Certified IT Service Management Professional (ITIL Expert) with experience managing complex IT Service Portfolios for mid-large size organizations; currently serve as portfolio manager of the City’s IT Service Portfolio servicing 40 business units and 7,500+ business users. Certified Project Management Professional (PMP) skilled at driving enterprise application, IT systems, and agile development initiatives. Hands-on experience in developing strategies, tactical plans and implementation road maps to support all phases of the service management life cycle (strategy, design, transition, operations, and continuous improvement). Outstanding time, resource, and financial control; noted for keeping schedules on track, meeting stringent service level agreements (SLA), and delivering IT projects and business services on time and within budget. Superior communication, negotiation, and executive-level presentation skills; easily form positive relationships with customers, teams, and senior-level stakeholders. Lead project teams in the development and implementation of new service management processes or improvements to existing processes within the ServiceNow platform. MBA in Information Technology Management, with Bachelor's degree in Computer Science.