Responsible for primarily incident management, network monitoring and support, software troubleshooting, Windows Server maintenance, Entra ID/AD user management, extensive process documentation and staff training.Improved performance and SLAs by developing an automation system using JavaScript, ServiceNow Glide API and PowerShell to:- Action windows maintenance tasks (low space, resource utilisation) on virtual servers automatically based on inbound tickets- Generate and action other alert tickets based on rules using the Glide API- Integrate server monitoring data into ServiceNow using a web scraper where an API wasn't available- Trigger notifications to agents to prevent SLA breaches

As part of a small team, I planned, designed and developed the front end of an absence manager web application to pre-set client requirements.Work for a prior project included the part development of a document management system using Python.