• Architected and optimized Service Now ecosystem in an Agile Environment, leveraging JavaScript, Jelly, AngularJS, REST API, and HTML/CSS to develop robust Business Rules, Client Scripts, Flows, Workflows, Widgets, Portal Pages, and custom scoped applications• Spearheaded the design and implementation of a cutting-edge Employee Service Center portal, significantly improving the user experience for Legal Services, Supply Chain, and IT Service Management• Facilitated strategic discussions with C-suite executives and key stakeholders to translate complex business requirements into scalable technical solutions• Engineered a comprehensive onboarding/offboarding solution using ServiceNow flows, catalog items, order guides, and Active Directory integrations, saving the Identity Management team an estimated 3,000+ hours annually in manual processes• Drove continuous platform evolution by implementing new ServiceNow modules, products, and integrations, directly aligning with organizational objectives and enhancing overall operational effectiveness• Increased overall platform security score from 70 to 95 by implementing recommended security settings and configurations

• Monitored the platform's performance and resolved issues as they arose• Led migration of legacy on-call system to ServiceNow to ServiceNow On-Call Scheduling• Developed and maintained comprehensive documentation for ServiceNow processes and procedures• Served as the primary point of contact for ServiceNow-related incidents, achieving a 95% first-contact resolution rate• Orchestrated seamless ServiceNow upgrades and patch implementations, consistently meeting or exceeding 99.9% uptime SLAs during maintenance windows

• Orchestrated and mentored a diverse, cross-functional team of 10+ professionals, overseeing critical IT operations including endpoint management, desktop virtualization, automation, alerting, and enterprise communication• Partnered with finance teams and C-level executives to pioneer a "Device of Choice" initiative, offering macOS or Windows options to eligible employees, resulting in a ~15% increase in employee satisfaction scores• Championed Agile methodologies, facilitating daily scrum meetings and weekly sprint planning• Engineered robust automation solutions using shell/bash scripting (macOS) and PowerShell (Windows), integrated with configuration management tools, reducing software deployment time by 25%• Leveraged advanced MySQL queries to extract and analyze complex datasets• Spearheaded a comprehensive security enhancement initiative by implementing least-privilege access models and standardizing monthly patching processes, achieving industry-leading 95%+ patch compliance rates• Designed and deployed automated Power BI dashboards for real-time monitoring of the endpoint landscape, providing instant visibility into patch compliance, security controls, OS versions, and device health, facilitating data-driven decision-making across the organization

• Orchestrated a seamless migration of all macOS devices to Jamf Cloud from on-premise infrastructure, resulting in a 99.9% uptime of the platform• Engineered and deployed a custom macOS managed software server using the open-source tool 'Munki' on Linux, optimizing update processes and reducing software deployment times by 40%• Pioneered a cutting-edge "zero-touch" enrollment system, enabling remote Mac configuration and reducing IT support tickets by 50% during onboarding• Spearheaded the Microsoft Office 365 rollout to 5000+ users, achieving a 95% user satisfaction rate• Collaborated with IT security to architect a robust, standardized software intake process, enhancing control over the software ecosystem and reducing security vulnerabilities• Partnered with the ServiceNow application team to design and implement a comprehensive hardware and software catalog, streamlining asset management and reducing procurement cycles

- Managed hardware and software issues for a Global Enterprise consisting of over 5000 users.- Supported and managed MacOS environment through Jamf Pro- Managed hardware and software assets via ServiceNow.- Created and maintained documentation for technical SOP.