SUMMARY:

• Over eight years of custom ServiceNow ITSM development including Service Catalog, Request, Incident, Change Request, Project, SCRUM, ITGRC, Problem, CMDB, Data, Contracts and Asset Management. Experienced in ServiceNow configuration and customization including Business Rules, Client Scripts, Script Includes, UI, Data Sets, Update Sets, ACL and backend scripting.

TECHNICAL SKILLS:

Technology and Tools: JSP, Java Script, ASP, HTML, PERL, Visual Basic, C++, ODBC, SQL, PHP. Development on UNIX with Oracle and Microsoft Servers with SQL

PROFESSIONAL EXPERIENCE:

ServiceNow Technical Consultant

Confidential, Richmond, VA

Responsibilities:

• Expensive customization to core modules including Incident, Problem, Change Request, Service Catalog, CMDB and Knowledge Base. Designed and developed extensive backend scripting to meet customer requirement. Designed and developed advanced automatic assignment routing and priority applications. Designed and developed custom Agile application to track project progress.

ServiceNow Technical Consultant

Confidential, Columbia, MO

Responsibilities:

• Implementation of new ServiceNow ITSM instance. Implementation and customization of ServiceNow modules: (Incident, Problem, Change Request, CMDB, Asset Management and Notifications). Implementation of automated inbound email distributing application to process email from Confidential remote monitoring systems. Developed language translations of Survey, Notifications and Catalog items into French Canadian, Russian and Chinese.

ServiceNow Solutions Consultant

Confidential, Albany, NY

Responsibilities:

• Implementation of new ServiceNow ITSM applications including implementation and customization in all Core ServiceNow modules. (Incident, Problem, Service Catalog, Change Request, CMDB, Contracts)

ServiceNow Technical ITSM Consultant

Confidential, Beverly Hill, CA

Responsibilities:

• Custom design and development of an On - Boarding module. Setup and implementation of CMDB Data . Developed custom Citrix request module that interfaced with Citrix database and orchestration. General development in the ServiceNow Core ITMS module.

ServiceNow Technical Consultant

Confidential, Wayne, PA

Responsibilities:

• Designed and development of new ServiceNow customer implementations. Including all core aspects of ServiceNow. (Incident, Problem, Service Catalog, Change Request, CMDB, Contracts, Data Imports, Notification and more.)

ServiceNow Technical Development Consultant

Confidential, Denver, CO

Responsibilities:

• Custom development of new Service Catalog and related Service Requests to support DeVita Healthcare needs.

ServiceNow Technical ITSM Consultant

Confidential, Beverly Hill, CA

Responsibilities:

• Custom design and development of an inbound email database monitoring and notification system. Developed coding to create Alerts and Incidents inside ServiceNow and relate all items together. Developed system to auto close Alerts and Incidents based on incoming email monitoring.

ServiceNow Technical Consqultant

Confidential, Wayne, PA

Responsibilities:

• Designed and implemented Knowledge Approval application. Developed Inbound Auto Ticketing application with complex user interface. Implemented modification to Incident, Change and Request modules. Created new Catalog Record Producers. Developed modification to Document Management and Knowledge modules. Created importing application of legacy system documents into the ServiceNow Document Management application.

ServiceNow Technical Development Consultant

Confidential, Phoenix, AZ

Responsibilities:

• Custom development of Incident enhancements. Design and development of new complex Change Request Application for company facing support groups. Included custom Catalog entry module to gather and process customer information. The application automatically creates Change and CMDB CI related records with multi-stage approvals. Development of Confidential sequencing Change Task control engine. Design and development of Change Lifecycle process and software support.

ServiceNow Integration Services

Confidential, Clearwater, FL

Responsibilities:

• Responsible for the management of new code releases in ServiceNow. Technical lead on development projects. Mentor of off shore development groups. Main focus as the build manager is overseeing software development accuracy and insuring best practices for Orange Business Systems, Confidential global MSP Company.

ServiceNow Technical ITSM Consultant

Confidential, Beverly Hill, CA

Responsibilities:

• Custom development of CMDB CI scheduling module to interface with email notification. Custom development of backend scripting for CMDB reporting and automated maintenance window scheduling.

ServiceNow Technical ITSM Consultant

Confidential, St. Louis, MO

Responsibilities:

• Development of custom ITSM applications using JavaScript for the ServiceNow Survey, Inbound Email and Incident Modules.
• Custom JavaScript and database view development to interface with the ServiceNow Report Module to procure data for departmental reporting across Confidential wide spectrum of data tables.

ServiceNow Technical ITSM Consultant

Confidential, Deerfield Beach. FL

Responsibilities:

• Development of custom ITSM applications using JavaScript and ServiceNow configurations to enhance the ServiceNow Suite to meet customer needs and ongoing growth. Custom Service Catalog, Incident and Project including PPM SCRUM configuration and development.
• Development of backend support programming and automated data retrieval.

ServiceNow Consultant Programmer III

Confidential, Waltham, MA

Responsibilities:

• Implementation of new Service-Now ITSM applications including Incident Management. Custom development of backend support programming for Knowledgebase. Custom programing of CompuCom Incident Accelerator applications.

ServiceNow Solutions Consultant

Confidential, Albany, NY

Responsibilities:

• Implementation of new Service-Now ITSM applications including Service Catalog, Request and Incident Management. Custom development of backend support programming. Self Service Catalog development with roles and approvals.

Software Engineer Analyst IV

Confidential, Knoxville, TN

Responsibilities:

• Conversion of Remedy legacy ITSM system to new Service-Now ITSM installation. Custom development of Identity Management people updates using JavaScript. Custom development and administration of Change Request and ITSM modules.
• ServiceNow Request Catalog implementation for customer self-service.
• Interfaced ServiceNow ITMS with ARCHIBUS and eTrust legacy systems for automatic creation and updates of.

Senior Remedy Engineer Staff

Confidential, West Kingston, RI

Responsibilities:

• Implementation and customization of ITSM Suite 7.6 with global ITIL compliant service centers. Custom Remedy development to interface global Legacy Systems and automate the creation and maintenance of foundation and CMDB data.

Senior Remedy Software Developer

Confidential, Downers Grove, IL

Responsibilities:

• Custom development of ITSM Suite Change Management
• Custom development of ITSM Suite to interface with global ITIL compliant Service Centers. Custom development
• Interfaced Remedy with SMS, Confidential Director, CISCO and Insight Manager

Senior Remedy Software Developer

Confidential, Orlando, FL

Responsibilities:

• Custom development of Remedy Asset Management System to interface with Siemens online ordering system.

Senior Remedy Software Developer

Confidential, Oak Ridge, TN

Responsibilities:

• Client and web software design, Customers included Bristol Myers Squibb (BMS), Alyeska Pipeline Company, Regal Cinemas/Regal Entertainment Group, University of Tennessee, AOL, & Marathon Oil.

Senior Engineer

Confidential, Lake Mary, FL

Responsibilities:

• Direct full life cycle development for Remedy AR applications.

Director Network Engineering

Confidential, Atmore, Alabama

Responsibilities:

• Designed, developed and instituted Customer Service Center for call routing, network provisioning, and traffic engineering...

Principal Engineer

Confidential, Lake Mary, FL

Responsibilities:

• Development, design and implementation of multi-user network relational database applications using C++, Remedy and Visual Basic.

Operations Manager

Confidential, Maitland, FL

Responsibilities:

• Developed and implemented extensive software and departmental procedures to set up the Customer Relationship Management System.

Manager

Confidential, Richmond, VA

Responsibilities:

• Supervisor of various telecommunication equipment offices. Network Manager of the Richmond Regional Center

Sonar Technician

Confidential

Responsibilities:

• Confidential Letter of Accommodation for Outstanding Service USS Lawrence DLG-4
• Vietnam Service Medal, Honorable Discharge