Building workflows
that actually work.

Designed an end-to-end onboarding workflow that automatically provisions accounts, assigns hardware requests, and notifies stakeholders across IT, HR, and Facilities — eliminating manual handoffs.

Reduced onboarding task completion from 3 days to under 4 hours.

Rebuilt a fragmented service catalog into a structured, self-service portal. Created 14 catalog items with dynamic variable sets, approval workflows, and SLA tracking tied to priority tiers.

Ticket deflection rate improved by 30% within the first month.

Built a real-time executive dashboard tracking CI completeness, stale records, and relationship accuracy. Wrote scheduled scripts to auto-flag orphaned CIs and notify asset owners.

CMDB data quality score lifted from 61% to 89% over 6 weeks.

Configured a REST integration allowing engineers to create and update incidents directly from Slack using slash commands, with bi-directional status sync and automatic assignment group routing.

Mean time to acknowledge (MTTA) dropped by 40% for P1 incidents.