- Advanced to serve as the dedicated Tier 2 escalation point, delivering rapid-response technical support directly to VIP and executive staff.
- Leveraged prior platform expertise to design the regional ServiceNow dashboard, building hundreds of custom reports to provide leadership with actionable data insights.
- Directed Subject Matter Expert (SME) workgroups to standardize internal troubleshooting and drive team-wide process improvements.
- Managed the end-to-end execution of time-sensitive IT projects, ensuring all technical milestones and delivery deadlines were met.