Maria Gabriela is passionate about making ServiceNow resources and opportunities accessible to everyone regardless of income, identity, nationality, upbringing, or environment. As a proud member of the LGBTQIA+ community, a Venezuelan-American immigrant, and a woman with disabilities, Maria Gabriela strives to break boundaries and highlight the contributions of traditionally marginalized groups.

- Worked on and Resolved issues with a very complex public widget form for a highly visible client during a critical time period. The system received 250,000 applications in 5 days through the portal.- Built data sets and transform maps for importing data from other sources into ServiceNow.- Documented all technical work, created knowledge bases to share information with both colleagues and customers.- Created and implemented complex Service Portal pages consisting of multiple custom widgets.- Implemented designer-provided user interfaces as well as designed user interfaces utilizing UX skills and experience. - Implemented and Configured ServiceNow Applications including ITSM, ITOM, and Service Portal.- Designed and Developed ServiceNow Tables, Fields, Forms and Access Controls.- Created Business Rules, Script Includes, Client Scripts, UI Policies, and UI Actions.- Used JavaScript, Angular JS and other technologies to develop solutions for requirements that could not be satisfied through low code or no code configuration.- Created and worked on Scoped Applications using Studio.- Automated activities leveraging Flow Designer and/or Workflow Engine according to what would be the best fit for each situation.

- Coordinated the scoping, development, testing and release of 1,500 stories in a 3 month time span, culminating with the release of the state’s fiscal year 2020 catalog.- Designed, scoped and helped develop the Dynamic fulfillment Workflow. This workflow consists of two tables, one for approvals and one for fulfillment, that handled complex workflows to accommodate 86 state agencies and 7 service tower companies in one request management system.- Led the Release Coordinator team, consisting of two Junior Administrators that handled bi-weekly releases, monthly clones and bi yearly upgrades. Established the release, clone and upgrade procedures and handled communication with the client regarding changes to the system.- Guided the Production Support staff member in maintaining the ServiceNow incident queue and handled tough customer service situations as they arose with executive level clients.- Maintained relationships and communications with the Business Relationship Management team to better serve the 80+ agencies serviced by the client and the 7 Service Tower Supplier companies that utilize the system.- Led integration efforts between the development team and one of the six Service Tower Supplier companies. Assisted with 2 integrations between the Service Tower Suppliers and our ServiceNow environment. The integrations utilized a custom REST API that I helped make updates to as well.- Handled discovery of and scoped the creation of an application to assist with one of the state’s functions. The application consisted of 77 stories, split in to 3 epics and sought to automate 68% of the work being done by a team of analysts.

- Maintained ownership of the design and best practices for the Service Portal.- Helped maintain the stories backlog and assisted with incorporating feedback and requests from many different stakeholders and implementing requests in ways that did not negatively impact other parts of the system.- Established the development process that stories went through in their lifetime, established QA procedures and UAT processes.- Engaged with executive level end users in high stakes, tense high-paced situations. Troubleshot and assisted with any issues for high-impact state agencies.- Helped lead development team, bring new developers up to speed, conducted code and peerreviews to ensure code quality.- Coordinated go-live efforts for the ServiceNow platform. This consisted of managing 6 bridge lines to identify users having issues and connecting them to technicians or developers for triage, managing the promotion of update sets and ensuring smoke testing went smoothly. Also coordinated granting access to 1,000+ licensed users during the go live week.

- Established and maintained relationships with multiple clients on different contracts.- Shared best practices and consulted with clients directly to identify their needs.- Translated high-level business requirements into functional specifications forimplementation.- Interacted with subject matter experts, application development, implementation supportand production support staff to define functional specifications that met the client'srequirements and were technically appropriate.- Created, wrote, tested and validated stories based on analysis of business requirements.- Provided implementation and post implementation support.- Wrote knowledge articles and documentation that described features and functionality fortechnical and business users.- Led training for both clients and end users on new applications and services provided.- Established a ServiceNow implementation practice and began the development of aServiceNow Partnership team within the company to better fulfill contractual requirements.- Scoped, planned and led Asset Management implementations, and other configurations ofthe base ServiceNow platform.- Perform administrative duties for clients including maintenance of production,development and other ServiceNow instance environments, version upgrades and configurations of out of the box applications.

● Acted as the ServiceNow Administrator and performed day to day maintenance of two separate instances. (Production and test)● Took both instances through the full upgrade cycle, developed a UAT Plan for testing after the upgrade, and established the testing procedure to have full application and usage coverage finished in one hour post go live to prevent further down time.● Built requested category items and workflows to expand the functionality and use of the Service Portal, and better automate departmental procedures and processes.● Worked in-depth on a project that involved Orchestration knowledge and required coordination and communication among several teams, third-party vendors, departments and senior leadership.● Implemented Asset Management and created processes and procedures to facilitate the inventory management of several different office locations.● Fulfilled the role of a Business Analyst to determine other department's needs and how to best fulfill them utilizing ServiceNow.● Once the needs were determined, I developed and led training to bring ServiceNow knowledge to different teams to assist them with fulfilling tickets, or to allow them to submit requests and tickets as an end user through the Service Portal. ● Maintained and created the knowledge articles needed for successful implementation and procedure and maintained and modified the Knowledge application within the system to meet business needs.● Developed training materials and then trained individuals or teams on the knowledge needed to best execute their jobs within ServiceNow.● Helped encourage adherence to ITIL framework by advising on Process/Change/Incident Management utilizing knowledge and ITIL familiarity obtained through research.● Utilized software deployment tools and OS imaging tools such as Windows Deployment Services and Microsoft Deployment Toolkit.● Acquired working knowledge in Active Directory administration and email distribution group administration.

• Help lead the team as a senior technician, assist with training new technicians and document steps to resolve common issues by creating and maintaining a centralized knowledgebase utilizing One Note• Use growing SQL knowledge to resolve advanced data problems encountered by clients• Utilize knowledge of development processes learned in previous positions to best document bugs encountered by customers• Use best judgement to determine when escalations are needed to resolve emergency issues• Take and resolve calls in a prompt manner while providing the best solutions and excellent customer service for the client• Learn how to gather the knowledge needed to best resolve issues• Operate within a fast-paced environment• Gain advanced knowledge of proprietary golf management software• Use Salesforce CRM and TFS systems to document issues faced by our customers• Utilize considerable organizational and communication skills, including prioritizing tasks based off of customer needs• Provide rotating 24/7 on-call support to ensure client uptime

• Provided second & third tier support for tickets escalated from Tier I and II technicians. Typically required more in-depth analysis and data intervention.• Gathered feedback from clients selected to beta new product releases• Led discussions and managed communications between departments to ensure the beta goals were met and clients received new product releases on time• Coordinated 11 different product betas which included selecting good candidates from among our current clients, communicating with local IT and site managers, General Managers and Controllers in order to provide software upgrades and ensure their systems went live with no problems afterwards• Provide rotating 24/7 on-call Analyst/Escalation level support to ensure client uptime and provide an escalation level for the other on call technicians in cases where the client was unable to operate business

• Taking and resolving calls in a prompt manner while providing the best solutions and excellent customer service for the client• Learned how to gather the knowledge needed to best resolve issues• Needed to operate within a fast paced, ever-changing environment• Gained advanced knowledge of proprietary golf management software• Used Surado CRM and TFS systems to document issues faced by our customers• Required considerable organizational and communication skills, including prioritizing tasks based off of customer needs

As a Sales and Service Specialist my main role was to take care of the customers. I ensured that their every need was met and I discovered more through getting to know each and every one of my customers. I was able to help them in the teller line or in the platform, in order to better build rapport and trust.

My time as a Teller was spent ensuring that every person left with a smile, a perfectly completed transaction and with all their needs met. I helped refer people to the bankers who could help them with their savings and banking goals, as well as helped Latin customers get more involved in their banking because I was the only bilingual associate in my bank.

I worked at GameStop since I was in High school, and progressed from being a regular sales associate to being a key holder there over the years. Customer Service and running transactions were my main duties as a Senior Game Adviser.

Running the cash register, ensuring customer delight and taking care of the general appearance of the shop were some of my main duties.