At Delta Air Lines, I manage and support ServiceNow ITSM processes, from production break-fix and enhancements to new development and platform stability. I also build low-code applications with Flow Designer and App Engine Studio, and use Now Assist, Generative AI, and Predictive Intelligence for case categorization and workflow automation.
I design and maintain REST/SOAP integrations for Delta Air Lines, enabling bi-directional data exchange with internal functions and vendor partners. These integrations process 5,000+ transactions daily at 99.5% reliability.
At T-Mobile, I configured ServiceNow capabilities across Software Asset Management, GRC, and HRSD/HRSM. I also developed JavaScript Business Rules, Client Scripts, and Script Includes, and helped reduce MTTR by 50% through workflows based on CMDB data.
At HCLTech, I developed Service Catalog solutions and supported ITSM and ITOM implementations, upgrades, and integrations. I hold ServiceNow Certified System Administrator and Certified Application Developer certifications.
