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Don Pfister has extensive experience in IT service management and infrastructure engineering, currently serving as a Senior Principal Infrastructure Engineer and Advisor on the ServiceNow Platform Team at Truist since April 2019. Key contributions include participation in the Design Authority Working Group, development of custom applications for platform customization requests, and the implementation of ITOM Certificate Management. Previously, Don worked at SAS, where roles included Senior IT Service Management Analyst and IT Change Manager, focusing on ServiceNow catalog development and data-driven process optimization. Don's earlier career at Johnson & Johnson included positions as Technical Lead and Senior Programmer. Don holds a Bachelor of Science degree in Physics from Washington College.