At Publicis Resources, I implement and customize Incident, Change, Problem Management, Service Request, and SLA processes in ServiceNow. I’ve also integrated Google SSO, Microsoft Teams, and New Relic with the platform.
I implemented a BERT-based sentiment analysis integration for incident tickets to support triage and prioritization, and API-based daily synchronization of infrastructure devices from GLPI to ServiceNow. I also worked on a storage management project focused on identifying and eliminating junk data.
At Securitas Inc., I implemented ITAM for the internal organization, including a custom asset break/fix solution, and improved the process to reduce manual intervention. I also contributed to the National Control Center in-house custom application across requirements, design, development, unit testing, and UAT.
