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LaShaunda Allums

@lashaundaallums

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Strategic IT Service Management Executive with 20+ years of experience.

United States

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What I'm looking for

I am looking for a role that fosters innovation and values continuous improvement in IT service delivery.

I am a seasoned IT Service Management Executive with over 20 years of experience leading global service desk operations and implementing ServiceNow solutions across various sectors, including commercial, federal, and education. My expertise lies in driving continual service improvements, optimizing SLAs and KPIs, and mentoring high-performing teams to achieve excellence.

Throughout my career, I have successfully managed multi-tier support systems, achieving significant improvements in customer satisfaction and operational efficiency. For instance, while serving as the Help Desk Manager at IntegrityM, I achieved a remarkable 95% SLA compliance in my first quarter and increased knowledge article adoption by 40% through a comprehensive Knowledge Management lifecycle. My leadership at T. Rowe Price as the VP, Global Head of Enterprise Service Desk, involved overseeing a 24/7 global help desk and managing a $3M operating budget, where I prioritized ServiceNow strategy and enforced SLAs worldwide.

My certifications in HDI and ITIL, combined with my hands-on experience in governance and stakeholder engagement, empower me to align IT operations with corporate goals effectively. I am passionate about leveraging technology to enhance service delivery and drive organizational success.

Experience

Work history, roles, and key accomplishments

Current

Help Desk Manager

Current

IntegrityM

Sep 2024 - Present (11 months)

Led Tier 1 – 3 support for federal health programs, achieving 95% SLA compliance in the first quarter. Designed and rolled out a full Knowledge Management lifecycle in ServiceNow, gaining 40% article adoption.

ServiceNow SLA Knowledge Management Performance Dashboards

Customer Engagement Manager

Tista Science & Technology

May 2020 - Present (5 years 3 months)

Directed multi-tier support and training initiatives for a large federal contract, improving CSAT from 78% to 92%. Championed ServiceNow knowledge base governance, creating templates, training authors, and scheduling quarterly reviews.

ServiceNow CSAT Knowledge Base Governance Stakeholder Management

VP, Global Head of Enterprise Service Desk

T. Rowe Price

Jun 2016 - Present (9 years 2 months)

Oversaw 24x7 global help desk supporting 15,000+ users and managed a $3M operating budget. Governed ServiceNow strategy, prioritizing releases, chairing the change advisory board, and enforcing SLAs worldwide.

Global Help Desk Management Budget Management SLA

ServiceNow Business Process Manager

Insight Global @ Marathon Oil

Apr 2014 - Present (11 years 4 months)

Led end-to-end governance of ServiceNow enhancements, defect triage, and sprint planning. Designed executive dashboards and monthly control reports in Spotfire and HPQC.

ServiceNow Sprint Planning Dashboards Spotfire HPQC HP QC

Service Desk Manager

Direct Energy

Apr 2012 - Present (13 years 4 months)

Managed technical support, access control, and incident/problem teams, consistently hitting 98% SLA targets. Negotiated vendor contracts and maintained staffing levels to meet peak-demand SLAs.

Technical Support Access Control Incident Management SLA Management

Subsurface & Wells Operations Manager

WIPRO @ BP

Jan 2011 - Present (14 years 7 months)

Managed subsurface and wells operations.

Operations Management Wells Operations

User Services Manager

Lone Star College

Jan 2009 - Present (16 years 7 months)

Managed user services for the college.

IT Support Customer Service

Critical Ops & Infra/Ops Manager

JPMorgan Chase / IBM

Jan 2003 - Present (22 years 7 months)

Managed critical operations and infrastructure. Oversaw help desk operations and served as a technology officer.

Infrastructure Management Help Desk Technology Management

Help Desk Operations Manager

JPMorgan Chase / IBM

Jan 2000 - Present (25 years 7 months)

Managed help desk operations for the company. Ensured smooth functioning of support services.

Help Desk Support Technical Support Team Leadership

Technology Officer

JPMorgan Chase / IBM

Jan 1998 - Present (27 years 7 months)

Served as a technology officer. Contributed to technological advancements and system maintenance.

Technology Management Maintenance IT Operations

Education

Degrees, certifications, and relevant coursework

Texas Southern University

Bachelor of Science, General Studies

Studied at Texas Southern University, focusing on a comprehensive curriculum. Gained foundational knowledge and skills relevant to the professional field.