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Certifications

ServiceNow Certified Application Developer 

ServiceNow Certified System Administrator

ServiceNow CIS - DF

ServiceNow CIS - ITSM

ServiceNow CIS - CSM

ServiceNow CIS - HRSD

ServiceNow Architecture Excellence (ArchX)

ServiceNow Integration Hub Micro Cert

ServiceNow Now Assist Executive Micro Cert

ITIL V3 Foundation

KCS (Knowledge Centered Support) V5 Foundation

Skills

Problem Solving
10

Finding solutions to process issues and fixing bugs

Leadership
9

Informal leadership of development teams

Hands-on Learning
10

Quickly earning new technologies and processes

Communication
9

Bridging gap between technical and non-technical users

Top ServiceNow Skills

IT Service Management (ITSM)

Human Resources (HRSD)

Service Catalog - Items, Order Guides, Record Producers, workflows

Knowledge

Flow Designer

Visual Workflow Editor

Scripting (business rules, script includes, AJAX, client scripts, Jelly)

Access Control Lists (ACLs)

Best Practices/Best Practice Engine

Visual Task Boards

Agile Development

Customer Service Management (CSM)

Awards

Development Dimensions International Award for Innovation and
Excellence in Applying Technology
(ServiceNow Implementation)

Volunteer Work

Foster Volunteer, Cat Town Oakland

Helping to rescue shy or other special needs cats from local shelters and preparing them for their forever homes

Summary

19 years of IT experience + 12 years of ServiceNow experience from administration to architecture. 6 mainline ServiceNow certifications + ArchX.  ITIL v3 and KCS v5 certified. Security clearance eligible.

Experience

Dec 22 Current

Sr. ServiceNow Platform Engineer

Riot Games
  • Platform-wide automation and workflow development, specializing in HRSD
  • Develops solutions that seamlessly integrate ServiceNow with Slack and other applications
  • Acted as Glean AI integration SME
  • Built Now Assist for HRSD POC
  • Led upgrade to Australia release
Feb 22Dec 22

ServiceNow Architect

GlideFast Consulting
  • Architected solutions across the ServiceNow platform
  • Led teams of developers using Agile methodologies
Sep 21Feb 22

Senior Technical Consultant

GlideFast Consulting
  • Created flows and subflows in ServiceNow using Flow Designer to simplify and automate complex processes
  • ServiceNow Order/Case Management development
  • ServiceNow HR/ Safe Workplace implementation 
Oct 18Sep 21

Senior ServiceNow Developer

Bravium Consulting

ServiceNow consulting and development, led teams of developers (mixture of consultants and government employees:)

  • United States Government - ITSM team: Chatbot integration, general architecture and UI configuration, service catalog development using Visual Workflow Editor and Flow Designer, CSM development
  • United States Government - Order guides, including complex form behavior, workflow/subflows, and custom table structures 
  • Bravium Best Practice Engine - Definition testing and usability
Aug 18Oct 18

Senior Technical Consultant

Linium, a Ness Digital Engineering Company

ServiceNow consulting, development, and implementation with a focus on the ITSM and HR spaces:

  • Fortune 100 Retail Company - Kingston upgrade, new instance migration/foundational data, service catalog re-platforming requirements documentation,  HRSM prototype requirements, architecture, and development
  • Fortune 50 Tech Company - Service catalog development
Oct 16Aug 18

Technical Consultant

Linium, a Ness Digital Engineering Company
  • International Petroleum Company - Script cleanup, best practices consulting
  • Medical Manufacturing Company - Demand and Change development
  • Fortune 100 Retail Company - Service catalog development
  • Fortune 500 Tech Company Subsidiary - Base ITSM implementation
Sep 14Oct 16

Senior Servicenow Administrator/Developer

DDI | Development Dimensions International
  • Served as team lead for ServiceNow defects, enhancements, and administrative tasks
  • Configured and managed ServiceNow UI and associate/client portal websites using Javascript, HTML, and CSS
  • Collaborated with global departments to solicit and analyze business needs
  • Built service catalog workflows
  • Managed Eureka to Fuji to Helsinki upgrades
  • Led Knowledge v3 implementation and migration
Nov 09 Sep 14

Technical Solutions Consultant

DDI | Development Dimensions International
  • Worked with clients to ensure all requirements were met before deployment
  • Acted as Subject Matter Expert (SME) for multiple DDI SaaS products

Education

20172023

Master of Liberal Arts, Extension Studies

Harvard University

Major: Information Management Systems

Graduated March 20, 2023, Dean's List Academic Award

Final cumulative GPA: 3.94

20172020

Graduate Certificate in Front End Web Development

Harvard University

Final Cumulative GPA: 4.0

20002004

Bachelor of Arts

University of Pittsburgh

Major: Political Science    Related Area: Computer Science