Supervised various project teams as required, with a strong focus on customer-centric service delivery. Work closely with and assist the ITC corporate program management office in contract and account management. Contribute to business development initiatives for both the ServiceNow and ITC Corporate Business Development teams. Act as a customer/account relationship manager for designated accounts. Act as the primary liaison for our ServiceNow Partnership Management & Account Representative processes and ServiceNow Partnership's joint Business Development endeavors.

Supported ITC's ServiceNow practice as a Certified ServiceNow developer and technical consultant, catering to both Federal and Commercial sectors. Provided implementation support by actively engaging with customers in business process mapping, requirements gathering, and backlog grooming activities, all crucial components of the project lifecycle. Leveraging an Agile Scrum approach within the SDLC application, I efficiently configured customizations across ServiceNow applications to align seamlessly with customer processes and workflows. Configured UI policies, UI actions, client scripts, business rules, assignment rules, workflows, SLAs, and reports, all of which are tailored to meet specific customer requirements. Provided hands-on training and mentoring fellow Scrum team members throughout the implementation process, fostering a collaborative and productive environment.

Designed and developed a cutting-edge .Net application for NOAA's National Data Buoy Center, effectively replacing an outdated Enterprise Management System that was initially built with Oracle Forms. I actively participated in sprint planning, architectural design, and development while making significant contributions as a dedicated member of our Agile team.

Led the ServiceNow Development efforts in the migration from BMC Remedy to ServiceNow forIT Service Management, encompassing reporting and various case management workflowsacross multiple lines of business, including human resources, financial management,procurement, Enterprise Service Desk, Customer Contact Center, and Service DeliveryDirectorate. Developed and maintained web applications for NASA's financial management andhuman resources departments, which included systems like Accounts Payable WorkManagement, Agency Cash Reconciliation Tool, Competency Management System, EthicsProgram Tracking, NASA Organizational Profile, Employee Profile Systems, and NSSCBusiness Intelligence Datamart.

Delivered comprehensive IT support and customer service to NASA personnel, spanning local, domestic, and international locations, through the NSSC Enterprise Service Desk. Addressed customer issues and inquiries at tier 0, received through various channels such as phone, web, and email. Conducted troubleshooting and account management tasks, ensuring seamless operation. Utilized BMC Remedy and ServiceNow for ticket creation and resolution. Supported service fulfillment requests and facilitated enhancements for IT applications across Shared Services Lines of Business, including Human Resources, Procurement, Financial Management, Enterprise Service Desk, and Program Management. Oversaw the creation and management of reports encompassing all relevant metrics for the Enterprise Service Desk. Continuously expanded my knowledge and skills through various training courses, covering desktop support, operating systems, network and VPN troubleshooting, Microsoft Office products, email systems, desk phones, mobile phones, and specialized NASA applications and processes such as SATERN Learning Management System, Launchpad Single Sign-On, and the NASA Account Management System.

Designed and implemented office networks, ensuring seamless connectivity and performance. Supported the installation and updating for operating systems, maintaining a high level of system security and performance. Updated and maintained SQL database systems, contributing to the integrity and efficiency of critical data management processes.