Implementing and maintaining the ServiceNow ITOM platform, including its various components such as Event Management, Performance Analytics, and Discovery.

Installed, configured, and managed Agent Client Collector (ACC) for ServiceNow ITOM; performed ongoing maintenance and troubleshooting to ensure optimal performance.

Configuring and customizing the platform to meet specific business needs and requirements.

Managing users, security, and access controls within the ServiceNow ITOM platform.

Ensuring the platform is highly available, secure, and scalable to meet growing business demands.

Monitoring and troubleshooting platform performance and issues.

Managing and maintaining the platform's data and integration with other IT systems and tools.

Requests, Incidents, and Changes related to the ServiceNow platform.

Developing and implementing policies and procedures for the effective use of the ServiceNow ITOM platform.

Keeping up to date with new releases and upgrades to the platform and implementing them as necessary.

Collaborating with cross-functional teams, including IT, security, and business stakeholders, to ensure the platform meets business objectives and goals.

2016 - ServiceNow Developer

Manage MID Servers on both Linux and Windows operating systems

Conduct device discovery via Discovery, SCCM, and Intune

Perform AWS Cloud Discovery via a Linux MID server

Monitor and analyze Discovery Behaviors, Patterns, Probes, and the ECC queue

Create dashboards, homepages, and reports

Integrate SCCM, SolarWinds, Discovery, LDAP, Intune, Azure AD, and manage domain structures

Develop UI Actions, Transform Maps, Knowledge Management, Service Catalogs, Flow Designers, and Notifications; manage branding and access provisioning for users

Address requests, incidents, and changes related to the ServiceNow platform

Administer ServiceNow, including UI Policies, Form Designs, and Form Layout changes

Apply update sets, UI scripts, and Notifications to the ServiceNow platform

Load data into ServiceNow using import sets, and develop business rules, client scripts, UI actions, UI pages, ACLs, workflows, reports, and Service Catalogs

Support both custom and standard reports within ServiceNow

Load, manipulate, and maintain data between ServiceNow and other systems

Manage low and high-severity incidents throughout the incident life-cycle, ensuring compliance with availability, resolution, and restoration SLA's

Develop test cases based on use cases and requirements

Work in a Scrum environment and have experience with ITIL Processes and Tools, ITIL v4 certification

Possess scripting expertise in MySQL, PowerShell, VBScript, JavaScript, Java, Python, HTML

Have experience with Linux installation and administration, including Red Hat, CentOS, Ubuntu, and Raspbian OS

Develop SSRS reports using MySQL queries

Conduct visual regression testing through BackstopJS

Train users on the application of standard functionalities in ServiceNow & OTRS

Administer OTRS Frontend, including Notification Management and Template Management

Address ServiceNow & OTRS issues from users globally

Manage Microsoft Exchange, including cleanup and access delegation

Monitor servers on OpsView and SolarWinds

Recognized as a Star Performer of the year on three occasions

2013 - IT Support Engineer/Senior Analyst

Worked as a Desktop Support Engineer at Electrolux APAC and EMEA

Documenting and maintaining technical information regarding desktop computer configurations, hardware and software inventory, and other related information to ensure an organized and efficient technical knowledge base.

Delivering end-user training and support on the use of desktop computer hardware and software to enhance user productivity and proficiency.

Collaborating with other IT teams to resolve technical issues and support internal users effectively.

Keeping abreast of the latest technologies, hardware, and software, and providing recommendations for upgrades as needed.

Managing and maintaining a comprehensive inventory of desktop computer hardware and software.

Interacting with Electrolux internal users, troubleshooting, and resolving application errors primarily on Lotus Notes.

Implementing and configuring Lotus Notes to enhance communication and productivity for internal users.

Participating in the installation/migration of systems from Windows XP to Windows 7.

Configuring emails on iPhones and Blackberry to facilitate secure and efficient communication for internal users.

Providing remote desktop support, access management, shift management, client coordination, and escalation management to ensure timely and effective technical support.

Managing user and data management, mapping network drives, ActiveSync management, GoToMeeting configuration, and troubleshooting hardware and software-related issues on laptops and desktops.

Configuring and issuing new laptops, desktops, and iPhones to internal employees of Electrolux.

Deploying software through Res and SCCM, and delegating access through Active Directory.

Handling regions such as Australia, New Zealand, and Japan as the Regional Expert for Remote IT Support.

Archiving on Outlook and performing Active Directory management, cleanup, access delegation, and power-shell scripting.

Installing Windows Server 2012 R2 and Active Directory to maintain and improve the organizational infrastructure.

2010 - Associate/IT Support

Worked as a Technical Support Engineer for Verizon US Internet Service Provider and Blackberry

Implementing and configuring email solutions on Microsoft Outlook to enhance productivity and communication for clients.

Troubleshooting technical issues related to Blackberry devices and delivering effective resolutions to clients.

Configuring and maintaining email solutions through Blackberry Enterprise Services and Blackberry Internet Service, ensuring secure and reliable communication for clients.