Application Support Engineer (L2/L3) SaaS Support ServiceNow CSA

Joseph Pettorino

Senior Application Support Engineer ServiceNow CSA Claude AI Practitioner Google Workspace Administrator

Tempe, AZ 85288 201-***-**** ***************@*****.***

LinkedIn: www.linkedin.com/in/joseph-pettorino-b374314

Clearances: FedRamp and CJIS Certified; cleared for Federal and Criminal Justice issues.

SUMMARY OF QUALIFICATIONS

Senior Application Support Engineer with 20+ years of experience supporting mission critical, enterprise scale systems in regulated and high availability and visibility environments. Expert in Tier 3/Tier 3.5 application support, cloudbased SaaS platforms, and global operations. Proven track record of reducing incident resolution times through automation, stabilizing production environments through complex SDLC and release cycles, and leading teams through documentation, training, and operational excellence initiatives.

PLATFORM & AI CERTIFICATIONS

ServiceNow: Certified System Administrator (CSA Mar 2026) – Focus: ITSM & Platform Migration

Anthropic Claude: Foundation Certification – (In Progress / Expected 2026)

Google Cloud: Associate Google Workspace Administrator – Certified Jan 2026

Service Management: ITIL Foundation (v2/v3 Certified; v4 In Progress)

CORE COMPETENCIES

Enterprise Incident Management & Tier 3 Support Executive-level outage response and global SaaS support for 6M+ users across mission-critical SLAs.

Operational Reliability & AI-Assisted Triage Leveraging the Claude, Gemini, and Copilot LLMs, for log analysis and to reduce MTTR and stabilize production environments.

ITSM Platform Migrations & Training Led enterprise-wide Remedy to ServiceNow migrations, including training, documentation, and user adoption.

Automation & Process Optimization Advanced PowerShell and batch automation to streamline provisioning and improve operational governance.

Compliance, Governance & Technical Leadership Operating within FedRAMP, SOX, and CJIS environments while mentoring teams and developing SOP playbooks

PROFESSIONAL EXPERIENCE

Infosys @ Google Tempe, AZ Senior Technical Support Engineer Feb. 2021 to Present

Resolved complex Tier 3 incidents across Google Workspace for a 6 million user global enterprise base, consistently meeting or exceeding mission critical SLAs.

Reduced executive level incident resolution time by 30% through streamlined log analysis and AI assisted triage.

Owned end to end escalation for high visibility outages, serving C suite leaders and regulated customers under compressed SLAs.

Improved onboarding effectiveness by 25% by standardizing triage playbooks, escalation criteria, and internal documentation.

KPMG LLP Montvale, NJ L3 Application Support Analyst Jan. 2011 to July 2020

Delivered Tier 3/Tier 3.5 support for eAudIT, a global .NET platform serving 60K professionals, resolving high severity incidents impacting audit delivery.

Reduced application backup windows by 85% 8 hours to 1 hour through PowerShell automation, improving availability and maintenance efficiency.

Supported stability across 9 major releases and 25 SDLC cycles, ensuring smooth upgrades, patches, and production deployments.

Elevated team performance by 20% during interim Senior Associate coverage through workload prioritization, KPI reporting, and process improvements.

Pomeroy I.T. Solutions @ Bayer Healthcare Morristown, NJ Desktop Support Manager Jan. 2008 to Dec. 2009

Directed enterprise desktop support for 2,000 users across corporate and field sales environments, ensuring consistent service delivery.

Reduced payroll costs by 40% by $100K annually, through optimized staffing models while maintaining full QoS compliance.

Automated system staging and asset tracking, cutting provisioning time by 75% and sustaining 99.9% CMDB accuracy.

Compucom @ Pfizer Pharmaceuticals Parsippany, NJ Global CRM Application Administrator May 2005 to Jan. 2008

Administered and provided Tier 3 support for a global CRM platform serving 5,900 users across North America, Europe, and Asia, resolving complex, region impacting incidents.

Owned ITSM change and incident workflows using HP Service Desk (ServiceNow precursor) in a SOX compliant environment, standardizing approvals and improving operational governance.

Enabled rapid enterprise response during the Zotob worm outbreak by designing high volume incident templates, tripling ticket intake capacity and accelerating containment and remediation.

Led global HP Service Desk group migration, redesigning group hierarchy and naming conventions to improve routing accuracy, ownership clarity, and longterm maintainability.

EDUCATION

B.A., Geology, Earlham College, Richmond, IN

Data Center Support Certificate 4.0 GPA, The CHUBB Institute

Additional Experience Samsung, Merck, Pfizer, Bayer Pharmaceuticals, AT&T.

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