Change Manager (Contract) - FM.com
(2024-09 - 2026-04)
- Led enterprise Change Management lifecycle within Ivanti, governing 100+ monthly changes
- Defined and standardized Change Management processes, workflows, and governance frameworks
- Reduced documentation effort by ~30% using AI-enabled tools
- Chaired Change Advisory Board (CAB) meetings, coordinating risk reviews, approvals, scheduling conflicts, and stakeholder communication
- Improved Change success rates and reduced Priority Critical incidents through governance, risk classification, and standardized intake processes
- Enhanced Post Change Review (PCR) framework, strengthening Change processes, Change documentation standards, and continuous improvement practices
- Partnered with technical support teams and leadership to improve operational discipline and Change adoption across the organization
Change Manager (Contract) - TForce Freight LTL
(2023-08 - 2024-05)
- Owned enterprise Change Management framework, defining governance and KPIs
- Developed process documentation and SOPs, improving audit readiness
- Established CAB governance model and approval controls
- Implemented ServiceNow dashboards, improving visibility into Change performance
- Embedded Change Management into delivery workflows
- Supported the first successful Change audit in three years
Service Desk Manager (Contract) - TForce Freight LTL
(2023-03 - 2023-08)
- Led Service Desk operations and standardized workflows and metrics
- Implemented Knowledge management framework, improving productivity by 15%
- Defined CMDB structure and documentation standards
- Trained Service Desk vendor on workflows and performance metrics
Service Desk / Major Incident / Knowledge Manager (Contract) - Owens & Minor
(2021-02 - 2023-03)
- Led enterprise Major Incident Management operations for high-priority production incidents across global healthcare logistics environments
- Developed and governed Incident, Major Incident, and Knowledge Management processes aligned to ITIL best practices
- Established Post Incident Review (PIR) framework focused on root cause analysis, service recovery improvement, and prevention of recurring incidents
- Designed and delivered Major Incident Management training for eight analysts, improving escalation readiness and operational consistency
- Partnered across infrastructure, operations, and application support teams to improve escalation workflows, communication standards, and service recovery timelines
- Built KPI reporting standards supporting continuous improvement initiatives for Incident and Major Incident Management
Service Desk / Major Incident (Contract) - Owens & Minor
(2020-09 - 2021-02)
- Supported Incident and Major Incident processes and communication
- Supported CMDB documentation within ServiceNow
- Contributed to RCA and reporting frameworks
- Led Major Incident Management framework and escalation processes
- Defined and governed Incident, Major Incident, and Knowledge processes
- Established PIR framework for root cause and continuous improvement
- Served as primary escalation lead during critical Incidents, coordinating technical teams, executive stakeholders, vendors, and operational leadership through resolution
- Directed bridge calls and Incident communications for SEV-1 and high-impact operational events, ensuring structured triage, ownership tracking, and stakeholder alignment
Service Desk Manager Americas - Alfa Laval
(2011-09 - 2020-02)
- Led global Service Desk operations supporting 1,000+ users
- Implemented ITSM processes and documentation frameworks
- Managed Asset Management (HAM/SAM) aligned to SDLC
- Delivered training and process documentation
- Achieved $10K+ cost savings through process improvements
Earlier Experience
- Led Service Desk operations supporting 1,500+ users across distributed environments
- Implemented ITSM processes (Incident, Change, Configuration)
- Defined roles, training programs, and service standards
- Supported governance through asset tracking, CAB participation, and Problem Management
