1. GREGORY WILSON
43175 Gatwick Square
Ashburn, Virginia 20147
(703) 599-5594
a22042@gmail.com
www.linkedin.com/in/gregorywilson
S U M M A R Y
An analytical and results-driven IT professional with a demonstrated track record of achievement in IT service
management (ITSM and ITIL) assessment and implementation, service and ITSM architecture, project/program
management, Agile/SCRUM methodologies, budget management, service cost modeling, and service-level
management. Proven aptitude in risk and compliance management, ITSM and PMP training, software development
lifecycle, needs assessment, vendor relations, and proposal writing. Extensive expertise working across various
industries, including higher education, technology, non-profit, federal contracting, and retail/eCommerce.
C E R T I F I C A T I O N S
PMP
ITIL v3 Expert (Foundations, Service Strategy, Service Design, Service Transition, Service Operations and Continual Service
Improvement, and Managing Across the Lifecycle)
IT Service Management Foundation According to ISO/IEC 20000
MCAD and MCP
A+ IT Technician
E X P E R I E N C E
THE GEORGE WASHINGTON UNIVERSITY, Ashburn, Virginia
Associate Director, IT Service Management, 2013-2016
Directed ITSM Operations and Service Portfolio Management teams responsible for PPM and ITSM tools. Led implementation of
Remedy ITSM tool suite, standing up configuration management and problem management as well as migrating change and incident
management from legacy system into new one. Spearheaded effort to modernize service portfolio in new ITSM tool and served as
project owner for replacement of project and portfolio management tool. Delivered both projects on schedule and on budget.
• Worked with senior management to develop and implement strategic roadmap for ITSM initiatives such as service portfolio
maturity, service monitoring and event management, configuration management maturity, and ITSM tool and process maturity.
• Interfaced throughout all levels of the company, acting as the conduit between senior management and operational staff.
• Worked with other senior managers to develop budgets for department.
ACTIONET, Vienna, Virginia
Deputy Program Manager and Chief Architect, 2012-2013
• Functioned as deputy program manager and chief architect on NOAA National Service Desk (NSD) project to consolidate help
desks into single ITIL-based service desk utilizing ServiceNow. Designed solution and led technical implementation, including
working closely with customer on discovery and analysis. Delivered National Service Desk (NSD) project on time and on budget
under aggressive timetable, using hybrid agile and traditional project management methodology and allowing for
development of long-term milestones while still showing progressive results allowing for course corrections as needed.

2. Gregory Wilson, Page 2
• Evaluated technical and business requirements and identified, documented, and implemented governance such as SLAs,
policies, and procedures.
• Worked with vendors and developers to deliver solution.
Senior ITSM Manager, 2010-2012
Set up and managed ITSM practice at HQ location and served as ITSM SME consultant on all projects. Implemented mature ITSM
practice based on ITIL best practices from ground up, including establishing service desk, creating policies and procedures, and then
implementing ITSM processes such as incident management, problem management, change management, and configuration
management. Gathered service-level targets and developed service catalog and service-level agreements. Received ISO 20000
certification. Directed implementation of information security management system, working with senior management to develop risk
management framework, policies, procedures, business continuity, disaster recovery, risk register, etc. Received ISO 27000 certification.
Integrated closely with IT service management program.
• Consulted customer-facing projects regarding service management initiatives, including assisting existing operation efforts
as well as architecting new service desks, utilizing technologies such as ServiceNow, BMC Remedy, and Serena ITSM.
• Developed service catalogs, created practices and processes, ensured consistency of ITSM policies and procedures across
customer projects, and developed SLAs for customers such as NOAA, Department of Energy, DISA, and FAA.
• Supervised internal development and infrastructure teams, including network, database, storage, and virtualization platforms.
• Worked with senior management in prioritizing and managing multiple concurrent, highly visible internal projects utilizing
agile (SCRUM), traditional PMI, and hybrid project management methodologies.
• Provided strategic guidance for organization, acted as technical trainer for ITIL foundation and intermediate classes, assisted with
proposal writing, set strategic goals aligned with vision of business, and developed project plans to achieve strategic goals.
• Oversaw service-level management, including creating, monitoring, and reporting on service-level targets/agreements
against service-level achievements.
• Contributed on proposal writing as SME, interfaced with senior management and customers, coordinated and managed
relationships with partners and vendors, and oversaw evaluation and procurement of tools and services.
ROOMS TO GO, Seffner, Florida
eCommerce Service and Operations Manager, 2007-2010
Managed projects including bringing in SharePoint solution for document management and department collaboration, session
archiving for converted orders from eCommerce website, selecting new robust web analytics tool and integrating with current tools,
and researching and implementing an end-to-end monitoring solution. Introduced industry best practices for both project
management and IT service management, particularly ITIL methodologies, to eCommerce department. Created configuration
management database (CMDB) and directed continuity and Disaster Recovery Management (DR).
• Managed multiple concurrent projects and assisted with budget development for eCommerce
• Developed and maintained business and IT processes, procedure and policies
• Developed service-level targets and service-level agreements
• Managed various consultants and contractors and coordinated interdepartmental relations
ACADEMY FOR EDUCATIONAL DEVELOPMENT, Washington, D.C.
Web Operations Manager, NICHCY Project, 2003-2007
Managed projects including developing in-house application for targeted email newsletter solution, complete site redesign,
implementing DR continuity management plan, creation of internal portal, and attaining FISMA certification for application used by
Department of Education. Designed, developed, and transitioned into operations applications, utilizing ITSM and application design
lifecycle best practices. Oversaw website development/architecture and web server/database administration.
• Administered IT budget.
• Oversaw site and search engine optimization.

3. Gregory Wilson, Page 3
• Interfaced with clients and customers.
• Prepared weekly and monthly analytics reports for executives.
A D D I T I O N A L E X P E R I E N C E
Web Developer/Operations Manager, BASICS II Project, 2001-2003. Carried out dual roles in both IT and facilities. Served as web
developer and administrator for BASICS II website, telecom manager, and assistant network manager in service desk management.
Managed telecom restructuring, resulting in savings of over $100,000 per year. Created and disseminated project CD to field offices.
Designed, developed, and transitioned project-wide inventory system into operations to comply with federal regulations.
Supervised support staff, including reception, mailroom, and copy room staff. Administered IT and operations budget.
MICROSTRATEGY, Tysons Corner, Virginia, Facilities Lead/Associate Web Engineer, 1999-2001. Managed staff of five to 20 contractors
and full-time employees. Proposed budget for review by senior management, oversaw data centers, and managed vendors. Created
policies and procedures, directed general facilities’ day-to-day operations, and served as IT SME. Worked on corporate enterprise portal
team. Worked on team to create multilingual (seven languages supported at launch) eCommerce site. Helped maintain internal solution
site, utilizing HTML, ASP, VBScript/JavaScript, and MS SQL Server.
E D U C A T I O N
THE GEORGE WASHINGTON UNIVERSITY, Washington, D.C.
B.S., Integrated Information Systems Technology, 2016