My career accomplishments consist of more than 16 years of experience implementing technology projects, developing product requirements, analyzing support strategies and enriching processes to facilitate improved operations and efficiency. My problem-solving skills allow me to excel in driving teams through all facets of project life cycles and realizing improved efficiency and productivity.Highlights of my experience include:Directing day to day IT operations, managing and coordinating with teams located at different locations.Well versed in defining development strategies, business and risk analyses, budgeting and forecasting.Effectively lead the IT teams overseeing all requests, incidents and problems. Managed the custom build ticketing tool.Act as a hierarchical point of escalation, managing the coordination within different teams ensuring response to critical issues as raised.Coaching and implementing new programs and process improvements.Implementing cost-effective initiatives to maximize profits and stimulate a high level of internal and external customer satisfaction. Experience leading the implementation of new functionality in ServiceNow, specifically with Incident, Problem and Change Management. Create and configure Business Rules, UI Policies, UI Actions, Client Scripts and Notifications Design, develop, and maintain complex ServiceNow workflows Technically proficient to design and build applications in ServiceNow that meet business goals and objectives.