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A humble and adaptable leader with advanced IT experience and business acumen with the right balance of initiative, tenacity and tact. Extensive experience in Service Management, and a champion of IT Operational Excellence committed to maturing Services that add measurable value and aligns to the business and customer quality expectations.  Seeking to leverage these strengths in a senior-level enterprise IT position from strategy through execution and continual improvement.


*   Enjoy leading and working as a team with the ability to influence others to gain motivation and cooperation with sensitivity.  

*   Thrive and find satisfaction in mentoring, coaching and observing staff flourish and mature their skills and careers.

*   Recognized as an achievement oriented individual who works well under pressure and is motivated by a challenge.

*   Demonstrate adaptable communication skills, and develop healthy rapport with peers, superiors and subordinates. 

*   Acknowledged for a high level of integrity that is characterized by a trustable image.

*   Strengths are in process improvement and being able to analyze, develop and improve processes and increase efficiency.

*   Driven by quality and performance based measures as an instrument to guide actions towards realistic improvements.

*   Seasoned from the technical & business trenches, with excellent analytical and creative problem solving capabilities.

*   A creative problem solver, who is at home in collaborative environments with an emphasis on a pragmatic approach.

*   Dedicated advocate of many Quality Frameworks and active member of itSMF USA and PNW Local Interest Group.

*   Proven leader of highly visible initiatives across multiple domains and disciplines. 

*   A naturally discerning aptitude to assess multifaceted information resulting in good judgment and decisions.

*   An inclusive approach that naturally brings people together to a unified vision, strategy and improvement tactics.


* BMC Remedy ITSM Suite * CA Unicenter ITAM/ITSM Suite * MS Office * MS SharePoint * MS Project * MS VISIO * Multiple Scripting languages * SQL Database experience * Data Taxonomy & Normalization * Data Transformation (ETL) * Report writing, MS Access, Crystal
Governance & Methodologies
* IT Services Management (ITIL) * Lean Kaizen Everyday * Statistical Process Control (SPC) * ISO 9001, policies & procedures * Architecture methodologies (TOGAF) * Total Quality Management (TQM) * COBIT Controls experience * Analytics, CSF & KPI reporting * Maturity assessments using CMMi * Business process workflow design * Policies, Standards & Procedures * Business Continuity Planning
Interpersonal & Business
* Managing & coaching staff * Leadership & mentoring aptitude * Team dynamics & team building * Project  Management * Vendor Management (Contracts/SOW) * Strategic planning & alignment * Service and Quality orientated * Tech writing & documentation * Speaking & written communications * Training & Development * Customer focused

Work experience

Jan 2004Present


*   ITSM Program & Team Development:  Rallied and matured a detached ITSM team and program into a very mature and proven team of strong performing capabilities of People, Process and Technology operating in harmony.

*   ITSM Strategy & Roadmap:  Initiated, led and coordinated cross-domain participation, to successfully develop and socialize a long and short-term continual improvement plan aligned to organization strategies and objectives.

*   Continual Service Improvement Framework:  Inspired and directed the development of a CSI framework to register all improvement ideas to scope, size and prioritize into formal plans. Brought visibility of the program value enabling support.

*   ITSM Awareness & Training:  Accountable for ITIL skills and learning program.  Guided internal/external resources to bring foundational ITIL language to IT teams, leadership, and advance training for Process Managers and Practitioners.

*   Core ITSM Processes Owner:  Accountable for Change, Problem, Knowledge, SACM and CSI processes.  Guiding Process Managers ensuring processes continually mature in efficiency and effectiveness to meet business quality needs.

*   Measures That Matter:  Initiated, led, and promoted top down (CIO) buy-in for a new Service availability model “Business Impact Index” (BII).  Evangelized value from top to bottom of IT.  Oversaw CSF/KPI framework supporting a weekly ITSM Dashboard incorporating BII into core processes for overall ITS health assessment distributed to CIO down to Directors.

*   ITSM Tools Replacement:  Led several large scale ($3-6M) cross-division ITSM platforms projects.  From business case, requirements definitions, through RFP, POC, Vendor selection, SOW contracts to successful implementations.

*   Service Catalog:  Oversaw the publishing of a Business and Technical Services catalog.  This detailed important attributes like ownership ensuring accountability, and improved service health reporting to Incidents, Problems and Changes.

*   Service Dependency Mapping:  Initiated, promoted, designed and led the operationalization of a unique CMDB approach, which enabled vital information availability that facilitates solid service management practices. Centralized important CI tracking and management, defined up/down stream dependency mapping, maturing ITSM processes resulting in increased Business Service availability, and IT efficiency & effectiveness.

Jul 2011Present

Technical Account Manager

Microsoft Corporation

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