Managed complete lifecycle from research, evaluation, procurement, design, configuration, testing, training, and go-live.
Incident Management
2015 & 2018 - Collaborated on the design, configuration and implementation of ITIL based Incident Management. Developed policies and procedures, and training documentation. Developed SLA's with business units and management. Worked with product partners to develop reporting and monthly metrics. - Cardno Ltd. (EasyVista & ServiceNow)
Service Request Management
2015 & 2018 - Collaborated on the design, configuration and implementation of ITIL based Service Request Management. Developed policies and procedures, and training documentation. Designed SLA's with business units and management. Worked with product partners to create reporting and monthly metrics. - Cardno Ltd. (EasyVista & ServiceNow)
Continual Service Improvement
2015, 2018 & 2020 - Leveraging standard best practices, developed and implemented continual service improvement in all ITIL areas. Using surveys, reporting, and audit data to present recommendations to the service owners. - Cardno Ltd. (EasyVista & ServiceNow) & Moffatt & Nichol (Kaseya Vorex)
Change Management
2015, 2018 & 2020 - Introduced, configured, trained and implemented ITIL based IT Change Management. - Cardno Ltd. (EasyVista, ServiceNow) & Moffatt & Nichol (Sharepoint)
Knowledge Management
2015, 2018 & 2020 - Introduced, configured, trained and implemented KCS based Knowledge Management process, procedures and reporting. - Cardno Ltd. (EasyVista, ServiceNow) & Moffatt & Nichol (IT Glue)
Problem Management
2018 - Introduced, configured, trained and implemented ITIL based Problem Management in the ServiceNow platform. Developed processes, procedures and training documentation. - Cardno Ltd.
Major Incident Management
2019 - Introduced, configured, trained and implemented ITIL based Major Incident Management in the ServiceNow platform. Developed processes, procedures, and training documentation. - Cardno Ltd.
2020 - Developed and published Major Incident Management policies and procedures. - Moffatt & Nichol
CMDB/Data Mapping
2019 - Collaborated with Network and Infrastructure teams to implement CMDB using the ServiceNow Discovery tool. Began to develop upstream and downstream data maps. - Cardno Ltd.
NIST 800-171 Security Compliance
2020 Projects - Moffatt & Nichol
Mobile Device Management
Data Loss Prevention
OS & Third Party Patching
Self-Service Software Catalog
Removal of local admin rights
Formalized Security Related Policies and Procedures
Service Catalog & Self Service Portal
2015 & 2018 - Collaborated on Service Catalogs and Self Service Portal functionality with multiple stakeholders and development partners. Implemented, trained, and maintained catalogs. - Cardno Ltd. (EasyVista & ServiceNow)
Hardware & Software Asset Management
2015 - 2019 - Planned and designed hardware and software asset management process life cycle. Developed and implemented policies and procedures. - Cardno Ltd. (ServiceNow)
Windows 7 - 10 Upgrades
2018 - 2500 PC's located in over 200 offices in US, Canada, Latin America, and Europe. - Cardno Ltd.
CCPA Compliance
2020 - Took over existing project that had stalled out and brought it to completion. - Moffatt & Nichol