Amanda Ortiz Email & Phone Number

• ServiceNow Product Owner
• Identified lack of central customer onboarding and real-time virtual machine deployment updates which was causing cross-functional team communication challenges. Designed, delivered, and introduced a new ServiceNow.
• Guided agile application project design through review sessions and sprint planning, to optimize task assignment and ensure team capacity alignment each sprint as the development team lead.
• Drove the alignment of ServiceNow solutions with business objectives, resulting in enhanced user experience and continuous evolution to meet changing business demands.
• Inspired five more teams to embrace process transformation following the ServiceNow solution presentation to 100 global conference attendees.
• Collaborated with cross-scope teams and leaders to define and prioritize future feature enhancements and functionality improvements from a people, process, and technology perspective, aiming for centralized deployment.

• Enterprise People Technology Solutions
• Implemented new automated processes and performed maintenance of forms as change request processes occurred, resulting in $20k in cost savings.
• Saved approximately $57k by streamlining domestic telecommuter approval process, enhancing user experience. Forecasted at $463k, resulted in $520k cost savings.
• Improved ServiceNow Incident, Request, and Change Management processes, reducing manual effort by 25% and boosting process efficiency by 40%, enhancing overall operational productivity.
• Collaborated with key stakeholders to understand requirements and deliver solutions aligning with customer objectives, resulting in a 30% improvement in incident resolution times, enhancing overall operational.

Austin, Texas Area

Austin, TX

• Define business process logistics to build a company foundation in order to progress with detailed business plans
• Coordinate monthly socials for bootcamp members as an opportunity to build and grow a community within the bootcamp
• Communicate with external vendors and businesses to organize discounts and workshops for members
• Assist in development and promotion of Shopify website to launch merchandise branding
• Manage weekly email newsletters, ensuring content is reviewed and scheduled in time
• Build and manage company website to drive audience to sign up for Bootcamps and ensure website content is updated as needed

Austin, Texas Area

• Independently developed iOS version of Uninterruptible Power Systems (UPS) app for Toshiba sales representatives to use on new Apple Devices, which would allow 100% more sales employees to increase quantity of sold.
• Recreated user interface of UPS app to maintain the same user interface as Android version of app which created a smooth device use transition when app was deployed to the App Store
• Created concise, accurate, and intentional reports about status, quality checks, and code review
• Applied customer feedback towards app interface development to ensure consistency between Toshiba mobile apps

Austin, TX

• Tutor students in high school who are enrolled in the AVID program to provide academic support in their rigor courses
• Assist teacher with grading weekly assignments to lessen class time workload for teacher and tutors
• Lead small groups in which students assist each other in solving homework problems to ensure productive discussions
• Answer students’ questions on college application processes to support their interest in higher education
• Apply multitasking skills when grading, assisting teacher, and answering students’ questions

Home Depot Austin Technology Center

• Developed an integration between ServiceNow and OMS which maps Windows servers to applications
• Developed a dynamically generated set of dashboards for all applications defined, exposing a set of 6 standard metrics
• Worked in agile environment in which constant communication and success of project development maintained
• Applied modifications to automation computer group creating scripts in order to optimize and minimize runtime and cost

Annapolis, MD

• Provided technical support to insurance affiliated boating foundation promoting boating and marine safety
• Created metadata tags for videos and photos of inventory in order to ensure organized and efficient retrieval
• Resolved both technical and user errors reported by marine and boating students taking the online Boating Safety Course
• Maintained landing page format on BoatUS.org website for an improved, relevant and compliant user experience
• Contributed new ideas during Online Course Review meetings in order increase boating safety course material efficiency

Austin, Texas, United States

• Provided first and second tier IT support by troubleshooting University classroom technology resources for problem solving
• Assisted University students with film and sound software applications for reliable and high quality digital presentations
• Responded to staff/student technical issues as first tier IT support with trouble ticket entry in the ticket database
• Provided personal attentive phone support for faculty and staff to resolve issues to closure
• Monitored use of Global Digital Classrooms during course times to ensure smooth operation of video conferences
• Understand process and details of downloading, using, and composing data files, such as codecs, for troubleshooting process

Huntingtown, Maryland, United States

• Taught and demonstrated GameMaker software to middle school students for building video games
• Studied, analyzed, created and presented demonstration projects to demonstrate working knowledge of software

Bachelor Of Science (Bs), Computer Science, 2014-2015 Cumulative: 3.57

Education record