SUMMARY:

• Extensive experience in ITIL and ITSM best practices and methodologies
• Expert knowledge of ServiceNow and ServiceNow Solutions Architecture
• Extensive knowledge of JavaScript, HTML, SQL, jQuery, SOAP and other web services, and CSS; have used all in ServiceNow customization and implementation
• In depth understanding of workflow and business process creation and maintenance, both in ServiceNow and otherwise
• Expert at scripting in ServiceNow (Business Rules, Transform Maps, UI Actions, Client Scripts, Script Includes, Custom Pages, etc.)
• Experienced in ServiceNow Architecture, and have successfully planned and developed solutions from conception to completion while communication between relevant parties, creating necessary documents for relevant parties, coding and/or checking code, testing, and implementing
• Excellent oral and written communication skills
• Able to communicate in person effectively and in a professional manner with both technical and non - technical clients

PROFESSIONAL EXPERIENCE:

Confidential, Irving, TX

ServiceNow Architect and Sr. Developer and Integrator

Responsibilities:

• Architect and SR. SN developer and Integrator for Confidential, a NOC and professional technology services company. This is an integration intensive position, and as such I am responsible for leveraging home-grown back office applications in order to dispatch certain technicians, get contract information, client information, etc. I was responsible for designing and building the new data structure, Incident and Request processes, SLA’s, dispatching methodologies, notifications, and more.
• I also designed and implemented AS3's first CMDB and Asset implementation, created new and configured existing ACL's, and set up mid-servers for discovery purposes.
• In addition to this, I have built custom group routing applications, custom email applications, and custom security applications for AS3 and their clients, such as American Airlines and the University of Texas Medical Branch. All the work I have done with AS3 is scalable, and can be configured with minimal knowledge by a non-technical resource.

Confidential, Los Angeles, CA

ServiceNow Developer

Responsibilities:

• Did a fresh implementation of Fox’s entire change process due to a flawed and error filled implementation done by a consulting firm. In addition to re-implementing the change workflow/business rules/client scripts/script includes, I also created dynamic modules that would direct users in different departments to different views/catalogs/forms/etc. I built a custom group routing tool for all Tasks that allowed an administrator to choose a task type, such as Incident, the group to work the task, and then choose the criteria that would cause a group to be automatically routed to the specified task. Some of the criteria were CI, Caller, Category, Subcategory, Etc. It was built in such a way that if an administrator added another criteria (another field on the form), the script for routing the group would be automatically updated to include the new information.

Confidential, Buffalo, NY

ServiceNow Consultant December

Responsibilities:

• Working as an ITIL/ITSM consultant and ServiceNow Implementation Specialist/Developer for various clients nationwide. Projects included Incident Management, Problem Management, Service Catalog, Contract Management, Organizational Management, Asset Management, and Cost Management.
• In addition to being a team lead for most implementations, I was also responsible for ITIL Process consulting with the vast majority of the clients I worked with - helping them to avoid common pitfalls of bad process and ITSM software design.

Confidential, Austin, Texas

ServiceNow Developer

Responsibilities:

• ServiceNow. Configured and coded UI Actions, UI Policies, Data Policies, Business Rules, Client Scripts, UI Pages, Workflows and Forms for many applications and modules. Configured advanced reporting and Database Views.
• Developed custom widgets, and customized the existing ServiceNow “Vista Gadget” application that sits on Windows Vista/7 and allows users to log in and see their current work, requests, and pending approvals. Created technical documentation and walk-throughs.

Confidential, Houston, Texas

SaaS Administrator/Developer

Responsibilities:

• I was responsible for the administration, maintenance and development of ServiceNow, Success Factors, and the external website at Confidential, who employs roughly 3,500 people. I was also responsible for the development and maintenance of some of our .NET applications.
• The majority of my work with Rowan centered on ServiceNow analysis, development, implementation, and project management. I coordinated meetings, planned, developed, maintained and implemented many modules and features in Rowan’s ServiceNow instance, including, but not limited to, the Service Catalog, Knowledge Base, Incident Workflow, Change Workflows, Problem, Data Imports and Exports, Scheduled Jobs/Reports, CMDB, and Project Management. I created and tweaked business rules, events, UI actions, client scripts, UI policies, roles, applications, modules, transform maps/scripts, and graphical workflows on a daily basis.

Confidential, Fort Worth, Texas

Web Developer

Responsibilities:

• Updated, repaired, monitored, and added content to the organizations site
• Secured the DotNetNuke CMS online by restricting or granting access to certain privileges, defined roles for certain users, and generated names and passwords for new users
• Customized and implemented various publishing modules for use by non-developers
• Added and updated video content, RSS feeds, and social media (Facebook and Twitter)
• Created a clone server for development purposes, and to observe and troubleshoot problems that might arise when updating the DotNetNuke CMS to a newer version (4.x to 5.x)
• Implemented user friendly links and redirects
• Created and implemented a common, streamlined skin for the site
• Developed and “cleaned up” the site using a multi-tiered approach that allowed for the separation of stored data from the GUI and the controllers
• Designed and created a form module using DotNetNuke that gathered information from users, organized the gathered data, emailed relevant parties the data upon submission of the form, and placed the data into an existing database
• Created multi-tiered tab systems that could be activated on scroll-over or click

Confidential, Houston, Texas

Technology Administrator and Web Developer

Responsibilities:

• Gathered requirements and drove the creation of an external website
• Configured, connected, and secured multiple in-office computers to an in house LAN/WAN
• Installed and updated network printer drivers and updated anti-virus software
• Configured network firewalls, managed permissions, assigned subnet IP addresses, and generated passwords
• Set up and configured new workstations, printers, monitors, and phones when necessary
• Provided back up at the end of each day, and chose low-traffic times for server/workstation functions to run
• Provided troubleshooting support to users for issues related to software and/or hardware
• Additional clerking duties (legal)

Confidential

Work/Study Database Management Intern

Responsibilities:

• Managed and updated all data, information requests, volunteer activities, and office administration tasks during the legislative session using MS Access
• Organized recruitment and volunteer events
• Designed and created fliers, and reached out to current members of the organization for fundraising and other support
• Worked extensively on a project involving researching and organizing businesses, churches, and organizations inside the districts of political opponents in order to increase pressure during the legislative session