Open to opportunities

Daniel Saravia

@danielsaravia

I resolve complex enterprise application and infrastructure incidents for large-scale user environments.

At ICF International, I support 47 enterprise ServiceNow applications, resolving application behavior, access, authentication, configuration, and error issues from triage through restoration.

Previously, I provided Tier II/III support at General Dynamics IT and Canda Solutions for 10,000+ users, coordinating critical incidents, analyzing logs and monitoring data, and partnering with technical teams to isolate root causes.

I’ve also supported Cisco and Juniper network infrastructure, Windows environments, Active Directory, and enterprise systems at CACI. I bring Security+ CE and ITIL v3 Foundation certifications, clear customer communication, and native bilingual Spanish skills.

Experience

Work history, roles, and key accomplishments

Current

Sr. ServiceNow Application Support Specialist

Current

ICF International

Mar 2022 - Present (4 years 6 months)

Provide technical and operational support across 47 enterprise ServiceNow applications, troubleshooting application behavior, access, authentication, configuration, errors, and other user-reported issues. Investigate complex application issues by gathering details from users, reproducing problems, reviewing errors and logs, and isolating potential root causes.

ServiceNow Technical Troubleshooting Incident Triage Log Analysis Root Cause Analysis Escalation Management SLA Management UAT Knowledge Management Microsoft Teams

Senior IT & Technical Support Specialist

General Dynamics IT / Canda Solutions

Jul 2016 - Mar 2022 (5 years 8 months)

Provided Tier II/III technical support in large-scale enterprise environments supporting 10,000+ users across enterprise applications, Windows systems, servers, networking, authentication, and infrastructure. Troubleshot complex technical issues using system and application information, logs, monitoring and diagnostic data to isolate root causes and determine resolution paths.

Tier II III Support Windows Active Directory Networking Infrastructure Monitoring Root Cause Analysis Incident Management Technical Documentation Mentorship

Network / Systems Administrator

CACI

Nov 2015 - Jul 2016 (8 months)

Supported and troubleshot enterprise network and systems infrastructure, including Cisco and Juniper routers and switches, Windows environments, Active Directory, file servers, enterprise applications, and network services. Diagnosed complex connectivity, latency, configuration, and performance issues using network monitoring, SNMP, system information, and diagnostic tools.

Cisco Juniper Windows Active Directory Network Monitoring SNMP Troubleshooting Infrastructure Support