{"id":8,"date":"2026-07-29T05:32:12","date_gmt":"2026-07-29T05:32:12","guid":{"rendered":"http:\/\/justenhoffer.com\/?page_id=8"},"modified":"2026-07-29T05:32:12","modified_gmt":"2026-07-29T05:32:12","slug":"justen-hoffer-resume","status":"publish","type":"page","link":"https:\/\/justenhoffer.com\/","title":{"rendered":"Justen Hoffer \u2014 Resume"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"8\" class=\"elementor elementor-8 elementor-bc-flex-widget\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-4001658 jh-hero jh-grain elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4001658\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-cf87a74\" data-id=\"cf87a74\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-39cdbfa jh-overline elementor-widget elementor-widget-heading\" data-id=\"39cdbfa\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h6 class=\"elementor-heading-title elementor-size-default\">ServiceNow &middot; AI Transformation<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a23934d jh-name elementor-widget elementor-widget-heading\" data-id=\"a23934d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Justen <em>Hoffer<\/em><\/h1>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-55d52e7 jh-role elementor-widget elementor-widget-heading\" data-id=\"55d52e7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Technical Support &amp; Operations Leader<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-54e5751 jh-intro elementor-widget elementor-widget-text-editor\" data-id=\"54e5751\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>I lead technical-support and AI transformation where executive strategy meets hands-on execution &mdash; scalable operating models, high-severity incident command, the analytics that govern the work, AI agents and agentic workflows that return real capacity to the business, and the managers and engineers I develop to sustain it.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0e2cf64 elementor-widget elementor-widget-spacer\" data-id=\"0e2cf64\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-2a7c227 jh-hero-btns elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"2a7c227\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-6b1968b\" data-id=\"6b1968b\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3864f47 elementor-align-left jh-btn elementor-widget__width-auto elementor-widget elementor-widget-button\" data-id=\"3864f47\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"mailto:Justen@srcode.com\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Get in Touch<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5f03664 elementor-align-left jh-btn-ghost jh-print-btn elementor-widget__width-auto elementor-widget elementor-widget-button\" data-id=\"5f03664\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"#\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Download PDF<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-b106132 elementor-widget elementor-widget-spacer\" data-id=\"b106132\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5bf7839 jh-contact-strip elementor-icon-list--layout-inline elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"5bf7839\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items elementor-inline-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-inline-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"mailto:Justen@srcode.com\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-envelope\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M502.3 190.8c3.9-3.1 9.7-.2 9.7 4.7V400c0 26.5-21.5 48-48 48H48c-26.5 0-48-21.5-48-48V195.6c0-5 5.7-7.8 9.7-4.7 22.4 17.4 52.1 39.5 154.1 113.6 21.1 15.4 56.7 47.8 92.2 47.6 35.7.3 72-32.8 92.3-47.6 102-74.1 131.6-96.3 154-113.7zM256 320c23.2.4 56.6-29.2 73.4-41.4 132.7-96.3 142.8-104.7 173.4-128.7 5.8-4.5 9.2-11.5 9.2-18.9v-19c0-26.5-21.5-48-48-48H48C21.5 64 0 85.5 0 112v19c0 7.4 3.4 14.3 9.2 18.9 30.6 23.9 40.7 32.4 173.4 128.7 16.8 12.2 50.2 41.8 73.4 41.4z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Justen@srcode.com<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-inline-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-phone\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M493.4 24.6l-104-24c-11.3-2.6-22.9 3.3-27.5 13.9l-48 112c-4.2 9.8-1.4 21.3 6.9 28l60.6 49.6c-36 76.7-98.9 140.5-177.2 177.2l-49.6-60.6c-6.8-8.3-18.2-11.1-28-6.9l-112 48C3.9 366.5-2 378.1.6 389.4l24 104C27.1 504.2 36.7 512 48 512c256.1 0 464-207.5 464-464 0-11.2-7.7-20.9-18.6-23.4z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">(239) 850-6379<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-inline-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-map-marker-alt\" viewBox=\"0 0 384 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M172.268 501.67C26.97 291.031 0 269.413 0 192 0 85.961 85.961 0 192 0s192 85.961 192 192c0 77.413-26.97 99.031-172.268 309.67-9.535 13.774-29.93 13.773-39.464 0zM192 272c44.183 0 80-35.817 80-80s-35.817-80-80-80-80 35.817-80 80 35.817 80 80 80z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Cape Coral, Florida<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-inline-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.linkedin.com\/in\/justenhoffer\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fab-linkedin\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 32H31.9C14.3 32 0 46.5 0 64.3v383.4C0 465.5 14.3 480 31.9 480H416c17.6 0 32-14.5 32-32.3V64.3c0-17.8-14.4-32.3-32-32.3zM135.4 416H69V202.2h66.5V416zm-33.2-243c-21.3 0-38.5-17.3-38.5-38.5S80.9 96 102.2 96c21.2 0 38.5 17.3 38.5 38.5 0 21.3-17.2 38.5-38.5 38.5zm282.1 243h-66.4V312c0-24.8-.5-56.7-34.5-56.7-34.6 0-39.9 27-39.9 54.9V416h-66.4V202.2h63.7v29.2h.9c8.9-16.8 30.6-34.5 62.9-34.5 67.2 0 79.7 44.3 79.7 101.9V416z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">linkedin.com\/in\/justenhoffer<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-3726ed3 jh-hero-card\" data-id=\"3726ed3\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-81dec7f jh-card-title elementor-widget elementor-widget-heading\" data-id=\"81dec7f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h6 class=\"elementor-heading-title elementor-size-default\">At a Glance<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-367330d jh-card-lead elementor-widget elementor-widget-text-editor\" data-id=\"367330d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>An AI transformation, technical-support, and people leader operating where executive strategy, crisis command, and hands-on engineering meet.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1960746 jh-hero-facts elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"1960746\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-briefcase\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M320 336c0 8.84-7.16 16-16 16h-96c-8.84 0-16-7.16-16-16v-48H0v144c0 25.6 22.4 48 48 48h416c25.6 0 48-22.4 48-48V288H320v48zm144-208h-80V80c0-25.6-22.4-48-48-48H176c-25.6 0-48 22.4-48 48v48H48c-25.6 0-48 22.4-48 48v80h512v-80c0-25.6-22.4-48-48-48zm-144 0H192V96h128v32z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">6+ years at ServiceNow &mdash; Sr TSE &rarr; Senior Manager<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-robot\" viewBox=\"0 0 640 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M32,224H64V416H32A31.96166,31.96166,0,0,1,0,384V256A31.96166,31.96166,0,0,1,32,224Zm512-48V448a64.06328,64.06328,0,0,1-64,64H160a64.06328,64.06328,0,0,1-64-64V176a79.974,79.974,0,0,1,80-80H288V32a32,32,0,0,1,64,0V96H464A79.974,79.974,0,0,1,544,176ZM264,256a40,40,0,1,0-40,40A39.997,39.997,0,0,0,264,256Zm-8,128H192v32h64Zm96,0H288v32h64ZM456,256a40,40,0,1,0-40,40A39.997,39.997,0,0,0,456,256Zm-8,128H384v32h64ZM640,256V384a31.96166,31.96166,0,0,1-32,32H576V224h32A31.96166,31.96166,0,0,1,640,256Z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Sole creator of <b>Extraordinary Assistant<\/b> &mdash; a multi-agent AI support platform, built end to end<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-hand-holding-usd\" viewBox=\"0 0 576 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M271.06,144.3l54.27,14.3a8.59,8.59,0,0,1,6.63,8.1c0,4.6-4.09,8.4-9.12,8.4h-35.6a30,30,0,0,1-11.19-2.2c-5.24-2.2-11.28-1.7-15.3,2l-19,17.5a11.68,11.68,0,0,0-2.25,2.66,11.42,11.42,0,0,0,3.88,15.74,83.77,83.77,0,0,0,34.51,11.5V240c0,8.8,7.83,16,17.37,16h17.37c9.55,0,17.38-7.2,17.38-16V222.4c32.93-3.6,57.84-31,53.5-63-3.15-23-22.46-41.3-46.56-47.7L282.68,97.4a8.59,8.59,0,0,1-6.63-8.1c0-4.6,4.09-8.4,9.12-8.4h35.6A30,30,0,0,1,332,83.1c5.23,2.2,11.28,1.7,15.3-2l19-17.5A11.31,11.31,0,0,0,368.47,61a11.43,11.43,0,0,0-3.84-15.78,83.82,83.82,0,0,0-34.52-11.5V16c0-8.8-7.82-16-17.37-16H295.37C285.82,0,278,7.2,278,16V33.6c-32.89,3.6-57.85,31-53.51,63C227.63,119.6,247,137.9,271.06,144.3ZM565.27,328.1c-11.8-10.7-30.2-10-42.6,0L430.27,402a63.64,63.64,0,0,1-40,14H272a16,16,0,0,1,0-32h78.29c15.9,0,30.71-10.9,33.25-26.6a31.2,31.2,0,0,0,.46-5.46A32,32,0,0,0,352,320H192a117.66,117.66,0,0,0-74.1,26.29L71.4,384H16A16,16,0,0,0,0,400v96a16,16,0,0,0,16,16H372.77a64,64,0,0,0,40-14L564,377a32,32,0,0,0,1.28-48.9Z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">$17.8M documented \/ $25M&ndash;$35M+ estimated AI cost avoidance<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chart-line\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M496 384H64V80c0-8.84-7.16-16-16-16H16C7.16 64 0 71.16 0 80v336c0 17.67 14.33 32 32 32h464c8.84 0 16-7.16 16-16v-32c0-8.84-7.16-16-16-16zM464 96H345.94c-21.38 0-32.09 25.85-16.97 40.97l32.4 32.4L288 242.75l-73.37-73.37c-12.5-12.5-32.76-12.5-45.25 0l-68.69 68.69c-6.25 6.25-6.25 16.38 0 22.63l22.62 22.62c6.25 6.25 16.38 6.25 22.63 0L192 237.25l73.37 73.37c12.5 12.5 32.76 12.5 45.25 0l96-96 32.4 32.4c15.12 15.12 40.97 4.41 40.97-16.97V112c.01-8.84-7.15-16-15.99-16z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><b>Global Support Lead, System Applications<\/b> &mdash; every App&nbsp;Engine &amp; Creator&nbsp;Studio app on the platform: 5.0&nbsp;&rarr;&nbsp;9.8 CSAT, 18&nbsp;&rarr;&nbsp;3-day Time to Relief<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-globe\" viewBox=\"0 0 496 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M336.5 160C322 70.7 287.8 8 248 8s-74 62.7-88.5 152h177zM152 256c0 22.2 1.2 43.5 3.3 64h185.3c2.1-20.5 3.3-41.8 3.3-64s-1.2-43.5-3.3-64H155.3c-2.1 20.5-3.3 41.8-3.3 64zm324.7-96c-28.6-67.9-86.5-120.4-158-141.6 24.4 33.8 41.2 84.7 50 141.6h108zM177.2 18.4C105.8 39.6 47.8 92.1 19.3 160h108c8.7-56.9 25.5-107.8 49.9-141.6zM487.4 192H372.7c2.1 21 3.3 42.5 3.3 64s-1.2 43-3.3 64h114.6c5.5-20.5 8.6-41.8 8.6-64s-3.1-43.5-8.5-64zM120 256c0-21.5 1.2-43 3.3-64H8.6C3.2 212.5 0 233.8 0 256s3.2 43.5 8.6 64h114.6c-2-21-3.2-42.5-3.2-64zm39.5 96c14.5 89.3 48.7 152 88.5 152s74-62.7 88.5-152h-177zm159.3 141.6c71.4-21.2 129.4-73.7 158-141.6h-108c-8.8 56.9-25.6 107.8-50 141.6zM19.3 352c28.6 67.9 86.5 120.4 158 141.6-24.4-33.8-41.2-84.7-50-141.6h-108z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Global SME model across five regions; 7 engineers promoted IC2&rarr;IC5<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-award\" viewBox=\"0 0 384 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M97.12 362.63c-8.69-8.69-4.16-6.24-25.12-11.85-9.51-2.55-17.87-7.45-25.43-13.32L1.2 448.7c-4.39 10.77 3.81 22.47 15.43 22.03l52.69-2.01L105.56 507c8 8.44 22.04 5.81 26.43-4.96l52.05-127.62c-10.84 6.04-22.87 9.58-35.31 9.58-19.5 0-37.82-7.59-51.61-21.37zM382.8 448.7l-45.37-111.24c-7.56 5.88-15.92 10.77-25.43 13.32-21.07 5.64-16.45 3.18-25.12 11.85-13.79 13.78-32.12 21.37-51.62 21.37-12.44 0-24.47-3.55-35.31-9.58L252 502.04c4.39 10.77 18.44 13.4 26.43 4.96l36.25-38.28 52.69 2.01c11.62.44 19.82-11.27 15.43-22.03zM263 340c15.28-15.55 17.03-14.21 38.79-20.14 13.89-3.79 24.75-14.84 28.47-28.98 7.48-28.4 5.54-24.97 25.95-45.75 10.17-10.35 14.14-25.44 10.42-39.58-7.47-28.38-7.48-24.42 0-52.83 3.72-14.14-.25-29.23-10.42-39.58-20.41-20.78-18.47-17.36-25.95-45.75-3.72-14.14-14.58-25.19-28.47-28.98-27.88-7.61-24.52-5.62-44.95-26.41-10.17-10.35-25-14.4-38.89-10.61-27.87 7.6-23.98 7.61-51.9 0-13.89-3.79-28.72.25-38.89 10.61-20.41 20.78-17.05 18.8-44.94 26.41-13.89 3.79-24.75 14.84-28.47 28.98-7.47 28.39-5.54 24.97-25.95 45.75-10.17 10.35-14.15 25.44-10.42 39.58 7.47 28.36 7.48 24.4 0 52.82-3.72 14.14.25 29.23 10.42 39.59 20.41 20.78 18.47 17.35 25.95 45.75 3.72 14.14 14.58 25.19 28.47 28.98C104.6 325.96 106.27 325 121 340c13.23 13.47 33.84 15.88 49.74 5.82a39.676 39.676 0 0 1 42.53 0c15.89 10.06 36.5 7.65 49.73-5.82zM97.66 175.96c0-53.03 42.24-96.02 94.34-96.02s94.34 42.99 94.34 96.02-42.24 96.02-94.34 96.02-94.34-42.99-94.34-96.02z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Certified Support Manager &middot; Lean Six Sigma Green Belt &middot; Cisco CCNA<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ea7a115 jh-card-tags elementor-widget elementor-widget-text-editor\" data-id=\"ea7a115\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><span>AI Transformation<\/span><span>Crisis Command<\/span><span>People Leadership<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-2b61e17 jh-stats elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"2b61e17\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-e0b34b0 jh-stat\" data-id=\"e0b34b0\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-0385541 jh-stat-num elementor-widget elementor-widget-heading\" data-id=\"0385541\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">$17.8M<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-aecd673 jh-stat-label elementor-widget elementor-widget-text-editor\" data-id=\"aecd673\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Documented AI Cost Avoidance (3-yr)<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7155f24 jh-stat-note elementor-widget elementor-widget-text-editor\" data-id=\"7155f24\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>$25M&ndash;$35M+ estimated portfolio opportunity<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-892591f jh-stat\" data-id=\"892591f\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ba67525 jh-stat-num elementor-widget elementor-widget-heading\" data-id=\"ba67525\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">9.8<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5a5aea7 jh-stat-label elementor-widget elementor-widget-text-editor\" data-id=\"5a5aea7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>System Applications CSAT, up from ~5.0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-0d81d4f jh-stat\" data-id=\"0d81d4f\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6c58e9e jh-stat-num elementor-widget elementor-widget-heading\" data-id=\"6c58e9e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">3 days<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fae75cd jh-stat-label elementor-widget elementor-widget-text-editor\" data-id=\"fae75cd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>System Applications Time to Relief, from ~18<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-fcdffde jh-stat\" data-id=\"fcdffde\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-849a245 jh-stat-num elementor-widget elementor-widget-heading\" data-id=\"849a245\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">7<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-55fb05e jh-stat-label elementor-widget elementor-widget-text-editor\" data-id=\"55fb05e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Engineers Promoted<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-ab7c465 jh-about elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"ab7c465\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-4b5d76c\" data-id=\"4b5d76c\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b297e74 jh-h2 elementor-widget elementor-widget-heading\" data-id=\"b297e74\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">About<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ce6f2fb elementor-widget elementor-widget-spacer\" data-id=\"ce6f2fb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-aa5183c jh-body elementor-widget elementor-widget-text-editor\" data-id=\"aa5183c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>I&rsquo;m a technical-support, transformation, and people leader who moves fluidly between the executive room and the terminal. Over six years at ServiceNow I&rsquo;ve grown from Senior Technical Support Engineer to Senior Manager by doing the work at every altitude &mdash; resolving complex platform issues, standing up global support operating models, commanding major incidents and data-recovery efforts, building the AI agents, agentic workflows, and analytics that make support faster and smarter, and developing the managers and engineers who sustain it.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-303d599 elementor-widget elementor-widget-spacer\" data-id=\"303d599\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ee444ba jh-body elementor-widget elementor-widget-text-editor\" data-id=\"ee444ba\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>I&rsquo;ve promoted seven engineers from IC2 to IC5, coached SMEs across five regions, and advocated hard for the people doing the work &mdash; transparent communication, recognition, and sustainable workload. What I care about is turning pressure into calm, competent execution, and building the people and systems that keep performing after the crisis is over.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7bdf42d elementor-widget elementor-widget-spacer\" data-id=\"7bdf42d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bfb6f9f jh-quote elementor-widget elementor-widget-text-editor\" data-id=\"bfb6f9f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>&ldquo;Find the root cause, fix it, prove it, and build the system that keeps it fixed.&rdquo;<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-4d7d836\" data-id=\"4d7d836\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-73ae882 elementor-widget elementor-widget-spacer\" data-id=\"73ae882\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dba1b6a jh-details-h elementor-widget elementor-widget-heading\" data-id=\"dba1b6a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Details<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c8b5160 elementor-widget elementor-widget-spacer\" data-id=\"c8b5160\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-71c4e8a jh-details elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"71c4e8a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-map-marker-alt\" viewBox=\"0 0 384 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M172.268 501.67C26.97 291.031 0 269.413 0 192 0 85.961 85.961 0 192 0s192 85.961 192 192c0 77.413-26.97 99.031-172.268 309.67-9.535 13.774-29.93 13.773-39.464 0zM192 272c44.183 0 80-35.817 80-80s-35.817-80-80-80-80 35.817-80 80 35.817 80 80 80z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Cape Coral, Florida, United States<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"mailto:Justen@srcode.com\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-envelope\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M502.3 190.8c3.9-3.1 9.7-.2 9.7 4.7V400c0 26.5-21.5 48-48 48H48c-26.5 0-48-21.5-48-48V195.6c0-5 5.7-7.8 9.7-4.7 22.4 17.4 52.1 39.5 154.1 113.6 21.1 15.4 56.7 47.8 92.2 47.6 35.7.3 72-32.8 92.3-47.6 102-74.1 131.6-96.3 154-113.7zM256 320c23.2.4 56.6-29.2 73.4-41.4 132.7-96.3 142.8-104.7 173.4-128.7 5.8-4.5 9.2-11.5 9.2-18.9v-19c0-26.5-21.5-48-48-48H48C21.5 64 0 85.5 0 112v19c0 7.4 3.4 14.3 9.2 18.9 30.6 23.9 40.7 32.4 173.4 128.7 16.8 12.2 50.2 41.8 73.4 41.4z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Justen@srcode.com<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-phone\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M493.4 24.6l-104-24c-11.3-2.6-22.9 3.3-27.5 13.9l-48 112c-4.2 9.8-1.4 21.3 6.9 28l60.6 49.6c-36 76.7-98.9 140.5-177.2 177.2l-49.6-60.6c-6.8-8.3-18.2-11.1-28-6.9l-112 48C3.9 366.5-2 378.1.6 389.4l24 104C27.1 504.2 36.7 512 48 512c256.1 0 464-207.5 464-464 0-11.2-7.7-20.9-18.6-23.4z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">(239) 850-6379<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.linkedin.com\/in\/justenhoffer\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fab-linkedin\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 32H31.9C14.3 32 0 46.5 0 64.3v383.4C0 465.5 14.3 480 31.9 480H416c17.6 0 32-14.5 32-32.3V64.3c0-17.8-14.4-32.3-32-32.3zM135.4 416H69V202.2h66.5V416zm-33.2-243c-21.3 0-38.5-17.3-38.5-38.5S80.9 96 102.2 96c21.2 0 38.5 17.3 38.5 38.5 0 21.3-17.2 38.5-38.5 38.5zm282.1 243h-66.4V312c0-24.8-.5-56.7-34.5-56.7-34.6 0-39.9 27-39.9 54.9V416h-66.4V202.2h63.7v29.2h.9c8.9-16.8 30.6-34.5 62.9-34.5 67.2 0 79.7 44.3 79.7 101.9V416z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">linkedin.com\/in\/justenhoffer<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-award\" viewBox=\"0 0 384 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M97.12 362.63c-8.69-8.69-4.16-6.24-25.12-11.85-9.51-2.55-17.87-7.45-25.43-13.32L1.2 448.7c-4.39 10.77 3.81 22.47 15.43 22.03l52.69-2.01L105.56 507c8 8.44 22.04 5.81 26.43-4.96l52.05-127.62c-10.84 6.04-22.87 9.58-35.31 9.58-19.5 0-37.82-7.59-51.61-21.37zM382.8 448.7l-45.37-111.24c-7.56 5.88-15.92 10.77-25.43 13.32-21.07 5.64-16.45 3.18-25.12 11.85-13.79 13.78-32.12 21.37-51.62 21.37-12.44 0-24.47-3.55-35.31-9.58L252 502.04c4.39 10.77 18.44 13.4 26.43 4.96l36.25-38.28 52.69 2.01c11.62.44 19.82-11.27 15.43-22.03zM263 340c15.28-15.55 17.03-14.21 38.79-20.14 13.89-3.79 24.75-14.84 28.47-28.98 7.48-28.4 5.54-24.97 25.95-45.75 10.17-10.35 14.14-25.44 10.42-39.58-7.47-28.38-7.48-24.42 0-52.83 3.72-14.14-.25-29.23-10.42-39.58-20.41-20.78-18.47-17.36-25.95-45.75-3.72-14.14-14.58-25.19-28.47-28.98-27.88-7.61-24.52-5.62-44.95-26.41-10.17-10.35-25-14.4-38.89-10.61-27.87 7.6-23.98 7.61-51.9 0-13.89-3.79-28.72.25-38.89 10.61-20.41 20.78-17.05 18.8-44.94 26.41-13.89 3.79-24.75 14.84-28.47 28.98-7.47 28.39-5.54 24.97-25.95 45.75-10.17 10.35-14.15 25.44-10.42 39.58 7.47 28.36 7.48 24.4 0 52.82-3.72 14.14.25 29.23 10.42 39.59 20.41 20.78 18.47 17.35 25.95 45.75 3.72 14.14 14.58 25.19 28.47 28.98C104.6 325.96 106.27 325 121 340c13.23 13.47 33.84 15.88 49.74 5.82a39.676 39.676 0 0 1 42.53 0c15.89 10.06 36.5 7.65 49.73-5.82zM97.66 175.96c0-53.03 42.24-96.02 94.34-96.02s94.34 42.99 94.34 96.02-42.24 96.02-94.34 96.02-94.34-42.99-94.34-96.02z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Certified Support Manager (Service Strategies)<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-87271fe jh-experience elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"87271fe\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-40beb23 jh-timeline\" data-id=\"40beb23\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4866646 jh-h2 elementor-widget elementor-widget-heading\" data-id=\"4866646\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Experience<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-26115d8 elementor-widget elementor-widget-spacer\" data-id=\"26115d8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-a5b2792 jh-job elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"a5b2792\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-216223d\" data-id=\"216223d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e3ee891 jh-job-title elementor-widget elementor-widget-heading\" data-id=\"e3ee891\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Senior Manager, Technical Support Management<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-59ab704 jh-job-meta elementor-widget elementor-widget-text-editor\" data-id=\"59ab704\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>ServiceNow &middot; Feb 2026 &ndash; Present<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2d4891a jh-job-body elementor-widget elementor-widget-text-editor\" data-id=\"2d4891a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<ul><li>Lead technical-support transformation across Support, Engineering, Product, SRE, Data Recovery, Security, and executives &mdash; pairing incident command with hands-on platform depth. <b>10 direct reports<\/b> in a 52-person regional support organization, with matrixed influence across ~20 global SME leads and ~25 engineering teams.<\/li><li><b>Global Support Lead for System Applications<\/b> &mdash; the ServiceNow platform&rsquo;s entire estate of plugins and applications built with App Engine and Creator Studio, and one of its largest support surfaces. I own support for that estate worldwide and partner daily with Development so escalations become product fixes rather than one-off workarounds.<\/li><li>Single-handedly designed, built, and own <b>Extraordinary Assistant<\/b> &mdash; a multi-agent AI support operating system deployed as a standalone AI &mdash; with a documented $17.8M three-year cost-avoidance case (broader estimated opportunity $25M&ndash;$35M+); a formal production demand imported select features directly into ServiceNow&rsquo;s Now Support production instance.<\/li><li>Command all-Support weekend operations and preceding-week readiness &mdash; P1\/P2 oversight, Major Incident Management, Security\/MSI, mass outages, escalations, and global handoffs &mdash; and lead BCDR process and communications.<\/li><li>Built ~30 responsive operational dashboards and authored the executive QBRs that turn support data into decisions; lead process-review optimization with Lean Six Sigma, contributing 297 automation processes to an enterprise process-reimagination workstream and, separately, decomposing 1,200+ discrete activities for business-process-reengineering and AI-agent analysis.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-01b69e4 jh-job elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"01b69e4\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-6d8d2ba\" data-id=\"6d8d2ba\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2ce909c jh-job-title elementor-widget elementor-widget-heading\" data-id=\"2ce909c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Manager, Technical Support Management<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3b16aa9 jh-job-meta elementor-widget elementor-widget-text-editor\" data-id=\"3b16aa9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>ServiceNow &middot; Mar 2022 &ndash; Feb 2026<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9f4cdc1 jh-job-body elementor-widget elementor-widget-text-editor\" data-id=\"9f4cdc1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<ul><li>Took on the newly created role of <b>Global Support Lead for System Applications<\/b> &mdash; the ServiceNow platform&rsquo;s full estate of plugins and applications built with App Engine and Creator Studio &mdash; driving CSAT ~5.0&nbsp;&rarr;&nbsp;9.8 and average Time to Relief ~18&nbsp;&rarr;&nbsp;3 days via a global SME ownership model across Hyderabad, EMEA, US East, US West, and APJ.<\/li><li>Partnered day to day with Development across that estate, building durable engineering relationships that turn escalations into product fixes instead of one-off workarounds.<\/li><li>Led Platform Technologies and Data Recovery execution during a multi-region platform event &mdash; 127 potentially impacted customers, 67 contributing engineers, 102 weekend shifts, ~900 days of coordinated work.<\/li><li>Contributed to the enterprise AI programs shaping how Support adopts Generative AI, and led Support participation in the Now Assist, AI Search, AI Agents, Build Agent, and App Generation go-lives; promoted 7 engineers (IC2&rarr;IC5) into expanded SME and leadership roles.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-4a23691 jh-job elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4a23691\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-69ce7bf\" data-id=\"69ce7bf\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b40881a jh-job-title elementor-widget elementor-widget-heading\" data-id=\"b40881a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Senior Technical Support Engineer<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9111a03 jh-job-meta elementor-widget elementor-widget-text-editor\" data-id=\"9111a03\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>ServiceNow &middot; Apr 2020 &ndash; Mar 2022<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-913dc38 jh-job-body elementor-widget elementor-widget-text-editor\" data-id=\"913dc38\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<ul><li>Sustained a <b>9.99 CSAT on the second-highest survey volume in the company<\/b> while resolving complex platform issues as a subject-matter expert across System Applications &mdash; the platform&rsquo;s App&nbsp;Engine and Creator&nbsp;Studio application estate &mdash; plus analytics, update sets, cloning, and data recovery, building the technical credibility that underpins today&rsquo;s bridge and escalation leadership.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-9a18800 jh-job elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"9a18800\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5f60052\" data-id=\"5f60052\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f5e6988 jh-job-title elementor-widget elementor-widget-heading\" data-id=\"f5e6988\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Director of IT<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9067c3e jh-job-meta elementor-widget elementor-widget-text-editor\" data-id=\"9067c3e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>ACC Medlink &middot; Jul 2018 &ndash; Apr 2020<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f48ca5f jh-job-body elementor-widget elementor-widget-text-editor\" data-id=\"f48ca5f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<ul><li>Owned every technology function for a national air-ambulance and medical-transport company &mdash; infrastructure, software, data, and digital marketing &mdash; reporting to executive leadership on technology strategy, spend, and risk.<\/li><li>Managed a multi-disciplinary IT team of developers, designers, database administrators, VoIP and systems administrators, and marketing specialists.<\/li><li>Ran a high-six-figure annual paid-search program across Google Ads and Bing Ads alongside SEO and site conversion, and built the customer-facing and internal platforms hands-on (HTML, CSS, PHP, JavaScript, jQuery, MySQL, C#, .NET) across AWS, Google Cloud, on-prem servers, networking, and VoIP.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-986b9b2 jh-work elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"986b9b2\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-b4f4f1b\" data-id=\"b4f4f1b\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1640745 jh-h2 jh-h2--center elementor-widget elementor-widget-heading\" data-id=\"1640745\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Signature Work<\/h2>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-d693e1c jh-work elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"d693e1c\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-e042379 jh-work-card\" data-id=\"e042379\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-250c79b jh-work-metric elementor-widget elementor-widget-heading\" data-id=\"250c79b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h6 class=\"elementor-heading-title elementor-size-default\">$17.8M &ndash; $35M+<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e695615 jh-work-title elementor-widget elementor-widget-heading\" data-id=\"e695615\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Extraordinary Assistant<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7cc03b9 elementor-widget elementor-widget-spacer\" data-id=\"7cc03b9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d5bd2c3 jh-work-body elementor-widget elementor-widget-text-editor\" data-id=\"d5bd2c3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>The multi-agent AI support operating system I designed and built end to end &mdash; no other hands on it. A dozen capabilities, from triage and queue intelligence to executive summaries, survey and pattern analysis, knowledge creation, and risk monitoring, cut complex triage from ~35&ndash;50 minutes to ~3&ndash;7 &mdash; an ~85% reduction at 92% caching efficiency &mdash; and return roughly 138 FTE-years (~287,000 hours) of capacity. Documented at ~$5.13M annual \/ $17.8M three-year cost avoidance against a $25M&ndash;$35M+ estimated opportunity; deployed as a standalone AI while a production demand carried select features into ServiceNow&rsquo;s Now Support instance.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-99f353e jh-work-card\" data-id=\"99f353e\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-9fdb8e4 jh-work-metric elementor-widget elementor-widget-heading\" data-id=\"9fdb8e4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h6 class=\"elementor-heading-title elementor-size-default\">5.0 &rarr; 9.8 CSAT<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e00e564 jh-work-title elementor-widget elementor-widget-heading\" data-id=\"e00e564\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Global Support Lead &mdash; System Applications<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-68231d1 elementor-widget elementor-widget-spacer\" data-id=\"68231d1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-137a619 jh-work-body elementor-widget elementor-widget-text-editor\" data-id=\"137a619\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>System Applications is the ServiceNow platform&rsquo;s entire estate of plugins and applications built with App Engine and Creator Studio &mdash; one of its largest support surfaces. As its Global Support Lead I rebuilt a struggling global queue into an SME-owned operating model across five regions and partnered closely with Development; average Time to Relief fell from ~18 days to ~3 over two years.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-36d370e jh-work-card\" data-id=\"36d370e\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b105785 jh-work-metric elementor-widget elementor-widget-heading\" data-id=\"b105785\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h6 class=\"elementor-heading-title elementor-size-default\">127 customers<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-06445e7 jh-work-title elementor-widget elementor-widget-heading\" data-id=\"06445e7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Multi-Region Platform Event Leadership<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4a1832f elementor-widget elementor-widget-spacer\" data-id=\"4a1832f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8ca1a62 jh-work-body elementor-widget elementor-widget-text-editor\" data-id=\"8ca1a62\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Led Platform Technologies &amp; Data Recovery through a major multi-region platform event &mdash; 67 contributing engineers, 102 weekend shifts, and roughly 900 days of coordinated work.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-0c56593 jh-work elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"0c56593\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-c8cf534 jh-work-card\" data-id=\"c8cf534\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b3f0be5 jh-work-metric elementor-widget elementor-widget-heading\" data-id=\"b3f0be5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h6 class=\"elementor-heading-title elementor-size-default\">5 AI go-lives<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-67fc277 jh-work-title elementor-widget elementor-widget-heading\" data-id=\"67fc277\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Enterprise AI Programs<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-862bdc2 elementor-widget elementor-widget-spacer\" data-id=\"862bdc2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e5a1afd jh-work-body elementor-widget elementor-widget-text-editor\" data-id=\"e5a1afd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Led Support participation in the Now Assist, AI Search, AI Agents, Build Agent, and App Generation go-lives, driving real product fixes back into the platform, and contributed to the enterprise AI programs shaping how Support adopts Generative AI.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2994291 jh-work-card\" data-id=\"2994291\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6443788 jh-work-metric elementor-widget elementor-widget-heading\" data-id=\"6443788\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h6 class=\"elementor-heading-title elementor-size-default\">~300 avg \/ board<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d976149 jh-work-title elementor-widget elementor-widget-heading\" data-id=\"d976149\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Analytics &amp; Executive QBRs<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d5bc083 elementor-widget elementor-widget-spacer\" data-id=\"d5bc083\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4071c67 jh-work-body elementor-widget elementor-widget-text-editor\" data-id=\"4071c67\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Built ~30 operational dashboards &mdash; each reaching an average of ~300 people across Support &mdash; and authored the executive QBRs that turn raw support data into decisions leaders act on.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-4afb7fb jh-work-card\" data-id=\"4afb7fb\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-32990c8 jh-work-metric elementor-widget elementor-widget-heading\" data-id=\"32990c8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h6 class=\"elementor-heading-title elementor-size-default\">1,032 hrs \/ qtr<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e03864b jh-work-title elementor-widget elementor-widget-heading\" data-id=\"e03864b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Talent &amp; Training Systems<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-affc97e elementor-widget elementor-widget-spacer\" data-id=\"affc97e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-61fcbb2 jh-work-body elementor-widget elementor-widget-text-editor\" data-id=\"61fcbb2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Promoted 7 engineers from IC2 to IC5 and built and ran the TSE training operating system across a 43-engineer population &mdash; 24 structured hours per engineer, ~1,032 training hours per quarter &mdash; plus a staged 23.6-hour AI curriculum rolled out across 16 batches. Bespoke curricula cut case-handling tasks by up to 80%.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-919885a jh-work elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"919885a\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-a59453d jh-work-card\" data-id=\"a59453d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-9d68938 jh-work-metric elementor-widget elementor-widget-heading\" data-id=\"9d68938\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h6 class=\"elementor-heading-title elementor-size-default\">Executive escalations<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4e001d4 jh-work-title elementor-widget elementor-widget-heading\" data-id=\"4e001d4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Customer Trust Recovery<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0964224 elementor-widget elementor-widget-spacer\" data-id=\"0964224\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ea7e167 jh-work-body elementor-widget elementor-widget-text-editor\" data-id=\"ea7e167\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>The person leaders bring into the hardest customer situations &mdash; leading technical bridges, aligning Engineering and Product, and lowering the temperature to rebuild confidence, then standing up the account-support improvement plans that make strategic accounts whole.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-cea2e73 jh-work-card\" data-id=\"cea2e73\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-566faf5 jh-work-metric elementor-widget elementor-widget-heading\" data-id=\"566faf5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h6 class=\"elementor-heading-title elementor-size-default\">100+ assets<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a721bd9 jh-work-title elementor-widget elementor-widget-heading\" data-id=\"a721bd9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Global Enablement &amp; Knowledge<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2d62f4d elementor-widget elementor-widget-spacer\" data-id=\"2d62f4d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dbc616f jh-work-body elementor-widget elementor-widget-text-editor\" data-id=\"dbc616f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Reviewed and improved 100+ knowledge articles, learning labs, and troubleshooting and case-deflection resources; built SME succession and change-governance training that scales hard-won expertise across every region.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-c39bcd1 jh-work-card\" data-id=\"c39bcd1\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7eee71c jh-work-metric elementor-widget elementor-widget-heading\" data-id=\"7eee71c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h6 class=\"elementor-heading-title elementor-size-default\">5 regions<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-54e0fba jh-work-title elementor-widget elementor-widget-heading\" data-id=\"54e0fba\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Global Support Leadership<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9eacac0 elementor-widget elementor-widget-spacer\" data-id=\"9eacac0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-84a5d60 jh-work-body elementor-widget elementor-widget-text-editor\" data-id=\"84a5d60\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Represented Platform Technologies in the global strategic-customer program &mdash; improving assignment compliance, coverage, and escalation ownership across a global engineering population &mdash; plus all-Support weekend command, preceding-week readiness, and BCDR process and communications.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-b301d26 jh-more elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"b301d26\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-280f43f\" data-id=\"280f43f\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-57def83 jh-h2 jh-h2--center elementor-widget elementor-widget-heading\" data-id=\"57def83\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Beyond the Big Programs<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3c93e48 elementor-widget elementor-widget-spacer\" data-id=\"3c93e48\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-95c6bf9 jh-more-sub elementor-widget elementor-widget-text-editor\" data-id=\"95c6bf9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Smaller builds that quietly changed how the work runs &mdash; automation, governance, and platform improvements shipped alongside the headline programs.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ced8eca elementor-widget elementor-widget-spacer\" data-id=\"ced8eca\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-02926b1 jh-more-row elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"02926b1\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-c65b547 jh-more-card\" data-id=\"c65b547\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7fbc59e jh-more-list elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"7fbc59e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-bolt\" viewBox=\"0 0 320 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M296 160H180.6l42.6-129.8C227.2 15 215.7 0 200 0H56C44 0 33.8 8.9 32.2 20.8l-32 240C-1.7 275.2 9.5 288 24 288h118.7L96.6 482.5c-3.6 15.2 8 29.5 23.3 29.5 8.4 0 16.4-4.4 20.8-12l176-304c9.3-15.9-2.2-36-20.7-36z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><b>P1 readiness &amp; response automation.<\/b> A portfolio that auto-builds P1 coverage lists, drives action at a fraction of SLA, raises queue and SLA-risk alerts, monitors customer-update cadence, and publishes holiday and restricted-change coverage.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-sitemap\" viewBox=\"0 0 640 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M128 352H32c-17.67 0-32 14.33-32 32v96c0 17.67 14.33 32 32 32h96c17.67 0 32-14.33 32-32v-96c0-17.67-14.33-32-32-32zm-24-80h192v48h48v-48h192v48h48v-57.59c0-21.17-17.23-38.41-38.41-38.41H344v-64h40c17.67 0 32-14.33 32-32V32c0-17.67-14.33-32-32-32H256c-17.67 0-32 14.33-32 32v96c0 17.67 14.33 32 32 32h40v64H94.41C73.23 224 56 241.23 56 262.41V320h48v-48zm264 80h-96c-17.67 0-32 14.33-32 32v96c0 17.67 14.33 32 32 32h96c17.67 0 32-14.33 32-32v-96c0-17.67-14.33-32-32-32zm240 0h-96c-17.67 0-32 14.33-32 32v96c0 17.67 14.33 32 32 32h96c17.67 0 32-14.33 32-32v-96c0-17.67-14.33-32-32-32z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><b>Global Queue Management &amp; Follow-the-Sun redesign.<\/b> Pull-based ownership, structured Data Recovery handoffs, and reusable Q&amp;A history so hard-won answers compound instead of being re-derived case after case.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-shield-alt\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M466.5 83.7l-192-80a48.15 48.15 0 0 0-36.9 0l-192 80C27.7 91.1 16 108.6 16 128c0 198.5 114.5 335.7 221.5 380.3 11.8 4.9 25.1 4.9 36.9 0C360.1 472.6 496 349.3 496 128c0-19.4-11.7-36.9-29.5-44.3zM256.1 446.3l-.1-381 175.9 73.3c-3.3 151.4-82.1 261.1-175.8 307.7z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><b>Change governance &amp; Dev on-call.<\/b> Stood up review and on-call practice for System Applications changes so risk is caught before it reaches a customer instance.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2860769 jh-more-card\" data-id=\"2860769\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3ba4293 jh-more-list elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"3ba4293\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-calendar-check\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M436 160H12c-6.627 0-12-5.373-12-12v-36c0-26.51 21.49-48 48-48h48V12c0-6.627 5.373-12 12-12h40c6.627 0 12 5.373 12 12v52h128V12c0-6.627 5.373-12 12-12h40c6.627 0 12 5.373 12 12v52h48c26.51 0 48 21.49 48 48v36c0 6.627-5.373 12-12 12zM12 192h424c6.627 0 12 5.373 12 12v260c0 26.51-21.49 48-48 48H48c-26.51 0-48-21.49-48-48V204c0-6.627 5.373-12 12-12zm333.296 95.947l-28.169-28.398c-4.667-4.705-12.265-4.736-16.97-.068L194.12 364.665l-45.98-46.352c-4.667-4.705-12.266-4.736-16.971-.068l-28.397 28.17c-4.705 4.667-4.736 12.265-.068 16.97l82.601 83.269c4.667 4.705 12.265 4.736 16.97.068l142.953-141.805c4.705-4.667 4.736-12.265.068-16.97z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><b>Workforce Management feature build.<\/b> Built the enhancement that surfaces TSE labels on scheduled-event records in the employee schedule\/calendar application, handed my code to the owning team, and had it imported into the product &mdash; formally recognized as an impactful enhancement for the entire delivery organization.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-users\" viewBox=\"0 0 640 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M96 224c35.3 0 64-28.7 64-64s-28.7-64-64-64-64 28.7-64 64 28.7 64 64 64zm448 0c35.3 0 64-28.7 64-64s-28.7-64-64-64-64 28.7-64 64 28.7 64 64 64zm32 32h-64c-17.6 0-33.5 7.1-45.1 18.6 40.3 22.1 68.9 62 75.1 109.4h66c17.7 0 32-14.3 32-32v-32c0-35.3-28.7-64-64-64zm-256 0c61.9 0 112-50.1 112-112S381.9 32 320 32 208 82.1 208 144s50.1 112 112 112zm76.8 32h-8.3c-20.8 10-43.9 16-68.5 16s-47.6-6-68.5-16h-8.3C179.6 288 128 339.6 128 403.2V432c0 26.5 21.5 48 48 48h288c26.5 0 48-21.5 48-48v-28.8c0-63.6-51.6-115.2-115.2-115.2zm-223.7-13.4C161.5 263.1 145.6 256 128 256H64c-35.3 0-64 28.7-64 64v32c0 17.7 14.3 32 32 32h65.9c6.3-47.4 34.9-87.3 75.2-109.4z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><b>Focused assignment &amp; SME succession.<\/b> Redesigned assignment models and succession paths so specialist depth survives rotation, attrition, and growth.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-project-diagram\" viewBox=\"0 0 640 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M384 320H256c-17.67 0-32 14.33-32 32v128c0 17.67 14.33 32 32 32h128c17.67 0 32-14.33 32-32V352c0-17.67-14.33-32-32-32zM192 32c0-17.67-14.33-32-32-32H32C14.33 0 0 14.33 0 32v128c0 17.67 14.33 32 32 32h95.72l73.16 128.04C211.98 300.98 232.4 288 256 288h.28L192 175.51V128h224V64H192V32zM608 0H480c-17.67 0-32 14.33-32 32v128c0 17.67 14.33 32 32 32h128c17.67 0 32-14.33 32-32V32c0-17.67-14.33-32-32-32z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><b>Enterprise process reimagination.<\/b> Lead process-review optimization with Lean Six Sigma &mdash; contributed 297 automation processes to an enterprise process-reimagination workstream and, separately, decomposed 1,200+ discrete activities for business-process-reengineering and AI-agent analysis.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-7063ffa jh-lead elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"7063ffa\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-a4f9f20\" data-id=\"a4f9f20\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7fc606c jh-h2 jh-h2--center elementor-widget elementor-widget-heading\" data-id=\"7fc606c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How I Lead<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8ae8950 elementor-widget elementor-widget-spacer\" data-id=\"8ae8950\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7af2920 jh-lead-sub elementor-widget elementor-widget-text-editor\" data-id=\"7af2920\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Five things people can count on when I&rsquo;m in the room &mdash; an executive escalation, a global outage, or a quarterly business review.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e884e48 elementor-widget elementor-widget-spacer\" data-id=\"e884e48\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-a9e65bd jh-lead-row elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"a9e65bd\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7b5a8fd jh-lead-card\" data-id=\"7b5a8fd\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2646d21 jh-lead-list elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"2646d21\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-terminal\" viewBox=\"0 0 640 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M257.981 272.971L63.638 467.314c-9.373 9.373-24.569 9.373-33.941 0L7.029 444.647c-9.357-9.357-9.375-24.522-.04-33.901L161.011 256 6.99 101.255c-9.335-9.379-9.317-24.544.04-33.901l22.667-22.667c9.373-9.373 24.569-9.373 33.941 0L257.981 239.03c9.373 9.372 9.373 24.568 0 33.941zM640 456v-32c0-13.255-10.745-24-24-24H312c-13.255 0-24 10.745-24 24v32c0 13.255 10.745 24 24 24h304c13.255 0 24-10.745 24-24z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><b>Deep technical credibility.<\/b> I don&rsquo;t just manage the work &mdash; I can do it. Hands-on platform depth is what lets me lead technical bridges and ask the questions that redirect an investigation.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chart-line\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M496 384H64V80c0-8.84-7.16-16-16-16H16C7.16 64 0 71.16 0 80v336c0 17.67 14.33 32 32 32h464c8.84 0 16-7.16 16-16v-32c0-8.84-7.16-16-16-16zM464 96H345.94c-21.38 0-32.09 25.85-16.97 40.97l32.4 32.4L288 242.75l-73.37-73.37c-12.5-12.5-32.76-12.5-45.25 0l-68.69 68.69c-6.25 6.25-6.25 16.38 0 22.63l22.62 22.62c6.25 6.25 16.38 6.25 22.63 0L192 237.25l73.37 73.37c12.5 12.5 32.76 12.5 45.25 0l96-96 32.4 32.4c15.12 15.12 40.97 4.41 40.97-16.97V112c.01-8.84-7.15-16-15.99-16z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><b>Transformation through measurable systems.<\/b> I turn improvement into operating models, analytics, and automation that keep performing after I step away &mdash; not one-off heroics.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-handshake\" viewBox=\"0 0 640 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M434.7 64h-85.9c-8 0-15.7 3-21.6 8.4l-98.3 90c-.1.1-.2.3-.3.4-16.6 15.6-16.3 40.5-2.1 56 12.7 13.9 39.4 17.6 56.1 2.7.1-.1.3-.1.4-.2l79.9-73.2c6.5-5.9 16.7-5.5 22.6 1 6 6.5 5.5 16.6-1 22.6l-26.1 23.9L504 313.8c2.9 2.4 5.5 5 7.9 7.7V128l-54.6-54.6c-5.9-6-14.1-9.4-22.6-9.4zM544 128.2v223.9c0 17.7 14.3 32 32 32h64V128.2h-96zm48 223.9c-8.8 0-16-7.2-16-16s7.2-16 16-16 16 7.2 16 16-7.2 16-16 16zM0 384h64c17.7 0 32-14.3 32-32V128.2H0V384zm48-63.9c8.8 0 16 7.2 16 16s-7.2 16-16 16-16-7.2-16-16c0-8.9 7.2-16 16-16zm435.9 18.6L334.6 217.5l-30 27.5c-29.7 27.1-75.2 24.5-101.7-4.4-26.9-29.4-24.8-74.9 4.4-101.7L289.1 64h-83.8c-8.5 0-16.6 3.4-22.6 9.4L128 128v223.9h18.3l90.5 81.9c27.4 22.3 67.7 18.1 90-9.3l.2-.2 17.9 15.5c15.9 13 39.4 10.5 52.3-5.4l31.4-38.6 5.4 4.4c13.7 11.1 33.9 9.1 45-4.7l9.5-11.7c11.2-13.8 9.1-33.9-4.6-45.1z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><b>Customer trust recovery.<\/b> I&rsquo;m the person brought into the hardest escalations to lower the temperature, rebuild confidence, and stand up the plan that makes an account whole.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-project-diagram\" viewBox=\"0 0 640 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M384 320H256c-17.67 0-32 14.33-32 32v128c0 17.67 14.33 32 32 32h128c17.67 0 32-14.33 32-32V352c0-17.67-14.33-32-32-32zM192 32c0-17.67-14.33-32-32-32H32C14.33 0 0 14.33 0 32v128c0 17.67 14.33 32 32 32h95.72l73.16 128.04C211.98 300.98 232.4 288 256 288h.28L192 175.51V128h224V64H192V32zM608 0H480c-17.67 0-32 14.33-32 32v128c0 17.67 14.33 32 32 32h128c17.67 0 32-14.33 32-32V32c0-17.67-14.33-32-32-32z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><b>Influence beyond authority.<\/b> I align Support, Engineering, Product, SRE, Security, and executives around one outcome &mdash; driving results across teams I don&rsquo;t own.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-user-graduate\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M319.4 320.6L224 416l-95.4-95.4C57.1 323.7 0 382.2 0 454.4v9.6c0 26.5 21.5 48 48 48h352c26.5 0 48-21.5 48-48v-9.6c0-72.2-57.1-130.7-128.6-133.8zM13.6 79.8l6.4 1.5v58.4c-7 4.2-12 11.5-12 20.3 0 8.4 4.6 15.4 11.1 19.7L3.5 242c-1.7 6.9 2.1 14 7.6 14h41.8c5.5 0 9.3-7.1 7.6-14l-15.6-62.3C51.4 175.4 56 168.4 56 160c0-8.8-5-16.1-12-20.3V87.1l66 15.9c-8.6 17.2-14 36.4-14 57 0 70.7 57.3 128 128 128s128-57.3 128-128c0-20.6-5.3-39.8-14-57l96.3-23.2c18.2-4.4 18.2-27.1 0-31.5l-190.4-46c-13-3.1-26.7-3.1-39.7 0L13.6 48.2c-18.1 4.4-18.1 27.2 0 31.6z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><b>Developing people and leaders.<\/b> I grow engineers and managers &mdash; seven promoted IC2&rarr;IC5 &mdash; and advocate hard for transparent communication and sustainable workload.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cc4a7b0 elementor-widget elementor-widget-spacer\" data-id=\"cc4a7b0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2fcd385 jh-lead-note elementor-widget elementor-widget-text-editor\" data-id=\"2fcd385\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Validated by promotion to Senior Manager and by peers and leaders across Support, Engineering, Product, SRE, and Security &mdash; a sample of that recognition follows.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-7e720c2 jh-rec elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"7e720c2\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-8239563\" data-id=\"8239563\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6ce70f4 jh-h2 jh-h2--center elementor-widget elementor-widget-heading\" data-id=\"6ce70f4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Recognition<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0a99231 elementor-widget elementor-widget-spacer\" data-id=\"0a99231\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bb34807 jh-rec-sub elementor-widget elementor-widget-text-editor\" data-id=\"bb34807\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>A sample of formal kudos and peer feedback from ServiceNow&rsquo;s recognition program. Customer and colleague names are withheld.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-13c0ed4 elementor-widget elementor-widget-spacer\" data-id=\"13c0ed4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-13a1770 jh-rec-row elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"13a1770\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2e0ba97 jh-rec-card\" data-id=\"2e0ba97\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2f76e08 jh-details-h elementor-widget elementor-widget-heading\" data-id=\"2f76e08\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Formal Kudos<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8e7ec63 elementor-widget elementor-widget-spacer\" data-id=\"8e7ec63\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-91ef753 jh-rec-list elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"91ef753\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-globe\" viewBox=\"0 0 496 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M336.5 160C322 70.7 287.8 8 248 8s-74 62.7-88.5 152h177zM152 256c0 22.2 1.2 43.5 3.3 64h185.3c2.1-20.5 3.3-41.8 3.3-64s-1.2-43.5-3.3-64H155.3c-2.1 20.5-3.3 41.8-3.3 64zm324.7-96c-28.6-67.9-86.5-120.4-158-141.6 24.4 33.8 41.2 84.7 50 141.6h108zM177.2 18.4C105.8 39.6 47.8 92.1 19.3 160h108c8.7-56.9 25.5-107.8 49.9-141.6zM487.4 192H372.7c2.1 21 3.3 42.5 3.3 64s-1.2 43-3.3 64h114.6c5.5-20.5 8.6-41.8 8.6-64s-3.1-43.5-8.5-64zM120 256c0-21.5 1.2-43 3.3-64H8.6C3.2 212.5 0 233.8 0 256s3.2 43.5 8.6 64h114.6c-2-21-3.2-42.5-3.2-64zm39.5 96c14.5 89.3 48.7 152 88.5 152s74-62.7 88.5-152h-177zm159.3 141.6c71.4-21.2 129.4-73.7 158-141.6h-108c-8.8 56.9-25.6 107.8-50 141.6zM19.3 352c28.6 67.9 86.5 120.4 158 141.6-24.4-33.8-41.2-84.7-50-141.6h-108z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><b>Executive escalation, global networking enterprise.<\/b> Recognized among a 60+ person extended team for meeting a hard compliance deadline with 24&times;7 coverage and clean handoffs across regions.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-bolt\" viewBox=\"0 0 320 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M296 160H180.6l42.6-129.8C227.2 15 215.7 0 200 0H56C44 0 33.8 8.9 32.2 20.8l-32 240C-1.7 275.2 9.5 288 24 288h118.7L96.6 482.5c-3.6 15.2 8 29.5 23.3 29.5 8.4 0 16.4-4.4 20.8-12l176-304c9.3-15.9-2.2-36-20.7-36z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><b>Weekend performance incident, top strategic account.<\/b> Recognized with Support, TDO, MIM, SRE, and SWAT for diagnosing and stabilizing a major performance issue over a weekend.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-life-ring\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M256 8C119.033 8 8 119.033 8 256s111.033 248 248 248 248-111.033 248-248S392.967 8 256 8zm173.696 119.559l-63.399 63.399c-10.987-18.559-26.67-34.252-45.255-45.255l63.399-63.399a218.396 218.396 0 0 1 45.255 45.255zM256 352c-53.019 0-96-42.981-96-96s42.981-96 96-96 96 42.981 96 96-42.981 96-96 96zM127.559 82.304l63.399 63.399c-18.559 10.987-34.252 26.67-45.255 45.255l-63.399-63.399a218.372 218.372 0 0 1 45.255-45.255zM82.304 384.441l63.399-63.399c10.987 18.559 26.67 34.252 45.255 45.255l-63.399 63.399a218.396 218.396 0 0 1-45.255-45.255zm302.137 45.255l-63.399-63.399c18.559-10.987 34.252-26.67 45.255-45.255l63.399 63.399a218.403 218.403 0 0 1-45.255 45.255z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><b>Cross-functional instance outage response.<\/b> Named in a leadership-wide recognition after an outage at a large retail enterprise &mdash; the customer&rsquo;s Director of Platform called out how the company leaned in.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-comments\" viewBox=\"0 0 576 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 192c0-88.4-93.1-160-208-160S0 103.6 0 192c0 34.3 14.1 65.9 38 92-13.4 30.2-35.5 54.2-35.8 54.5-2.2 2.3-2.8 5.7-1.5 8.7S4.8 352 8 352c36.6 0 66.9-12.3 88.7-25 32.2 15.7 70.3 25 111.3 25 114.9 0 208-71.6 208-160zm122 220c23.9-26 38-57.7 38-92 0-66.9-53.5-124.2-129.3-148.1.9 6.6 1.3 13.3 1.3 20.1 0 105.9-107.7 192-240 192-10.8 0-21.3-.8-31.7-1.9C207.8 439.6 281.8 480 368 480c41 0 79.1-9.2 111.3-25 21.8 12.7 52.1 25 88.7 25 3.2 0 6.1-1.9 7.3-4.8 1.3-2.9.7-6.3-1.5-8.7-.3-.3-22.4-24.2-35.8-54.5z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><b>Voice of Engineering on a high-stress escalation.<\/b> Recognized for technical guidance and keeping a major bank&rsquo;s team calm through to successful resolution.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-hands-helping\" viewBox=\"0 0 640 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M488 192H336v56c0 39.7-32.3 72-72 72s-72-32.3-72-72V126.4l-64.9 39C107.8 176.9 96 197.8 96 220.2v47.3l-80 46.2C.7 322.5-4.6 342.1 4.3 357.4l80 138.6c8.8 15.3 28.4 20.5 43.7 11.7L231.4 448H368c35.3 0 64-28.7 64-64h16c17.7 0 32-14.3 32-32v-64h8c13.3 0 24-10.7 24-24v-48c0-13.3-10.7-24-24-24zm147.7-37.4L555.7 16C546.9.7 527.3-4.5 512 4.3L408.6 64H306.4c-12 0-23.7 3.4-33.9 9.7L239 94.6c-9.4 5.8-15 16.1-15 27.1V248c0 22.1 17.9 40 40 40s40-17.9 40-40v-88h184c30.9 0 56 25.1 56 56v28.5l80-46.2c15.3-8.9 20.5-28.4 11.7-43.7z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><b>Cross-region P1 rescue.<\/b> Recognized for reaching across regions and reporting lines at end of shift to get an SME on a call for an unusable instance.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-wrench\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M507.73 109.1c-2.24-9.03-13.54-12.09-20.12-5.51l-74.36 74.36-67.88-11.31-11.31-67.88 74.36-74.36c6.62-6.62 3.43-17.9-5.66-20.16-47.38-11.74-99.55.91-136.58 37.93-39.64 39.64-50.55 97.1-34.05 147.2L18.74 402.76c-24.99 24.99-24.99 65.51 0 90.5 24.99 24.99 65.51 24.99 90.5 0l213.21-213.21c50.12 16.71 107.47 5.68 147.37-34.22 37.07-37.07 49.7-89.32 37.91-136.73zM64 472c-13.25 0-24-10.75-24-24 0-13.26 10.75-24 24-24s24 10.74 24 24c0 13.25-10.75 24-24 24z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><b>Hotfix recovery &amp; upgrade save.<\/b> Recognized for realigning resources so a major customer was back on track for a weekend upgrade &mdash; and, separately, for a Workforce Management feature I built and handed off for import into the product.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-9b20eb0 jh-rec-card\" data-id=\"9b20eb0\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7c7115e jh-details-h elementor-widget elementor-widget-heading\" data-id=\"7c7115e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">In Their Words<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e4b57e7 elementor-widget elementor-widget-spacer\" data-id=\"e4b57e7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9612cfb jh-rec-quote elementor-widget elementor-widget-text-editor\" data-id=\"9612cfb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>&ldquo;The rapid-fire questions, the phone calls, the parallel chats, the constant need for updates to keep the customer informed. You handled it all without missing a beat and with grace.&rdquo;<\/p><cite>Senior leader, after a major customer outage<\/cite>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e2e373f jh-rec-quote elementor-widget elementor-widget-text-editor\" data-id=\"e2e373f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>&ldquo;Reaching out overseas, cutting through processes and reporting lines, directly to trusted colleagues, is when you are essentially looking for heroes. Thank you for being my hero.&rdquo;<\/p><cite>Peer leader, after an end-of-shift P1<\/cite>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a8e1afb jh-rec-quote elementor-widget elementor-widget-text-editor\" data-id=\"a8e1afb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>&ldquo;He served as the voice of engineering. His technical guidance and ability to keep the customer calm were crucial to the situation&rsquo;s successful resolution.&rdquo;<\/p><cite>Leader, after a high-stress customer problem<\/cite>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6f7ffd5 jh-rec-quote elementor-widget elementor-widget-text-editor\" data-id=\"6f7ffd5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>&ldquo;Your guidance, leadership, and support throughout the year have been invaluable to me.&rdquo;<\/p><cite>Engineer on my team<\/cite>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6660f8f elementor-widget elementor-widget-spacer\" data-id=\"6660f8f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-37d055b jh-rec-note elementor-widget elementor-widget-text-editor\" data-id=\"37d055b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Recurring themes in peer and direct-report feedback: transparency, empathy, technical credibility, workload advocacy, advance communication, and building people&rsquo;s confidence.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-c17ccb4 jh-skills-head jh-grain elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"c17ccb4\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-db69e95\" data-id=\"db69e95\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ad98752 jh-h2 jh-h2--center jh-h2--light elementor-widget elementor-widget-heading\" data-id=\"ad98752\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Toolbox<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1d19776 elementor-widget elementor-widget-spacer\" data-id=\"1d19776\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e20496e jh-skills-sub elementor-widget elementor-widget-text-editor\" data-id=\"e20496e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>The stack behind the outcomes &mdash; from AI agents and multi-agent workflow automation to the ServiceNow platform to the engineering foundation underneath it all.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-de0d7ad elementor-widget elementor-widget-spacer\" data-id=\"de0d7ad\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-d14d54a jh-skills-row elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"d14d54a\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-1962774 jh-skill-card\" data-id=\"1962774\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-005c88c jh-skill-title elementor-widget elementor-widget-heading\" data-id=\"005c88c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">AI Transformation &amp; Automation<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0fcce77 elementor-widget elementor-widget-spacer\" data-id=\"0fcce77\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6a05e94 jh-skill-body elementor-widget elementor-widget-text-editor\" data-id=\"6a05e94\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>AI transformation strategy &amp; adoption, AI agents &amp; multi-agent orchestration, agentic AI workflows, workflow automation, Generative AI \/ LLM integration, prompt design, token caching &amp; compression, AI governance, ROI modeling &amp; run-cost control, Now Assist, AI Search, AI Agents, Build Agent, App Generation.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-92945b8 jh-skill-card\" data-id=\"92945b8\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-83b052d jh-skill-title elementor-widget elementor-widget-heading\" data-id=\"83b052d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">ServiceNow Platform<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1bbed61 elementor-widget elementor-widget-spacer\" data-id=\"1bbed61\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0917c75 jh-skill-body elementor-widget elementor-widget-text-editor\" data-id=\"0917c75\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>System Applications (the platform&rsquo;s App&nbsp;Engine \/ Creator&nbsp;Studio application estate), update sets &amp; source control, Performance &amp; Platform Analytics, cloning &amp; data recovery, upgrades.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-597ea38 jh-skill-card\" data-id=\"597ea38\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5ca084f jh-skill-title elementor-widget elementor-widget-heading\" data-id=\"5ca084f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Support Operations<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-22b1b12 elementor-widget elementor-widget-spacer\" data-id=\"22b1b12\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e089925 jh-skill-body elementor-widget elementor-widget-text-editor\" data-id=\"e089925\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>P1\/P2 &amp; Major Incident Management, BCDR, FTS\/GQM, SLA governance, Security \/ MSI handling, escalation &amp; crisis command, weekend &amp; on-call leadership, Lean Six Sigma process optimization.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-84bcc85 jh-skills-row jh-skills-row--last elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"84bcc85\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2963e28 jh-skill-card\" data-id=\"2963e28\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-c871240 jh-skill-title elementor-widget elementor-widget-heading\" data-id=\"c871240\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Analytics &amp; Reporting<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0ea9ef7 elementor-widget elementor-widget-spacer\" data-id=\"0ea9ef7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bc0fd89 jh-skill-body elementor-widget elementor-widget-text-editor\" data-id=\"bc0fd89\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Responsive dashboards, advanced filtering, executive QBRs, and business storytelling that translates support data into decisions.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-f02ba96 jh-skill-card\" data-id=\"f02ba96\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f4aba69 jh-skill-title elementor-widget elementor-widget-heading\" data-id=\"f4aba69\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">People &amp; Org Leadership<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2d2e2fe elementor-widget elementor-widget-spacer\" data-id=\"2d2e2fe\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0354d53 jh-skill-body elementor-widget elementor-widget-text-editor\" data-id=\"0354d53\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>People development &amp; promotion, coaching, SME succession, org design, training programs, hiring, workload advocacy, and building teams that sustain performance.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5691aa9 jh-skill-card\" data-id=\"5691aa9\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-befff56 jh-skill-title elementor-widget elementor-widget-heading\" data-id=\"befff56\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Engineering Foundation<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-155b7e8 elementor-widget elementor-widget-spacer\" data-id=\"155b7e8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a0bff61 jh-skill-body elementor-widget elementor-widget-text-editor\" data-id=\"a0bff61\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>C# \/ .NET, PHP, JavaScript, SQL (MsSQL \/ MySQL), network administration (Cisco CCNA), and virtualization (VMware, Proxmox).<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-0f5c210 jh-edu elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"0f5c210\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-fbe970a\" data-id=\"fbe970a\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-67058a3 jh-h2 elementor-widget elementor-widget-heading\" data-id=\"67058a3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Education<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dd5ed87 elementor-widget elementor-widget-spacer\" data-id=\"dd5ed87\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b28758b jh-degree-title elementor-widget elementor-widget-heading\" data-id=\"b28758b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Diploma, General Studies<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-11e59a1 jh-degree-meta elementor-widget elementor-widget-text-editor\" data-id=\"11e59a1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Home School &middot; 2015<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a4e5ebb elementor-widget elementor-widget-spacer\" data-id=\"a4e5ebb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-103a3a3 jh-body elementor-widget elementor-widget-text-editor\" data-id=\"103a3a3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Broad, self-directed study spanning software development, robotics, rocketry, and the sciences &mdash; the foundation of a lifelong builder&rsquo;s mindset and an 18+ year software and systems engineering background.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-94c5f2c\" data-id=\"94c5f2c\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f865bb7 jh-details-h elementor-widget elementor-widget-heading\" data-id=\"f865bb7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Certifications<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-42f8c7e elementor-widget elementor-widget-spacer\" data-id=\"42f8c7e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-1a5b9c0 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"1a5b9c0\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2c6d8e1 jh-cert-card\" data-id=\"2c6d8e1\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3e7f9a2 jh-cert-title elementor-widget elementor-widget-heading\" data-id=\"3e7f9a2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Lean Six Sigma Green Belt<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4b8c0d3 jh-cert-meta elementor-widget elementor-widget-text-editor\" data-id=\"4b8c0d3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>GoLeanSixSigma.com &middot; 2026 &middot; <a href=\"https:\/\/the.glss.app\/public\/certificates\/108910\" target=\"_blank\" rel=\"noopener\">Verify<\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-d7fd9dc elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"d7fd9dc\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-48f6556 jh-cert-card\" data-id=\"48f6556\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6c342eb jh-cert-title elementor-widget elementor-widget-heading\" data-id=\"6c342eb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Certified Support Manager<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6a17678 jh-cert-meta elementor-widget elementor-widget-text-editor\" data-id=\"6a17678\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Service Strategies &middot; 2025<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-8d5d601 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"8d5d601\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2ac8ee5 jh-cert-card\" data-id=\"2ac8ee5\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-8a2ccf9 jh-cert-title elementor-widget elementor-widget-heading\" data-id=\"8a2ccf9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Cisco CCNA &mdash; Routing &amp; Switching<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-efe3eb6 jh-cert-meta elementor-widget elementor-widget-text-editor\" data-id=\"efe3eb6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>License CSCO13035841<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-e855499 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"e855499\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5f64cd7 jh-cert-card\" data-id=\"5f64cd7\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d509774 jh-cert-title elementor-widget elementor-widget-heading\" data-id=\"d509774\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Cisco CCENT<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e10e2d6 jh-cert-meta elementor-widget elementor-widget-text-editor\" data-id=\"e10e2d6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Cisco<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-df2fb6d jh-contact jh-grain elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"df2fb6d\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5306344\" data-id=\"5306344\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-9eb7d03 jh-contact-title elementor-widget elementor-widget-heading\" data-id=\"9eb7d03\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Let&rsquo;s connect.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5af4fc4 elementor-widget elementor-widget-spacer\" data-id=\"5af4fc4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-76c2fad jh-contact-sub elementor-widget elementor-widget-text-editor\" data-id=\"76c2fad\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Director-ready and open to conversations on technical-support and support-operations leadership, AI transformation, and global service organizations &mdash; 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