● Implementation of ServiceNow modules to streamline workflows and simplify business processes using IT Service Management, Configuration Management Database, and Hardware Asset Management modules.● Implemented university’s first global asset management application● Engaged in designing, configuration, and support of integrations between ServiceNow and other Indiana University resources including things like OpsGenie, Shibboleth, Slack, Teams, OCS Asset Management, SCCM, Jamf Pro, and BeyondTrust remote support.● Guide and develop junior staff members on projects, enhancements, and system defects.● Provide 24/7 support for IT systems infrastructure related to ServiceNow and BeyondTrust remote support.

● Preform analysis, maintenance, and support of information systems and applications utilized in technology support at Indiana University. Tools include enterprise service desk tools (BMC Footprints) and remote support tools (Bomgar).● Engage in frequent expert technical consultation with other university departments related to the application of these tools in a variety of service delivery environments. Requires on the spot analysis of business processes and mapping out workflows.● Lead in the evaluation, recommendation, and support of new technologies, services, and system management tools. Provide direction in designing, developing, documenting, and promoting guidelines / best practices related to enterprise processes.● Provide full cycle project management, project purpose, goals, performing risk assessment, timelines, and communication plan.

● Manage the daily computing and server environment for the Indiana University Alumni Association, encompassing 100 employee workstations across multiple locations.● Advise administration on future technology purchasing needs / requirements, manage IT lifecycle, assist in planning and IT budgeting.● Developed process to move critical systems into university shared resources (Intelligent Infrastructure), created logging and schedules for routine auditing and maintaining compliance with university mandated IT policies.

Beginning IT job where I answered phone calls, emails, chat sessions for generalized IT support for the university. Worked on various shifts that often times required no supervision and the ability to work with service owners about maintenance windows and posting notices for outages.