From September 2023 to November 2024, I served as a ServiceNow Product Manager where I defined and communicated the product vision, aligning it with business and customer needs. I led cross-functional teams through the product lifecycle, from development to post-launch, enhancing customer experience through data-driven decisions.

Sr. Engineer working specifically with ServiceNow IT Service Management(ITSM), HR Service Delivery, Field Service Management, Employee Center, Service Portal, Discovery and Performance Analytics.

As Lead Software Developer my responsibilities include developing custom applications, modifying current applications and troubleshooting problems using the ServiceNow ITSM environment. US Immigration and Customs Enforcement (ICE) implemented the ServiceNow ITSM environment in June of 2017. I was part of the UAT test team and worked closely with the implementer on development efforts prior to and following go-live. Since implementation I have been responsible for all aspects of the ServiceNow environment including development in the Service Portal, Service Catalog, and all ITSM modules. Prior to ServiceNow ICE used BMC Remedy as their ITSM platform. During that time I was the sole developer and coordinated and performed the upgrade from v7.6.03 to v8.1.

Working as Tier 3 support and administrator the US Army's implementation of BMC's Remedy ITSM Suite. Am a BMC accredited administrator for ARSystem 8.x, ITSM 8.x, and Atrium CMDB.

Work with the junior and senior youth programs, facilitate weekly high school Bible study, and taught 5th & 6th grade Sunday school for over 12 years. As Deacon I occasionally perform worship services when the pastor is unavailable.

I work closely with the Service Management Architect providing my development expertise in customizing Schwab's ITSM environment. I was also a member of the hardware asset management team and collaborated on policy and process changes. My strengths lie in the depth of my knowledge of the core ARSystem and my ability to dig deep into the workflow to provide the best customizations possible.

Responsibilities include analysis, design, and development of new BMC Remedy applications; maintenance and enhancement of the established Remedy applications, program custom integration to the database and other applications, troubleshoot client and server software problems, and maintain/upgrade client and server software. I am the sole source of development, maintenance, and support for Choice Hotel’s BMC Remedy environment. This includes working with my customers to determine their needs, communicating those needs in written form, prioritizing wants vs. needs, converting the approved analysis into a workable application or modification, and providing effective user training and/or documentation. Additional responsibilities include administration and development of the IBM Tivoli Service Request Manager tool as well as training new users. As Choice transitions to an ITIL-based IT organization I have a hands-on role in the establishment of the new policies and procedures required for that transition.

Development & maintenance of the Remedy based, Technologies Help Desk problem tracking software, managing special projects, and providing desktop computer support for the Help Desk personnel.

System Administrator - Installation administration, and hardware/software support for 150 PCs & 4 Novell servers as well as administrator for a 200+ node Macintosh network.Staff Trainer - Coordinating, scheduling and facilitating all computer skills training for 325 employees, including introductory and advanced levels of Macintosh OS, Microsoft Office products, and the Franklin Time Management course. Also coordinated all additional site training, one-on-one consulting with customers concerning computer skills assessment, and custom class design.HRIS Administrator - Provided management with personnel reports, and coordinated the performance management process. Also co-facilitated various team building activities, and headed the corporate HR web site implementation project.

At IPRO I was responsible for the configuration of all scanning systems including loading and configuring the Novell Netware software on the server and Microsoft Windows operating system on the individual stations. I packed shipped and setup the system onsite prior to the scanning teams arrival. A also was called to accompany the sales people to attend sales calls and trade shows as the technical SME.