Benjamin Protasio
Systems Integration Developer @Salem Health
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WORK HISTORY
Systems Integration Developer @Salem Health
Salem, OR, US
Designed and developed ServiceNow workflows and forms optimizing IT service management. Deflected cases 48% by implementing ServiceNow’s Virtual Agent during the COVID-19 pandemic. Led technical upgrades from Madrid to Utah releases decreasing downtime 32%. Created integrations with third-party tools like Microsoft SharePoint. Developed REST APIs and custom integrations with Epic and external ticketing systems. Administered the ServiceNow platform daily, managing users, access controls, and configurations. Built service catalogs and streamlined request fulfillment processes through ServiceNow. Created dashboards, reports, and workflows to improve IT service delivery KPIs.
EDUCATION
Southwestern Adventist University
Bachelor's Degree, Journalism
SKILLS
ABOUT BENJAMIN PROTASIO
As a Systems Integration Developer at Salem Health, I leverage my ITIL certification and in-depth knowledge of ServiceNow Administration to design, configure, and customize solutions that reduce downtime, and improve user experience. I have over four years of experience in this role, and I have successfully implemented ServiceNow modules such as Virtual Agent, leading the hospital in its first use of an artificial intelligence conversational chatbot.I also apply ITIL 3 principles to assess, plan, and implement IT service management processes. I collaborate with cross-functional teams to align service offerings with business needs, resulting in improved service quality, reduced response times, and enhanced customer satisfaction. Additionally, I champion the adoption of agile development methodologies within the team, fostering a culture of collaboration, flexibility, and innovation. My passion is to use my expertise and creativity to deliver IT solutions that support the hospital\'s mission and vision.
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