● ServiceNow Implementation Project completed early and successfully bridged the offices into unified IT Service Management after entering project midstream. ● ServiceNow Administrator play a key role in the enhancement & maintenance of our ServiceNow Environment of CSM and ITSM and integrations with other tools. Integral to the design process using JIRA as we customize the ServiceNow applications CSM and ITSM. This enables opportunities for our organization to provide effective solutions, by building upon our existing knowledge and ability.

Manage and support teams varying from 5 – 25 employees for customer service of multiple clients for managed network and desktop services. Maintain high quality operational support by updating processes and systems to expand business and improve customer support. Display technical leadership through effective communication with all levels of management. Responsible for ServiceNow Enhancements and Bug Fixes per the project requirements on ServiceNow Form Layout and Design, Table, Business Rules, Client Script, UI Policies, Data Policies, UI Actions, UI Pages, Workflow and Notification.● Created training program to onboard new employees including drafting process documentation, plan to onboard timeline and measurement of success.● Led project to configure 1200 devices in 3 months for immediate client rollout of diagnostic tool. Coordinated all resources required of the project and completed ahead of schedule. ● Flexible leadership during reorganizations and mergers and acquisitions with limited staff churn. Provided stability in improving employee skills and knowledge on services, products and troubleshooting, while meeting client expectations.

Assist remote customers with break/fix and questions on any of the supported software and computing platforms professionally and courteously. Password resets and new user account creation in Active Directory, Oracle and Siebel. ● Documented all reported incidents to find trends to assist in future problem resolution. ● Collaborated with client liaison to help identify gaps in support and document processes to resolve.

Handle requests for emergency and non-emergency services from citizens encountering stressful situations and dispatch prioritized appropriate resources for requests. Perform related clerical work for Computer Aided Dispatch call entry and LEIN file maintenance.● Advised on software deployment and responded to inquiries relating to installation functionality and capabilities of software and hardware, including serving on committees outside the department.● Excelled in efficiency, ability to remain calm, and decision making during stressful situations as commended by superiors. ● Recognized as the “go-to” person for technical issues with phones and software within the communications unit of the Ann Arbor Police Department