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 status tracking application which reduced communication errors by 50%, leading digital transformation efforts and streamlining the cross-team experience within the organization.• 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 tracking and automation within the enterprise.• Educated and mentored new engineers on development best practices, ensuring their successful integration into the team and enhancing overall project efficiency.Cloud Management Services Platform (CMSP) Software Engineer• Led regular status meetings and kept customer stakeholders informed via email, ensuring comprehensive awareness of deployment progress and addressing any blocking issues in a timely manner.• Partnered with Security, Professional Services, Customer Success Manager, and IT team lead to ensure timely delivery of ordered offers with expected technical and networking specifications.• Deployed and monitored 15+ virtual machine instances containing OpsRamp, AWX, LDAP, and a MidServer as per the order specifications for both Dell and customer development environments.

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 performance and customer satisfaction.

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• Design instagram post ads related to Bootcamp announcements for CLAW members.

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 systems• 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