Kymber Montgomery

Enthusiastic, solutions-driven tech professional specializing in process improvement. Experienced leader and problem solver who is dedicated to knowledge sharing, innovative automations, and teamwork.

• Closely analyzed opportunities of the previous internal ticketing system, identifying areas for process modifications and improvements paralleled with Gopu's growing needs, business objectives, and ethos.
• Planned and executed the ServiceNow cutover with no negative impact on user experience or ticket creation, ~25k global monthly tickets.
• Developed ServiceNow ITSM with custom solutions directly addressing new and diverse needs of the business, such as removing task workflows, mirroring incident ticket properties to requested items, and eliminating known work with automated catalog items.
• Configured, tested, and launched the ServiceNow Mobile Platform to ~10K internal requesters.
• Lead ~30 new business vertical integrations throughout the development life cycle: Analysis, Design, Coding, Testing, Training, and Operational Support. Served as a liaison among development teams, engineering, and the business, including functioning as the ServiceNow SME and Product Owner.
• Regularly updated and enhanced the ServiceNow environment with improvements, focusing on cost saving solutions such as role customization, resulting in an annual savings of $60k+.
• Built and maintained custom reporting dashboards for fulfillment teams and business stakeholders showcasing global, team, and individual KPIs aligned with trending business needs.
• Built interviewing process for potential support FTEs and international contractors, including best practices and position guidelines for new roles, leading to the growth of a revered and distinguished help desk team.
• Created and maintained 24/7/365 help desk schedule during major variations of workload throughout Gopu's exponential growth. Established help desk tiers including SOPs, best practices, and expectations.

ServiceNow System Administrator Certification

ITIL v4 Certified

Temple University, Philadelphia, PA — B.A. in Communication Studies