I am a developer for a CSM focused ServiceNow platform, primarily administering and developing it through enhancements, defects, and incident resolution. I also work closely with the Domain Architect to propose designs and/or architectural solutions to features and demands for the ServiceNow platform.In addition, I am a Citizen Developer for a separate, enterprise ServiceNow instance supporting IT Infrastructure Agility and Automation. This team primarily manages the Aeronautics service catalog and uses ServiceNow to support automation efforts through integrations such as Ansible Tower. In both teams, we operate as a SAFe Essentials Agile environment, iterating every 2 weeks.*Notable Achievements*- Led the solutioning and development for a series of projects spearheaded by our Supply Chain teams to reduce millions of dollars of supply excess, alleviate gaps in forecasted repairs, and increase the efficiency of our demand planning. - Led the solutions architecture and design for a custom application to finalize the sunsetting of a mainframe in support of our engineering teams, ultimately saving $1m+ in mainframe costs while providing a much better solution, process, and user experience to our teams within ServiceNow.- Developed a custom Agent Workspace for use by the Aeronautics Desktop Support team who supports upwards of 20,000 end-users. This helps drive visibility and improvement of metrics such as mean time to resolve (MTTR) as well as increased technician efficiency by providing the data they need in a clear, concise, and accessible manner right on their homepage.- Developed Flow Actions for the Ansible Spoke in IntegrationHub. These were developed collaboratively with other teams to ensure ease of use and scalability so that the Enterprise Cloud Management team could implement them for automations supporting several thousand cloud servers.

I served as a member of the Enterprise Automation Run Team supporting the ServiceNow platform. This team is responsible for the maintenance and upkeep of the platform including incident response and resolution, request fulfillment, and platform releases and upgrades. We operated in an Agile environment, iterating every 2 weeks.In this role I strived to bring together the various cross-functional teams to improve processes, customer service, and overall delivery. Additionally, I took on several development focused works which had me working with ServiceNow’s Table API and Scripted REST APIs.*Notable Achievements*- Led an effort to simplify the release process by moving towards a CI/CD model.- Led an effort to define and stabilize platform-wide testing procedures using ServiceNow’s Automated Testing Framework.- Developed a Scripted REST API and Scheduled Job to create basic “monitoring” of roles across the instances.- Developed a Scripted REST API and Scheduled Job to integrate the Automated Testing Framework with Event Management. This allowed for easier tracking and resolution of failures from scheduled Test Suites.- Progressed from learning the platform to becoming a “go to” resource for other team members, including Sr. members, for platform knowledge in only a few short months.

As the sole developer and administrator for Exeter’s ITSM tool, EasyVista, I develop and maintain changes to processes, workflows, forms, business rules, reporting, etc. concerning: Incident Management, Request Fulfillment, and Change Management. Following what Sr. Management described as a poor implementation by the vendor, I received the opportunity to take on this role due to my work as the Business Systems Analyst for our IT Infrastructure team.*Notable Achievements*- Re/Creation of ITSM metrics for Exeter’s IT Steering Committee within Microsoft Power BI. This allowed for more streamlined, accurate metrics for Senior Management.- Rebuilt the Incident Management and Request Fulfillment modules of EasyVista to better support the processes and procedures of the teams that use them. This included an entire rework of the modules: - Reduction of redundant and overly complex workflows from ~30 to 13. - Reduction of categories from over 1,000 to ~30. - Design of simplified, standard forms to allow for better UI and UX. - Addition of Configuration Item references to Incidents and Service Requests so they could be properly recorded in the CMDB. - Development of standardized email notifications.- Lead the implementation of Change Management in EasyVista following missed deadlines and unmet requirements by the vendor. I Redesigned the workflows, forms, business rules, etc. to meet the requirements of the project. Additionally, I was able to complete the build and successfully deliver it prior to the deadline set forth by the CIO and Board of Directors.

In this role, I serve as the Business Systems Analyst supporting the Information Technology Infrastructure program. I am responsible for understanding, analyzing, and generating requirement documentation and assisting with delivery of the requirements to production.- Support projects of all sizes by reviewing business cases and performing in-depth analysis to document detailed business and functional requirements.- Facilitate User Acceptance Testing by performing smoke testing, creating test cases with traceability to the requirements, conducting the testing, and collaborating with the business to remediate any defects and obtain approval.- Communicate requirements to development and quality assurance staff and serve as the point of contact for the business, development, and quality assurance during the project lifecycle.*Notable Achievements*- Analyzed an obscure automated provisioning process used to provision accounts in a procurement tool to transfer its complicated integration to a new Service Management tool being implemented by the Service Desk.- Modeled raw data pertaining to the details of files on a networked file share into a report showing opportunities for nearly halving the total used storage of the share.

This position is responsible for providing hardware and software guidance and support to corporate users, including executive personnel. In this role I operate as a member of the Service Desk creating, routing, troubleshooting, and resolving incidents and requests.- Answer incoming voice calls and provide remote support to users in multiple locations, both on and off-site.- Image, deploy, and maintain Dell desktops, laptops, and tablets.- Author and publish Knowledge Base documentation for use by the Service Desk and internal customers.- Provide mentoring to other Service Desk staff as necessary.*Notable Achievements*- Designed a deployment checklist with my management to increase efficiency and decrease missed steps, such as BIOS settings, during device imaging and deployment.- Authored imaging and encryption processes for the Service Desk in collaboration with Cyber Security for the implementation of Windows 10 and BitLocker.

Performs a variety of administrative and technical work related to the coordination, control and maintenance of personal computers, printers, telecommunication devices, and other IT related hardware within the organization to ensure compatibility and integration with IT strategies.- Large and small-scale IT hardware asset management reporting.- Imaging and deployment of different enterprise devices including HP desktops, laptops, and thin clients.- Technical documentation for and upkeep of the knowledge base.- Documenting and resolving incidents as well as liaising between the business and escalation teams.*Notable Achievements*- Led the training of and worked alongside a new DSS team after relocating to build out a new campus in Mesa, Arizona that would house nearly one-thousand employees. Since opening, we consistently met an eight-hour SLA with a margin of over 60% (Q1, 2016 – Q3 2017).- Authored documentation for an obscure Operational Readiness Report that was completed by DSS each morning. (Q2, 2016)- Acted as liaison between Systems Engineering and Network Engineering during a site-wide migration of over 35 network printers from print servers to centrally managed direct IP printing (Q2, 2014).