Role: ServiceNow Developer/Admin• Responsible for day to day administration of ServiceNow as well as designing, developing and deploying application/platform enhancements • ServiceNow Module Experience: Incident, Problem, Change, CMDB, Asset, Call, Service Request, Service Catalog, Workflow, Knowledge, Event Management, Service Watch, Single Sign-On, LDAP, Service Portal, Connect Chat, Web Services, Imports, Midserver Functionality, Access Control, & Integrations & Custom Apps • Led the design and implementation for multiple custom apps for Security and H.R. • Scripting Languages: JavaScript, Angular JS, CSS, HTML, Jelly

• Oversee 6 service desk technicians, taking between 4000-5000 calls monthly; 50,715 calls and 21,051 emails total for 2013.• Provide monthly reviews of Service Desk technicians noting strengths and areas for improvement, providing leadership, guidance and counseling.• Worked as a Service Desk liaison with 2nd level groups, advising on proposed future rollouts/projects.• Continued duties listed under Service Desk III

• Training supervisor for all new Service Desk technicians• Worked as a Desktop Subject Matter Expert(SME), successfully proposing several companywide changes which increased ServiceDesk productivity as a whole and decreasing call times.• Review Service Desk tickets to help insure proper procedures and escalations are being followed.• Continued duties listed under Service Desk II

• Provide technical software, hardware and network problem resolution, making independent decisions by performing question/problem diagnosis and troubleshooting• Strove to exhaust all possible causes of an issue accessible to me, before escalating an incident to a 2nd level support group• Worked independently or through collaboration with 2nd level groups to determine/document emerging issues.• Contribute to and maintain Service Desk Knowledge base to catalog issues/solutions• Develop Service Desk department schedule• Work in on-call rotation for after hours/weekend business emergencies• Outstanding Achievement Award recipient

• Assist customers (city employees) calling the helpdesk as needed: resolving hardware, software procedural problems over the phone, via walkthrough and/or remote desktop connections• Troubleshoot/repair hardware, software problems related to: desktops, laptops, printers, scanners, fax machines, all-in-ones, PDA’s• Work with vendors to resolve hardware and software problems• Configure, repair and replace desktops, laptops and PDA’s for use in a network environment• Install hardware/software for customers• Answer phones, direct calls, assist customers to set up/manage email accounts with MS Exchange• Enter trouble tickets into GSS system for technician follow-up