About
I'm a ServiceNow Certified System Administrator (CSA) and IT reporting professional with over 10 years in federal contracting at the Treasury and the SEC. I'm the program subject matter expert for ServiceNow Platform Analytics, dashboard architecture, and enterprise reporting — building the reporting a whole program runs on, and turning slow, manual processes into systems that practically run themselves.
Day to day that means owning the program's weekly performance review, digging out the root causes behind recurring issues, and leading the contract's quality program. I work directly with 12 service desk teams and their leads — and with government stakeholders who take my findings to Microsoft and other vendors when the fix has to come from the product side.
Increasingly, that work means autonomous AI agents — workflows that don't just save hours, but run end-to-end on their own.
Autonomy is the goal in both directions — systems independent enough to run without a human babysitting them, and a working life independent enough to be my own. Every automation on this page is a step toward both.
Experience
- Drove a 75% ticket backlog reduction in eight months, using aging and trend analysis to surface the missing workflows and coverage gaps holding tickets open.
- Own the program's weekly performance review for government stakeholders and team leads — volume, aging, week-over-week deltas, and trend analysis across 12 teams — and contribute the analysis behind the executive briefings.
- Deliver root cause analysis on recurring issues — hardware failures by make and model, provisioning and access bottlenecks — evidence stakeholders take straight to Microsoft and other vendors to obtain fixes.
- Designed the IOSS Ticket Data Hub — the program's source of truth for performance, aging, SLA compliance, and workload across 12 teams, and the design template for dashboards program-wide.
- Eliminated 20+ hours of manual reporting a week, replacing static reports with self-service dashboards — and extended reporting into vulnerability tracking, Windows 11 deployment, and compliance.
- Created the P4P Tracker, turning raw ServiceNow exports into a recurring report on onboarding, exits, and relocations across Treasury that had never been reported before.
- Established the ServiceNow enhancement pipeline with the platform team, and built technician-level analytics that give team leads recurring closure-quality patterns to coach against.
- Developed 150+ ServiceNow reports and dashboards covering ticket lifecycle, trends, performance, and queue management.
- Produced the daily aging-ticket and Provisioning for People (P4P) reports leadership and government officials relied on to keep onboarding and exits on schedule.
- Designed agent utilization reporting via Avaya CMS Supervisor, supervised call center agents, and owned all monthly, quarterly, and ad hoc metrics reporting.
- Provided systems administration and end-user support across the enterprise IT environment, growing from intern to full-time systems administrator.
Selected Work
Multi-team ServiceNow dashboard with radio button filters to navigate across 12 service desk teams. Live INC and task counts, unassigned tickets, VIP flags, aging buckets, and activity charts — all in one view.
Automated daily call analytics tracking speed of answer, abandonment rate, first contact resolution, and ACD time — with On Target / Below Target indicators and a narrative summary section.
Weekly agent performance tracker covering calls, time staffed, break and lunch overages, AUX time, ring time, and utilization — with color-coded thresholds that flag agents automatically.
Self-service Excel workbook that ingests a raw ServiceNow export with zero reformatting — pivots, KPIs, and charts populate automatically, wired to a companion PowerPoint template for paste-and-refresh decks.
Independent Projects
Built an automated site generator that turns a project brief into a deployable, on-brand static site with no build step — plus production front ends on Next.js with Vercel and Cloudflare Pages deployment and custom-domain cutovers.
Architected a multi-repo ecosystem coordinated by a single registered scheduler running unattended — headless AI CLI execution with scoped tool permissions, deny rules, reusable subagent libraries, and automated configuration auditing.
Designed a standalone algorithmic trading engine — signal-based strategies over technical indicators, live/paper brokerage integration, configurable risk presets, and a backtesting CLI — plus a real-time dashboard for live positions.
Launched a live subscription platform with self-serve OAuth onboarding, license and subscription management, and Stripe-backed billing — customers subscribe and provision themselves with no manual setup.
Get In Touch
Whether it's a full-time role, a reporting problem that's eating your team's week, or just a question about how any of this works — send a message. I reply within 24 hours.