ServiceNow Technical SMESupported USAID M/CIO from July 2022 - July 2024- Built complex custom application to allow users to track Onboarding progress on Service Portal, allowing high level metrics and greater transparency- Contributed technical expertise and enhancement ideas in story grooming and design sessions, ensuring solutions aligned with business requirements- Led development & created project roadmap on Virtual Agent for ITSM- Implemented 4 custom change management processes, creating workflows, UI policies, and conducting extensive regression testing manually- Created on-demand survey to allow project manager to gather feedback from selected users on project value- Manually tested all work after pulling update sets into UAT and Prod, ensuring bug-free user experience

Developed Excel macros to streamline analysis of trade report dataInvestigated brokerages for non-compliant trade reportingCorresponded with firms and analyzed whether evidence supported firms’ defensesCoordinated with managers to ensure case outcomes consistent with FINRA guidelines & prior outcomesSummarized investigations in briefings

Provided technical assistance to customers navigating FINRA websitesAnalyzed registration filings, resolved filing & tier 1 registration issues, provided solutionsTrained 3 customer service coordinators on procedures & protocolsAdvised management on public’s feedback to new website features

Surveying street parking for availability data to increase algorithm accuracy

Drafted case briefs, interrogatories, & deposition summariesConducted legal research via WestlawGathered information from clients & insurers