Jeffrey Brown
Technical Project Manager, Business Process Consultant
Palm Coast,FL
Summary
Professional with background in optimizing business processes and driving organizational efficiency. Expertise in streamlining operations, implementing process improvements, and fostering collaborative team environments. Strong analytical skills, adaptability to changing needs, and focus on achieving measurable results. Known for reliability, strategic thinking, and effective communication.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Technical Business Process Consultant
Wells Fargo
02.2015 - 07.2024
- Managed two major Remedy-to-ServiceNow migrations involving CMDB, Configuration Items, and Asset Management.
- Reduced IT non-compliance violations by 70% through analytics, dashboards, and process redesign.
- Provided documentation and training for 5 business lines on ServiceNow ITSM/ITAM applications.
- Served as back-up Scrum Master for compliance teams, facilitating bi-weekly sprints, backlog refinement, and sprint reviews.
- Implemented Kanban workflows (Visual Task Boards) to streamline audit issue resolution, reducing bottlenecks and improving task throughput by 40%.
- Championed Agile adoption within compliance and ITSM workstreams, increasing stakeholder engagement and sprint velocity.
- Led cross-functional Agile teams across five business units during major ServiceNow migrations.
Senior Technical Project Manager
Advantage Technical Resources (at Wells Fargo)
10.2013 - 02.2015
- Improved operational readiness handoffs by two weeks through process refinement.
- Managed the full lifecycle of 50+ infrastructure projects (server, OS, storage, network).
- Coordinated across more than ten business lines and vendors to ensure timely project execution.
Senior Technical Project Manager
Signature Consulting (at Bank of America)
07.2012 - 10.2013
- Delivered two enterprise check deposit infrastructure projects on-time and on-budget.
- Finalized four multimillion-dollar imaging technology initiatives.
- Built SharePoint-based onboarding platform supporting 20 plus project management team members.
Education
Certified System Administrator (CSA) - ServiceNow Platform
ServiceNow University
Global Campus06.2025
ITSM, ITAM, CMDB - SPM & ITSM Implementer
ServiceNow University
Global Campus12.2025
Project Management - Applied Scrum for Agile Project Management
University of Maryland
Global Campus03.2026
Certificate of Technical Studies - Microsoft Office 365 (MS-900)
CED Solutions
Global Campus01.2023
Certificate - ITIL v3 Foundation
Axelos
Global Campus01.2019
Skills
- ServiceNow CSA
- CMDB
- CSDM
- ITSM
- ITAM
- SPM
- REST API
- MID Server
- Integration Hub
- Microsoft 365
- Microsoft Project
- SharePoint
- Business analysis
- Requirements gathering
- Process improvement expertise
Certification
System Administrator (CSA), Certification – ServiceNow, June 2025
Professional Highlights
- Compliance Optimization
- Reduced ServiceNow ITSM and ITAM compliance violations by 70% through the implementation of CMDB best practices, performance analytics, and KPI tracking aligned with ITIL standards.
- Process Automation
- Automated ServiceNow audit workflows using scripted logic, desired state configuration, and REST APIs, decreasing non-compliant asset remediation time by 80% and improving audit readiness.
- Training & Documentation
- Authored and deployed a centralized ServiceNow Knowledge Base for the compliance team, and 5 business lines, replacing redundant SharePoint content, streamlining IT compliance support documentation, and decommissioning SharePoint server.
- Project Delivery
- Successfully led multiple IT compliance remediation projects from scope to closure, achieving 100% on-time delivery and passing all internal ServiceNow audit checkpoints.
- Agile Project Leadership
- Led Agile teams using Scrum and Kanban to deliver over 50 small-scale compliance, infrastructure, and ServiceNow enhancement projects.
- Conducted daily stand-ups, sprint planning, retrospectives, and backlog grooming to ensure timely and scope-aligned deliveries.
- Scaled Agile Implementation
- Facilitated Agile transformation for IT compliance and ServiceNow teams, reducing delivery cycles by 25% and improving stakeholder visibility through sprint dashboards and velocity tracking.
Project/Process Management Skills
- Agile
- Scrum
- Kanban
- Hybrid
- Waterfall
- SDLC
- ITIL v3 Foundation
- Risk & Compliance
- Root Cause Analysis (RCA)
- Audit
Portfolio
FEATURED
ServiceNow CSA
Timeline
Senior Technical Business Process Consultant
Wells Fargo
02.2015 - 07.2024
Senior Technical Project Manager
Advantage Technical Resources (at Wells Fargo)
10.2013 - 02.2015
Senior Technical Project Manager
Signature Consulting (at Bank of America)
07.2012 - 10.2013
Certified System Administrator (CSA) - ServiceNow Platform
ServiceNow University
ITSM, ITAM, CMDB - SPM & ITSM Implementer
ServiceNow University
Project Management - Applied Scrum for Agile Project Management
University of Maryland
Certificate of Technical Studies - Microsoft Office 365 (MS-900)
CED Solutions
Certificate - ITIL v3 Foundation
Axelos
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