- Responsible for operations and maintenance, solution delivery, and process design frameworks.- Developed technical proposals and solutions for various ServiceNow products, resulting in a 40% reduction in incident resolution time.- Ensured project adherence to client SOW and managed day-to-day operations.- Led platform upgrades, maintained privileged access, and oversaw junior resources.

- Administered operations and maintenance across multi-instance environments.- Developed technical proposals for multiple ServiceNow products.- Ensured project efforts were within scope and managed day-to-day operations.- Led platform upgrades and provided oversight of junior resources.

- Provided remote IT services to high-level clients using remote access tools.- Assisted end-users with IT systems and processes.- Coordinated with on-site IT staff for immediate escalations.- Utilized ServiceNow while assisting in product project transition from Remedy (legacy system).

- Provided remote IT services and assisted end-users with IT systems.- Utilized the ServiceNow ticketing system for issue tracking and resolution.

- Remote IT Support for Boeing's Enterprise Service Desk.- Remote tier-2 desktop/workstation, remote access, and unix support.- Mentor and coach for outlying team members and backup lead for teams of 14-20 individuals.- Analyst of enterprise service desk metrics to identify trends and provide innovative process solutions to save cost and increase customer experience.