My CV

Achievements and Experience

July 2024 - present

Technical Consultant

Led the technical design, configuration, and customisation of ServiceNow solutions for clients, ensuring the platform met business and technical requirements.
Worked closely with clients to understand their business needs, documented functional specifications, and translated them into technical solutions within ServiceNow.
Provided technical training and guidance to clients on ServiceNow features, helping them maximise the value of the platform. Created user manuals and documentation for custom solutions
Collaborate with Solution Architects to implement integration solutions and conduct unit testing, system testing, and integration testing.
Developed custom Business Rules, UI Actions, Client Scripts, and Script Includes to extend ServiceNow functionality based on client requirements.
Built integrations between ServiceNow and third-party systems (e.g., HR systems, Active Directory, custom apps), enabling seamless data flow and process automation across platforms.

January 2021 - present

Experienced with ITSM, SPM, Agent Workspace, VRM, APIs, and Integration Tools (Integration Hub, Custom APIs, MID Server) and Patching/Upgrading
Mentored junior developers and provided guidance on best practices and technical skills, resulting in improved code quality and productivity
Participated in project planning, providing realistic project timelines and estimates.
Provided technical leadership and direction to the development and business teams.
Supported production systems and provided technical assistance to resolve incidents and resolve production issues.
Collaborate with IT Operations, IT Support, and Business teams to understand their needs and develop solutions that meet their requirements

January 2019 - August 2020

Depending on the team's needs worked as a business system analyst (BSA) and as a developer
As a BSA leveraged my education to work as the leading Automated Test developer on the team. Due to this, I oversaw test runs, created/updated test scripts and documentation on automated test practices, and trained new hires.
As a developer, I worked with various other teams in the Co-operators to develop custom ServiceNow REST APIs. Thus, had to liaise with end users, work with tight deadlines, and changing requirements.
The broad range of responsibilities on this team strengthened my organizational skills and forced me to be adaptable as work was often re-prioritized.

April 2018 - August 2018

Worked on a second-level support team that took tickets that were created by a first-level support team, internal tickets, and self-serve tickets created by employees.
Displayed courtesy and strong interpersonal skills in all customer interactions
Familiarized myself with the ins and outs of the job within the first month and became the top ticket taker by my third month on the job
Juggled up to 20 tickets a day, which improved my time management and multitasking skills

May 2017 - March 2018

Responsible for working a rotating shift at the IT Help Desk (gave in-person support) and maintaining the ticket and call queue at the Help Centre
Diagnosed, troubleshot, and resolved a range of software, hardware, and connectivity issues.
Excelled in asking probing questions and researching, analyzing, and rectifying problems.
Displayed exceptional people skills and remained calm during every interaction with a client