I specialize in leveraging the ServiceNow platform to optimize and streamline business processes for my clients. With extensive expertise in IT Service Management and Customer Service Management, I design solutions and utilize out-of-the-box features that enhance workflow efficiency, automate repetitive tasks, and improve overall organizational productivity. My goal is to empower businesses to harness the full potential of ServiceNow, tailoring solutions to their unique needs and ensuring seamless integration for sustainable success.

Responsible for improving the features, adoption and maturity of the ePermits platform. • ePermits development team lead • Scope, document and complete development requests• Recommend, design, and implement solutions to automate service delivery and improve the processing of applications and permits• Manage and respond to Tier 2 Support requests• Provide system demonstrations and training documentation

IFT 103 Operating System ArchitectureIFT 310 Information Systems Project Development

Responsible for improving the adoption and maturity of the ServiceNow platform at Arizona State University. Manage customer requests and project requests for ServiceNow enhancements and applications. Maintain a close working relationship with service owners and fulfillment groups. Provide guidance and best-practice documentation in support of development efforts. • Certified ServiceNow System Administrator (Quebec)• Certified ServiceNow Application Developer (Quebec)• Configuration, customization, scripting, and development on the ServiceNow platform.• Implement technological solutions to ensure support of future business strategy across the enterprise.• Manage several MID servers, integrations, and data imports.

Work with the ITSM leadership to recommend, develop, and implement technical solutions that leverage industry best practices and emerging standards to advance the mission and vision of the UTO and ASU.• Configuration, customization, scripting, and development on the ServiceNow platform.Projects• Workday financial role provisioning request process (automated using orchestration)• Portal release (Custom widget development)• Custom Release Management application (Architecture, design, and maintenance) • SCCM Integration and Asset Management • Approval reminders application (Reduced average approval response time from 6 days to 23 hours in the first year after implementation)• Kingston upgrade

Managed staff recruitment, development, and evaluation. Responsible for the acquisition and operation of technology resources for several service partnership agreements. Worked with customers in a diverse environment to define, adapt, develop, and implement technology hardware and software solutions to meet the research, communications and security needs of the university. Initiated and managed projects to improve efficiency and reliability of IT services.

Managed daily IT operations for several service partnership agreements. Contributed to security and device management standards to improve device security and the delivery of IT services. Monitored and deployed configurations and software to endpoint devices using Microsoft System Center and JAMF Casper Suite. Managed staff and student workers in support of IT services and service requests. Built and maintained ServiceNow reports and dashboards in support of process and service improvement and to monitor key performance indicators. Projects- Active Directory OU migration including security group and policy evaluation- IT purchasing standards and purchasing tracking system implementation- Deployed Spiceworks in support of IT Asset Management efforts- Coordinated the design and installation of several Audio/Visual systems- A key contributor to the Microsoft BitLocker Administration Management deployment to deskside support units - Designed and deployed a new tracking system for classroom support reoccurring maintenance tasks (Action runs) in Google forms and sheets

Provided remote and in-person support for Online Resource Center users including students, staff, faculty, and partner districts. Managed and maintained user accounts, resource access, community development, and training. Conducted remote and in-person training sessions and released online training materials for faculty, staff members, students and student workers on various technologies. Created various web features using HTML5, Javascript, CSS, and Google technologies for use with streaming video, data collection, forms, training documentation and conference classroom support. Managed several Polycom and Tandberg video conferencing systems across the state of Arizona in support of the NEXT and Aspire grants. Scheduled, monitored, and provided support for videoconferenced meetings using Polycom RMX4000 conferencing bridge.- Created a conferencing issue log to document connection and devices issues and a resolution process to improve the overall reliability of systems and devices- Provided reports to leadership on conference uptime, issue and resolution logs, and warranty status of equipment

Courses:CIS133DA Web Development I - HTML & CSSCIS166AA Intro to Java ProgrammingCreated and organized lecture materials, in-class discussions, and assignments. Graded assigned papers, quizzes, and exams. Assessed grades for students based on participation, performance in class, assignments, and examinations. Advising students on how to be successful in class and how to take advantage of the course content as it relates to their opportunities and goals.

Provided tier 2 technical support for faculty and staff at Arizona State University West Campus. Imaged computers using Ghost and Microsoft deployment tools. Performed virus scans and removal of malware or other detected threats. Provided general hardware and software support for the university and student-owned devices.

Deployed to the Western Pacific, the Arabian Sea, and the Persian Gulf from March 3, 2003, to November 5, 2003, in support of Operation Enduring Freedom and Operation Iraqi Freedom.