PROFESSIONAL EXPERIENCE

Confidential

ServiceNow System Administrator

Responsibilities:

• Ability to dissect incidents related to the ServiceNow platform to quickly resolve.
• Responsible for core system configuration, documenting, and gathering user and process and functional requirements and developing technical requirements.
• Provide level 2 support on ServiceNow platform.
• Work with development team to migrate weekly code releases/update sets to the production environment
• Collaborate with team members to find ways to improving the enterprise platform related to processes and improvement in all areas of ITSM.
• Maintain current knowledge of relevant ITSM technologies and practices.
• Responsible for reviewing all new/existing update sets before entering production instances.
• Provide access and support for web service integration using SOAP and REST.
• Utilize SCRUM/Agile development methodologies.
• Engage in full SDLC practices: Analysis, Design, viewing coding, UAT, Training and Support.
• Well versed with Discovery, Mid Servers and data model for Discovery.
• Responsible for monitoring health, usage and overall compliance for ServiceNow.

Confidential, Saint Paul, MN

Business System Analyst

Responsibilities:

• Provides planning and execution of projects, coordinating with business, infrastructure, and project management.
• Responsible for system configuration, documentation, and gathering for user requirements.
• Work with and functional requirements within ServiceNow for CMS, Request Management, Incident, Problem, Knowledge, Change, Core Platform, Web services, interfaces etc.
• Facilitating rollout of new applications and modules.
• Manages ServiceNow enhancements and defects promptly to assist the core operations.
• Able to examine ServiceNow incidents rapidly.
• Provide level 2 & 3 support on ServiceNow to team members and customers.
• Consults with additional technology teams to confirm configuration principles and techniques for ServiceNow.
• Collaborate with team members to improve enterprise platform such as incident management, change management, and problem management.
• Good knowledge and understanding of ITIL process.
• Provision, alter, and terminate Application Access.
• Investigate and resolve challenging and/or complex technical concerns.
• Performs the quarter audits to fulfill present SOX and SOC 1 audit requirements.
• Manage intake of demands for ServiceNow Applications.
• Responsible for core system configuration, documenting, and gathering requirements and developing requirements.
• Present finalized items ready to move to development in the Governance Board meetings for approval to move forward.
• Collaborate with management and team members to improve processes in ITSM.
• Preform requirements assembling build SCI Build requirements.
• Collaborate with team developers and application owners in order to meet delivery goals.
• Outline, implement, document standard operating procedures and practices to govern business compliance.
• Preform SDLC requirements writing and test cycle management.
• Constantly working to progress on delivery and excellence of service to the Organization.
• Preform the business analysts function for internal and external projects and assignments.
• Identity Access Management/ Project Management
• Administration security application access.
• Queue application examining and managing.
• Administrate SOX/SOD application access.
• Responsible for month IAM application audit.
• Create Knowledge base articles for ServiceNow and Request Management Systems.
• IAM Lead Project Manager for Active Directory Migration Project.
• Support Citrix security application access.
• IAM Lead Project Manager for SailPoint Project Planning.
• Support SSO applications access (Active Directory Federation Services).

Confidential, Saint Paul, MN

Technical Support Engineer

Responsibilities:

• Proficient in JIRA incident management system.
• Solid experience in Confidential Web Technology Applications, UNIX, IBM WebSphere, DB2, Java.
• Highly skilled in functional analysis, program analysis, debugging, and Beta testing.
• Resource for testing and applying patches to WIN DEV Servers 2008/2012.
• Document incidents with Confidential Web Applications, creates knowledge base articles for internal and customer use.
• Preform SDLC requirements writing and test cycle management.
• Experience in handling high volume of incidents and stimulating issues independently but is responsible for appropriate referral to other colleague.
• Serves as primary support between company and customer in a team oriented environment. Updating customer on how and when problems are resolved, focusing on critical incidents using such remote desktop tools as WebEx.
• Contributes in testing and authentication of fixes and/ or new customer deliveries by loading new versions and verify with Confidential ’s product and reporting any abnormalities to development.

Confidential, Eden Prairie, MN

Business System Analyst

Responsibilities:

• Research software problems defined by customers, provide diagnosis, and resolution.
• Coordinate with hardware vendors on troubleshooting and resolution of hardware problems.
• Provide phone consultation with customers regarding system operational issues and/or system configuration.
• Accurately document all worked issues and detailed steps for resolution.
• Resource for testing and applying patches to WIN DEV Servers 2008/2012.
• Provide Solutions Engineers with assistance during installation processes.
• Keep abreast of software releases, new feature and functionality, and updated installation procedures.
• Ensure that timely updates are communicated to customers and management through ticket systems, emails, etc.

Confidential, Bloomington, MN

Technical Support Analyst

Responsibilities:

• Provide technical support for enterprise environment and Superior Customer Service.
• Troubleshooting and solving hardware issues.
• Deploying and solving in house software bugs, equipment to users and diagnosing, solving hardware issues.
• Advise users on appropriate actions.
• Resource for testing and applying patches to WIN DEV Servers 2008/2012.
• Imaging, setting up computers, and assist users with smart phone issues.
• Conduct a software audit spreadsheet and validate compliance use.
• Support remote users through use of VNC and Team Viewer.
• Troubleshooting incoming calls and creating work orders.
• Troubleshooting hardware, software, and connectivity issues for Windows Vista, Windows 7, and Windows Terminal environment.
• Support users through Active Directory by resetting passwords, unlocking accounts, and assigning users to groups.
• Support external clients for managed service

Confidential, Golden Valley, MN

Business System Analyst / Support Engineer

Responsibilities:

• Diagnose and resolves end - user network or local printer problems.
• Provide one-on-one end-user problems resolution over the phone for District approval Personal computer software.
• Diagnose PC, Laptop, Email, Internet, and Apple Support.
• Assists technical customer and employee support over the phone in a call environment (60+ calls daily).
• Troubleshoot and resolve a wide range of technical computer and software related problems.
• Identify, evaluate and solve end-users workstation problems.
• Read, understand, and apply complex technical Information.
• Provide a high volume of Customer service.
• Maintain cooperative working relationship.

TECHNICAL SKILLS

• ITIL
• ITSM
• WordPress Administrator
• Software Development Life Cycle (SDLC)
• Application Support/Tester
• JIRA
• Certified Programmer Tester (QA Analyst
• Developer Tester)
• Unix Shell
• Windows Server Installation 2008/2012
• Windows 10/8/7/XP/VISTA
• SDLC Requirements/Tester
• ServiceNow Application Tester
• IAM SailPoint Administrator
• SSO (ADFS)
• Active Directory Users and Computers (ADUC
• ADAC).