ServiceNow support, at Tier 3 depth.

The day-to-day work.

My work is high-volume enterprise support — typically 30–50 cases a day across incidents, problems, escalations, and knowledge. Good support, to me, isn’t just closing a case. It’s documenting what actually worked, spotting the pattern behind repeat issues, and making the next person’s job easier.

Beyond my own queue.

Beyond my own queue, I help other agents work through tough troubleshooting and process questions, take part in agent calibration and certification, and create internal training materials and small internal web tools.

Practical AI in support workflows.

Over the past several years, that work has grown to include helping coworkers use AI in everyday support workflows. I’ve configured practical Copilot agents, tested and refined them using real examples, and coached coworkers on their use while keeping human review in place. I’ve also developed instructional guides on practical AI use, reviewed and revised the material, obtained manager approval, and shared them with the team.

The AI in practice notes describe that work in more detail, without naming the organization or sharing internal materials.

Hands-on with the platform.

Through personal AI projects and experimentation in a ServiceNow Personal Developer Instance, I explore practical workflows, test how systems behave, and learn where memory and human review help. One example is TinyDesk, a small AI-assisted help desk demo I built to test workflow ideas. I earned a B.S. in Information Technology with an Artificial Intelligence concentration, graduating summa cum laude.

Certification in progress.

I’m now studying for my ServiceNow Certified System Administrator (CSA), targeted for November 2026.

What I’m focused on.

I’m focused on opportunities that combine support experience, ServiceNow ITSM, practical AI configuration, and employee coaching — in ServiceNow ITSM / support and platform roles, and in AI Implementation, Enablement, and Adoption roles for support teams. I enjoy helping people understand a tool, recognize its limitations, and find a useful place for it in their work. Based in the greater Nashville area and open to remote roles.

Open to ServiceNow ITSM / support and platform roles, and AI Implementation, Enablement, and Adoption roles. Reach me at cyb3rcricket@proton.me or message @Cyb3rCricket on X.

Resume available on request.
I can start within two weeks' notice.