Alex Mikesell

ServiceNow Developer with nearly two decades of IT experience spanning platform architecture, administration, and application development. Specialized in designing scalable enterprise solutions across ITSM, Hardware Asset Management (HAM), automation, and custom integrations. Proven track record of translating complex business requirements into high-impact automated workflows while leading technical teams and cross-functional initiatives.

ServiceNow Developer at Keywords Studios (2023 – Present)

• Agile Release Management: Managed monthly production releases through Agile sprints, continuously enhancing ITSM and Hardware Asset Management (HAM) applications aligned with business needs.
• Service Catalog & Custom App Development: Delivered customized platform enhancements using Service Catalog items and Flow Designer logic; built a custom scoped application to manage a complex multi-layered hardware ordering and replacement process.
• Enterprise Integrations & Automation: Developed a JML (Joiner, Mover, Leaver) integration processing data from Workday to handle onboarding/offboarding and regional routing; engineered an Amazon S3 and Workday integration via Integration Hub to synchronize company and studio data using Workday as the single source of truth.
• CMDB & Discovery Architecture: Installed, upgraded, and maintained global MID servers and Discovery schedules to automatically populate and update the CMDB; drove best practices and CSDM adoption to leverage reliable configuration data across core ITSM processes.
• Hardware Asset Management (HAM): Designed automated lifecycle workflows and stockroom audits for global hardware assets, sharply reducing asset discrepancy rates and annual lost hardware costs.
• Hardware Asset Attestation: Deployed and customized hardware asset attestation functionality to automate confirmation of receipt for new hires, streamlining onboarding asset tracking.
• Platform Governance & Operations: Maintained near-perfect platform uptime across multi-instance environments; executed seamless upgrades and clones while markedly accelerating P1/P2 resolution times.
• Virtual Agent & Collaboration Integration: Implemented ServiceNow Virtual Agent integrated with Microsoft Teams, designing custom conversational topics to automate support requests and streamline user self-service.
• Service Portal & Taxonomy Management: Maintained and updated Service Portal content and taxonomies; designed custom portal pages and tailored department-specific views to enhance user experience and self-service capabilities.

IT Lead at Keywords Studios (2020-09 – 2023)

• Team & Infrastructure Leadership: Led distributed IT support engineering teams across multiple studio sites, maintaining consistently high CSAT scores and delivering key procurement projects on time and under budget.

Site Support Engineer at Advanced Sterilization Products (2019-04 – 2020-09)

• Executive Technical Support: Delivered dedicated white-glove technical support to C-suite executives and board members, consistently achieving first-contact resolution on critical escalations.
• Infrastructure & Site Leadership: Oversaw endpoint computing, telephony, and patch compliance across site endpoints, driving site-wide patch compliance to near-perfect levels.
• Project Delivery: Led Microsoft Teams Rooms implementations and automated global workstation imaging, significantly streamlining device deployment times across the site.
• Process Optimization: Authored standardized SOPs and technical knowledge articles, successfully lowering site-wide ticket escalation rates.

Desktop Analyst at Liberty Mutual Insurance (2014-12 – 2018-12)

Promoted from Help Desk Support

• Enterprise Support: Resolved high volumes of monthly technical tickets for enterprise users across Windows, macOS, and M365 environments, consistently ranking top-tier for throughput.
• Endpoint Management: Deployed application packages and OS upgrades to thousands of endpoints via SCCM, JAMF, and MobileIron with zero unplanned downtime.
• Technical Mentorship: Promoted from Help Desk Support to Desktop Analyst; onboarded and trained incoming tier-1 support technicians.

ServiceNow Certified Implementation Specialist - IT Service Management - Issued 2026

ServiceNow Certified Implementation Specialist – Data Foundations (CMDB & CSDM) — Issued 2026

ServiceNow Certified Application Developer (CAD) — Issued 2026

ServiceNow Certified System Administrator (CSA) — Issued 2024

ITIL® 4 Foundation Certificate in IT Service Management — Issued 2023