William Carl Farmer
Austin,TX
Summary
Dynamic and high-performance Senior ITIL and Six Sigma certified leader/mentor and Project/Program Manager. Thrives on proactively solving problems and embodying the principles of Servant-Leader management. Successfully saved multiple companies over $50 million through insightful long-term planning, cutting-edge technology implementation, and effective cross-departmental conflict resolution. Strong focus on data-driven analytics and metrics, driving a culture that values continuous improvement. Served as an ITSM Champion for several companies, overseeing the deployment, training, process creation, and implementation of BMC Remedy, ServiceNow, and Cherwell ITSM tools. Deep passion for and extensive knowledge of ITIL/ITSM Principles ensures customers receive fully transparent services throughout the project journey, utilizing strategic and tactical OCM methods.
Overview
2025
2025
years of professional experience
1
1
Certification
Work History
ITSM Service Request Management Consultant (Backup Process Owner)
ITIL, Warner Brothers Discovery
- On assignment w/Holistic Partners, Responsible for providing ITIL industry best practice standards and guidance for Service Level Management for support of a merger of two companies into one ServiceNow instance
- Designed and developed naming convention for SLAs, OLAs and UCs
- Collaborated with customers to ensure exact SLA contractual requirements are met
- Created new and Enhanced existing Policy, Process and Procedure documents
- Developed and built CSF’s (Critical Success Factors) and KPI’s (Key Performance Indicators)
- Developed and approved training materials for users
- Active member of the SMO and PMO
- Created Start/Stop/Pause/Resume/Cancel conditions for Incident/Problem/Change/Request SLAs for internal and external customers such as COGNIZANT, CAPGEMINI, and PDG
- Developed ServiceNow dashboards and reports for customers and internal management
- Helped Design Service Catalog
- Worked with customers to build logical catalog items that met customer needs
- Developed Request Item approval process workflow for critical security requests
- Integrated Service Tiers and Priority (P1-P4) to trigger SLA Response and SLA Resolution SLA’s
- Utilized Common Servies Data Model (CSDM) to ensure CI’s were related to Service Offerings
ITSM
ITIL
- Incident Manager, Regional Process Owner, and Customer Service point of contact for 9K+ customers worldwide, including North & South America, Europe, and Australia
- Managed all activities and efforts of both the Problem Manager and Knowledge Manager
- Directed routine Root Cause Analysis (RCA) sessions with IT Team Leads for mitigation
- Finalist for HDI Manager of the Year award in 2010
- Managed and mentored world class team that performed issue troubleshooting / resolution and risk mitigation implementing results of RCAs into Knowledge Management Documents
- Six Sigma Project Sponsor for multiple IT Solutions projects that improved velocity and quality
- Built new and improved existing processes resulting in CSI (Customer Satisfaction Index) improvement of 25% over the previous year and acquired a worldwide customer satisfaction rating of 9.6 out of 10
- Built KPI (Key Performance Indicator) performance dashboard for Incidents and Problems
- Reported metrics / analytics to C-Level Management weekly / monthly
- Utilized the BMC Remedy and Service Now Ticket systems
- Managed Development of IT Service Catalog and CMDB
- IT representative (4 years) for Enterprise DRP and BCP Oversight and Governance teams.
ITSM ATPM Senior Consultant
ITIL, EXPEDIA Group
07.2024 - 02.2025
- Assignment w/APEX Systems, Responsible for providing ITIL industry best practice standards and guidance for ATPM (Application Technology Portfolio Management) for deployment of technology to the enterprise
- Aligned Business Applications to Capabilities and Associated Services for 34 total domains
- Held 3x Weekly Office Hours to train Enterprise Architects on effective data entry policies
- Created and communicated weekly ‘scorecard’ for completion metrics to stakeholders
- Created new and Enhanced existing Policy, Process and Procedure documents
- Created ServiceNow Enterprise Architecture Workspace Dashboard filters/reports
- Developed report widgets to support Trend Reports and email delivery to specific groups
- Designed ATPM Assessments to acquire functional/technically fit dispositions
- Worked with ServiceNow customer support for questions regarding development
Service Level Management Consultant (Process Owner)
ITIL ITSM
06.2023 - 07.2024
ITSM Knowledge Management Consultant
ITIL, Ramsey County
09.2021 - 03.2023
- Months
- Responsible for providing ITIL / IT Service Management industry best practice standards and guidance for Knowledge Management
- Ramsey County began their Knowledge Management journey and required effective leadership on how to build, implement and deliver knowledge throughout the organization
- This included the need for leadership using the Avanti Cherwell ITSM platform
- Conducted requirements analysis through organizing internal forums, focus groups, and surveys on Knowledge Management strategies
- Designed and proposed Knowledge Management “Roadmap” to Executive stakeholders
- Developed Policy, Process and Procedures documents
- Developed and built KPI’s (Key Performance Indicators) for Knowledge Management discipline
- Developed training materials and trained internal L1 Service Desk staff and management
- Developed and trained staff on “Editorial Standards” for Knowledge developers
- Facilitated the roll out of Knowledge Management initiatives through demonstrations, presentations, training documentation, and training workshops
- Recommended improvements as necessary using Continuous Service Improvement (CSI)
- Represented Ramsey County in several system and design review meetings with Avanti MSP to ensure processes were delivered within the tool
- CMDB Development – Managed with both ServiceNow and Cherwell ITSM Platforms.
IAM Service Delivery Manager
ITIL, Price Waterhouse Coopers (PwC)
06.2022 - 11.2022
- Responsible for Identity and Access Management (IAM) service delivery functions for the Network Information Systems (NIS) group specifically within the TechOps and SecOps teams
- Coordinated publication of weekly Change Management communications to SMEs worldwide
- Optimized processes between internal teams and external customers to improve the quality and speed of those activities
- Used Responsibilities Matrix methodology to ensure expected work and deliverables were completed in a consistent and reliable fashion
- Provided ITSM knowledge and expertise to customers and stakeholders and recommended improvements as necessary
- Utilized Service Now ITBM module to track PMO programs and map the costs of IT and business services
- Monitored and managed support activities for the Identity and Access Management (IAM) organization to ensure optimal service
- Maintained high performance levels for service-related processes and implemented improvement activities wherever necessary
- Took ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
- Ensured that systems, procedures, and methodologies were in place to support outstanding service delivery
- Developed a deep understanding of projects to gain insight into the scope of service delivery
- Took accountability for service delivery performance, met customer expectations, and drove future demand
- Analyzed third-party and internal processes and created strategies for service delivery optimization
- Used internal Demand Request intake process in Service Now tool to ensure all customer needs were assessed, evaluated, and scheduled for service processing
- Used as a SME to the CMDB Development Team to review operational model.
IT Service Management Program Consultant
ITIL, IBM Cloud
05.2021 - 06.2022
- Responsible for IT Service Management functions related to developing and governing process management utilizing ITIL frameworks
- This role provides a single point of accountability for all aspects of problem and incident management and works with teams to continuously improve business processes
- Focuses on process improvement, completing assigned initiatives with internal and external teams while simultaneously governing the incident and problem management process
- Provide ITIL-based Information Technology Service Management (ITSM) knowledge and expertise to customers and stakeholders
- Responsible for improving Incident/Change/Problem Management Processes
- Managed multiple teams/resources across the organization for successful monthly results
- Managed IncidentProblem issues and worked with SMEs for RCA Corrective Actions
- Provided key ServiceNow implementations/improvements to alleviate constraints/bottlenecks
- Build KPI’s for each process and report trends in performance using ServiceNow analytics
- Manages, reports and communicates on the global performance of the ITSM processes
- Provide specific ITSM process support to the preparation and evaluation of technical documents, papers, studies, analysis, and briefings
- Consistently meet deadlines for project deliverables, such as process guides, strategic road maps, etc
- Communicate and partner with customer service owners and managers on service management process improvement(s)
- Lead and Communicate expectations to project team members and stakeholders in a timely and effective fashion, continuously manage objectives, and hold project team members accountable for delivery
- Lead projects to execution and help project teams maintain an overall project vision with supporting project plans
- Refine project execution approach using project management standards and best practices
- Participates in key leadership special projects and performs other duties as assigned
- Provide monthly reporting to executive Leadership Team
IT Service Management Program Consultant
ITIL, IBM Cloud
10.2020 - 05.2021
- Responsible for IT Service Management functions related to developing and governing process management utilizing ITIL frameworks
- This role provides a single point of accountability for all aspects of problem and incident management and works with teams to continuously improve business processes
- Focuses on process improvement, completing assigned initiatives with internal and external teams while simultaneously governing the incident and problem management process
- Provide ITIL-based Information Technology Service Management (ITSM) knowledge and expertise to customers and stakeholders
- Responsible for improving Incident/Change/Problem Management Processes
- Managed multiple teams/resources across the organization for successful monthly results
- Managed IncidentProblem issues and worked with SMEs for RCA Corrective Actions
- Provided key ServiceNow implementations/improvements to alleviate constraints/bottlenecks
- Build KPI’s for each process and report trends in performance using ServiceNow analytics
- Manages, reports and communicates on the global performance of the ITSM processes
- Provide specific ITSM process support to the preparation and evaluation of technical documents, papers, studies, analysis, and briefings
- Consistently meet deadlines for project deliverables, such as process guides, strategic road maps, etc
- Communicate and partner with customer service owners and managers on service management process improvement(s)
- Lead and Communicate expectations to project team members and stakeholders in a timely and effective fashion, continuously manage objectives, and hold project team members accountable for delivery
- Lead projects to execution and help project teams maintain an overall project vision with supporting project plans
- Refine project execution approach using project management standards and best practices
- Participates in key leadership special projects and performs other duties as assigned
- Provide monthly reporting to executive Leadership Team
ITSM Consultant
Wells Fargo Corporation, Wells Fargo Bank
07.2020 - 10.2020
- Provided guidance and direction regarding data governance, compliance and security and ITSM framework for multiple Service Desk Operations teams
- Utilized JIRA/CONFLUENCE/JQL Tools for Project Management and Knowledge Documents
- Used JQL to search for project documents and create reports listing database criteria in date order to help establish project sprint priorities
- Conducted weekly meetings to transition/migrate various Service Desk instances to a single consolidated instance in the Service Now (Snow) product
- Created and reported weekly metrics to executive management personnel
- Managed internal resources for project deliverables
ITSM Analyst
U-HAUL International
11.2019 - 04.2020
- Managed the creation of policies and procedures centered around employee conduct/security
- Authored U-Hauls very first enterprise “Trust Whitepaper” outlining U-Haul security capability
- Project Manager for enterprise-wide HIPAA Alignment for PHI (Protected Health Data)
- Project Manager for IAM (Identity and Access Management) solution
- Project Manager to acquire enterprise PAM (Privileged Access Management) solution.
ITSM Analyst - IT Infrastructure
Cybersecurity, U-HAUL International
07.2019 - 11.2019
- Developed in cooperation with the PMO organization an entire 5-binder set of NIST (National Institute of Standards and Technologies) policies and procedures aligned to the CSF (Cyber Security Framework) model
- Constructed information process flows to ensure effective policies are followed in the event of cybersecurity threats
- Constructed Disaster Recovery Plan (DRP) and Business Continuity Planning (BCP) documents
- Managed the Organizational Change Management (OCM) for adoption of enterprise policies.
ITSM Analyst
Engineering, U-HAUL International
10.2018 - 07.2019
- Managed and directed the ITSM implementation rollout success at U-Haul International
- Tasked with leading the ITSM Information Technology team to define a new ITSM tool, identifying quick wins, and short term/long term vision with a clear project plan with defined Critical Success Factors (CSF)
- Brought in 5 different ITSM tool vendors for capability presentations to IT management
- Grassroots development of new ITSM tool and in-house process flows for all IT departments
- Using process mapping and ITIL CSI to improve current process flows / gaps
- Constructed Incident Management process flows for both Standard and P1 Major Incidents
- Built foundation and process framework for Problem Management / Root Cause Analysis
- Conducted and facilitated all Problem Management Root Cause Analysis Bridge Calls
- Developed Change Advisory Board and developed associated templates/forms/process flows
- Developed standards for Asset Management and Configuration Management practices / tools
- Developed Knowledge Management templates and search key words for internal documents
- Developed IT Services Catalog and CMDB – Optimized CI Parent-Child Relationships / Classes
- Develop IT Asset Management (ITAM) System and populated HAM/SAM databases
Senior Manager - IT Operations / Service Desk
Tech Mahindra Business Services / AETNA Health Care
02.2018 - 04.2018
- Directed all activities for internal client customer (AETNA Healthcare) to efficiently staff and train an 65-member Service Desk team
- Conducted initial 3-week team training and ALL strategic startup activities
- Staff answered calls / support issues from 50K customers worldwide using ITIL framework incident management and escalation processes
- Identified appropriate personnel and leadership matrix to support 55K customers
- Collaborated with global program managers in weekly progress/status update meetings
- Defined and led CSI based project management suggestions to expedite project timelines
- Managed 5 Team Leads, 10 Senior Staff Technicians, and 50 call center representatives.
Manager - ITIL Critical Incident / Service Desk
Loan Depot Corporation
12.2016 - 08.2017
- Via TEK Systems Incorporated, I Reported directly to VP of IT located in Lake Forest CA
- Provided leadership for maturing 35-member Service Desk located in three geographic time zones across the USA
- Built organizational structure, policies/procedures and guidelines for effective customer interaction and Service Delivery
- Authored comprehensive “Service desk Handbook” that encapsulates roles and accountabilities including Continuous Quality Improvement methods and Knowledge Management
- Used Service Now Enterprise Reporting Tool for Incident/Change/Problem Management
- Reported KPI and SLA analytics for support groups within the IT framework
- Provided daily productivity performance analytics to Vice President of Information Technology
- Responsible for Quality Improvement methodologies via metrics and data-driven evaluation
- Expert with MS-EXCEL Functions, Pivot Tables, VB Macros, Graphs/Charts/Reporting
- Directed Quality meetings with staff to improve overall incident process and ticket quality
- Participated in weekly CAB meetings
- Primary Point of Contact for managing Major / Critical Priority Incidents using “Bridge” call
- Utilized Root Cause Analysis (RCA) and Problem Management skills to mitigate further issues.
Senior ITSM Manager, Service Desk
Solar Turbines Inc
11.2006 - 08.2016
- Provided global leadership for enterprise IT Service Desk in 24x7x365 environment, working with cross-functional groups and managing domestic and international employees to ensure superior systems functionality and end-user experience.
Senior Program Manager
Engineering IT Quality and Test, Solar Turbines Inc
06.1997 - 11.2006
- Reporting to the CIO, designed, directed, and managed SDLC process in development of world class engineering test data acquisition, repository and top layer user interface for Turbine Engines, Gas Compressors used in multiple world-wide locations
- Created user variable and naming standards across all divisions of product engineering teams
- Architected using ORACLE and JAVA toolsets (v1.0) and then moved to .NET platform (v2.0)
- Directed test engineering personnel for development of high-speed data acquisition software using FORTRAN / LABVIEW systems to retrieve HMI data from complex test panels
- Managed both domestic and International (Chennai, India) development teams in the Software Development Lifecycle and integrating Six Sigma processes into project framework.
Program Manager
TOLL Systems Engineering and Test, TRANSCORE / SAIC
01.1996 - 06.1997
- Managed Software development department with $2.5 million operating budget, coordinated large Software Engineering team in SDLC development, testing, and release of the toll road Automated Revenue Collection System (ARCS)
- Reported directly to the Senior Vice President of Engineering Services
- Managed development for both Engineering and Accounting software application systems for Virginia Department of Transportation (VDOT), Florida (FDOT), and Illinois (IDOT)
- Directed 90 internal staff members consisting of software architects, software development engineers, database architects, QA Testers, and Documentation Engineers
- Designed, quality tested, and delivered software in accordance with SDLC standards
- Communicated with Executive stakeholders regarding project status / budget / timelines
- Primary company technical Liaison to customer witness and acceptance testing at remote customer sites
- Co-Authored and adhered to customer-specific needs in Detailed Design Document (DDD)
- Ensured software was written and tested in full compliance with government and toll industry related codes and/or restrictions.
Education
Bachelor's degree - Electrical Engineering, Aerospace Engineering, Computer Science
Arizona State University
Tempe, AZ01.1977
Skills
- Project Management
- Program Management
- Incident Management
- Analytics / Metrics
- Service Now (Snow)
- BMC Remedy
- Cherwell Tools
- Verbal/Written Communications
- License Management
- JIRA
- CONFLUENCE
- JQL
- Change Management
- ITIL
- ITSM
- PMBOK
- Budget Planning and Strategy
- Problem Management
- Knowledge Management
- Process Improvement
- Governance
- Risk Management
- Compliance
- SDLC Software Development
- Root Cause Analysis (RCA)
- ITAM
- CMDB Development
- Data Governance
- SLM
- SLA’s
- OLA’s
- UC’s
- Polished Presentation Skills
- OCM
- Relationship Management
- Release Management
- DRP
- BCP Governance
- AZURE Cloud
- HAM
- SAM
- Service Request Management
- ATPM
- Service Level Management
- SERVICENOW
- BMC REMEDY
- CHERWELL
- ITBM
- USA Western Region ITIL Process Owner
- CSI Specialist
- ITIL and Six Sigma Certifications
- PMP
- Metrics
- Analytics
- Project
- Oracle E-Business Suite (EBS)
- CISCO
- BOMGAR
- MS ASPNET
- C
- C
- C#
- Visual Basic
- SDLC Application Development
- Sarbanes-Oxley (SOX)
- Lean
- SharePoint
- Statistical Analysis
- SPC
- Technical Design Specs
- LUCIDCHART
- Information Security
- ACD
- Business Intelligence (BI)
- SQL
- SQL Server
- MS Windows
- MS Office
- HRSD
- Project management
- Employee motivation
- Client support
- Strategy development
- Data analytics
- Staff management
- Operations management
- Change management
- Performance measurement
- Time management
- Attention to detail
- Problem-solving abilities
- Organizational skills
Accomplishments
- Supervised team of [Number] staff members.
- Documented and resolved [Issue] which led to [Results].
- Achieved [Result] through effectively helping with [Task].
Certification
- PMP (Project Management Professional)
- ITIL Foundations v3.0, 12/2011
- ITIL Foundations v4.0, 03/2019
- Six Sigma Black Belt
- Six Sigma Lean
- Six Sigma Green Belt
- ITSM Practitioner
- Incident, Change, Problem Management
Affiliations
- Project Management Institute (PMI), 2010
- Help Desk Institute (HDI), 2006, Silver Member
Highlighted Accomplishments
18 years, Designed ServiceNow Service Catalog – Integrated Service Tiers and built SLAs for Requests, Utilized JIRA/CONFLUENCE/JQL Tools for Project Management and Knowledge Documents, ITIL Service Desk Manager experience 11 years with 3 different companies, Regional Process Owner (RPO) for Incident/Problem Management at Caterpillar for 10 years., Designated Enterprise “ITIL ITSM Champion” for Caterpillar / Solar Turbines (2 years), Leadership over 450 IT professionals, including mentorship/training of ITIL principles., Expert in Facilitating Critical Incidents (Priority 1) Bridge calls – Root Cause Analysis, Experience with ITAM/HAM/SAM Asset Management, CMDB development / Discovery Tools / Principle CI Classes, License Management / patch management using SCCM., Governance - Risk Management – Compliance (GRC), Spearheaded selection/purchase, rollout/implementation of three unique ITSM Tools, ServiceNow – 11 Years, BMC Remedy – 6 Years, Cherwell – 4 Years, Architected two (2) KPI Dashboards and Performance Metrics Scorecards, Business Intelligence (BI) Dashboard – KPI’s, SLA’s, SLI’s, SLO’s, MS-EXCEL KPI Dashboard – With Internal Functions for Red/Yellow/Green color coding, CAB (Change Advisory Board) Change Manager – 3 years, Managed activities of Knowledge Manager, Problem Manager and Team Quality Specialist, Built a .NET application and repository for to store/retrieve 2500 Knowledge Docs, Helped create and develop Program Management Organizations (PMO) at two companies., Built and Established KPI’s (Key Performance Indicators, SLA’s (Service Level Agreements), Implemented ALL 5 phases of ITSM – Managing Across the Lifecycle, Created CSF’s (Critical Success Factors) and KPI’s for Project Success, Facilitated, Managed, and sponsored many ITSM CSI (Continuous Service Improvement) projects to enhance the overall customer experience within the ITSM BMC, ServiceNow and Cherwell toolsets., Certified in Six Sigma project management philosophy which provided a PMP framework for deliverables in all aspects of project implementation., Caterpillar President’s award project – Using CSI managed design and development of large-scale manufacturing DataMart for 200+ daily users; reduced search time from days to seconds, saving $4M annually in analysis time savings and reproducibility., Envisioned and managed Six Sigma project utilizing the Cognos Business Intelligence (BI) environment. EDW (Enterprise Data Warehouse) dashboard reporting structure offered drill-down capability displaying Incident/Change/Problem Management metrics., Technical Management of customer service teams who won the county wide San Diego HDI Analyst of the year award 8 years in a row., Selected as 1 of 3 Candidates for USA National 2010 HDI “Manager of The Year” Award in Tampa Florida
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
On-SiteRemoteHybridImportant To Me
Company CultureWork from home optionWork-life balance4-day work weekCareer advancementTimeline
ITSM ATPM Senior Consultant
ITIL, EXPEDIA Group
07.2024 - 02.2025
Service Level Management Consultant (Process Owner)
ITIL ITSM
06.2023 - 07.2024
IAM Service Delivery Manager
ITIL, Price Waterhouse Coopers (PwC)
06.2022 - 11.2022
ITSM Knowledge Management Consultant
ITIL, Ramsey County
09.2021 - 03.2023
IT Service Management Program Consultant
ITIL, IBM Cloud
05.2021 - 06.2022
IT Service Management Program Consultant
ITIL, IBM Cloud
10.2020 - 05.2021
ITSM Consultant
Wells Fargo Corporation, Wells Fargo Bank
07.2020 - 10.2020
ITSM Analyst
U-HAUL International
11.2019 - 04.2020
ITSM Analyst - IT Infrastructure
Cybersecurity, U-HAUL International
07.2019 - 11.2019
ITSM Analyst
Engineering, U-HAUL International
10.2018 - 07.2019
Senior Manager - IT Operations / Service Desk
Tech Mahindra Business Services / AETNA Health Care
02.2018 - 04.2018
Manager - ITIL Critical Incident / Service Desk
Loan Depot Corporation
12.2016 - 08.2017
Senior ITSM Manager, Service Desk
Solar Turbines Inc
11.2006 - 08.2016
Senior Program Manager
Engineering IT Quality and Test, Solar Turbines Inc
06.1997 - 11.2006
Program Manager
TOLL Systems Engineering and Test, TRANSCORE / SAIC
01.1996 - 06.1997
ITSM Service Request Management Consultant (Backup Process Owner)
ITIL, Warner Brothers Discovery
ITSM
ITIL
Bachelor's degree - Electrical Engineering, Aerospace Engineering, Computer Science
Arizona State University
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