Summary
Overview
Work History
Education
Skills
Certification
Leadership Volunteer Experience
References
Timeline
Generic

Fred Mutangana

Vancouver,BC

Summary

Certified ServiceNow Administrator (CSA) with extensive experience in designing and implementing ITSM solutions. Proven ability to manage CMDB data models, develop custom applications, and integrate ServiceNow with external systems. Demonstrated success in enhancing workflow automation and streamlining service delivery in enterprise-scale environments.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Insurance Advisor

Sussex Insurance
Vancouver, BC
02.2024 - 03.2025
  • Provided tailored insurance solutions, and built strong client relationships.
  • Prepared reports outlining sales performance metrics such as revenue generated by each product line or region.
  • Reviewed renewal documents and updated customer information as needed.
  • Educated clients on the features of various insurance products and services.
  • Identified cross-selling opportunities through analysis of customer data.

ServiceNow Developer/Senior Associate

The Infosys Ltd.
Vancouver, BC
06.2021 - 12.2024
  • Developed and customized over 20 ServiceNow workflows and catalog items.
  • Integrated third-party tools via REST APIs to enhance functionality.
  • Reduced incident resolution time by 30% through process improvements.
  • Delivered ITSM solutions utilizing Agile methodology for rapid deployment.
  • Created Knowledge Articles and training documentation to support users.
  • Designed, developed, and implemented scalable applications to meet business needs.
  • Conducted thorough testing and debugging to ensure optimal application performance.
  • Collaborated with cross-functional teams to align app specifications with user requirements.

Insurance Specialist

London Drugs
Vancouver, BC
03.2022 - 01.2024
  • Streamlined end-to-end insurance quoting and sales process to enhance efficiency.
  • Surpassed monthly performance targets by 15% through effective sales strategies.
  • Facilitated dispute resolution between customers and insurance providers to ensure satisfaction.
  • Maintained accurate transaction records for all insurance policies to support audits.
  • Responded promptly to customer inquiries, providing timely updates on policy status.
  • Ensured confidentiality of customer data in compliance with applicable laws and regulations.
  • Participated in training programs to deepen knowledge in underwriting, sales, and product development.

Education

Bachelor of Science - Natural Resources Conservation

University of British Columbia (UBC)
Vancouver, BC
05-2021

Skills

  • ITSM and ITOM expertise
  • CMDB management
  • JavaScript and Flow Designer
  • Business rule implementation
  • Dashboard and service portal configuration
  • Scrum framework proficiency

Certification

  • ServiceNow Certified System Administrator (CSA), Completed
  • ServiceNow Certified Application Developer (CAD), In Progress
  • ServiceNow Certified Implementation Specialist (CIS)-Discovery and Service Mapping, In Progress

Leadership Volunteer Experience

President - Youth Committee, Rwanda Community Abroad (RCA), 01/01/20, Present, Organized community events, including Rwanda's presidential election, and digital campaigns for 500+ youth., Promoted cultural connection and social development initiatives.

References

References available upon request.

Timeline

Insurance Advisor

Sussex Insurance
02.2024 - 03.2025

Insurance Specialist

London Drugs
03.2022 - 01.2024

ServiceNow Developer/Senior Associate

The Infosys Ltd.
06.2021 - 12.2024

Bachelor of Science - Natural Resources Conservation

University of British Columbia (UBC)

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Fred Mutangana