SUMMARY

• ITIL - IT Service Management professional consultant with over 15 years of experience
• System Architect with hands-on development skills
• Proven leadership capabilities and team building skills - willingness to share with others
• Support sales process by providing proof of concepts and other key customer facing product demonstrations
• Comfortable with new customer engagements as a team leader or individual contributor
• Proficient in performing requirements gathering and delivery of detailed technical design specifications
• Strong commitment to adhering to statement of work and meeting project deliverables
• Excellent problem solving skills applicable to technical issues as well as customer interactions
• Desire to learn new products and technologies for the present and future
• Manage data gathering workshops for all core ITSM domains (Incident Management, Change Management, Problem Management, Knowledge Management, Request Management, Configuration Management and Service Catalog)
• Perform platform upgrades and reconciliation based on regression testing and new feature deployments
• Certified on ServiceNow and HP Service Manager platforms

SKILLS

ServiceNow: Other Vendors

ServiceNow (Eureka, Helsinki, Istanbul) : Tririga

Vantive : Hewlett Packard

Remedy : Service Manager (SM7 & SM9)

IBM Blueworks Live : Service Anywhere (HP SAW)

Service Manager Upgrades : Managed Technologies

Decision Center : Oracle / Sybase / SQL Server

uCMDB : WebLogic

ServiceCenter (SC3 - SC6) : Apache / IIS

Asset Manager : JRocket / Tomcat

Asset Center : Programming Languages

Operating Systems: Java / JSP

Windows : PL/SQL

HP-UX : JavaScript

Solaris : Linux

Reporting: Unix

Crystal Reports : CERTIFICATIONS

ServiceNow Certified System Administrator : HP Service Manager

HP ServiceCenter : HP Asset Center

HP UCMDB 7.x : ITIL Foundations Certification

MSCDBA : Oracle DBA

Security Clearance: TS/SCI (exp.)

EXPERIENCE

Confidential

ServiceNow Solution Architect and Business Analyst

Responsibilities:

• Key architect for first phase of major project to migrate over 30 independent Service Desk from Remedy to a single instance of ServiceNow
• Design a solution to use multiple application scopes to allow for each Service Desk to have their own unique processes and be able to share records between authorized entities in a seamless fashion
• Review all business processes and respond with appropriate technical design to implement into ServiceNow or respond with a suggested process update to improve the process and allow it to be incorporated into ServiceNow.
• Train and mentor designated system administers to be able to manage their application scope without impacting the global scope or other application scopes.
• Provide system architecting for integration with external systems including; Active Directory, LDAP, Email bi-directional, Tivoli, Virus Scanning, Remedy, Archer, HIOS
• Perform hands-on development in each application scope and global scope using JavaScript to configure Business Rules, UI Actions, Data Policies, Notifications, and other objects as needed
• Enhanced workflows by adding conditional based approval rules as needed
• Deployed Incident Management, Service Desk, Service Catalog, Problem Management, Knowledge Management, Service Portal

Confidential

ServiceNow / HPSM / HPSAW

• Design and implement PC asset management process
• Perform platform upgrades, system enhancements, implement new features
• Enhanced workflows and UI using Javascript in various areas
• Conduct requirements gathering exercises, run workshops for data gathering exercises and technical design sessions as needed for each requirement related to Change Management, Incident Management, Problem Management, and Service Catalog
• Perform hands-on development to provide enhancements to applications including; Service Desk, Self-Service, Incident, Change, Problem. Created new business rules, forms, scripts, tables, fields as needed to ensure the workflow and UI met the design response.
• Design ground up Incident Management solution including process creations and tailoring for bi-directional event driven Incident creation and updating with Operations Management
• Create Use Case scenarios to help define requirements, design solutions to meet requirements
• Configured CMDB integration
• Configured integration for user authentication against Active Directory
• Created integration scenarios for creation of contact and user records from Active Directory
• Create documentation as required (Test Cases, Design Documents, Audit Logs, Run Book)
• Perform system and unit level testing for all code and workflow changes
• Identify and track software defects, assign to internal or external resources for corrections
• Create process workflows using IBM Blueworks Live for all ITSM areas (Change Management, Problem Management, Incident Management)
• Perform remediation activities when moving updates to upper instances
• Perform platform upgrade, reconcile all custom code, create custom upgrade package
• Perform duties of primary consultant for ITIL processes, workflow designs, translation of customer requirements to technical designs, and code development
• Design and implement level II Change Management solution that combines workflows and processes from two IT departments
• Created system wide email notifications using notification engine, later installed HTML content pack and converted all emails to HTML format
• Design and implement combined Service Desk (Help Desk & Incident Management) solution combining workflows and processes from two IT departments
• Upgrade version, incorporate and document new features and updated Mobility improvements
• Perform transition/upgrade from legacy solution
• Adopt best practices into existing workflows and manage expectations on differences from legacy solution
• Perform business rule management in all areas of ITSM
• Provide system administration and user documentation
• Manage user training
• Revise all workflow documentation for ITSM process supported
• Support production rollout
• Perform requirements review, definition, estimation
• Managed all new requirements from conception to production rollout
• Lead requirement design sessions
• Produce requirement design (purpose, use case, components, integrations, impact)
• Work with project management team on deliverable timelines and estimates
• Provide progress reports as needed, callout any significant delays

Principle Solutions

Confidential

• Design new change management workflow to support the requesting, acquisition, approval, installation scripting, deployment packaging, and delivery of new desktop software utilizing the Service Catalog and Change Management modules that co-exists with best practice workflows.
• Perform requirements gathering and team collaboration activities to properly scope the dependencies of the new workflow. Five teams, seven phases, twelve dynamic tasks, three associated processes
• Perform hands-on tailoring enhancements to Change Management Module
• Provide multiple proof of concept/design walkthroughs and process reviews to help adjust the solution during the build phase
• Provided other key support activities to augment the onsite production support team