• Optimized the ServiceNow team intake and Agile development processes increasing story completion by 35%• Decreased mean time for incident resolution for ServiceNow incidents from 5 days to 2 days• Changed the ServiceNow backlog management to better prioritize and categorize the team work• Introduced a ServiceNow roadmap for the growth and development of new features and visibility for upper management• Championed ServiceNow adoption among multiple teams, encouraging them to adopt ServiceNow process implementations• Developed new features for the Service Catalog, Change, Incident, Release, and Problem Management• Delivered a centralized Service Portal for internal customers and a Service Portal for Release Management• Appointed as Product Owner for ServiceNow and drove the vision, direction, and roadmap for the tool• Improved the communication and status reporting for the team to promote wins, escalate roadblocks, and raise awareness• Introduced ServiceNow stakeholder meetings to align the roadmap with stakeholder expectations and needs• Developed a roadmap and strategic plan for the formation of a tools team to manage enterprise tools and tool procurement• Completed 7 environment server build projects for the creation of new lower and production environments for financial applications• Managed a large-scale end-to-end encryption security project for all financial Linux production environments• Performed program and project management duties for a federal contract with an external partner and the government

Created the Technical Communications department from the ground up. Outlined processes and procedures for documentation in an ITIL and Agile environment. Documented SOAP and REST APIs for software as a service applications using Atlassian Confluence. Project manager for the setup, implementation, and ongoing maintenance of the Confluence site. Created templates, style guide, and author guidelines for the Confluence site. Designed Microsoft Word templates for outputting to Word from Confluence using the Scroll Office plug-in. Wrote release notes for all software applications and developed the process for ensuring accuracy in the release notes. Developed multiple Python scripts for automating documentation and reporting processes. Developed a Python script to automate the publication of software application release notes.

Wrote, updated, and maintained software documentation as a single-source document consisting of 19 individual projects. Enforced standards and consistencies in the documentation and the software. Worked with developers and quality analysts to improve documentation. Wrote and edited release notes for quarterly enhancement releases and quarterly bug-fix releases. Created a Windows software application for increasing efficiency when documenting with RoboHelp. Automated processes to reduce the time for the release of documentation from 6 hours to 20 minutes.