Alec R. Hoke

Business Process and ServiceNow Manager


SLA Analysis and Reporting

Thoroughly and accurately analyzed contractual SLA requirements. Compiled raw data into deliverable reports for stakeholders.

Continual Performance Improvement

Analyzed performance metrics to identify trends and areas needing improvement. Worked with relevant stakeholders to develop and implement action plans to improve results against contractual SLAs and non-contractual KPIs.

ServiceNow Development

Managed ServiceNow development team efforts, responsible for maintaining the operational ITSM environment. Engaged in active development with dedicated developers to meet customer requirements.


  • Microsoft Office Suite
  • Windows 10/11 and Server 2016+
  • Debian Linux
  • VMware ESXi
  • PuTTY
  • Standard laptop/desktop hardware
  • iPhone and Android devices
  • Dell PowerEdge hardware


Science Applications International Corporation (SAIC)

SLA Manager

October 2020-Current

Pull and analyze SLA metric data to ensure compliance with contractual AQLs. Work with operational managers to improve SLA performance and ensure compliance. Request and provide justification for exemptions from SLA breaches when applicable and required.

Science Applications International Corporation (SAIC)

ServiceNow Manager

December 2019-Current

Manages the ServiceNow Development Team, who are responsible for creating and maintaining the ITSM environment for NGITS Operations including reviewing, analyzing, prioritizing, planning and assigning work out for all enhancements. Facilitates discussions between the ServiceNow Dev Team and the federal government (customers), as well as between the Developers and the rest of the Operations team to understand the business need for all requests. Ensures the quality of delivered enhancements, documentation, and communication surrounding the released enhancements to the requester.

Science Applications International Corporation (SAIC)

Technical Trainer/Documentation

January 2019-October 2020

Developing and providing regular training sessions to OCIO Service Desk staff, as well as occasional trainings for all NGITS staff and organizing and conducting new hire training. Continuing to assist in the technical documentation process, assisted with implementation of new document management system.

Science Applications International Corporation (SAIC)

Asset Refresh Coordinator

July-October 2019

Coordinated and scheduled hardware refreshes for approximately 1500 users. Streamlined reporting procedures for providing weekly updates to management.


Virginia Polytechnic Institute and State University (Virginia Tech)

Bachelors Degree, History


Alec R. Hoke — [email protected] — (757)849-8046