Andres Garcia

Electronic Engineer specialized in Data Analytics with 6+ years of experience in ITSM (ServiceNow administrator - Developer & Ivanti Administrator) and data analytics. Skilled in implementing and administering ServiceNow platforms, configuring CMDB, designing ITSM workflows, Flow Designer, and integrating with external systems through REST APIs. Recognized as a ServiceNow Administrator with strong expertise in incident, problem, change management, and CMDB modules.

Experienced in developing dashboards, reports, and automation that improve IT operations and decision-making. Expert in SQL and the Microsoft Power Platform (Power BI, Power Apps, Power Automate) to deliver low-code solutions and process automation. Proficient in Python, JSON data handling, and API integration, turning complex data into actionable insights and optimizing ITSM processes.

Administrator - Developer ServiceNow at Freelance ServiceNow Consultant (2024-11 – Present)

• Customized ITSM (Incident/Change/Request/Knowledge) and Service Catalog; SLAs, UI Policies, Business Rules, Client Scripts.
• CMDB (CSDM-aligned): Discovery, Service Mapping, MID Servers, CI relationships and data-quality rules.
• Built integrations via REST/SOAP and IntegrationHub; automated workflows with Flow Designer; custom spokes; bridges with Power Platform/Ivanti.
• ITOM Event Management & ITAM (HAM/SAM): initial data loads, reconciliation, alert correlation and auto-assignment.
• Operations support: troubleshooting, performance tuning, UAT, change logs, and user onboarding.

Ivanti Administrator - Data Engineer at Superior Council of the Judiciary of Colombia (2023-01 – Present)

• Administration of Ivanti ITSM and EPM, managing core ITSM practices (CMDB, Incident, Change, Service Request) aligned with ITIL.
• Design and maintenance of workflows, creation of new modules, and optimization of existing ITSM processes.
• Integration of Ivanti with external systems and applications via REST APIs, including the Microsoft Power Platform (Power BI, Power Apps, Power Automate), chatbots, and automation tools.
• Development of custom Power Apps integrated with Ivanti to enhance service delivery and user interaction.
• Data analysis and reporting to support decision-making and service improvement.

Data Engineer at Bogotá D.C. Ombudsman's Office (2024-03 – 2024-12)

• Extracted, cleaned, and transformed large datasets from multiple sources (Excel, SharePoint, SQL Server, Oracle, Dataverse) for in-depth data analysis.
• Developed automated ETL workflows using Power Automate and Python, reducing manual data processing time.
• Built interactive dashboards and KPI reports in Power BI, enabling real-time decision-making for key stakeholders.
• Designed data pipelines for structured reporting, ensuring accurate and timely data updates.
• Built and integrated solutions with the Microsoft Power Platform (Power BI, Power Apps, Power Automate, Copilot Studio) via REST APIs, enabling automation, analytics, and chatbot functionalities.

ITSM Administrator - Developer ServiceNow at MEDIMAS (2022-05 – 2023-01)

• Administration and development of ServiceNow ITSM, managing core processes such as CMDB, Incident, Change, Problem, and Service Request, fully aligned with ITIL best practices.
• Design, configuration, and maintenance of workflows and service catalogs, including approval flows, SLA/OLA policies, and escalation rules.
• Customization and module development to optimize ITSM processes, ensuring efficiency and alignment with business requirements.
• Data management and reporting: extraction, cleaning, and transformation of large datasets from SQL Server and other sources; creation of control dashboards and analytical reports (SLA attainment, backlog, MTTR, FCR, agent productivity) to support decision-making and continuous improvement.

ServiceNow Developer Specialist Engineer at Colombian Ministry of Foreign Affairs (2022-05 – 2023-01)

Administration and development of ServiceNow ITSM, managing core processes such as CMDB, Incident, Change, Problem, and Service Request, fully aligned with ITIL best practices. Design, configuration, and maintenance of workflows and service catalogs, including approval flows, SLA/OLA policies, and escalation rules. Customization and module development to optimize ITSM processes, ensuring efficiency and alignment with business requirements.

Data management and reporting: extraction, cleaning, and transformation of large datasets from SQL Server and other sources; creation of control dashboards and analytical reports (SLA attainment, backlog, MTTR, FCR, agent productivity) to support decision-making and continuous improvement.

ITSM Administrator - Developer ServiceNow at MEDIMAS (2019-08 – 2022-04)

• Owned end-to-end administration of GLPI and ServiceNow in multi-entity environments, including users, profiles, groups, permissions, notifications, and automated workflows.
• Built and governed the Service Catalogs (GLPI Formcreator and ServiceNow Service Catalog): service offerings, request forms, approval flows, categories, SLA/OLA policies, and escalation rules.
• Configured and optimized core ITSM processes across both platforms: Incident/Request, Change, Problem, and Knowledge Management; implemented business rules, templates, and automated assignment mechanisms.
• Developed analytical dashboards in Power BI using MySQL/MariaDB and ServiceNow reporting schemas (SLA attainment, backlog aging, MTTR, FCR, agent productivity).

Specialization in Big Data and Visual Analytics – International University of La Rioja (UNIR), Spain & Colombia (2023-05 – 2024-05)

Bachelor's in Electronic Engineer – Cooperative University of Colombia (2017-02 – 2023-02)