Serves as a Business Analyst, identifying user needs, gathering requirements, and designing IT solutions aligned with organizational goals.Leads agile projects by creating user stories, participating in backlog refinement, sprint planning, and taking on Scrum Master duties.Leads QA testing for ServiceNow enhancements, including functional testing and User Acceptance Testing (UAT), ensuring all features meet requirements before deployment.Maintains strong relationships with stakeholders, facilitating clear communication and alignment on project goals.Develops and optimizes ServiceNow catalog forms, focusing on user-friendly interfaces and efficient data collection.Manages the onboarding of new services into the ITSM environment, ensuring seamless integration and alignment with ITIL best practices.Serves as an expert in IT Asset Management (ITAM) initiatives, ensuring accurate tracking and lifecycle management of assets within ServiceNow.Implements best practices in ITAM to optimize asset utilization and reduce cybersecurity risks.Specializes in incident, problem, and change management processes, ensuring alignment with ITIL best practices and driving continuous improvement.Provides expert-level support for ServiceNow, resolving technical issues, providing KPI reports, and facilitating platform improvements.Drives innovation by identifying opportunities for process improvement and implementing solutions that enhance efficiency and effectiveness.Stays updated on the latest industry trends and ServiceNow capabilities, continuously seeking ways to enhance processes and solutions.Collaborates with cross-functional teams, including developers, operations, and business stakeholders, to ensure that solutions meet diverse needs.Integrates human performance improvement (HPI) principles into IT solutions, creating processes that empower users and enhance productivity.

Served as a trusted senior technical advisor and provided advanced technical support for a range of hardware, software, and peripherals used by over 750 colleagues with diverse technical abilities, both onsite and remotely, across 7 core departments within Facilities.Managed small to large-scale IT projects and led technical deployments within Facilities, defining requirements, coordinating/fulfilling project tasks, and hosting UAT sessions with key stakeholders.Assisted with the management of IT Service Management within Facilities IT, including the development, improvement, and alignment of IT processes with ITIL’s General, Service, and Technical Management Practices.Created reports and dashboards to actively monitor metrics and key performance indicators within Facilities IT and advised on data-driven strategic initiatives to improve the effectiveness and efficiency of technical support services.Used data and collaborated with key stakeholders to create innovative goals, identify and analyze gaps based on quantitative and qualitative data, and recommended and implemented new and improved processes that resulted in greater efficiency, effectiveness, and productivity within Facilities.Led the implementation of IT Service Asset and Configuration Management within Facilities IT to support, manage, and ensure the accuracy and integrity of nearly 2000 hardware devices used by Facilities.Served as an IT Subject Matter Expert who researched and recommended new technologies and services that provided value to the organization, met security requirements, and addressed the changing IT needs of users within specific departments and Facilities as a whole.Led the implementation, adoption, and continuous improvement of ServiceNow for IT Service Management within Facilities IT.Created and maintained best practices, process and system documentation, workflows, and knowledgebase articles.Developed communication plans and training materials for colleagues.

Provided technical support for all hardware- and software-related problems to Facilities’ 700 employees across 13 different groups.Designed and facilitated group and one-to-one training sessions for employees.Developed documentation and training materials for new and current technology applications.Identified and analyzed technology needs for groups and individuals, providing solutions to increase productivity and efficiency.Managed yearly rollouts and upgrades of computers and tablets across Facilities.Managed a range of technology-related projects for individuals, groups, and the organization.Led the adoption of data to determine root causes of recurring issues and provided solutions to resolve those issues.Managed the work order management system to track open tickets.

Provide technical support for all hardware- and software-related problems to Facilities’ 700 employees across 13 different groups. Design and facilitate group and one-to-one training sessions for employees. Develop documentation and training materials for new and current technology applications. Identify and analyze technology needs for groups and individuals and provide solutions to increase productivity and efficiency. Manage yearly rollouts and upgrades of computers and tablets across Facilities. Manage a range of technology-related projects for individuals, groups, and the organization. Lead the adoption of data to determine root causes of reoccurring issues and provide solutions to solve those issues. Oversee the adoption of an asset management solution to maintain records of all hardware and software assets for Facilities and provide detailed information on total cost of ownership.Assist in Facilities Customer Service which receives and processes work orders for Facilities employees.Oversaw the digitization of all Princeton University Land Records.

In collaboration with the Communications Department, I provided insight and graphic design skills to rebrand the Rosemont College General Education Program. The project’s goals were to increase the awareness of the program and help explain its value to current and prospective students. I was able to use my unique understanding of the program as a recent graduate, the Student Government Vice President of Academics, and as a member of the Academic Work Group of the Rosemont College Strategic Planning Committee.

Worked with select members of college community to develop Strategic Plan for Rosemont College to implement over next five years. Provided ideas and recommendations to improve academic infrastructure. Organized and led initiative to bring 21st century learning outcomes into General Education Curriculum and implemented marketing design to improve student awareness of the intellectual and practical skills gained at Rosemont College.

Provided group and one-to-one tutoring in writing, research, and a variety of other subjects in the humanities and sciences within the Student Academic Support Center. I also developed training materials for students and performed general clerical work.

Mentored incoming first-year students and informed them of relevant policies and procedures so they could comfortably transition into the college community.Led class discussions, organized lessons, and helped students become engaged on the campus; it was extremely successful since it was from a fellow-student.Provided assistance to students working on research papers, and graded and offered feedback on student quizzes, exams, and papers

Utilized my strong analytic, writing, and research skills to assist an author writing a history book on Native Americans during 1850s. I worked closely with the author to edit his drafts, provide historical context, analyze primary source documents, and assist in record organization.