TECHNICAL SKILLS:

Programming: JavaScript, XML, Visual Basic, Perl, COBOL, SQL Stored Procedures/Scripting

Database: Sybase, Oracle, DB2, and MS SQL database/client software installation administration

OS Servers: XP, 2000, 2003, NT, Linux, UNIX

Web Servers: IIS Admin, Apache, IBM HTTP

Web Application Servers: Tomcat, SpringSource, IBM WebSphere

OS: IBM PC Windows/NT, UNIX, Linux

Software/Tools: HP Quality Center, SQL Enterprise for MS SQL, Quest Software for DB2, Exceed, Crystal Reports, Client Letter, Visio, Multiedit, TOAD, TextPad, MS Project, MS Excel, MS Word, MS Access, MS Visual Interdev, Embarcaderos

Version Control: PVCS, Visual SourceSafe

AREAS OF EXPERTISE:

• Service Catalog
• AssetCenter 4.3.2 and higher
• Incident Management
• Request Management
• Change Management
• Configuration Management
• Knowledge Management
• Connect. Confidential
• Problem Management
• Get.Services
• Service Level Management
• Get.Answers
• Peregrine Get. Confidential Studio
• SC Auto
• Service Catalog
• Knowlix
• Service Management
• Incident Management
• Request Management
• Tivoli CRM Software
• Change Management
• Tivoli Problem Management
• Configuration Management
• Knowledge Management
• Tivoli Asset Management
• Problem Management
• Tivoli Change Management
• Service Level Management
• Web Services
• Systems Configuration
• Process Consulting
• Systems Integration
• Software Management
• Training and Development
• Help Desk Administration

EXPERIENCE:

Confidential, Denver, CO

Service Now Developer

Responsibilities:

• Service catlog workflow developer
• Saml 2.0 implementation
• Custome development includes ui scripts, ui action, access control list,business rules, email notification, workflow administration, customme application development for other sectors.
• Install / configure itsm 7.01 in a linux environment with oracle database and web tier
• Installed language packs
• Installed knowledge management search engine
• Configured load balancing in customer’s production environment
• Assisted with ldap configuration
• Assisted with single - sign on

Service Now Developer

Confidential

Responsibilities:

• Applications included:
• Ess content management development
• Service catlog workflow development
• Asset management development
• Implemented servey wizard
• Enhanced existing wizard tied to service catlog
• Various javascripting including catlog scripting, wizard scripting, scripts include, business rules, ui action and schedule jobs. service catalog - asset management- configuration management- incident management- change management- event management

Technical skills: javascript - business rules - workflows -ui actions - ui policies - custom applications - access control lists - ajax - jellyscripting

Confidential

Responsibilities:

• Implemented ServiceNow SaaS application.
• Verizon Web Service Integration
• Web Service Integration with Serene Business Mashup
• CMDB integration - JDBC Integration
• SAML 2.0 integration
• LDAP integration
• Mid Server installation and configuration
• Service Catalog Workflow
• Incident Mgmt
• Templates
• Technical Lead implementing Service Request Catalog 9.21
• Systems Administration Support for Incident Management, Request Management, Change Management, Configuration Management and external integrations including Connect Confidential .

Confidential

HP Service manager

Responsibilities:

• Lead technical consultant upgrading ServiceCenter 6.2 to Service Manager 9.21
• Updated / Modified Connect Confidential scenarios from version 3.9 to 9.2
• Tailored SM 9.2 to add additional training functionality to the system.
• Provided technical design document to customer for training and documentation purposes
• Implement single sign on / trusted sign on authentication for ServiceCenter 6.2 with Siteminder 2.0
• Provided technical design document to customer.
• Created six Connect- Confidential scenarios with their existing Active Directory structure to SM7 web services.
• Provided technical design document to customer.
• Tailored ESS SC6.2 and incident management module
• Assist with customer the installation/configuration of the SC web tier.
• Designed/created Connect- Confidential scenario to customer on their contacts, locations, and department data.
• Created import utility to import existing configuration items into SM7 configuration management module
• Implemented and configured Service Level Management (SLA) to customer.
• Tailored configuration management, problem management and service level management module
• Lead technical design document. Worked with other ITSM consultants to provide to customer a master technical design document
• Tailored SC 6.2 ESS to replace two of their web portal applications that create Service Center tickets
• Provided technical design document to customer
• Provided technical requirements design document to customer
• Install/Implement Knowledge Management Module 7.10
• Documented system administration configuration of the knowledge management module to customer
• Trained system administrator the knowledge management module
• Tailored SC 7 incident management and service management.
• Provided technical documentation to customer
• Provided consultative services to Boston College on an upgrade to ITSM 7.01 from 6.2
• Tailored SC 6.2 to add additional training functionality to the system.
• Documented existing customizations for Boston College in assessing the amount of effort to upgrade

Confidential

Sr System Consultant

Responsibilities:

• Provided consultative services to Hewlett Packard’s internal outsourcing services team on ITSM 7.01
• Tailored ITSM 7.01 and assisted with HP to demo application to their customer
• Service Manager implementation ITSM 7.01 on a Windows environment and Oracle database
• Install / Configure ITSM 7.01 in a Linux environment with Oracle database and web tier
• Installed language packs
• Installed Knowledge Management Search Engine
• Configured load balancing in customer’s production environment
• Assisted with LDAP configuration
• Assisted with Single-Sign On
• Tailored Problem Management and Incident Management modules
• Service Manager implementation ITSM 7.01 on a Windows environment and Oracle database
• Install / Configure ITSM 7.01; SM app server on Windows, web tier using Apache Tomcat, database on Oracle HPUX box
• Configured LDAP
• Integrate HP Business Availability Center with ITSM 7
• Integrate HP OpenView with ITSM7
• Document systems architecture for customer
• Gathered requirements from customers
• Designed business functional requirements document
• Provided consulting services for modules Service Mgmt, Incident Mgmt, Change Mgmt, Request Mgmt, Service Catalog
• Assist with the Connect. Confidential legacy connector
• Consultant to customer on Request Management module
• Customer demonstration on the workflow of request management

Confidential

Responsibilities:

• Service Center implementation SC 6.26 on a Linux environment and Oracle database
• Install / Configure SC 6.26 in a Linux environment with Oracle database and web tier
• Configured load balancing in customer’s production environment
• Configured web services integration with client’s external web portal application
• Designed technical functional requirements document

Confidential

Responsibilities:

• Service Catalog implementation SC 6.26
• Conducted workshops to customer regarding service catalog, and request management
• Designed technical functional requirements document
• Tailored service center based on the technical functional requirements document
• Troubleshoot issues discovered during unit acceptance testing
• Transfer knowledge to internal customer Confidential administration

Confidential

Sr System Consultant

Responsibilities:

• Service Catalog implementation SC 6.26
• Conducted workshops to customer regarding service catalog, configuration management, and change management
• Designed technical functional requirements document
• Tailored service center based on the technical functional requirements document
• Troubleshoot issues discovered during unit acceptance testing
• Train the trainer
• Confidential /Consultant support during production implementation
• Developed training documentation material
• Fulfilled SC requirements and Connect. Confidential Scenarios
• Troubleshoot issues discovered during unit acceptance testing
• Technical lead to implement ServiceCenter 6.2 from ServiceCenter 5.0.1
• Implement three separate service desk instances to one consolidated ServiceCenter environment for ServiceCenter 6.2
• Tailored ServiceCenter 6.2 to meet ITIL framework with Blue Cross existing processes / functionality
• Consulted with Horizon team ServiceCatalog model.
• Assisted with the Connect. Confidential scenario tailoring.
• Administrate ServiceCenter 6.2
• Develop and design the technical requirements documentation
• Assisted with the business requirements documentation
• Worked with customer on gathering new requirements
• Developer for new enhancements on the request management module
• Developed and produced reports for identity management team
• Provided Confidential Support for ServiceCenter 6.1.2
• Provided Confidential Support for ServiceCenter
• Developer for new enhancements
• System administrator for all environments of ServiceCenter
• Developer for new enhancements
• Implement problem management to current ServiceCenter application

Confidential

Sr. Systems Consultant

Responsibilities:

• Implementation of Service Level Management module
• Sr. Technical Lead ServiceCenter migration from 6.0.2 to 6.1.1
• Installed/Configured ServiceCenter 6.1.1 on Windows 2000 server
• Build RTE and application upgrade
• Build custom upgrade utility
• Configured external interfaces with ServiceCenter
• Documented upgrade process
• Performed system integration testing
• Implement SC 6.1.1 into production environment

Confidential

IMPLEMENTATION CONSULTANT

Responsibilities:

• Installation of Get.Answers Search server on DB2 platform
• Installation of Get.Answers on Tomcat
• Managed the workshops with customer on determine process users and employee self-service users
• Setup/configured users, categories, and roles

Confidential

Senior Systems Consultant

Responsibilities:

• Installation/Configuration of Peregrine Network Discovery
• Data import of customer data into Peregrine’s database (Employees and dept, assets, portfolio, etc.)
• Installation of ServiceCenter 6.1

Confidential

Senior Systems Consultant

Responsibilities:

• Installation of Get.Answers Search server on Oracle platform
• Installation of Get.Answers on WebSphere
• Integration of Get.Answers with ServiceCenter 5.1.3
• Managed the workshops with customer on determine process users and employee self-service users
• Setup/configured users, categories, and roles
• Configured Get.Answers 4.2 with ServiceCenter 5.1.2
• Troubleshoot migration issues from ServiceCenter 5.1.2 to 6.0.1
• Tailored ServiceCenter code to meet customer requirements
• Sr. Technical Lead ServiceCenter migration from 4.0 to 5.1.3
• Installed/Configured ServiceCenter 5.1.3 on Windows 2000 server
• Installed/Configured Get.Services 4.2 on Windows 2000 server to connect with ServiceCenter 5.1.3
• Build RTE and application upgrade
• Build custom upgrade utility
• Configured email notifications with MS Outlook client
• Configured external interfaces with ServiceCenter
• Implement production environment

Confidential

Peregrine Senior Application Developer

Responsibilities:

• Tailored/customized Peregrine’s application to meet the business practices of clients including:
• Created technical requirements documentation for the Confidential project.
• Managed the Confidential project. This project tracks the data to Confidential -related transactions against members. The request management module was used to implement the project.
• Provided ServiceCenter maintenance for Confidential
• Worked on the summary reporting tables. This requires the posting of data to the appropriate category-specific data.
• Helped integrate Client Letter with ServiceCenter
• Designed Crystal reports to meet the requirements of clients.
• Backup Systems Administrator to ODBC configuration DB2

Confidential

Systems Consultant

Responsibilities:

• Performed system analysis and design, gathered and created technical specifications for hardware, software, and middleware requirements.
• Performed kick-off meetings to start the projects.
• Managed project to meet customer’s expectations, customer’s schedule, and budget.
• Worked with client’s DBA, network engineers, configuration management, client services, and operational staff in meeting project expectation.
• Data migration of customer’s data. Databases include UDB, Oracle, Sybase, and MSSQL
• Customized web application tools using JavaScript and XML programming.
• Installed and configured Peregrine’s software. Software includes ServiceCenter 5.0, 4.0 and 3.0, Get. Confidential Suites, Knowlix for Confidential, Connect. Confidential
• Helped integrate a VB program to ServiceCenter’s event services.
• Tailored/customized Peregrine’s application to meet the business practices of clients including: