1. Damon Carr
Damon.Carr@IlluminatedITConsulting.com​ ● (651) 401­5422 ● ​www.linkedin.com/in/damonrcarr
A versatile and skilled IT professional with excellent hands­on experience in developing, implementing and
supporting IT solutions. An experienced manager with outstanding interpersonal, communications,
negotiation and people management skills.
CERTIFICATIONS
ServiceNow Certified Application Developer (2015)
ServiceNow Certified System Administrator (2014)
ITIL® Intermediate Certificate in Operational Support and Analysis (2014)
ITIL®V3 Foundations Certification (2011)
EDUCATION
Bachelor of Science, Computer Information Systems, University of West Florida, Pensacola, FL (1994)
PROFESSIONAL EXPERIENCE
Illuminated IT Consulting, Inc. 2014 ­ Current
Principal Consultant
Provided IT Service Management Process and Tool Design Services.
● ITSM Process review and design
● Service Level definition and reporting
● Service Catalog definition
● ServiceNow configuration, development and administration
Patterson Companies, Inc.,​ ​St. Paul, MN, 2013 – 2014
(A $4 billion revenue, value­added distributor serving the dental, veterinarian and rehabilitation supply global markets.)
IT Service Management (ITSM) Program Manager
Managed ITSM program in Infrastructure & Security organization.
● Developed and executed on program roadmap
● Identified and mentored process owners/managers/practitioners
● Led ITSM tool evaluation & selection process
● Facilitated ITIL Foundations & tool training for over 150 IT employees
● Identified and reported on KPIs and key metrics
● Facilitated ITSM Steering Committee and process meetings
● Performed re­implementation of existing tools to conform with ITIL framework
Patterson Companies, Inc., St. Paul, MN, 2005­2013
Manager, IT Operations & Support
Managed staff of 50+ IT professionals focused in the areas of Software Quality Assurance, Systems
Administration, IT Operations, Helpdesk, Desktop Provisioning, Corporate Messaging and Corporate Cellular
Services supporting over 6,500 users in 150 locations across the US, Canada and Europe.
● Developed, implemented, and managed ITIL Incident Management processes utilizing ITIL compliant
software systems
● Participated in IT Policy and Procedure definition
● Managed IT budget of over $3 million
● Managed staffing and annual performance reviews
● Negotiated software purchase and maintenance billings for corporate managed software systems
● Oversaw implementation of systems monitoring software to ensure system availability
● Participated in annual IT strategy meetings

2.
Patterson Companies, Inc., St. Paul, MN, 2000­2005
Manager, IT Systems Development
Managed staff of 30+ software development professionals supporting corporate financial systems.
● Met with key business process owners and project managers to determine business needs
● Worked with project managers to staff development initiatives
● Managed software development process and facilitated annual process audits
● Managed budgets, staffing and annual performance reviews
● Participated in annual IT strategy meetings
Patterson Companies, Inc., St. Paul, MN, 1996­2000
Lead Systems Engineer
Led Lawson financial systems development team in development and support efforts for Lawson AP, AR, GL
and Asset Management.
● Led Lawson financials software implementation
● Led legacy financials conversion from in­house­developed applications to Lawson software
● Performed Lawson and IBM iSeries­related software/hardware upgrades
● Wrote Lawson modification software to satisfy business needs including an integration between
Lawson and a major credit card software application
Okaloosa County Property Appraiser's Office​, ​Crestview, FL, 1994­1996
Programmer Analyst
Analyzed, designed, wrote and tested new programs and applications.
● Assisted in annual tax/appraisal updates to in­house software on AS/400 platform
● Interviewed business users and documented software development requirements
● Performed system backups/restores
United States Air Force, Eglin AFB​, ​Ft. Walton Beach, FL, 1986­1990
Information Systems Operator
Monitored and controlled electronic computer and peripheral electronic data processing equipment and
managed electronic communications traffic received from and transmitted to military installations around the
world.
● Drafted and transmitted outgoing messaging traffic
● Received and processed incoming messaging traffic
● Updated cryptographic packages on regular intervals
● Monitored and corrected system errors
● Performed daily maintenance on OCRs, printers, magnetic tape devices, paper tape readers and
teletype​ ​machines
● Top Secret/SCI security clearance
SKILLS
ITIL ● ServiceNow ● Javascript ● HTML ● CSS ● VBScript ● MS Office ● Objective C ● Xcode ●
Windows ● OSX
IT Development Management ● IT Operations Management ● IT Service Desk Management ● IT Vendor
Management ● IT Financial Management ● Project Management