Samuel Quartey

• Custom Application Development: Design and build custom applications on the ServiceNow platform to meet organizational needs.
• Platform Operations & Maintenance: Support upgrades, enhancements, and ongoing maintenance of ServiceNow applications, with a focus on ITAM data integrity and system performance.
• Portal Development: Design and implement full-scale Service Portal solutions.
• Portal Development: Design and implement full-scale Service Portal solutions.
• Performance Analytics: Develop/maintain dashboards and reporting to drive business insights.
• Performance Analytics: Develop/maintain dashboards and reporting to drive business insights.
• Troubleshooting & Support: Provide expert-level support and resolve complex ServiceNow issues with minimal downtime.
• Best Practices & Documentation: Champion development best practices and maintain thorough documentation for knowledge transfer and sustainment.
• Collaboration: Participate in Agile ceremonies, support story estimation, and manage work through the development lifecycle.
• Platform Configuration: Configure and support modules including Knowledge Management, Service Request Management, CMDB, and Service Portal.
• Mentorship: Guide and mentor junior team members to promote growth and knowledge sharing.
• Adaptability: Effectively manage multiple priorities and adapt to dynamic client environments.

•  Design, develop, and support scalable ServiceNow solutions for a federal enterprise environment, delivering
  mission-critical capabilities across ITAM, CMDB, Service Portal, Knowledge Management, and Service Request
  Management.
   Build and enhance custom ServiceNow applications, workflows, business rules, client scripts, catalog items, UI
  policies, integrations to improve usability, automation, and platform performance.
   Configure and support HAM Pro and SAM Pro capabilities, including hardware and software asset lifecycle
  workflows, reconciliation, normalization, reclamation processes, reporting, and workspace enablement.
   Led initiatives enhancing CMDB, Discovery, and Service Mapping, resulting in improved configuration item visibility and data quality. Lead CMDB, Discovery, and Service Mapping efforts by improving CI identification, reconciliation, data quality,. dependency visibility across on-prem, cloud, and enterprise environments.
   Develop automated processes for asset tracking, asset data population, compliance validation, lifecycle
  management, and operational reporting using ServiceNow scripting and platform-native automation.
   Integrate ServiceNow with enterprise asset and endpoint data sources, including SCCM, JAMF, and other
  software/hardware inventory systems, to improve asset visibility and data accuracy.
   Align CMDB and ITAM data models to strengthen governance, support audit readiness, and ensure consistent
  relationships between configuration items, assets, services, and lifecycle states.
   Support platform upgrades, enhancements, patch validation, and ongoing maintenance activities while
  preserving application stability, data integrity, and overall system performance.
   Design and implement Service Portal solutions that improve user experience, simplify request fulfillment, and
  provide intuitive access to asset, service, and knowledge workflows.
   Develop and maintain dashboards, reports, and performance analytics to provide actionable business insights on
  asset compliance, lifecycle status, discovery coverage, reconciliation results, and data health.
   Troubleshoot and resolve complex ServiceNow issues involving CMDB, Discovery, ITAM, Service Portal, and
  workflow automation with minimal downtime and strong focus on root-cause analysis.
   Participate in Agile DevSecOps ceremonies, including backlog refinement, sprint planning, story estimation, daily
  standups, testing, and release support throughout the development lifecycle.
   Apply development best practices, including structured testing, documentation, technical design discipline, and
  sustainable configuration standards to support long-term platform maintainability.
  
   Create and maintain detailed technical documentation, configuration records, process guides, and training
  materials to support knowledge transfer, sustainment, and audit/compliance requirements.
   Collaborate closely with developers, administrators, asset managers, CMDB stakeholders, infrastructure teams,
  and federal clients to manage competing priorities in dynamic delivery environments.
   Mentor junior team members by reviewing configurations, sharing ServiceNow best practices, supporting
  troubleshooting efforts, and promoting consistent development standards across the team.
   Support a federal ServiceNow ITAM implementation, improving asset visibility, compliance, and lifecycle
  management across the enterprise.
   Configure and enhance ServiceNow ITAM, CMDB, and Service Portal capabilities to support mission-critical
  business processes.
   Develop workflows, scripts, and automation that streamline asset tracking, reconciliation, and compliance
  reporting.

• Configure and enhance ServiceNow ITAM, CMDB, and Service Portal capabilities to support mission-critical
  business processes.
   Designed, developed, and supported end-to-end integrations between ServiceNow and external platforms using
  REST, SOAP, GraphQL, IntegrationHub, and scripted APIs to improve data exchange, workflow automation, and
  operational visibility.
   Built and maintained integration services supporting event ingestion, routing, transformation, and enrichment
  ServiceNow ITOM Event Management and enterprise monitoring workflows.
   Developed and supported outbound and bi-directional integrations between ServiceNow and third-party
  platforms, ensuring secure connectivity, reliable data exchange, and scalable interface performance.
   Configured and maintained Kafka-based event streaming integrations, including topic publishing/consumption,.
  retry logic, idempotency, dead-letter queue handling, logging, and metrics to improve resiliency and operational
  stability.
   Supported deployment and administration of integration components across Docker, Kubernetes, and Helm
  environments, troubleshooting issues related to pods, networking, certificates, secrets, and runtime
  configuration.
   Enhanced ServiceNow ITOM capabilities by supporting Discovery, Service Mapping, Event Management, and
  operational dashboards, improving infrastructure visibility and event correlation accuracy.
   Maintained CMDB governance aligned to CSDM standards by improving CI data quality, relationship integrity,.
  ownership assignment, and reconciliation outcomes across enterprise environments. Configured and optimized ServiceNow Discovery using MID Server, custom probes, patterns, and scripts (WMI,),
  PowerShell, Bash) to support infrastructure identification and monitoring requirements.
   Supported cloud resource discovery for AWS and Azure, including credential configuration, schedule
  management, and ingestion of cloud assets into CMDB and service maps.
   Built and extended custom ServiceNow applications and catalog solutions, delivering enhancement stories.
  break/fix support, and workflow improvements in Agile delivery environments.
   Developed integrations and data pipelines supporting enterprise reporting and downstream analytics, including
  reliable ingestion controls, data quality validation, and governance support.
   Implemented and maintained ACLs, platform security controls, and access governance to protect application
  data, integration endpoints, and operational processes Used JavaScript/TypeScript and ServiceNow scripting frameworks to create reusable integration components.s,
  business logic, automation scripts, and platform customizations.
   Leveraged Git-based version control, release management, and structured promotion processes to support
  stable deployments and controlled changes across development, test, and production environments.
   Created and maintained technical documentation, architecture diagrams, runbooks, and knowledge transfer
  materials to support sustainment, troubleshooting, and long-term operational continuity.
   Collaborated with cross-functional teams, stakeholders, and support personnel to troubleshoot customer
  implementations, resolve integration issues, and enhance existing OOB and ServiceNow Store applications.
  
   Develop workflows, scripts, and automation that streamline asset tracking, reconciliation, and compliance
  reporting.

• Provided first-level technical support for hardware, software, network connectivity, and enterprise application
issues for field workers and end users.
• Diagnosed, troubleshot, and resolved Windows, iOS, PC, printer, connectivity, and application-related issues in
fast-paced field and healthcare environments.
• Delivered phone-based and on-site support to clinical, business, operations, and IT staff, ensuring timely resolution
of technical issues.
• Properly escalated unresolved incidents and service requests to the appropriate higher-level support teams when..
necessary.
• Tracked, routed, redirected, documented, and closed support tickets using ServiceNow and other IT service
management tools.
• Maintained accurate records of support requests, troubleshooting steps, resolutions, customer data, and activity
report.
• Walked users through step-by-step problem-solving processes while explaining technical concepts in a clear, non.
technical manner.
• Performed PC and printer refresh activities, including setup, relocation, configuration, deployment, and
replacement of IT equipment.
• Conducted environment device mapping and executed Epic application test scripts to validate proper installation
and functionality.
• Supported Epic TDR script testing, hardware refresh initiatives, and application readiness activities across hospitals.
clinics, and outpatient facilities.
• Collaborated with project management teams, Epic application teams, IT support groups, and client leadership to
support field service needs.
• Assisted in training field workers and end users on new technologies, IT systems, and support procedures to
Improved operational efficiency.
• Followed up with customers to provide feedback, confirm issue resolution, and ensure a high level of customer
satisfaction.
• Recommended process improvements to enhance help desk procedures, support workflows, products, and
services.
• Maintained flexibility to travel to multiple site locations and support overtime or weekend work based on project
needs.
• Preserved and expanded knowledge of help desk procedures, enterprise systems, IT support tools, and customer
service best practices.

• Provided technical support for customers using the Uber app and services.
• Provided assistance to users in troubleshooting and resolving issues. in troubleshooting account issues and service inquiries.
• Documented customer interactions in the support ticketing system.