Ali Kromah

Supported and enhanced ITSM processes including Incident, Change, Problem, Request, and Knowledge.

Built custom Catalog Items, multi‑step approvals, UI Policies, Client Scripts, and platform UI enhancements.

Designed Flow Designer workflows and automations that reduced manual task load and improved fulfillment accuracy.

Assisted SecOps teams with SIR/VR tasks, security workflow updates, automated notifications, and routing logic.

Updated CMDB records, validated CI relationships, and supported Discovery findings to improve data accuracy.

Created small‑scale integrations using REST APIs and IntegrationHub to support internal team needs.

Performed platform configuration, form customization, table setup, and user/role management.

Managed update sets, performed release testing, and supported migrations across Dev, Test, and Prod.

Troubleshot platform issues, debugged scripts, analyzed logs, and resolved operational outages.

Collaborated with business teams to gather requirements and deliver practical, scalable solutions.

Customized ITSM modules using JavaScript, GlideRecord, Script Includes, UI Policies, and advanced form logic.

Built Service Catalog items, execution plans, and request workflows supporting multiple business units.

Developed Flow Designer automations to reduce manual steps and increase process consistency.

Created and managed import sets, transform maps, and scheduled imports to maintain data accuracy.

Supported CMDB updates, CI creation, relationship mapping, and data cleanup for asset and config teams.

Assisted with testing, deployments, debug sessions, and resolving defects prior to releases.

Built dashboards, reports, and performance metrics for managers and service owners.

• Supported software releases across web, mobile, and desktop applications by performing regression, functional, and end-to-end validation testing.
• Analyzed production incidents, executed root-cause investigations, and coordinated with engineering teams to implement long-term fixes.
• Developed automation scripts in C# to streamline daily monitoring, alerts, and repetitive operational checks.
• Assisted in system configuration, user account support, permissions updates, and troubleshooting environment-level issues.
• Documented troubleshooting steps, standard operating procedures, and user guides for internal support teams.
• Collaborated with cross-functional teams (QA, Dev, Ops) to ensure release readiness and post-release stability.
• Used SQL queries, logs, and debugging tools to isolate defects and validate data integrity across systems.
• Supported large-scale system updates, mass data imports/exports, and version upgrades.
• Provided training and technical guidance to frontline support analysts, improving ticket resolution speed and accuracy.