Kevin Ferguson Email and Phone Number

-Led implementations for ITOM and ITSM, overseeing projects from discovery to go-live and post-implementation support, which improved operational efficiency and earned a cumulative 4.75 CSAT.-Architected scalable ServiceNow solutions for ITOM and ITSM systems, streamlining workflows, automating processes, and integrating real-time monitoring, resulting in improved task response times, a 75% reduction in manual effort, and improved compliance with governance standards.-Supported the implementation of ITAM to enhance asset tracking and lifecycle management in ServiceNow, improving asset visibility and reducing discrepancies.-Developed deployment strategies for different environments, creating customized workflows for development, testing, staging, and production, leading to more efficient code deployment and reduced downtime.-Mentored junior developers on the team, offering guidance on ServiceNow practices, workflow customization, and troubleshooting, which enhanced team performance and accelerated their skill development.-Facilitated discovery and requirement-gathering sessions with cross-functional teams to ensure alignment between technical delivery and client expectations for ITOM and ITSM implementations.-Developed reusable custom Flow Designer actions and subflows, introducing new functionality and automation capabilities to the platform, enhancing efficiency and allowing future projects to leverage these components for faster deployment.

-Collaborate with the engagement team to enhance the client's ServiceNow-based infrastructure, encompassing on-prem, hybrid, and cloud environments.-Partner closely with the engagement team to curate and prioritize ServiceNow task backlogs, address issues and changes, and present improvement proposals for client environments.-Engineer automated ServiceNow solutions to monitor and bolster cloud-based infrastructure effectively.-Ensure the timely and cost-effective delivery of ServiceNow solutions that consistently surpass client expectations.

-Demonstrated expertise in the ServiceNow platform, adept at streamlining operations and enhancing efficiency through configuration, customization, and workflow development. Leveraged JavaScript, HTML, CSS, and AngularJS to create tailored applications that accelerate business processes. Ensured compliance with industry standards and regulations, mitigating risks, and ensuring data security.-Experienced in collaborating with cross-functional teams and translating business requirements into ServiceNow solutions to meet organizational goals. Capable of gathering, refining, developing, testing, and deploying ServiceNow requirements for various clients.-Skilled in building strong client relationships and fostering trust through persuasive communication and customized presentations that address client-specific pain points, ultimately influencing stakeholders to embrace ServiceNow as a transformative solution.

• Spearheaded the prototype development for the integration of MUOS Satellite Antennas on FUVs (tactical vehicles), elevating real-time data acquisition about potential threats by 50%, enhancing command decision-making in intense battlefield situations.• Demonstrated proficiency in overseeing a robust team of IT support analysts and maintenance technicians dedicated to serving over 250 users spread across various geographies.• Engineered a workflow transformation that identified and rectified a bottleneck causing a 20% loss in user-access and onboarding requests. Implemented a Microsoft Power Automate solution, resulting in an increase to a 99.99% processing and record-keeping rate. Allowing for the successful and compliant onboarding of 110+ employees from implementation to present day.• Managed the full lifecycle of $6.18M worth of IT assets, including 297 Controlled Cryptographic (Secret) Items, ensuring 100% accountability and compliance.• Orchestrated the intricate relocation of the SIPR (Secret Internet Protocol Router) network between buildings, successfully minimizing downtime and ensuring 100% operational continuity.

In addition to my role as IT Service Desk Manager, I have volunteered to hold the role of Sharepoint Administrator. I have a strong understanding of Sharepoint's capabilities and how to leverage them to improve business processes and collaboration. I have experience in designing and customizing Sharepoint sites, creating Power Automations, and developing custom solutions using Sharepoint Designer and other tools. With a focus on user experience and functionality, I work collaboratively with stakeholders to gather requirements and implement solutions that meet their needs. I am also experienced in troubleshooting and maintaining Sharepoint environments to ensure high availability and performance.

• Led an initiative that decreased ping rates by over 200ms. This foresight and precision resulted in a ~45% improvement in internet speed and performance for subsequent military operations.• Demonstrated proficiency in overseeing a robust team of 40 Network Engineers dedicated to serving over 2,000 users spread across various geographies.• Managed and accounted for assets worth over $11.2M, introducing a digital tracking system that decreased annual maintenance costs by over $100k.• Through rigorous testing and validation, responsible for the acquisition of a $3M satellite transmission asset for the S.S. Wright, bolstering both local and overseas command and control capabilities.• Directed the establishment of telecommunication frameworks for key military exercises, ensuring the successful and reliable communication between ground and air-based offensive and defensive operations in remote environments.• Served as a subject matter expert, providing SATCOM, LAN/WAN, and application service insights to senior military leadership.