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 specialize in ServiceNow Platform Analytics, Excel automation, and turning slow, manual reporting processes into systems that practically run themselves.
In my current role I've driven a 75% ticket backlog reduction, cut average resolution time 20–25%, built the program's source-of-truth dashboards across 12 service desk teams, and eliminated 20+ hours of manual reporting per week through automation.
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 over eight months by building the Aging Ticket Report and evolving it into the authoritative weekly review conducted with the primary government customer.
- Cut average resolution time 20–25% across reviewed queues by surfacing stalled tickets, workflow gaps, and undocumented processes.
- Eliminated 20+ hours per week of manual reporting by moving stakeholders from static reports to self-service, real-time dashboards.
- Designed the IOSS Ticket Data Hub — the program's source-of-truth dashboard across 12 service desk teams — and helped implement ServiceNow SLA infrastructure where none previously existed.
- Developed 150+ ServiceNow reports and dashboards covering ticket lifecycle, trends, performance, and queue management.
- Produced daily aging-ticket and Provisioning for People (P4P) reports for leadership and government officials, ensuring on-time onboarding, exits, and relocations.
- Designed agent utilization reporting via Avaya CMS Supervisor 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 Work
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.
Building a subscription platform with self-serve OAuth onboarding, license and subscription management, and Stripe-backed billing — architected so customers 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.