SERVICENOW OPERATIONS SUPPORT LEAD• Transitioned from Deloitte after demonstrating excellent performance in prior role.• Mentored team of 6+ ServiceNow Administrators to maintain and support 7+ heavily customized ServiceNow instances and relating integrations with 1000+ active users.• Regularly consulted with ServiceNow vendor and professionals to review and assess instance health, ongoing issues and areas of improvement; resulting in platform availability of more than 95%.• Oversaw and supported 5+ ServiceNow Platform upgrades and several patches, including overview of new features and testing early release versions from Madrid to Vancouver.• Identified areas of improvement and devised solutions around automation and self-service solutions, reducing repeat requests and incidents by 30%; recognized by several clients and managers for efficient and timely resolution of critical issues.• Collaborated with CMDB team to rehabilitated ServiceNow ETL data sync solution to internally built solution, resulting in 90% data accuracy for reporting and reducing monthly costs by $2000+.• Managed and organized 70+ REST API service accounts and conducted regular review and optimizations of REST API queries to ServiceNow platform, improving platform performance by 15%.• Documented Standard Operating Procedures and best practices around core integrations and conducted trainings to improve team’s capabilities around overall support, initial response and overall resolution of issues; Retain SLA compliance of +85%.

SERVICENOW OPERATIONS L1 SUPPORT LEAD for PayPal:• Promoted to Solutions Specialist within 12 months due to strong performance and exceeding expectations.• Addressed 70+ Request and Incident tickets, contributing more than 65% of overall ticket queue and exceeding expectations; acknowledged by management and client for diligence and resolution efficiency.• Improved and maintained Request and Incident SLAs above 90% weekly.• Authored Standard Operation Procedures, Knowledge Articles, and Confluence pages for customers to self-service and to improve team capability.• Elevated team productivity by conducting interactive training sessions for a team of 6 employees and optimized Incident Response procedures.

Served many clients performing various roles including:SERVICENOW AMS for Financial Service Client:Performed System Administration duties – including and system maintenance, monitoring, and management. Provided Tier 1/2 support to customers through multiple communication channels. Responded to and analyzed alerts/incidents for proper triage and escalation. PROJECT TESTER for Financial Service Client:Analyzed and designed test cases and test scripts for client’s platform applications. Performed functional, integration, and regression tests for client’s various applications and modules. Debugged ServiceNow scripts and collaborated with developers to resolve issues.LIGHTS ON SUPPORT Consultant for Health Service Client:Created documentation, guides, and trainings for team to expedite issue response efforts. Analyzed and troubleshot error logs and collaborated with team to resolve issues within a timely manner to meet SLAs. Analyzed existing bash scripts/workflows and devised solutions/enhancements with team.OTHER ROLES:Systems Integration Tester for Health Service Client, QA Test Analyst for a Health Client, Call Center Support for State Tax Client, Correspondence Validation tester for State Tax Client, and Functional and Regression tester for Financial Client

Collaborated with a team of engineers to develop test scripts in C for FPGA code with compliance to aviation standards.

- Regulated distribution of items throughout library through effective organizing - Maintained high standards of customer service by responding to customer questions and complaints- Educated customers daily in using library facilities through effective and professional communication

- Worked independently and with IT team in setting up new users and participated in ad-hoc projects/assignments requested by IT manager- Maintained 10-15 computers weekly through resolving support tickets promptly and professionally- Regulated employee workflow through quick and efficient debug and remote login- Enhanced troubleshooting pace through improving hardware/software utilization and file organization- Supported 15-20 users in and out of office by solving issues and communicating effectively