• Played a primary role in development and implementation of Service Portal, catalogs, Requests, data migrations, catalog scripts and policies, workflow and flow designs for Federal client NIMH transitioning to ServiceNow.• Maintained multiple NIMH ServiceNow instances via Update and Import sets, patching and version upgrades per customer recommendation and protocols.• Created and configured Agile Development, Stories, Dashboards, Form Designs, Reporting, UI policies, UI actions, Business Rules, ATFs and ACLs and roles as needed.• Designed and implemented change management forms, view management to align with company policies.• Crafted and presented training documentation to NIMH clients to help users adapt and easily navigate within ServiceNow, addressing any concerns and eliminating complications.

• Administered and maintained health for multiple ServiceNow instances in addition to maintaining Zendesk, Salesforce and PagerDuty/OpsGenie.• Automated HR processes such as On-boarding and Off-boarding used by HR team via Service Portal, workflows and catalogs to reduce steps and provide proper compliance auditing. • Implemented CSM into ServiceNow to be used by non-technical and customer-facing teams including major incidents and parent/child tasks.• Enhanced change management, tasks, and incidents forms and workflows per internal requests• Reduced wasted spending each month via continual audits and reclamation of licenses for multiple systems, removing unnecessary charges and ensuring license availability for new employees and internal transfers.• Developed and maintained inbound actions, workflow designs, incident, change and task through business rules and client scripts to reduce redundant steps and improve efficiency.• Created user manuals and organizational documentation for both current and outside teams.

• Remedied 75% of Tier 2 issues occurring for problem identification, diagnosis, and issue resolution on vCenters, ESXi hosts, VMs and internal servers.• Coordinated and managed war rooms during outages or major issues, drafted and sent notifications for internal teams to use as customer updates.• Troubleshooted and addressed on-boarding issues for new accounts and environments, including database troubleshooting and task failures.• Provided comprehensive training to internal and off-site users to optimize systems maintenance and resolve recurring issues.

• Monitored, performed, and coordinated all hardware/software problems and repairs via outside vendors and service providers.• Created, maintained, and configured test and change control documentation of enterprise and network platforms.• Apply OS patches and upgrades on regular basis and upgrade administrative tools and utilities.