EXPERIENCE

CACI International Inc – Chantilly, VA

ServiceNow Platform Administrator/Developer (January 2025 – Present)

• Primary function as platform administrator of self-hosted instances including installation, patching, and hardening. Manages instance security and user/group access.
• Assists with production troubleshooting and providing logs, data, artifacts in support of the
• Provided Tier 3 assistance on platform-related incident/request tickets, providing solutions affecting anywhere from one end user to the entire Builds reports and dashboards for users/groups as requested.
• Participated in agile process as platform administrator to support development lifecycle, including both QA review and development of stories, with a primary focus in Supports development by batching and promoting update sets between instances.
• Utilizes Secret DOD security clearance

The Stacia Group – Chantilly, VA

ServiceNow Administrator/Developer (April 2024 – January 2025)

• Functions as internal ServiceNow SME for planning, regular administration, and agile development purposes for a government agency with a primary focus on Responsible for maintaining all agency instances, including updates/upgrades.
• Provides support to Enterprise Operations department on platform issues along with building and customizing reports and dashboards to show metrics/KPIs for internal teams.
• Worked with a third-party integrator to bring the agency to go-live on ITSM, HRSD and a custom application based on SPM
• Supports continuous monitoring efforts for ServiceNow instances
• Cross trained with a colleague to cover management and deployment of a classified hardware platform.
• Utilized TS/SCI DOD security clearance

ServiceNow – Vienna, VA

Assistant FSO & US Industrial Security Analyst (June 2021 – April 2024)

• Owned and maintained the internal employee authorization process for ServiceNow’s DoD IL4 and IL5 environments, completely overhauling the request process and procedures as part of the team’s digital transformation efforts.
• Participated in 3PAO audits with compliance for IL4/IL5 environments to ensure we met requirements outlined by the organization’s SSPs.
• Completed FSO administrative tasks in alignment with 32 CFR Part 117, such as visit requests, foreign travel requests (to include pre/post-travel briefings), periodic reinvestigations/SF-86 reviews, annual self inspections, and annual training, utilizing NISS, DISS, NBIS, e-QIP/eApp, SWFT, ACCS, and other systems.
• Used ServiceNow platform to build reports and dashboards to track internal processes/KPIs, and used the platform’s built-in low-code/no-code features to create basic workflows. Worked with internal development team using agile methodology to design, test, and implement new workflows in a custom application to serve the Industrial Security team
• Utilized TS/SCI DOD security clearance

Manager, IT Support Services (May 2016 – June 2021)

Led a team of IT Support Analysts/Advisors supporting users in the eastern United States and all around the world. Manage team’s schedule, workflow, and performance. Team members often met and exceeded established KPI/metric goals. Served as liaison to the larger regional/ global teams and was the team POC for some large inter-departmental projects including:

• Company-wide migration to Office365 &
• Deployment and upgrades of controlled access environments for both commercial and federal customers.
• 6 office moves/expansions.
• Initiated rollout of KCS (Knowledge Centered Service) within the Level 2 IT Support
• Served as IT regional Representative for internal COVID-19 Incident Management

Senior IT Support Specialist – Mac Specialist (March 2015 – April 2016)

• Served as the primary IT support personnel member for a local sales office of 100+ people, and provided remote support for 4000+ users worldwide.
• Responsibilities included user’s computers (imaging, hardware, and software), IP phones, printers, fax machines, telepresence units, and IDF/MDF maintenance.

General Dynamics Information Technology – Chantilly, VA, January 2014 – March 2015

Senior Systems Technician

Served as a systems technician for a government customer, providing remote (including over the phone) and on-site support to users for a wide array of hardware and software issues.

Helped coordinate the organization’s upgrade from Blackberry to iPhone. Primarily provided Tier 2 level support. Utilized TS/SCI security clearance with CI polygraph.

Integrity Applications Incorporated (later Centauri), Chantilly, VA – May 2010 – January 2014

Junior System Administrator

Worked at the corporate Help desk to support software and hardware for 500+ users at multiple sites across the country, preparing and allocating equipment for new and current employees. Managed corporate cell phone/pager accounts, along with corporate IT ticketing system and multiple production servers, both Windows and Mac. Utilized TS/SCI security clearance with CI polygraph.

Apple Store – Fair Oaks, Fairfax, VA – April 2008 – May 2010

Mac Genius

Worked at the Genius Bar to efficiently troubleshoot issues with customer’s iPods, iPads, iPhones, Apple Notebook & Desktop Computers, and performed on-site repairs of products.

EDUCATION

Southern New Hampshire University, Online – Associates Degree, IT – December 2024 Graduated Associates with Highest Honors

James Madison University, Harrisonburg, VA – Attended 2003 – 2006 Major: Music Industry

Chantilly High School, Chantilly, VA – Graduated 2003 Advanced Diploma

CERTIFICATIONS

ServiceNow Certified System Administrator – April 2024 ServiceNow Certified Application Developer – May 2024

ServiceNow Certified Implementation Specialist (ITSM) – February 2025 ServiceNow Micro-Certification – Flow Designer – March 2024 ServiceNow Micro-Certification – Performance Analytics – March 2024 CompTIA Security+ce – April 2024

Google IT Support Certificate – October 2023

FSO Program Management for Possessing Facilities