• Lead, facilitate, and provide oversight to technical governance processes.• Contribute to the establishment of standards and best practices for maintaining the ServiceNow architecture model.• Participate in the development of standards and best practices to ensure the overall health of the ServiceNow platform.• Collaborate with internal teams to define use cases, scenarios, and strategic objectives to drive customer success.• Assist in designing and implementing a platform operating model aimed at achieving customer-desired outcomes and promoting end-user adoption.• Offer technical assessments of demands placed on the ServiceNow platform, considering architecture, capabilities, and industry best practices.• Provide guidance in ServiceNow Platform design, emphasizing integration and performance considerations.• Evaluate architecture and solution designs to ensure alignment with customer goals and ServiceNow's implementation best practices.• Offer technical direction for platform development and enterprise-wide solutions.• Advise on configuration and coding standards.• Support the remediation of configurations that do not align with ServiceNow best practices.• Evaluate the health of instances, considering performance, manageability, end-user experience, upgradability, and security.Past and Present Customers (Known Brands)Amazon, Inc, Mars, Inc, Deloitte Global COE, Boeing, Lucid Motors USA, Mayo Clinic, GAP Inc, Chick-Fil-A, Daimler Truck of N. America, Kirkland & Ellis LLP, CSAA Insurance Group, Comcast, Commission of Construction of Quebec (CCQ), Costco, DXC, Flextronics, PayPal, Radiology Partners, Sacramento Municipal Utility District (SMUD), Sunbelt Rentals, TeraData, Teachers Insurance and Annuities (TIAA), The Church of Jesus Christ of Latter-day Saints

Responsible for providing guidance and consulting on client facing solutions leveraging the ServiceNow platform.

• ServiceNow technical lead and administrator that included project management, development, defined process, documentation, and support of Now applications.• Organized and facilitated the Change Management process and meetings, communicated to stakeholders and business concerning change impact, scheduled releases, and down times.• Worked with department directors/managers, leaders, and analysts to a roadmap and implement ITSM and ITIL practices and processes.• Managed the Problem Management processes and resolutions.• Worked closely with vendors to guarantee proper tool performance, service levels, and adherence to best practices, and identified opportunities based on roadmaps. • Administrator large enterprise software and platforms such as ServiceNow, Office 365, SharePoint, JIRA, Confluence, OKTA, and several other applications that were internally developed.• Strategically created new and innovative ways to deliver IT services aligned to business values through focus groups, one-on-one meetings, scorecards, or individual drive and passion.

- Worked with department leaders assessing their technological needs, built out processes, and acquired technologies to meet objectives.- Provided support and administrated hardware and software for PC and Apple users, servers, kiosks, network, wireless, internet, telecommunications, cellular phones, office equipment, and security server and components.- Developed organizational policies and procedures for hardware, software, electronic equipment, cellular phone acquisition.- Managed all email systems, DNS, domain names, and hosting.- Managed and developed all websites, social sites, content, and integrations.- Created goals, roadmaps, and budgets for the upcoming year.- Trained staff members and volunteers in the use of technology.

• Manage IT Department.• Identify technology objectives, develop actions to complete projects, implement and lead objectives, cost analysis of projects, and complete assigned goals.• Network, Web, Email Administrator.• Installed, configured, updated, and supported technology, network infrastructure, data, software, and telecommunication systems in ten offices throughout Northern California and the Bay Area. Built/Repaired PC’s, laptops, server hardware, and software.• Wrote procedures and policies for IT department. Designed corporate forms and documents. Wrote technical manuals, training guides, and videos.• Trained and supported employees in the use of software and technology.• Maintained Internet Information Services (IIS) to ensure website access and uptime. This includes SSL certificates, shopping carts, FTP, HTTP, POP3, SMTP, and user access.

• Assisted IT Department in developing, implementing, and supporting new software and hardware technology.• Trained individuals and groups in both hard and soft skills such as Microsoft applications, email programs, databases, E.S.D. (electrostatic discharge), ISO 9002 standards, safety, OSHA Regulations, Hazard Communications, ergonomics, quality, team building, and customer service.• Designed and implemented corporate forms and documents. Wrote technical manuals and training guides.