About me

15+ years of IT Operations and Service Management experience. International experience working in USA, Germany Mexico and other Latin American countries. Helping multiple Fortune 500 companies build Service Desks, implement ITIL best practice and improving their IT Service Delivery.

Started my career at a help desk and moved into systems administration and landed in IT Governance. Specializing in the pillars of ITSM. I possess the understanding and wisdom of how end to end services are supported and structured. Most of my expertise is in ServiceNow and ITSM.

Specialties

Incident 
Management

Get your daily fire drills under control and restore services to normal

Problem 
Management

Investigate the causes of your fire drills and work to permanently fix them

request 
Management

Get end to end fulfillment transparency of requests including managerial financial and IT Security approvals

Change 
Management

Properly evaluate risk of making changes to your environment

knowledge 
Management

Document answers to managed recoveries, known errors workarounds and move away from single points of failures

configuration 
Management

Understand what apps and infra you have and their relationship to each other and the business

Governance

Charters

Get your ground rules in order and give everyone a voice through defined governance and quorum
Operational
Frameworks
Setup support structures that support business capabilities and enable IT to partner with business stakeholders 

By the numbers

15 years of ITSM
Professional IT Service Management experience since 2006. From operations to governance. Utilizing global ITIL best practices and industry standards for customer experience and service
7 years of ServiceNow
Multiple ground up deployments. Core module implementations of Incident, Problem, Change, Release, Knowledge, Request, Outage, Discovery, CMDB, CSDM and more
4 Fortune 500 Companies
Veteran of the corporate world. My professional journey has allowed me to work with top companies in healthcare , life-science, Home building and Infrastructure
60+ Certifications & Trainings
ServiceNow, ITIL, ITSM, IT Security, Microsoft, FEMA, CISA, Amazon and WHO account for 63 of my certs and trainings
Contact Me