ServiceNow • ITSM • Systems

IT Specialist focused on ServiceNow administration and ITSM operations.

Hands-on IT support & system administration background with working knowledge of ServiceNow (incident, change, asset, catalog, reporting). Comfortable documenting, automating, and improving support workflows to help teams deliver reliable services.

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Target Role: IT Specialist 3 (NY HELPS) — Albany

Aligned with the Office of the Attorney General posting for an IT Specialist 3 with ServiceNow focus.

  • ServiceNow administration: incident, request/catalog, change, asset/CMDB, reporting
  • User enablement: documentation, training, and clear communications
  • Process-minded: translate requirements into maintainable workflows
  • Integrations & updates: collaborate on platform upgrades and data quality

At-a-Glance Fit

  • Experience: 5+ years across help desk and systems
  • ITSM: incident, change, asset, knowledge, catalog
  • Platforms: ServiceNow (working knowledge), AD, M365, Windows Server
  • Strengths: documentation, ownership, customer focus, steady delivery

Skills

ServiceNow & ITSM

  • Incident / Request / Change / Asset & CMDB
  • Service Catalog and approvals
  • Reporting & dashboards
  • Knowledge base and user training

Systems

  • Windows Server, Active Directory, GPO
  • Endpoint hardening & patching
  • M365 administration

Automation & Data

  • Basic Python & SQL
  • Task automation & scripts
  • Excel advanced reporting

Experience

IT Manager / System Administrator — TEKO – BERCA

09/2015 – 03/2019

  • Managed infrastructure (servers, firewalls, security) for two sister companies.
  • Used ITSM tooling (incl. ServiceNow) to track incidents, requests, and assets.
  • Implemented cloud & on‑prem backups; produced clear SOPs and runbooks.
  • Supported 100+ users; reduced downtime with proactive maintenance.

Teaching Assistant — Eastern Mediterranean University

09/2014 – 07/2015

  • Taught Microsoft Word & Excel across four classes (20 hrs/week).
  • Maintained lab PCs and assisted with troubleshooting.

IT Support Technician — Sanko

06/2006 – 09/2008

  • Performed weekly backups (cloud & HDD) for data protection.
  • Tracked production data and maintained accurate records.

Projects (Selected)

Service Catalog Refresh

ServiceNow • Catalog • Approvals • Reporting

Documented request types, owners, and SLAs. Simplified approvals and improved reporting consistency.

Backup & Recovery SOP

Backups • SOP • M365

Established weekly backup cadence with restore testing and step-by-step SOPs.

Help Desk Playbook

ITIL • Triage • Knowledge

Created quick-reference triage and escalation guides; improved new-hire ramp and CSAT.

Lightweight Monitoring

Scripting • Alerts

Added scripted checks with clear thresholds and notifications to reduce surprise incidents.

Resume

Download my resume tailored for ServiceNow/ITSM roles.

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Last updated: August 10, 2025

Contact

Clifton Park, NY • Open to hybrid Albany roles (2 days/week on‑site)