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Skills

  • Mentorship of junior administrators
  • Organization
  • Team building
  • First Aid/CPR
  • Disaster recovery readiness with ServiceNow
  • ITIL-based change management
  • Regulatory compliance
  • Problem resolution
  • Business analysis
  • ITSM tool integration with framework

Work Experiences

  • Aligned processes with ITIL best practices.
  • Achieved a 15% reduction in incident backlogs.
  • Created industry best practices and standards by standardizing job tasks and training junior team members.
  • Analyzed user feedback.
  • Achieved results within 6 months.
  • Automated system health checks, enhancing ServiceNow uptime and identifying issues proactively, cutting system downtime by 71%.
  • Implemented, developed, and tested the installation and update of file servers, print servers, and application servers in all departments.
  • Automated user provisioning and de-provisioning processes for 18 employees, decreasing manual processing time by 52%.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Achieved a 20% decrease in unplanned outages.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the method business.
  • ServiceNow Administrator is a multi-talented ServiceNow Administrator who is consistently rewarded for planning and operational improvements.
  • Achieved a significant reduction in system outages.
  • Boosted end-user satisfaction by 48%.
  • Adept at designing ServiceNow dashboards.
  • Automated workflows for operational efficiency.
  • Achieved a 10% improvement in SLA compliance.
  • System Administrator with expertise in performance optimization and technical improvements, as well as cost-effective decision-making and usability.
  • Problem-solving and decision-making skills are exceptional.
  • Aligned with ITIL standards.

Accomplishments

  • Negotiated and procured ServiceNow licensing, saving the company $13 in overhead costs over three years through strategic vendor management.
  • Documented and resolved metric which led to framework.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Led the implementation of ServiceNow Self-Service Portal, driving a 79% increase in self-service adoption and reducing support inquiries.
  • Aligned ServiceNow's reporting features with corporate KPIs, allowing for more effective decision-making by the leadership team.
  • Integrated program with the ServiceNow platform, enhancing tool interoperability and reducing data silos across departments.
  • Championed the upgrade to ServiceNow initiative, leading to new feature adoption that enhanced operational capabilities and reduced maintenance costs.
  • Developed performance analytics KPI dashboards within ServiceNow, enabling real-time monitoring and improving decision-making at the executive level.
  • Streamlined ServiceNow incident management processes, reducing ticket backlog by 45% over a period of 18 months.
  • Collaborated with cross-functional teams to establish an effective change management process within ServiceNow using ITIL best practices.

Affiliations

  • Engaged with the ServiceNow Sales Partner Network, providing technical consultation on solutions and architecture design for prospective adopters.
  • International Council of Nurses
  • Rotary International
  • Mentorship Executive in the ServiceNow Admin Group, helping junior admins with troubleshooting and career development through knowledge-sharing sessions.
  • Society of Human Resource Management
  • American Medical Informatics Association
  • International Association of Administrative Professionals
  • Member of the Technology Leadership Consortium, focusing on cutting-edge innovations applicable to IT Service Management and HRSD integrations for ServiceNow.
  • Affiliated with ITIL Certified Professionals Group, continuously exploring process improvements in IT service delivery and change management cycles.
  • Toastmasters

Certifications

  • Certified ServiceNow Developer – Advanced Workflow Automation
  • ServiceNow Certified System Administrator (CSA)
  • Microsoft Azure Administrator Associate
  • ServiceNow Certified Technical Architect (CTA)
  • Certified Analytics Professional (CAP)
  • ServiceNow Certified Implementation Specialist - Change Management
  • CompTIA Cloud+
  • Google Certified Professional Cloud Architect
  • Agile Certified Practitioner (PMI-ACP)
  • Microsoft Certified Systems Engineer (MCSE)

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