Sam Naegle

Veteran Food and Beverage leader with extensive experience managing high-volume restaurant, resort, and hospitality operations. Proven success across all front- and back-of-house functions—from dishwasher to bartender to General Manager and Food & Beverage Director. Successfully opened and scaled operations, including Fat Willy's Family Sports Grill, achieving over $1M in revenue in its first year.

Skilled in P&L management, staff leadership and training, menu engineering, vendor relations, customer experience, and marketing promotions. Known for fostering high-performance teams and delivering exceptional guest service in fast-paced, dynamic environments. Brings additional value through a parallel career in enterprise IT Service Management, with over 14 years of experience managing global ServiceNow platforms and technology integrations.

Combines hands-on hospitality leadership with strategic thinking, technical fluency, and a passion for building efficient, scalable service operations.

ITSM Manager - Whole Foods Market - Austin, TX

(2021-09)

Led administration and platform ownership for the enterprise ITSM ecosystem, managing ServiceNow and OpsGenie, BeyondTrust, and Amazon Connect.

• Designed and executed platform strategies for scalability, automation, and service improvement.
• Developed and governed operational processes around incident, change, and problem management aligned with ITIL standards.
• Collaborated across departments and vendors to optimize workflows and implement efficient solutions that improved response times and platform usability.
• Spearheaded cross-platform integrations (e.g., with AWS DataDog) to streamline operations for over 90 resolver teams.
• Managed platform upgrades, performance tuning, and user training programs.
• Regularly assessed and introduced new capabilities to enhance platform efficiency and user experience.

Major Incident Coordinator (Sr Analyst, Business Systems) - Whole Foods Market - Austin, TX

(2017-05 - 2021)

• Performed the role of Major Incident Manager and Major Incident Coordinator.
• Ensured proper teams were contacted and working Incident through resolution. Provided Stake Holder communications during incident.
• Conducted interviews and observations of day-to-day business process for documentation. Reviewed process and worked with process owners to stream line/improve process with a focus on automation ServiceNow Implementation and testing lead for Incident Tower.
• Led integration for transition from PagerDuty to OpsGenie for over 90 teams.

Business Operations Analyst / ITIL v3 - IO Data Center - Mesa, AZ

(2011-05 - 2016-07)

• Reviewed all changes insuring they complied with company policies, were properly planned for, tested, and communication to stake holders was completed.
• Organized and conducted weekly change calls with CAB and spun up ECAB as needed.
• Championed ITIL best practices.
• Performed the role of Major Incident Manager and Major Incident Coordinator.
• Ensured proper teams were contacted and working Incident through resolution. Provided Stake Holder communications through ought incident.
• Organized and post mortems and provided RFC/RFO communication for external and internal stakeholders.
• Identified problems during Major Incidents and ensured action items were assigned to the proper teams and followed up on through corrective actions.
• Conducted interviews and observations of day to day business process for documentation. Reviewed process and worked with process owners to stream line/improve process with a focus on automation.

Lead TACC Service Analyst / ITIL v3 - IO Data Center - Mesa, AZ

(2011-05 - 2016-07)

Oversaw the documentation, planning, and implementation of TACC/NOC infrastructure and customer-facing solutions. Managed service and change requests, ensuring resolution within SLAs. Collaborated with cross-functional teams to escalate and resolve technical issues, while maintaining system stability and availability.

Developed and improved operational standards and documentation, contributing to a centralized knowledge base. Played a key role in integrating customer requirements into the broader service management model and fostering a culture of high performance and teamwork.

General Manager - Fat Willy's Family Sports Grill - Mesa, AZ

(2008 - 2011)

• Inventory Control
• Design, Costing, and Implementation of Promotion Programs
• Menu Ideas and Costing
• Scheduling
• Daily Business Ledgers
• Payroll
• General Supervision of Property and Staff

Food and Beverage Director - Sierra del Rio Golf Course - Truth or Consequences, NM

(2007 - 2008)

• Inventory Control
• Design, Costing, and Implementation of Promotion Programs
• Menu Ideas and Costing
• Scheduling
• Daily Business Ledgers
• Payroll
• General Supervision of Property and Staff

Food and Beverage Director - Arizona Golf Resort - Mesa, AZ

(2006 - 2007)

• Inventory Control
• Design, Costing, and Implementation of Promotion Programs
• Menu Ideas and Costing
• Scheduling
• Daily Business Ledgers
• Payroll
• General Supervision of Property and Staff

Bachelor of Business Administration - New Mexico State University (2003 - 2003)