ITIL Expert. Full service lifecycle. ServiceNow at enterprise scale.
23+ years applying the complete ITIL framework — from Service Strategy through Continual Service Improvement — across Fortune 500 firms, defense contractors, federal agencies, and global aviation operations. Hands-on deployment and governance of ServiceNow across ITSM, HRSD, IRM/GRC, and ITOM, covering 40,000-user enterprises and 70+ global locations. The highest ITIL practitioner certification held: ITIL Expert.
As an ITIL Expert — the highest practitioner certification requiring mastery across all lifecycle stages — every engagement is governed across the complete ITIL framework. Each stage is operationalized with defined processes, roles, metrics, tooling, and continuous improvement cycles. This is not advisory knowledge; it is hands-on deployment across organizations from 3,500 to 40,000 users.
Hands-on deployment, governance, and roadmap leadership for ServiceNow across its full module suite — from the enterprise ITSM platform for 40,000 users at a Fortune 500 firm, to the go-to-market IRM product built at a Big 4 consulting firm, to ITSM transformation for a U.S. Army aviation enterprise.
Governed enterprise ServiceNow ITSM for 40,000 users — standardizing Incident Management, Problem Management, Change Management (CAB), and Service Request Fulfillment across IT, HR, and Service Desk. Achieved 20% Help Desk demand reduction through AI-enabled automation integrated with ServiceNow.
Led the end-to-end design, integration, and deployment of a ServiceNow IRM solution digitizing an enterprise Integrated Risk Management framework at a Big 4 firm — automating risk assessments, issue lifecycle management, control testing, and regulatory response. Selected as 1 of 2 globally funded go-to-market investments.
Governed ServiceNow HRSD for joiner-mover-leaver (JML) automation and HR Tier 1 request fulfillment. Deployed Dynatrace ITOM integration for automated event correlation, CMDB enrichment via auto-discovery, and proactive incident prevention.
Designed and governed enterprise Service Catalogs across multiple organizations — defining service definitions, SLA targets, fulfillment workflows, approval routing, and escalation paths. Drove self-service adoption that delivered measurable Tier 1 deflection.
Established CMDB and IT Asset Management (ITAM) as formal disciplines — enabling systematic CI tracking, lifecycle governance, and accurate configuration data supporting incident, change, and problem management across 70+ global locations.
Designed and enforced SLA / OLA governance frameworks across all ITSM process areas — with KPI dashboards, breach management, vendor accountability, and executive reporting delivering real-time service performance visibility to senior leadership and audit stakeholders.
ITSM is not a framework applied in isolation — it is the operational backbone that ties together every other practice area. Across 23+ years, ITSM principles governed every program, every platform, and every service delivered.
Deep practitioner expertise across every ITIL process domain — not just framework knowledge, but hands-on process design, implementation, governance, and continual improvement across organizations of every scale and sector.
ITSM is not a standalone discipline — it is the operational thread running through every other pillar. The table below shows how ITIL and ServiceNow governance integrates with and enables each area of expertise.