At IBM, I support and enhance iSMS, a ServiceNow-based sales force automation platform for Philip Morris International. I provide centralized first-level support and work across ITSM, ITOM, and CSM.
I configure Incident, Request, and Change support, maintain Service Catalog items and CMDB data, and monitor ITOM alerts and server logs. I also handle CSM tickets and translate client requirements into platform solutions.
I led ServiceNow workflow automation that reduced manual effort by 60% and improved accuracy across 40+ markets. I also led the transition from distributed country-team support to a centralized first-level model.
I contribute across development, testing, deployment, and continuous improvement, while maintaining technical and control documentation. My background includes SQL Server, SharePoint, Python, and agile delivery.
