Responsible for managing all aspects of our core platform, including but not limited to: integrations, shared services, data lakehouse, virtual agents and analytics.Providing guidance to and working closely with Flexera’s Senior Leader Team to give them a clear understanding of business goals, product strategy, customer escalations, roadmaps and development milestones.Serve as primary architect for ServiceNow related development and integrations.Work closely with numerous customers to help understand their business problems, providing consultation and guidance and helping them achieve their business goals.Support sales related activities, providing documentation, collateral, webinars and training.Assisting our support and engineering teams by providing guidance, engagement models and training on the ServiceNow platform.Assisting our core ServiceNow development team with engineering help when they need it, training and guidance on best practices.Recipient of "Flextrodiary Award" in 2022 for Teamwork.Recipient of "Flextrodiary Award" in 2023 for Customer Focus.

Senior developer and Architect for the ServiceNow platform at NetApp's RTP NC location. Working with BAs, PMs and Junior/Mid Level developers to provide business/IT Infrastructure solutions through the ServiceNow platform in an agile environment.Improving functionality of our CMDB and Orchestration.Primary architect and developer for NetApp's CloudOne Project.Responsible for developing APIs and setting up integrations.

ServiceNow Architect, senior developer and team lead for BCBSNC's ServiceNow implementation. Tasked with initial implementation and further development of the environment while assisting with administration and BA tasks. Implementation included but not limited to:- Core Modules- Service Portals- Active Directory Integration- Integrations with other bcbsnc applications.- Catalogs and catalog items.- Custom Applications- Project and Itil modules

° Implementation of Performance Analytics° Development of portal pages° Integration between ServiceNow and External solutions/providers. ° Update/create catalog items.• Providing business area and technical expertise for change management policy, processes and methodology.• Providing day-to-day management and support in the administration of request, change, incident, configuration and problem management process architecture, improvements, enforcement and application based on ITIL methodology. Maintaining formal amendments of processes.• Audit change, incident and problem management data and develop solutions to eliminate barriers from process implementation and adherence.• Prepare and distribute appropriate communications regarding change and problem management to the organization as well as creating training documentation and providing training to users on process updates or tool usage.• Managing the escalation process when a change requestor, coordinator, task owner or approver seeks to appeal a change decision or policy by leading discussions and facilitating a resolution.• Facilitate scheduled and ad-hoc change management meetings for change management board reviews and user community meetings.• Facilitate post-mortem meetings following change implementation to review risk and impact assessments, lessons learned, or incidents that resulted from change activities.• Integrate the IT Service Management, Service Level Management and Knowledge Management functions as interfaces for change, incident, configuration and problem processes and related activities.• Providing imaging and equipment/asset management for team.

• Development and administration of Service-Now, OKTA and Airwatch.• Local desk-side support for both Mac and PC based computers, smart phones, Avaya desk phones, tablets and commercial copy machines in a complex corporate environment.• Managing corporate mobile account and devices, including purchasing, corporate/ BYOD MDM administration with Airwatch and troubleshooting for device issues.• Active directory administration including account creation, drive/data share permissions and security groups.• Managing ticket escalations as well as customer calls and tickets and routing to appropriate personnel. • Providing orientation classes covering laptops/IT systems for new hires.• Reporting and auditing for co-workers and management.• Creating corporate laptop images and deploying them through SCCM and Acronis.• Documenting interactions in Service-Now, Footprints and Excel spreadsheets • Respond to customer questions with professionalism and care.• Training new service desk team members.• Computer hardware repair and assembly.• Software testing and installation (including documentation and reporting)• Data backup, migration and recovery.Accomplishments:• Research, development and implementation of new ITIL system for company. (Service-Now)• Assisted in development and implementation of new SSO system for company. (OKTA)• Assisted in implementation of MDM management for company. (Airwatch)• Saved the company $75,000 dollars a year performing an audit on our phones.• Created and added multiple articles to our knowledge base for future analyst to use in troubleshooting and system imaging as well as user documentation for MDM clients.• Implementation and management of new IT help bar.• Created a new imaging process for AICPA cutting the time it takes by more than half to prepare a machine for a new user.

Documenting interactions in Remedy and Excel spreadsheets and assisting with customer inquiries and incidents.Providing support for, but not limited to, Windows; Office (including Outlook), cellular devices and tablets, desktops, laptops, printers as well as Account support through Active Directory.Handling and assigning customer calls and trouble tickets.Enter customer information and ticket history in a tracking database (Remedy).Respond to customer questions with professionalism and care.Using multiple customer service platforms. (email, instant message, phone and remote desktop)Auditing data to insure customer interaction and troubleshooting information is accurate and complete.98% rating on last analyst metric review.

Documenting and assisting with customer inquiries and problems.Serving as the face of company and point of contact for all customers.Customer Service; including partner requirement questions, and membership enrollment.Enter and maintain customer profile information and ticket history in a tracking database.Respond to customer questions with professionalism and care.Using multiple customer service platforms. (email, instant message and remote desktop)Making sure historical sales transaction information is accurate and complete.Managing access and approval to a preferred customer program.Product testing and bug tracking.

Creating architectural plans in AutoCad, revising plans in AutoCad and plotting the drawings.Technical writing and business correspondence.Office IT supportShipping,receiving and purchasing.Answering phones on a multi-line system and assisting or directing their calls to appropriate personnel.Organizing Company Files

Helping with any IT related issues for company from networking to hardware.Building, repairing and maintaining computers for company work stations. Technical writing and business correspondence.Safety committee member.Asset TrackingCreating architectural plans in AutoCad, revising plans in AutoCad and plotting the drawings.Organizing Company Files