Provide high level support for a wide array of enterprise and healthcare systems while performing ServiceNow development & administrative functions

Provide both day to day administration as well as in depth project implementations within our ServiceNow instance. Ensure correct functionality of new features and projects for our different departments by building in our development instances before pushing to our live production instance. Monitor the ongoing progress of discovery and the population of our CMDB.Though my title is ServiceNow Administrator I still have the responsibilities of overseeing our fleet of roughly 125 Macs. This includes building new deployment methods as technology changes, deploying hot fixes as needed for security purposes, providing a line of support for Apple related technology through the organization, crafting scripts for deployment through Jamf Pro, etc. Regularly monitor and improve patch management to ensure our fleet of Macs remains secure.

Provide both day to day administration as well as in depth project implementations within our ServiceNow instance. Ensure correct functionality of new features and projects for our different departments by building in our development instance before pushing to our live production instance. Monitor the ongoing progress of discovery and the population of our CMDB. Built out several integrations using Workato to integrate ServiceNow with WorkDay, Jira, etc.Though my title is ServiceNow Administrator I still have the responsibilities of overseeing our fleet of roughly 400 Macs. This includes building new deployment methods as technology changes, deploying hot fixes as needed for security purposes, providing a line of support for Apple related technology through the organization, crafting shell scripts for deployment through Jamf Pro, etc.This role ended because Appriss' Insights business unit was acquired by Equifax on October 1st 2021. As part of this M&A I deployed two new Jamf Pro Cloud instances for the remaining Appriss business units, then automate migration of Macs from our original on-prem Jamf Pro instance to their new respective cloud instances.

Provide Tier 2 support for our desktop support team. Regularly field questions and find solutions surrounding several dozen different systems at our organization.

Provide support to our end users for any situation presented. Procure and deploy Windows 7/10 and macOS workstations to employees. Built out a Jamf Pro environment to provide management of our Macs via MDM.

Administer and provide support for Macs & iOS devices throughout the Presbyterian church. Develop and rollout new infrastructure (MDM, Software Updates, client management, etc) for the Apple ecosystem while connected to both Open Directory and our main Microsoft Active Directory environment.Responsible for roughly 200 Macs in our main Louisville office, Mac servers and end user Macs at our locations in New Mexico, Washington DC and New York City as well as dozens of Macs that are deployed throughout the world.

Address a wide range of help ticket issues as they are submitted. Maintain technology in two campuses, each with a couple hundred Windows XP & Windows 7 computers in operation.

Triage and repair Apple desktops & portables in an efficient manner, both in house and onsite. Provide onsite service for large Mac installations through southern Indiana and western/eastern Kentucky. Work with customers both in person and via telephone to resolve an endless range of issues.

Triage and repair all Apple products in a fast paced, extremely customer focused environment. Worked with customers in resolving any issues surrounding their Apple Mac OS & iOS based hardware, software and cloud based services. Build, install and support diagnostic gateways & tools. Act as a mentor for new team members and as a solid resource for everyone from new hires to senior management. My team earned two “Ovation  Awards”, awarded quarterly to the top 5 teams in the company in regards to customer satisfaction, shortly after I was hired. These two honors were mentioned heavily in my first annual review.

Perform website updates for a large & diverse client base, develop websites for new clients.

Work with customers to determine the best solution to their computer needs. Diagnose faulty Apple hardware & software.

Work with designers and sales people to develop and expand upon customer web sites and e-commerce shops. Create backup solutions, update and maintain several Microsoft Windows based systems at both a hardware & software level.

Work with technology director on company website and internal website. Help manage & analyze as well as develop new strategies for an ongoing SEO campaign which was (and still is!) very successful. Develop new features for company's primary website as well as marketing materials to be used on other local websites.