CSA -ServiceNow Certified System AdministratorCS-ITMS - Certified Implementation Specialist - IT Service ManagementCS-HRSD - Certified Implementation Specialist - HRCS-CSM - Certified Implementation Specialist - Customer Service Management

Serve as lead integration designer and “go-to” person for issue resolution. Integrations include: REST API from IDM for internal and external customers account management, near real-time REST API between CSM Case to CA Service Desk Manager Incident, REST API from IBM DB2 customer data application to ServiceNow, CSM Case to external hardware vendor, and scheduled data imports for Categorization, Vendor and Assignment group sync between Integrated ticketing systems.• Saved millions by designing and implementing REST API integration with IDM to create Catalog Requests and Tasks for the Onboarding/Offboarding of users.• Create totally automated application which will preserve user roles and group in lower environments, so developer accesses and configurations are not lost after Cloning.• Create monitoring application within ServiceNow which creates tickets to the appropriate teams when processing exceptions have occurred, license usage hits specified thresholds, missing critical data, etc.• Modify LDAP/AD integration with ServiceNow. • Proactively take action to ensure system performance; established Purges on transactional tables, eliminate excessive logging.• Establish cloning schedule, configure excludes and preserves, clone clean-up scripts.• Oversee ServiceNow Upgrades and patches.

Known for my ability to restore order and stabilize systems, introduce standard operating procedures while delivering projects, and successfully manage a remote team of 5 developers.• Led a team of five developers in a completely remote work environment, and successfully maintained top customer satisfaction ratings year over year.• Established near real-time ticketing interface which could handle 10k updates a day for customer facing issues between Oracle RightNow and HP Peregrine and then CA Service Desk Manager, and ServiceNow. The integration would take the highest priority tickets first, minimizing customer disruption and avoiding SLA breaches.• Developed automations that would provide ticket ranking for Case and Problem based on data found within the ticket. • Designed custom SLA module which provided visibility of top customers on Problem tickets while also tracking customer specific SLA’s for each.• Oversaw the technical design of platform migration from HP ServiceCenter to CA Service Desk Manager, RightNow to ServiceNow and CA Service Desk Manager to ServiceNow. • Established standards for configuration and updated set migration through Dev, Test and Prod

Responsible for maintaining and upgrading GEAC Financial applications.• Help Financial Stakeholders clarify their needs to achieve the desired outcome. • Responsible for maintaining vendor software, applying updates and upgrades.• Provided 24x7 support for batch jobs and integrations.