PROFESSIONAL EXPERIENCE:

Confidential

ServiceNow Developer/Architect

Responsibilities:

• ServiceNow Implementation Architecture Design
• Integration Architecture/Design
• Process Guidance
• Technical Leadership/Mentoring
• Form layout design with UI Policies, UI Actions, and Client Scripts
• Workflow design
• Customizations using Business Rules and Script Includes
• Notification design including customization using mail scripting
• Applications include:
• Service Request Management
• Incident Management
• Problem Management
• Change Management
• Configuration Management
• Asset Management/Including Discovery
• Work Management
• Project Portfolio Management
• Demand Management
• Vendor Management
• GRC
• Time Card Management
• Content Management/Service Portal
• Notify
• Chat
• Reporting

Confidential

ServiceNow Developer/Architect

Responsibilities:

• ServiceNow Implementation Architecture Design
• Integration ArchitectureDesign
• Process Guidance
• Technical Leadership/Mentoring
• Form layout design with UI Policies, UI Actions, and Client Scripts
• Workflow design
• Customizations using Business Rules and Script Includes
• Notification design including customization using mail scripting
• Applications include:
• Service Request Management
• Incident Management
• Problem Management
• Change Management
• Configuration Management
• Asset Management/Including Discovery
• Work Management
• Project Portfolio Management
• Time Card Management
• Content Management
• Physician Service Contract (Mercy extension of Contract Management)

Confidential

ServiceNow Administrator

Responsibilities:

• Form layout design with UI Policies, UI Actions, and Client Scripts
• Workflow design
• Customizations using Business Rules and Script Includes
• Notification design including customization using mail scripting
• Technical Leadership/Mentoring
• Process Guidance
• Applications include:
• Service Request Management
• Incident Management
• Problem Management
• Change Management
• Configuration Management
• Asset Management
• Work Management
• Project Portfolio Management
• Time Card Management

Confidential

Technical Consultant

Responsibilities:

• Form layout design with UI Policies, UI Actions, and Client Scripts
• Workflow design
• Customizations using Business Rules and Script Includes
• Notification design including customization using mail scripting
• Applications include:
• Service Request Management
• Incident Management
• Problem Management
• Change Management
• Configuration Management
• Asset Management
• Work Management
• Project Portfolio Management
• Time Card Management

Confidential

Technical Support Manager

Responsibilities:

• Analyzed and modified support processes to improve communication, effectiveness, and efficiency.
• Established intra - departmental and inter-departmental reporting.
• Analyzed and modified processes.
• Established field notification process for system outages and feature upgrades.
• Participated in division-level strategic planning.
• Milestones include:
• Established support request procedures that improved communication, reduced actionable request count, and improved customer perception.
• Created Application Support Team Performance intra-web sub-site to publish performance reports.
• Introduced intra-team subject matter expert roles and intra-team sessions.
• Supported the integration of third party products SOA into the website including Zillow, Monster, and Legacy.

Confidential

Director of Online Publishing

Responsibilities:

• Led and managed the web team which develops and maintains the corporate web presence, including written and multi-media content as well as eCommerce.
• Managed eMarketing efforts including ad creation and scheduling, lead generation systems, and eMail campaigns.
• Interfaced with ownership, fellow directors, sales representatives, and other employees to coordinate web team functions within the corporate operations.
• Interfaced with clients and potential clients to respond to web-related concerns including providing guidance on industry best-practices and success strategies.
• Milestones include:
• Rebuilt the team by filling three vacancies and restructuring the positions to provide redundancy and latitude for personnel development.
• Led the effort for a complete web presence redesign along with building a complete, customized content management system (CMS) while switching platform from Windows, IIS, SQL Server, and ASP/VBScript to Linux, Apache, MySQL, and PHP including service-oriented architecture..
• Introduced project management measures such as using Microsoft Sharepoint and dotProject.
• Established database design and coding standards.
• Provided to sales representatives on customer relationship management (CRM) with regard to web-based advertising programs.
• Developed content-based eCommerce website associated with print magazine publication using ASP, ASP .NET (Visual Basic and C#), VBScript, JavaScript, HTML, DHTML, and AJAX with database interface to Microsoft SQL Server.
• Provided technical expertise and leadership in decisions regarding the direction the website should go including adopting CSS based, accessible design, and XML based reporting.
• Milestones include:
• Developed security model for publication of digital edition of magazine.
• Provided technical leadership in developing web-based video distribution.
• Developed standardized data model for lead generation system using client microsites.
• Developed data/reporting model for tracking site traffic.
• Developed data model for content including magazine articles, newsletter articles, video, and audio.
• Provided technical leadership in moving to CSS based web design.
• Introduced AJAX into site development for more dynamic delivery of content.
• Developed subscription web service based delivery of article and video content to partner websites.

Confidential

Developer

Responsibilities:

• Developer for six web-based eCommerce applications using ColdFusion 5, ColdFusionMX, Javascript, HTML, and DHTML with database interface to Microsoft SQL Server.
• Maintained, managed and revised the system for delivering approximately 6 million subscribed commercial bulk email messages.
• Maintained, managed and revised the system for displaying individually targeted advertisements to web customers and delivering the subsequent leads to advertising partners.
• Technical lead for redesign of employer/job-listing portion of fourth-largest job website in the USA.
• Created specialized reporting capabilities for the extraction of live production data to interface with Great Plains Accounting System.

Confidential

Senior Programmer

Responsibilities:

• Developer for a Windows-based .NET computer-based learning system using Microsoft C# with database interface to Microsoft SQL Server and XML.
• Developer for a web-based learning system using ColdFusionMX, JavaScript, Flash, DHTML, and HTML with database interface to Microsoft SQL Server.

Confidential

Web Applications Developer

Responsibilities:

• Developer for web-based applications on an organizational intranet using VBScript, JavaScript, CGI/PERL, DHTML, and HTML.
• Designed and maintained web-based applications hosted on Microsoft IIS and Apache web servers that interface with Microsoft Access and Oracle databases. These web-based applications utilize frames, Active Server Pages and other server-side scripting as well as client-side scripting.
• Developer for an enterprise level support team ticketing system using Remedy Action Request System.
• Sole developer for the consolidation of 32 separate ticketing systems into a single system for the entire enterprise.
• Developed a mission-critical ticketing system for a separate project under short suspense.
• Part of a two-man development team for the support ticketing portion of an integrated network management system. Also revised the customer survey process by reworking the web page used as the customer interface using HTML, CGI/PERL, and JavaScript.
• Leader of an 11-person system administration team that provided support on a multi-platform international secure LAN/WAN. The platforms included NeXTStep, WindowsNT 4.0, and NetWare 4.11. The messaging systems were cc:Mail 6.0 and Exchange 5.5 with the Outlook client.
• Lead Administrator for the NetWare platform and for the Remedy ALATS (Action Logging and Tracking System). Also provided intranet support by modifying HTML and CGI/PERL code.
• Member of a LAN administration effort that provided support to over 600 users on a nationwide secure LAN/WAN.
• Created and maintained client accounts, troubleshot user connectivity problems, and provided user .
• Provided support for users on multiple operating systems including Windows for Workgroups, Windows95 and Windows NT. The network operating system was NT Server v4.0 and the messaging system was Microsoft Exchange.
• Supported the same users on a nationwide unsecure LAN/WAN that used WindowsNT4.0 as the workstation operating system and NT Server v4.0. The messaging system was Microsoft Exchange with the Outlook client.
• Served on the migration team tasked with migrating the non-secure LAN from a NetWare based LAN to an NT based network.
• Leader of a team of four Help Desk technicians providing network and computer support to over 200 users on a multi-protocol LAN.
• Compiled daily and weekly metric reports.
• Established Help Desk procedures and policies.
• Team was responsible for creating and maintaining client accounts, troubleshooting user connectivity problems, troubleshooting workstation hardware/software problems, and providing user .
• Assisted in the administration of the email system including coordinating with remote systems administration teams.
• Protocols include NetWare IPX/SPX, Microsoft NetBEUI, and TCP/IP. Software support includes Novell NetWare, Windows 3.11/95/NT, cc:Mail/cc:Mobile, Microsoft Office Professional (includes Word, Excel, PowerPoint, Access), Microsoft Project, Perform Pro, Lotus 1-2-3, Lotus Notes, Network Scheduler, Word Perfect, Netscape Navigator, pcAnyWhere, and ReachOut.
• Member of a LAN administration effort that provided support to over 1200 users on a worldwide secure LAN/WAN.
• Created and maintained client accounts, troubleshot user connectivity problems, and provided user .
• Provided support for users on multiple platforms including Macintosh, MS-DOS and compatibles, SUN SPARC, and NeXT. Software support included Novell NetWare, cc:Mail, Microsoft Office (including Word, Excel, and PowerPoint), and FileMaker Pro. I also assisted in troubleshooting server and router problems.
• Developed batch programs for doing frequent tasks for which no COTS utility existed.
• Provided hardware support including: cable construction (10Base-T, Fiber optic, RS-232, RJ-11, custom), Facility recabling, equipment installation and wiring, 66-Block wiring, and equipment inventory.

Confidential

Technical Writer

Responsibilities:

• Supported the documentation effort for the TDU system by writing the CSUM, providing technical expertise to the rest of the team, and acting as a liaison between the documentation team and the Government.
• Supported the Government in the development and integration of windows-based real-time traffic monitoring software. Authored one of the CSCIs in the system.
• Configured and maintained the development hardware including an ethernet LAN, performed alpha testing of the software throughout its development and provided expertise to the development team in the area of user interface.
• Co-authored the Software Acceptance Test Plan.
• Provided programming and technical support to the development of the Property Management System in use by two divisions within the directorate.
• Authored the database management system that tracked over 22,000 line items of equipment. Also authored the manual for the system.
• Installed and maintained a Novell network for a 25 user LAN.
• Provided programming and database support by creating a database application to maintain the provisioning information for the system. This system was able to automate the Provisioning Parts List (PPL) production that had formerly been a manual process.
• Provided programming and technical support to the IRAAMP system by developing diagnostic tools for software debugging.
• Provided programming, database, procurement, and administrative support for the MicroSPRT system by developing the previously developed procurement tracking database application into a hardware configuration management.
• Provided programming, database, procurement, and administrative support for the BETAFITE system by assisting in the development and production of the documentation. Also developed a database/spreadsheet application to track project procurements and GFE equipment. Assisted in equipment configuration identification and procurement.

Confidential

Administrative Assistant

Responsibilities:

• Provided administrative and technical support including, but not limited to: maintaining customer accounts, monthly invoicing, distribution of software updates, telephone support to users, in-house of users, alpha testing of new software releases.