May 2025 – Present · 10 mos

Jan 2022 – May 2025 · 3 yrs 4 mos

Jan 2020 – Jan 2022 · 2 yrs

• Managing product support cases in product areas such as User Interface, Mobile, and Platform Security to help drive them to resolution by participating in the investigation
• Acting as Platform Subject matter expert in multiple product areas such as User Interface, Mobile, Platform security, and Encryption support.
• Managing Support KPIs and critical Technical Support Metrics such as SLA Customer Satisfaction, Time to Relief/Resolution (TTRf/TTR), reducing backlogs., increasing efficiency, and implementing/upholding change management.
• Participating and providing oversight to Change Management to review, approve/reject the changes before the changes are implemented for the customer, and providing technical input as Platform expert when necessary.
• Owning and bringing to conclusion customer escalations by working with cross-teams in Support, Development, and Operations teams in Product areas such as User Interface, Mobile, and Platform Security
• Managing major operations outages and communications to the customer and internal stakeholders
• Responsible for People Management, including hiring, improving productivity, promoting employee morale, allocating and utilizing resources efficiently, motivating teams, and managing attrition and training.
• Responsible for requesting appropriate system access for the support engineers' initial onboarding. Also, reviewing systems access for reporting team members and doing regular identity and access audit/certifications to make sure access is in sync with their job roles/duties
• Evaluating current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
• Representing the Platform, Product, and ServiceNow effectively with internal and external customers.

Jan 2016 – Jan 2020 · 4 yrs

Jan 2012 – Jan 2016 · 4 yrs