In my role as a Platform Specialist, I am an expert who directly engages with customers, using a combination of technical and business expertise to develop creative business solutions. Additionally, I serve as a consultant with the ability to provide comprehensive insights and guidance throughout the entire sales process, offering expertise in both delivering solutions and strategically positioning them.

Supporting organizations in Western United States to succeed in their Digital Transformation journeys through professional consultation and ServiceNow automation.

Represented ServiceNow as a subject matter expert in various professional scenarios across enterprise customer landscape· Engaged account stakeholders to support their digital transformation goals· Showcased the latest technologies of ServiceNow throughout sales cycles· Supported the Client Director in managing and building account relationships· Worked closely with marketing to drive customer engagement in my sales patch

Sr. Level ServiceNow Platform Architect & Developer serving federal and government clients· Senior ServiceNow development activities to satisfy requirements set out by project scope· Mentor to junior developers

On the Strategy and Performance Improvement team, I oversaw the enterprise service management software ServiceNow through hands-on technical development and leadership. My position included contributing to departmental process improvement initiatives· Led the team of ServiceNow developers and project teams in prioritization and execution of ongoing efforts· Conducted business relationship management activities with enterprise stakeholders as we expanded the ServiceNow footprint across the companyOther:Application Development within ServiceNowApplication Development, otherProcess ImprovementEnterprise Client relations by introducing non IT teams to ServiceNow and service management best practicesCMDB ManagementNew Process and Application ImplementationsProject and SCRUM Master Staff Development

Oversee 64 rock-star associates with vision, planning, execution and continued service improvement through incident management for the Service Desk, Network Operations Center and Tier I & II of the Clinical and Financial Analyst Teams.Through a positive attitude and core values, I strive to instill energy and worth into our work. Other contributions include, but not limited to:· Effectively navigated through the recent reorganization and successfully introduced and developed two new teams into our support structure· Highly involved with the recruiting process for new hires and promotions· Develop and hold accountability to team and employee goals· Directly contribute to organizational efforts via process recommendation and operationalizingconcepts· Team Lead for Diversity and Inclusion committee (Certified trainer for Internal D&I KnowledgeMap)· Leadership development to my staff supervisors to become next generation leaders· Excite and energize the people around me by the way of optimism and high execution

As Service Desk Supervisor, I provided leadership and technical direction to 25 Service Desk associates who provide for the technical support and Incident Management for the entire Christus Health enterprise. I successfully identified opportunities to enhance Service Desk contributions to the organization. Other contributions include, but not limited to:· Report and monitor on Service Desk metrics including tickets handled and call volume· Introduced Quality scorecards and process for quality control· Reported on and measures success against Key Performance Indicators· Drive and support knowledgebase development and contributions· Develop, set and hold accountability to employee and team goals· Develop rapport and communication between departmental groups in an effort to escalated casesthrough to resolution· Attendance and scheduling Management· Employee Training and Development

As Sr. Analyst Team Lead, I provide leadership a team of 14 analysts in a top-rated HCA Service Desk. I instill energy and worth into our routines while teaching top performance and exceptional service to our customers. Other contributions include, but not limited to:· Provide leadership for the support team by delivering day to day technical and operational direction· Develop reports using Crystal and other tools to show department service statistics and man hour reporting· Contribute to the implementation of WIKI technical support knowledgebase· Research new applications to prepare technical documentation for training· Utilize project management techniques to create, review and adjust workflow processes in efforts to improve and exceed service level· Systems Administrator for inventory control software, managing upgrades patching and database maintenance· Maintain vendor relationships while providing upper tier technical support· Mediate incidents between departmental groups for escalated cases through to resolution· Represent IT&S by interacting with other departments leads in solution development

Senior Support Analyst and supervisor of technical support personnel for more than 85 retail clothing outlets spread throughout United States. Other contributions include:· Traveled throughout Texas to new store openings as primary integrator of Point-of Sale hardware, software, computer systems and Point-of-Sale site database· Designed web interface to interact with remote Point-of-Sale databases for correcting common technical issues to improve service level and support efficiency· Resolve technical support related issues including desktop, networking, Point-of-Sale Hardware, Point-of-Sales software and Microsoft SQL database problems· Conducted technology and procedural training sessions to helpdesk employees· Bi-lingual technical support