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566 Black Bear Road NE, Albuquerque, NM 87122
(505)227-0288
gary@garyhughesconsulting.com
I am an ITIL Certified, HP Service Manager Certified, and ServiceNow Certified, independent consultant who
has served Hewlett Packard, ServiceNow, and their customers since 1988. During my ITIL and ITSM career,
I have implemented, improved, enhanced, problem solved, developed, documented, packaged, and tested
software. I was called on often to visit customers with highly critical software situations. In 2002, I started
Gary Hughes Consulting, extending my personal service directly to HP Service Manager and ServiceNow
customers. My experience with managing a Global Customer Support Center adds a dimension rarely
found in consultants; good business sense with a focus on customer satisfaction, meeting deadlines, and
staying within budget. I am very comfortable presenting in Executive and Customer facing situations as
needed.
ITSM
Environments
HP Service Manager versions: SM7.01, SM7.10, SM7.11, SM9.21, SM9.30, SM9.33, SM9.34
ServiceNow: Berlin
Peregrine ServiceCenter versions: 1.x, 2.x, 3.x, 4.x, 5.x, 6.x
Server Platforms: Windows, Linux, HP-UX,
Databases: Oracle, SQL Server, P4
AIX
ITSM
Disciplines Implemented
Service Desk Management
Incident Management
Problem Management
Change Management
Service Catalog
Request Management
Service Level Agreements
Knowledge Management
GARY HUGHES CONSULTING (February 2002 August 2007, April 2009 - Present) Owner and Senior
Consultant
566 Black Bear Road NE, Albuquerque, NM 87122 (505) 227-0288 (www.garyhughesconsulting.com)
In 2002, Gary Hughes Consulting was created, extending personal service directly to HP Service Manager
and ServiceNow customers. Gary's experience with managing a Global Customer Support organization,
adds a dimension rarely found in consultants; good business sense with a focus on customer satisfaction,
meeting deadlines, and staying within budget. His impeccable integrity, and ability to listen and
understand as a customer advocate, makes Gary a customer favorite in any implementation situation.
RECENT PROJECTS:
JAN 2014 PRESENT: HP Enterprise Services As Team Lead for the SM 9.33 Upgrade I designed,
developed, tested, and implemented an SM 7.11 to SM 9.33 Application Upgrade strategy for the
largest, multi-tenant, multi-environment, multi-language HP Service Manager implementation. [SM
9.33 RTE, Applications on Windows Server 2008 and Web Tier, using Oracle DB]
DEC 2013: US Federal Government - Improved HP Service Manager end user performance and
response time significantly, while mentoring, training, and consulting, about various Service
Manager enhancements. [SM 9.30 RTE, Applications on Windows Server and Web Tier using Oracle
DB]
JAN 2013 - NOV 2013: HP Enterprise Services - Designing, developing, and testing enhancements
for all SM modules for one of the very largest, multi-tenant, multi-environment, multi-language HP
Service Manager implementations. [SM 9.31 RTE, SM 7.11 apps, on Windows Server 2008 and Web
Tier, using Oracle DB]
SEP 2012 DEC 2012: East Coast Pharmaceutical Technology Company Part of a ServiceNow
Implementation Team to transition from HP Service Manager to ServiceNow for all ITSM modules
(SD, IM, CM, PM, SLA), with a focus on streamlining and enhancing current processes. [SM 9.21 on
Linux Server and Web Tier, using Oracle DB, ServiceNow Berlin]
TECHPORT THIRTEEN (September 2007 April 2009) Services Delivery Manager
1403 Bombay Lane, Roswell, GA 30076 (770) 343-8559 (www.techport13.com)
As a Services Team Lead for Techport Thirteen, Gary managed a small group of consultants, delivering
customer solutions, while managing day to day support of HP Service Manager and HP ServiceCenter for
Techport Thirteen customers.
Gary Hughes
www.garyhughesconsulting.com
(505)227-0288