At MasterControl, I integrated Claude environments via Model Context Protocol into ServiceNow, optimizing ticket triage and resolution workflows. I received the 2024 IT MVP Award and multiple Employee Excellence honors.
I managed user lifecycle processes across Okta OIE and Active Directory, and executed onboarding and identity integration for newly acquired entities. The migrations were completed with zero operational downtime.
I also revised the IT hardware logistics framework, reducing internal shipping costs by 70%. I provisioned and supported hardware and conference room AV systems, and authored Knowledge Base documentation for agents and end-users.
Before MasterControl, I was a Head Experience Consultant at Samsung Electronics, where I analyzed retail sales and user behavior and delivered product training. Earlier, I worked in service and support roles at National General and Althea’s Beauty LLC.
