Blake Folger
ServiceNow Platform Admin / Developer
Evans,GA
Summary
Innovative and Results-Driven ServiceNow Professional with Proven Leadership
Dynamic IT professional with 12+ years of overall experience, including 6+ years of hands-on expertise in ServiceNow administration and development. Adept at designing and implementing scalable ServiceNow solutions that align with organizational goals and deliver measurable impact. Demonstrated ability to lead platform initiatives, optimize processes, and drive cross-functional collaboration to ensure successful project delivery.
Possess a comprehensive understanding of ServiceNow core modules, including Incident, Change, Service Catalog, and CMDB, with a proven track record of leveraging platform capabilities to solve complex business challenges. Known for rapidly mastering new technologies and applications to stay at the forefront of innovation.
Exceptional communicator skilled in presenting technical concepts and project updates to diverse audiences, fostering alignment across technical and business teams. Recognized for strategic problem-solving, attention to detail, and a commitment to excellence in every aspect of platform management and development.
Overview
12
12
years of professional experience
6
6
Certifications
Work History
Interim ServiceNow Platform Architect
CACI
12.2024 - Current
- Act as CAB Manager, streamlining change management processes and ensuring controlled implementation of approved updates. (140+ Change Request)
- Configure and optimize Azure VMs and MID servers, supporting critical integrations and enhancing system reliability.
- Lead the strategic direction of the ServiceNow platform, aligning technical solutions with business goals to drive efficiency and innovation.
- Develop and enforce robust cyber compliance and security controls, ensuring full adherence to government standards and reducing security risks.
- Manage platform health, usage, and performance by conducting regular instance health checks and proactively resolving issues to maintain 99.9% uptime.
- Oversee the development pipeline for 10 ServiceNow instances, ensuring a consistent and reliable process for update set promotions and deployments
- Manage the patch and upgrade cycle of the platform (10 instances), coordinating with teams to minimize impact while enabling seamless adoption of new features.
- Troubleshoot and resolve issues with third-party integrations, providing production support and ensuring minimal downtime.
- Oversee instance cloning operations for 7 ServiceNow instances, implementing preserver and exclusion rules to ensure data integrity, compliance, and optimal lower-instance environments.
- Develop and maintain internal technical documentation, policies, and processes to support platform operations and governance.
- Mentor and coach development teams, fostering technical growth through best practices, peer reviews, and training.
ServiceNow Platform Admin / Developer
CACI
11.2023 - 12.2024
- Partner with key stakeholders to identify business needs and deliver scalable ServiceNow solutions, improving service delivery and operational performance.
- Implement integrations between ServiceNow and enterprise systems using REST APIs, MID Servers, and other methods for seamless data exchange.
- Create and maintain technical documentation, including architecture diagrams and process flows, ensuring system continuity and knowledge sharing.
- Research and pilot new ServiceNow features and best practices, driving continuous improvement and delivering innovative solutions.
- Collaborate with cross-functional teams, including developers, administrators, and project managers, to successfully execute high-impact ServiceNow projects.
- Work with ServiceNow support (HI portal) to troubleshoot issues, apply best practices, and implement necessary fixes.
- Troubleshoot and resolve incidents and service requests related to platform functionality, integrations, and performance.
- Manage user access, roles, and group assignments to ensure proper permissions and security compliance.
ServiceNow Developer (Secret Clearance)
SAIC
08.2021 - 11.2023
- Serve as technical lead for 8 ServiceNow developers to ensure business outcomes are being met
- Mentor junior developers on internal processes and development best practices
- Developed/Configured/Supported 4 ServiceNow REST API integrations with third party systems via Flow Designer
- Utilized ServiceNow event management to ingest data from 4 security tools such as Splunk, VMware Carbon Black, HP SureClick, and SteelCloud to enable strategic, whole picture decision making and response
- Installed/Configured/Upgraded Mid Servers (Windows / Linux) to support CMDB discovery, custom plugins, active directory for 50k endpoints across 9 AF bases
- Configured ServiceNow Tenable Vulnerability Integration to allow prioritization and remediation of vulnerabilities on 50k endpoints as well as custom reporting to provide visibility into the security posture of 9 AF bases
- Managed 150+ hours of ServiceNow upgrade efforts to new release versions (Rome, San Diego, Tokyo)
- Implemented/Developed ServiceNow modules Incident management, Change management, Problem management, Knowledge management, Service Catalog, Security Incident Response, Vulnerability response, CSM
- Developed 5 interactive dashboards leveraging reporting and performance analytics to supplement decision making for improving security posture
- Created workflows, flow designer, business rules, fix scripts, background scripts, client scripts, scheduled jobs, and UI actions to automate business processes
- Produced technical documentation for consistent knowledge transfer
Technical Support III EITaaS (Secret Clearance)
SAIC
09.2020 - 08.2021
- Provide tier 2 technical support/troubleshooting for 9 Air Force Bases
- Collaborate with Tier 3/4 resolver groups in order to remediate 50+ high priority incidents.
- Works with Major Incident Managers to facilitate resolution of 30+ high-severity outages, impacting IT infrastructure.
- Provide detailed analysis of ServiceNow deficiencies in order to optimize ticketing system.
- Maintain working relationships and effectively communicate with subject matter expects, vendors, and internal customers/partners.
- Developed comprehensive procedures and 5+ technical documents to ensure customer/partner satisfaction.
Technical Support II EITaaS (Secret Clearance)
SAIC
09.2019 - 09.2020
- Utilizes real-time end user service software for quick technical issue resolution preventing sustained mission downtime for 9 Air Force bases
- Optimized service desk ticketing system, expedited resolution of customer IT issues, exceeding SLA time-frames.
- Collaborate with Tier 1, 2, and 3 to ensure customer/partner satisfaction is exceeded.
Computer Operations II AESD (Secret Clearance)
Unisys
04.2019 - 09.2019
- Utilizes real-time end user service software for quick technical issue resolution preventing sustained mission downtime for 9 Air Force bases
- Optimized service desk ticketing system, expedited resolution of customer IT issues, exceeding SLA time-frames.
- Collaborate with Tier 1, 2, and 3 to ensure customer/partner satisfaction is exceeded.
AV Technician
FUPC Augusta
01.2013 - 04.2019
- Operated and maintained audio-visual equipment, ensuring optimal sound and video quality during church services and events.
- Managed live streams of services and special events, ensuring seamless online experiences for remote congregants.
- Assisted in the setup and teardown of AV equipment, demonstrating efficiency and a strong attention to detail.
- Implemented and maintained network infrastructure, troubleshooting issues as needed to ensure uninterrupted connectivity.
- Collaborated with church staff and members to coordinate AV needs for various events and services.
- Trained new team members and volunteers on the use of AV equipment and software, fostering a collaborative environment.
- Adapted quickly to various AV requests and challenges, demonstrating problem-solving skills and flexibility.
- Regularly performed preventative maintenance and routine checks on AV equipment to prevent malfunctions.
Education
Associate of Applied Science Degree - Cybersecurity
Augusta Technical College
Augusta, GA 08.2016 - 2018.12
Skills
ServiceNow / JavaScript / SAFe Agile / Scrum Methodologies / Linux / CyberSecurity / Troubleshooting / Team Management / Continuous Process Improvement / APIs / ITILv4
Websites
Certification
ServiceNow Certified Implementation Specialist - ITSM
Timeline
Interim ServiceNow Platform Architect
CACI
12.2024 - Current
ServiceNow Platform Admin / Developer
CACI
11.2023 - 12.2024
ServiceNow Certified Implementation Specialist - ITSM
04-2023
ServiceNow Certified Application Developer
07-2022
ServiceNow Certified System Administrator
03-2022
ServiceNow Developer (Secret Clearance)
SAIC
08.2021 - 11.2023
CompTIA Security+
07-2021
ITIL v4 Foundation Certificate in IT
07-2021
Technical Support III EITaaS (Secret Clearance)
SAIC
09.2020 - 08.2021
HDI Support Center Analyst
10-2019
Technical Support II EITaaS (Secret Clearance)
SAIC
09.2019 - 09.2020
Computer Operations II AESD (Secret Clearance)
Unisys
04.2019 - 09.2019
Associate of Applied Science Degree - Cybersecurity
Augusta Technical College
08.2016 - 2018.12
AV Technician
FUPC Augusta
01.2013 - 04.2019
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