The scope of the training included:
- ServiceNow administration fundamentals
- ITIL 3 Foundation
- SCRUM.
This multi-week course was developed as part of a new hire program to accelerate learning for new ServiceNow system administrators.
ServiceNow Trainer (2020)
Develop content and provide training to customer on ServiceNow Administration with a strong emphases on IT Service Management.
Develop ITIL 4 Courseware (2015 – 2021)
Developed a full catalog of accredited ITIL courseware as an Authorized Training Provider.
I owned and operated a independent ITSM training firm that provided accrediated training for ITIL as accreaditated by Peoplecert.
As an ITSM process expert, I also consulted with clients during the tool implementation phase of projects to document their processes to ensure the processes were able to achieve the benefits of automation.