ServiceNow Certified Implementation specialist (ITSM, CSM, HAM) and Certified Systems Administrator (CSA). Over 20 years of experience in IT Operations and Service Management using ITIL best practices. ITIL Foundation Certified. Designing, Implementing and supporting ITIL Processes, using leading IT Infrastructure Operations and Service Management tools. Experience in Project and Program management using Agile/Scrum and Waterfall methodologies.