Gary Hughes www.garyhughesconsulting.

com
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

Experienced Project Roles

Product Implementation/Developer
Application Upgrades
Team Lead (Mentoring)
Project Management
Requirements Gathering
Performance Tuning
Process Improvement (ITIL)
Training

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

566 Black Bear Road NE, Albuquerque, NM 87122

gary@garyhughesconsulting.com

(505)227-0288

PEREGRINE SYSTEMS (April 1988 February 2000)

3611 Valley Centre Drive, San Diego, CA 92130
Began 11+ year career with Peregrine Systems as a Customer Service Representative (Technical
Helpdesk) in April 1988. At that time, the company had 45 employees and generated yearly revenues
under $3 million. By February 2000, Peregrine had grown to over 1500 employees and had matured to
over $250 million in yearly revenues, then recognized as #6 on Forbes Dynamic 100 Global Software
companies list.
Vice President, Worldwide Customer Support
Created and managed global $19 million
budget
100+ indirect reports with 6 - 8 direct reports
Reported directly to President/CEO for 2 years
Achieved Presidents Club Award
Director, North American Customer Support
Implemented European Support Centers in
England, France, Germany, and the
Netherlands
Developed and implemented 24 X 7 Followthe-Sun Global Processes
Implemented small groups management
hierarchy

Responsible for 1000+ customers world-wide

Implemented and managed a daily customer
service rating system
Responsible for 5 Call Centers worldwide

Developed and executed multi-tiered Customer

Maintenance fees (Platinum, Gold, and Silver)
Implemented Peregrines first Quality Assurance
Team
Responsible for Worldwide Distribution Centers

Channel Sales Manager

1 of 3 inaugural members of Channel Sales Team
Increased revenue by $1 million in first year of existence
Other Positions Held at Peregrine Systems
Customer Support Manager Level I and II
Technical Support Analyst Level I, II, and III
Application Development Manager
EDUCATION
ServiceNow System Administrator Certification 2012
ServiceNow Discovery Training 2012
HP Service Manager Certification 2008
ITIL Foundation Certification 2006
Customer Service Executive Education - Harvard Business School, Boston, MA November 1998
- Life-changing, intense leadership training conducted by the Harvard Business School staf
General Education Mira Costa College, Oceanside, CA 1990
Data Processing School, United States Marine Corps, Quantico, VA (Honorable Discharge/E-4) 1984
SUMMARY OF QUALIFICATIONS
Superior customer service experience and skills, with ability to quickly establish personal rapport with
others
Superior leadership/management experience and skills with impeccable standards of integrity
Motivated self-starter with creative problem solving strategies and strong analytical abilities
Extensive call center, technical support, and software management experience, resulting in successful
strategic decisions