January 2012 - I joined Eagle Alliance as the Quality Manager for the Architecture and Engineering dept.
November 2010 - I lead the effort to re engineer the enterprise Change Management process for Allegis Group (a global staffing company with over 7 Billion in annual revenue).
July 2009 - I lead the effort to replace the ITSM Incident/Request/Problem/Change management tool for Allegis Group. This was not only for the internal operations but for several clients (we provided Service Desk services)
Previously to this I lead several efforts over the years primarily around Enterprise monitoring and alerting efforts.
I have experience with a multitude of ITSM tools, leading teams of engineers, leading technology as well as process projects, and conducting ITIL based assessments. I have lead several CSI efforts with positive results (some not so positive) and have worked hard to introduce the concept of understanding the customer's outcomes as the basis for our targets and goals - and not focusing on our activities as our targets and goals.
I have several ITIL and ISO 20000 certifications.