Consult small business clients in the concept, create system architecture, and perform system migrations. Program sophisticated features and evolve development to back-end applications. Launch websites for students in various industries. Teach and provide educational resources to clients to assist in successfully implementing technology improvements. Volunteer at various non-profits throughout Colorado providing tech help and teaching everyday computer skills.

Oversaw companywide system implementation and migration to ServiceNow. Developed and integrated processes and tables including ITSM, CMDB, Service Catalog, ESC and SP portals, branding, KM, email rules, flows, variables, choice lists, assignment rules, skill taxonomy, UI policies, client scripts, ACLs, approvals, personas, groups, and roles for ServiceNow. Managed dev, test, and production instances; utilized import sets, transform maps, and data sources to create update sets for development… Show more Oversaw companywide system implementation and migration to ServiceNow. Developed and integrated processes and tables including ITSM, CMDB, Service Catalog, ESC and SP portals, branding, KM, email rules, flows, variables, choice lists, assignment rules, skill taxonomy, UI policies, client scripts, ACLs, approvals, personas, groups, and roles for ServiceNow. Managed dev, test, and production instances; utilized import sets, transform maps, and data sources to create update sets for development, enhancement, and continuous platform improvement. Directed international ServiceNow training for leadership teams providing instruction and support documentation. Integrated Happy Bot, an AI Chatbot that provided quick solutions reducing service tickets using ServiceNow. Reduced Tech Stack by migrating RingCentral to in-house Zoom Phone, saving the company $36k/monthly. Designed and spearheaded onboarding and off-boarding processes for internal systems. Oversaw companywide new hire onboarding and training for internal systems; lead IT Trainer for newly hired staff/monthly (50-100). Managed, developed, and strategically launched companywide policies meeting strategic initiatives and timelines. Led a team of 17 internal IT Agents in multiple system migrations, resolving capacity and production deficiencies. Created and maintained the first IT Handbook for Agents providing SOPs, best practice processes, and procedures. Increased operations efficiency by building cross-department functional and technical documentation. Trained new IT Agents, administered desktop/network support on-site and remotely, and imaged/deployed devices for new Zoom team members. Honors: Zoomie of the Quarter, Q2 2018; IT Department ‘Transformer’ Award presented by IT Director, Q3 2019. Show less

Migrated from ManageEngine to ServiceNow; developed processes, personas, groups, roles, and ITSM skills for service delivery that did not exist. Strategized ServiceNow migration to improve KPIs, service delivery, and ITIL foundation. Implemented ServiceNow making sure that the new system reflected the newly acquired cost centers and their processes. Reduced KPI numbers during mergers prioritizing KPIS AKA earning satisfaction survey KPIs above 95%. Determined operational strategies, conducting… Show more Migrated from ManageEngine to ServiceNow; developed processes, personas, groups, roles, and ITSM skills for service delivery that did not exist. Strategized ServiceNow migration to improve KPIs, service delivery, and ITIL foundation. Implemented ServiceNow making sure that the new system reflected the newly acquired cost centers and their processes. Reduced KPI numbers during mergers prioritizing KPIS AKA earning satisfaction survey KPIs above 95%. Determined operational strategies, conducting needs assessments, performance reviews, and capacity planning. Identified and evaluated state-of-the-art technologies, defining user requirements and cost-of-use analysis; led a team of 7 in successful implementations and mergers. Show less

Deployed 500+ VPN devices around the world to ensure encryption/security of data for high-profile clients. Improved system performance by identifying problems, and recommending solutions to optimize end-user productivity. Diagnosed and resolved technical hardware and software issues involving desktop, internet connectivity, email, and VOIP.

Remotely helped users ranging in skillsets with their gateways and routers. Upsold services to meet client and business needs. Trained and encouraged new agents on best practices.