Support the ServiceNow IT Service Management development team in delivering top-quality solutions by conducting thorough testing and identifying areas for improvement. Committed to enhancing customer satisfaction through meticulous testing practices, continuous process refinement, and approval of all release tasks prior to deployment to production.• Develop and implement comprehensive test plans and cases for enhancements and platform upgrades.• Lead pilot programs and user acceptance testing to collect user feedback and ensure alignment with expectations.• Conduct functional, regression, and exploratory testing to detect defects early in the development process.• Collaborate with cross-functional teams, including developers, business analysts, and product owners, to understand project requirements thoroughly.• Established and maintain a process to evaluate Jira stories based on pre-defined criteria, ensuring they meet the "Definition of Ready" before commencement and the "Definition of Done" upon completion.• Utilize the Automated Test Framework (ATF) to automate testing for upgrades and conduct weekly regression testing efficiently.• Perform root-cause analysis on identified defects and work closely with development teams to resolve issues promptly.• Continuously monitor ServiceNow platform updates and new features to refine and improve testing strategies. • Participate in Agile ceremonies such as sprint planning, daily stand-ups, and retrospectives to provide input and contribute to the overall development process.

Quality Assurance Analyst responsible for ensuring the quality and reliability of ServiceNow IT Asset Management (ITAM) solutions. Conducted comprehensive regression testing and user acceptance testing to validate functionality and usability. Created and maintained automated test framework test suites to support upgrade processes and regular regression testing.• Developed and implemented thorough test plans and cases tailored specifically for IT Asset Management solutions, encompassing both hardware and software asset management aspects.• Lead user acceptance testing with the Hardware and Software Asset Management teams to collect user feedback and ensure alignment with expectations.• Conducted functional, regression, and exploratory testing to detect defects early in the development process.• Collaborated with cross-functional teams, including developers, business analysts, and product owners, to understand project requirements thoroughly.• Leveraged the ServiceNow Automated Test Framework (ATF) to streamline testing for upgrades and efficiently conduct weekly regression testing.• Performed root-cause analysis on identified defects and worked closely with development teams to resolve issues promptly.• Participated in Agile ceremonies such as sprint planning, daily stand-ups, and retrospectives to provide input and contribute to the overall development process.

Served as system administrator for Security Privileged Identity Manager (ISPIM) and Security Identity Manager (ISIM) applications. Maintained ISIM and ISPIM Virtual Appliances keeping current with patches and security certificates. Managed privileged and user accounts, including defining roles and accesses to IBM Cloud offerings. Provisioned and de-provisioned accounts and servers within ISIM and ISPIM. Acted as SafeNet MobilePASS token administrator managing token enrollments and supporting FortiClient VPN connectivity issues.• Collaborated and participated on streamlining project for management of Cloud privileged accounts by building, deploying and implementing ISPIM.• Imported over 10K privileged credentials with resources, identity providers and accesses into ISPIM, allowing for more controlled management of privileged accounts and authorized users.• Acted as single point of contact for ISPIM tool, managing over 29K credentials, 4K resources and identity providers and accesses.• Created documentation and conducted training sessions with key Cloud support personnel on administrative functions within ISPIM, alleviating dependency on IAM team for adding and updating privileged accounts and resources.• Mentored and trained IAM support team on ISPIM administration ensuring security and productivity is managed effectively.• Participated on implementing 2 factor authentication solution deploying MobilePASS tokens to 2k Cloud support users across EMEA and US/AP regions.• Discovered solutions and wrote FAQ documentation for MobilePASS token enrollment failures and FortiClient VPN connectivity issues in Windows OS.

Led team of 6 Deskside Support Representatives, provided 2nd level remote and on-site hardware and software support to AT&T customer end user community. Northeast region primary escalations contact for Deskside Support Representatives and AT&T end users. Served as project lead for Northeast region, coordinating support teams, tracking progress, managing deadlines, communicating progress and completions. Acting lead during team lead absence covering meetings, completing daily reporting and managing escalations.• Resolved 90% of tickets remotely, minimizing downtime and increasing productivity for end user.• Closed an average of 6 work orders per day, meeting expected target while earning 100% customer satisfaction rating.• Collaborated with Tier 3 support creating standard AT&T call center desktop image deployed across the AT&T enterprise.• Led project to remotely reimage 1.5K call center desktops using System Center Configuration manager (SCCM), backing-up and restoring user data along with deploying new image.• Directed project to remotely uplift 1K computers from Windows XP to Windows 7 using SCCM for deploying new OS.• Documented SCCM process for PC refreshes on AT&T customer account, provided technical training for all AT&T account Deskside Support Representatives.

Performed on-site and remote 2nd level support for desktops and laptops, enterprise applications, local and network printing, email, network connectivity and hardware issues. Managed SCCM collections and queries for software distributions, updating OS patches and enterprise applications.

Served as network administrator for Windows and Lotus Notes Domino Servers. Provided 1st and 2nd level support for desktops, laptops, local and networked printers, scanners, copiers and remote access for over 200 users. Trained new hires on use of Windows Operating System, Lotus Notes and enterprise applications. Designed and implemented custom Lotus Notes databases including ticketing system for tracking support requests.