SENIOR CONSULTANT Resume

SUMMARY

Senior ITSM architect with full software development life - cycle experience. In addition to ITILv3 certifications I have ServiceNow Certified Administrator and Certified Implementation Specialist Certification.
For over a decade, I have successfully led workshops, configured, installed and developed ITSM modules for enterprise clients throughout the United States.
Experience in analysis, design, development of ServiceNow technology solutions
Excellent understanding of ServiceNow integrations with the ability to work with other application SME’s
Able to lead a global delivery team or work independently to meet client requirements and timeline
Unique ability to relate technical material to non-technical personnel
Excellent communication, documentation, and presentation skills

PROFESSIONAL EXPERIENCE

Confidential

SENIOR CONSULTANT

Responsibilities:

Developed enhancements for Incident, Problem, Change, Service Request and Knowledge
Building of Service Catalog items with supporting workflow scripts
Creation of Data Certification Jobs to audit the CMDB
Developed complex reports using database Joins within ServiceNow
Import of external CMDB data using Import Sets and transform maps
Utilization of Team Development to migrate import sets between System Environments
Analysis of Selenium Testing Software for ServiceNow Environment
Creation of duration metrics for Response and Resolution measurements
Developed additional notifications and supporting workflow to send additional data and attachments
Created reports utilizing script includes
Implemented Discovery Solution for Data Center

Confidential

SENIOR CONSULTANT

Responsibilities:

Implementation and Foundation data load of Remedy On Demand ITSM 8.1.02
Implementation and Migration of Knowledge Management articles onto Remedy on Demand platform
Facilitated workshops, analysis & design, deployment & configuration for multiple BMC Remedy OnDemand projects
Creation of Requirements, Build and Test Case documentation
Published Web Service/WSDL used to create People Profile Records via staging form
Installation and Configuration of SAP Business Objects 4.1 and BMC Analytics/Dashboards 7.7.1
Implementation of Change Management/SRM Module in Remedy On Demand Environment
Creation of BMC Analytics Reports and Customization of SAP Business Objects Universe
Creation of Customizations for ITSM 7.6.04 Incident, Problem and Change
Setup SQL Server Database Transactional Replication for Analytics Reporting application

Confidential

INDEPENDENT CONSULTANT

Responsibilities:

Requirements gathering and Development of Customizations for ITSM 7.6.04 Incident, Problem and Change
Configuration of Change Management with Foundation and Approval mapping Rules
Creation of custom Remedy BIRT reports for Reporting Console
Installation and Configuration of Blade Logic Integration to CMDB
Normalization and Reconciliation of data into CMDB

Confidential

SENIOR CONSULTANT

Responsibilities:

Created Customizations for ITSM 7.6.04 Incident/Problem/Change/Asset Application
Created reports using BMC Analytics and user/group administration
Configure server group for Application servers
Lead SRM Project to combine Service Request Definitions

Confidential

SENIOR CONSULTANT

Responsibilities:

Created Customizations for ITSM Incident/Problem/Change/Asset Application
Maintenance and Enhancement of Remedy Service Desk and Analytics Report Creation
Implemented BMC SRM 7.6 Application
Implementation of Remedy On Demand 7.6.4

Confidential

INDEPENDENT CONSULTANT

Responsibilities:

Created Crystal Report using sub-reports to display case information
Created Remedy API and Remedy COM programs with Visual Basic.NET and Visual C++
Installation/Upgrade of Remedy ARS/Remedy Mail/Remedy MidTier
Creation of stored procedures/link servers on SQL Server to integrate Remedy and other applications
Configured Remedy Help Desk Application and integrations