Mavis Omologe

Played a crucial role in reviewing email notifications related to incident, problem, request, and change processes. During this review, an incident came to light where a high-priority problem ticket was erroneously assigned to a group by an unauthorized user, resulting in an email notification. I recognized the misalignment with the user's role and conducted a thorough investigation during a process audit. Through the analysis of the process audit report, I identified the root cause—a misconfiguration in an access control list (ACL) rule, where an unauthorized role was granted to a service desk agent. This discovery revealed a critical gap in the system, prompting corrective measures.

I attended meetings with stakeholders as the reporting specialist and ITSM developer, and they came to me with challenging tasks. I also conducted more research by looking at the product document and best practices. For illustration, consider big incidents and incident management.

My suggestion to the team was to use the incident, where everything is already set up, rather than the problem module. I took care of the plugin for major incidents, ensuring that the incident was reported to the appropriate incident team and that the policies were in place.

Ascertaining the number of tiers the business wanted, I ensured that an incident major—more similar to a manager—had tier support.

My recommendations centered on enhancing our incident and problem management processes by incorporating significant incidents.

One of the major projects I worked on was revamping the service catalog. I had over 250 catalog items scattered throughout the service catalog in this environment. So, the clean-up exercise that I did was to first perform a proper service catalog review by checking on the structure of the entire service catalog and checking the service categories. I wanted to see if the taxonomy of the service catalog allowed for a simplified user experience because the ultimate reason for the service catalog is to make services available for end users to make requests for services.

To increase employee productivity, I helped look at the categorization and subcategorization of services in my environment to determine whether they conformed to ITIL's best practices. I checked the naming conventions for services to see if they are customer-facing and user-facing. I also checked the title and description of the services and the image to see if they represented the services correctly. I checked to see if the technical catalog was mixed with the service catalog because, according to ITIL's best practices, the service catalog should be separate from the technical catalog.

In this project, I played a key role in cleaning up and optimizing the CMDB for a large financial institution. The existing CMDB was plagued with duplicate, outdated, and incomplete records, making it difficult to manage IT assets effectively. I collaborated with IT and business stakeholders to map out the current state of the CMDB, identifying critical areas where data quality issues were most prevalent.

I customized and configured Jira and Confluence APIs to streamline project management processes, enhance collaboration, and automate workflows. The project involved developing custom plugins, workflows, and integrations with third-party systems, ensuring the tools were scalable and adaptable to the business's evolving needs.

Led the final stages of the ServiceNow Portfolio Management implementation, optimizing resource management processes and driving system adoption across the organization. Integrated ServiceNow with Azure DevOps to streamline project management workflows, enabling seamless collaboration between development and operations teams. Developed custom dashboards and tailored workspaces for different user roles to enhance system usability and engagement. Managed the migration from legacy project management tools to ServiceNow, ensuring a smooth transition with minimal disruption. Collaborated with cross-functional teams to document processes and support change management efforts, preparing detailed training materials and facilitating stakeholder presentations.

I designed and implemented a comprehensive digital operations platform for a mid-sized professional services firm by integrating Microsoft 365, QuickBooks Online, Agile practices, and low-code automation tools.

The project involved configuring a secure Microsoft 365 environment with MFA, DLP, and governance protocols, along with building an advanced financial reporting and invoicing system in QuickBooks to support complex billing needs. Agile coaching initiatives improved team velocity and delivery alignment through tailored playbooks and KPI tracking. Additionally, a lightweight database using SharePoint and Power Apps was developed to centralize contract tracking, resource allocation, and workflow automation, enhancing visibility and operational efficiency across departments.

I managed the secure, scalable hosting of a custom Windows 11 upgrade script, enabling legacy hardware upgrades ahead of Windows 10 end-of-support. I ensured high availability, security compliance, and smooth adoption through access controls, monitoring, deployment support, and technical documentation

As an AI platform solutions architect, I owned the architecture strategy for a greenfield AI-native retail platform designed to unify commerce operations, customer intelligence, and machine-driven decisioning from day one. I designed a modular, production-grade ecosystem that connects eCommerce, product, order, fulfillment, and marketing systems, with centralized data layers powering real-time AI models and personalization engines. I also established governance, security, and reliability standards while partnering cross-functionally to translate business strategy into technically feasible, scalable architecture roadmaps.

I led the design and development of a cloud-native AI service platform that delivers intelligent features through scalable microservices and high-performance APIs.

Built using Python frameworks such as FastAPI and Django, the system was structured to support modular development and rapid feature delivery. I implemented Infrastructure as Code using Terraform and CloudFormation to automate provisioning and ensure consistent environments across development and production. To achieve high availability and fault tolerance, I designed resilient architectures with load balancing, service isolation, and auto-scaling capabilities. I also integrated comprehensive monitoring and observability using Prometheus and Grafana, enabling real-time performance tracking and proactive incident response. Security best practices were enforced across the platform, ensuring safe data handling and production-grade reliability.

I designed and implemented a distributed data processing and analytics pipeline capable of handling both real-time and batch workloads for large-scale data environments.

The system leveraged technologies like Kafka for streaming, Airflow for orchestration, and Spark for distributed processing, enabling efficient data ingestion, transformation, and analysis. I established CI/CD pipelines and DevOps workflows to streamline deployments and maintain system reliability. The architecture was built with scalability and fault tolerance in mind, ensuring consistent performance under heavy data loads. Additionally, I implemented end-to-end monitoring and alerting using Prometheus and Grafana, along with strong security controls to protect data integrity and access. This solution enabled faster insights, improved operational efficiency, and a fully production-ready data ecosystem.

I designed and led the implementation of an enterprise AI engineering quality framework within Hydro Québec's ServiceNow ecosystem to standardize intelligent automation, improve code quality, and establish governance for AI-assisted development. The initiative focused on creating repeatable engineering standards, validating automation workflows, reviewing technical implementations, and ensuring scalable, upgrade-safe solutions across HR, IT, and enterprise service management platforms while maintaining security, performance, and operational excellence.

Experienced Systems Administrator with expertise in managing enterprise SaaS platforms, identity and access administration, and user lifecycle operations within fast-paced business environments. Proven success administering Google Workspace, Slack, Atlassian, and cloud-based collaboration platforms while ensuring secure, compliant, and efficient onboarding, offboarding, and access governance processes. Strong background in automating administrative workflows, maintaining role-based access controls, optimizing permission structures, and supporting enterprise security standards. Skilled at collaborating with HR, Security, and business stakeholders to deliver seamless user experiences, minimize operational risk, and improve the efficiency of access management across cloud applications.