SUMMARY

ServiceNow consultant with the ability to use strong technical background to analyze complex processes and develop innovative solutions to challenges. Extensive knowledge of Business SaaS Applications and Network Operations Center for large enterprise level 24/7 trouble response team environment. Administration experience of web services, with deployment using ITSM framework. 8 years’ experience utilizing tools integrated with ServiceNow and technically evaluating automated systems.

AREAS OF EXPERTISE

• Requirements gathering and Documentation
• Deployment and Upgrade Planning
• Business Process Modeling and Tools
• Functional Specifications & Service Catalog Design
• Workflow building and Application Development
• QA / Integration / Regression / UAT Testing
• Waterfall, Agile and Hybrid Methodologies
• SSO, Ticketing System
• ServiceNow Scripting
• AD Forest support of 5,000 users in domain enterprise network
• User Support and Training
• Service Now London Release System Admin Certification
• SLA, metrics, API, Service Catalog, Workflows, UI script, UI Actions, UI Pages, Business Rules and forms, Performance Analytics, Discovery, Incident, Change, Problem Management, Service Portal, LDAP, SSO, Active Directory, Service Now Integration planning

TECHNICAL SKILLS

Programming: Javascript, CSS, HTML, API, Business Rules, UI Policies, UI Actions, Client Scripts and ACLs, Web Services, Dev Ops, Agile/ Scrum Methodology

Applications Software Tools: ServiceNow London Release Certification, Orchestration, Discovery, SN Versions, London, Madrid, Eureka, Geneva, Custom SN applications, Service Mapping, HRSM, Virtual Agent, JIRA, IAM, SecOps, Solarwinds Orion, Splunk, Dell Secure works, MS Azure, Tableau, HP BMC, Salesforce, HP Sitescope, Dynatrace,, Active Directory, Broadsoft, Adtran, Cisco, Nagios, Sharepoint, ITSM, CA ServiceDesk, Science Logic, vMotion, DRS, AWS, JIRA, KVM, SCCM, Google Cloud applications

PROFESSIONAL EXPERIENCE

Confidential, Tampa Fl

ServiceNow IT Business Analyst Consultant

Responsibilities:

• Implement and enhance ServiceNow platform and modules per business requirements.
• Support business processes in the platform by conducting integration task identifying business requirements, requirements management, functional design, prototyping, process design (including scenario design, flow mapping), testing, training, defining support procedures and supporting implementations.
• troubleshooting issues, identification of data integrity issues, data analysis and process flows for process improvement opportunities Conduct unit testing and install new modules, releases and version upgrades.
• .Development of the upgrade project management plan

Confidential, Doral Fl.

ServiceNow Admin/Developer Consultant

Responsibilities:

• Implement and enhance ServiceNow platform and modules per business requirements.
• Complete development, configuration and workflow administration to support business processes in the platform.
• Provide day to day operational support and maintenance including planned maintenance outages.
• Collect, consolidate and analyze service metrics to facilitate decision making related to service improvements.
• Conduct unit testing and install new modules, releases and version upgrades.
• Actively manages the life - cycle of the platform.
• Address challenges of systems integration, compatibility, and multiple platform integration.
• Monitor and fine tune application to achieve optimum performance levels.
• Configuration of Service Catalog and building catalog items through Record Producer with associated variables & variable sets
• Monitoring the progress of known errors resolution and advising incident management staff on workarounds for incidents and problems.
• Development of the upgrade project management plan
• Post-upgrade user acceptance testing and validation

Confidential, Riviera Beach Fl.

ServiceNow Admin

Responsibilities:

• Providing customization of client’s ServiceNow implementations, assisting with ServiceNow application developing custom scripting implementations.
• Responding to technical and ServiceNow application configuration queries. Facilitating and managing application and module rollout.
• Perform assessments and listen to internal customers to understand and anticipate their business needs and determine their priorities in the context of the overall enterprise and strategy.
• Coding in JavaScript

Confidential, Phoenix, AZ

NOC Business Analyst/Support Engineer

Responsibilities:

• Contributed significantly to strategic organizational goals regarding IT service delivery using ServiceNow and the ITIL framework.
• Served as key resource to upgrade project, contributed to improved user experience and performed KPI reporting, provided analysis and recommendations to senior management.
• Specific achievements include:
• Requirement gathering and validation of Service Catalog management for request fulfillment
• Responsible for the elicitation of business requirements from all business users and documenting the requirements in a clear and concise manner that was readable and understandable by business and technical team alike.
• Analyzed and documented the “AS-IS” processes and created use-cases to depict the future actions of the system.

Confidential, Glendale AZ

Operations Bridge Support Specialist II

Responsibilities:

• Responsible for the day to day operations of the Confidential Exchange WAN/LAN using all applicable HP Network and Systems Management Tools suite including, the director of configuration items, mapping of applications and business services, handling enterprise server platforms, network, voice systems, security protocols and technologies.
• Proficient in event/incident management using ServiceNow SaaS.
• Proactive in scheduled deployment and maintenance and works with monitoring organization to drive measurements and report on key service-level metrics.

Confidential, Phoenix, AZ

Network Support Eng./ Sr. Analyst SCCM Deployment

Responsibilities:

• Responsible for troubleshooting and ensures implementation of SOP to minimize service disruption.
• Assist IT Support Team to resolve CIGNA Health enterprise WAN network issues within incident management lifecycle.
• Coordinates, owns and drives incident conference calls to ensure investigation and diagnosis remain targeted at resolving the incident and restoring service.
• ServiceNow CRM trend tracking for data migration task.
• Project Lead for SCCM migration team in Mexico.
• Properly categorize and classify all incidents SLA request, and resolve all level L1/L2 incidents onsite.

Confidential, Phoenix, AZ

NOC Engineer

Responsibilities:

• Responsible for monitoring and managing enterprise wide network and system infrastructure Business Units.
• Validate problem descriptions and perform detailed problem diagnosis as well as track and update problems in trouble - ticketing system.
• Monitor and support network, and system infrastructure, including servers, storage and facilities components within the Phoenix Data Center.
• Assist din troubleshooting systems to maximize the integrity of individual servers, by following precise guidelines of the Data Center Facility.

Confidential, Tempe, AZ

NOC Analyst

Responsibilities:

• Monitor all servers, network devices, and other critical IT infrastructure within the enterprise which includes data center operations, support maintenance of the system/server infrastructure to include patching, system upgrade and configuration.
• Working with carriers and Confidential providers in troubleshooting issues with WAN circuits.

Confidential, Tempe, AZ

VOIP Tech Support Engineer

Responsibilities:

• Work directly with customers to assess implementation requirements and trouble shoot VOIP call issues including routing, jitter, intermittent calling, call drops and ensure proper escalation during outages or periods of degraded system performance.
• Diagnose call flow and client applications via Broad works Broadsoft administrative web portal.
• Assist with set up for all features including hunt groups, auto attendants, call centers, voice mailcall forwarding and Soft phones.
• Displayed a successful track record of working on multiple cases within the same time period and resolving to completion.