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Skills

  • Organization
  • Procedure equipment
  • End-user training on ServiceNow
  • Disaster recovery readiness with ServiceNow
  • First Aid/CPR
  • Project organization
  • KPI reporting using ServiceNow
  • Platform performance tuning and monitoring
  • Custom dashboard design for leadership
  • Audit preparation and compliance management

Work Experiences

  • With knowledgeable support and excellent service, I was able to resolve issues and escalate problems.
  • Achieved a scalable, future-proof solution.
  • Adhered to ITIL principles.
  • Achieved end-to-end automation.
  • Automated user provisioning and de-provisioning processes for 18 employees, decreasing manual processing time by 52%.
  • Achieved a 20% decrease in unplanned outages.
  • Automated system health checks.
  • Had an excellent attendance record and was always on time for work.
  • Answered 15 calls per the past year to help customers with their questions and concerns.
  • Achieved zero data loss during testing.

Summaries

  • Aligned with business continuity.
  • Achieved a 20% reduction in unplanned outages.
  • Automated workflows for operational efficiency.
  • Adapted ServiceNow CMDB to manage critical assets and software, contributing to success in disaster recovery tests with zero data loss.
  • Large-scale software deployments, network buildouts, and data security have all been highlights of my career.
  • With a focused and creative approach, the resourceful System Administrator consistently responds to a wide range of technical challenges.
  • Achieved zero critical findings.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Adapted ServiceNow CMDB to manage critical assets.
  • Collaborated with external consultants.

Accomplishments

  • Collaborated with team of 11 in the development of standard.
  • Collaborated with cross-functional teams to establish an effective change management process within ServiceNow using ITIL best practices.
  • Developed and optimized ITSM workflows, improving service desk efficiency by 35% and decreasing response times by 6 minutes.
  • Improved process automation capacity by configuring ServiceNow Orchestration, lowering human resource dependency by 85%.
  • Designed and executed ServiceNow Knowledge Management processes that increased knowledge article utilization by 37% within the past year.
  • Streamlined ServiceNow incident management processes, reducing ticket backlog by 45% over a period of 18 months.
  • Enhanced incident management with advanced prioritization and assignment rules, resulting in a 46% decrease in incident response times.
  • Negotiated and procured ServiceNow licensing, saving the company $13 in overhead costs over three years through strategic vendor management.
  • Conducted ITSM module deployment and trained staff on ServiceNow usage, increasing overall system adoption by 31% within one year.
  • Managed ServiceNow ITOM (IT Operations Management) configuration, improving incident response times by 32% via proactive alerting.

Affiliations

  • Member of the Cloud Standards Customer Council, focusing on cloud-specific challenges and solutions applicable to ServiceNow cloud deployments.
  • Mentorship Executive in the ServiceNow Admin Group, helping junior admins with troubleshooting and career development through knowledge-sharing sessions.
  • Participant in the AI in IT Service Desk Optimization Group, focused on researching AI's role in predictive intelligence functionalities within ServiceNow.
  • Project Management Institute
  • Involved in Technology Business Management (TBM) Council to enhance financial aspects of IT Service Management budgeting and tracking in ServiceNow.
  • Member of the Open Group Association for IT Architecture Excellence, emphasizing large-scale ServiceNow system configurations and deployments.
  • Continuous learning participant through Coursera's ServiceNow Academy, acquiring updated skills in scripting, platform management, and tool integrations.
  • Certified member of the International Institute of Business Analysis (IIBA), focusing on workflow automation strategies tied to ServiceNow modules.
  • Advisor for local ServiceNow Admin Meetup Group, sharing insights on proactive incident management and change management processes.
  • Affiliated with the ServiceNow User Group, regularly attending webinars and local forums to discuss best practices and emerging trends.

Certifications

  • Certified Information Security Manager (CISM)
  • ServiceNow Certified Application Specialist - IT Asset Management
  • First Aid/CPR Certified
  • Agile Certified Practitioner (PMI-ACP)
  • Certified Application Developer (CAD) - ServiceNow
  • Lean Six Sigma Green Belt Certification
  • Amazon Web Services (AWS) Certified Solutions Architect – Associate
  • ServiceNow IT Service Management (ITSM) Professional
  • Certified Ethical Hacker (CEH)
  • Google Certified Professional Cloud Architect

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