OBJECTIVE

• A certified ServiceNow System Administrator seeking a position which would allow me to utilize my management experience, ServiceNow implementation and administration expertise and customer service experience.

PROFESSIONAL EXPERIENCE

Confidential

ServiceNow Architect

Responsibilities:

• Responsible for administration, requirement gathering, testing, and implementation of new enhancements within the ServiceNow environment
• Managed a domain separated (500 domains) on an MSP environment
• Managing day to day ServiceNow operations including supervision of offshore resources, scripting, configuring, and enhancing ServiceNow
• Served as ServiceNow Subject Matter Expert (SME)
• Currently utilizing IT Service management (Incident, Change, Problem, Service Catalog), Configuration Management, Service Portal, Service Catalog, NotifyNow, Knowledge Management, IT Business Management
• Established a Platform as a Service (PaaS) offering
• Established Cisco OEM Asset Intelligence offering
• Developed integrations including Active Directory, FedEx, UPS, OpsRamp, Salesforce, Great Plains, 3CLogic, Remedy and ServiceNow for many MSP customers 3CLogic Administrator
• Implemented 3CLogic as an IVR replacement for the Service Desk
• Managed day to day 3CLogic operations including scripting and enhancement

Confidential

ServiceNow Architect

Responsibilities:

• Responsible for administration, requirement gathering, testing, and implementation of new enhancements within the ServiceNow environment
• Managing day to day ServiceNow operations including supervision of offshore resources, scripting, configuring, and enhancing ServiceNow
• Served as ServiceNow Subject Matter Expert (SME)
• Maintaining vendor relationships with ServiceNow vendors
• Providing administration and configuration management within ServiceNow
• Currently utilizing Incident, Change, Problem, Discovery, Request Management and Performance Analytics

Confidential

ServiceNow Developer/Administrator

Responsibilities:

• Responsible for administration, requirement gathering, testing, and implementation of new enhancements within the ServiceNow environment
• Managing day to day ServiceNow operations including scripting, configuring, and enhancing ServiceNow
• Served as ServiceNow Subject Matter Expert (SME)
• Maintaining vendor relationships with ServiceNow vendors
• Providing administration and configuration management within ServiceNow
• Currently enhancing Incident, Change, Problem, Discovery and Request Management within ServiceNow

Confidential

ServiceNow Architect

Responsibilities:

• Developed Project Management application within ServiceNow as a proof of value, ensuring that the application fit the needs of the business
• Prepared business facing and internal deliverables, such as issues/risk register and weekly status reports
• Developed recommendations, code enhancements and support in implementation of improvement based on various stages of the ITIL lifecycle
• Kept abreast of industry developments and trends to aid in ensuring alignment with industry standard practices
• Designed workflow for various Service Catalog requests

Confidential

ServiceNow Administrator

Responsibilities:

• Designed and implemented Service - Now for a Fortune 500 company
• Implemented Incident, Change Management, and Service Catalog applications
• Designed workflow currently being utilized by change management and service catalog applications
• Implemented transform maps for various Service-Now functions including the LDAP transport which currently processes over 70,000 user records spanning 13 different domains
• Designed and implemented various UI actions, including a “Status Check” button allowing for Service Desk personnel to request status updates on existing incidents. Workflow and e-mail notifications are also tied to this UI Action.
• Performed UAT prior to all update sets being pushed into production
• Implemented various ACL’s allowing for multiple role-based security views
• Designed workflow for change and service catalog applications

Confidential

Sr. IT Manager, Operations

Responsibilities:

• Responsible for hiring, training, and daily supervision of 42 employees
• Maintained a highly efficient Service Desk with average statistics of 25-second average speed of answer on an average of 900 calls per day while maintaining an 80% first call resolution rate
• Managed IT support teams including the Global Service Desk, User Account Administrators, and Situation Management Team
• Managed IT Operations functions including incident management, incident escalation, and problem management
• Responsible for the customization and global rollout of critical IT support tools, including Service-Now (ITSM Suite providing incident and change management) as well as the implementation of LogMeIn Rescue (Remote Support tool)
• Administered Global Service Desk and Account Administrators budgets
• Established goals and performance objects in alignment with the goals of lines of business
• Implemented and maintained IT metrics and internal service-level agreements
• Met regularly with lines of business leaders to address support issues and concerns
• Developed and maintained a SharePoint-based knowledge-base

Confidential

Helpdesk Analyst

Responsibilities:

• Provided first level technical support for Confidential employees including remote access, e-mail/exchange, Microsoft Office products, network issues, mainframe applications, and software installation and removal
• Acted as a liaison between the end-user, numerous field-support and developer groups, and vendors
• Interfaced with Dell, IBM, and HP in hardware problem resolution

Confidential

Technical Analyst

Responsibilities:

• Provided first level technical support for Confidential employees including remote access, e-mail/exchange, Microsoft Office products, network issues, and numerous mainframe applications
• Acted as a liaison between the end-user and numerous field-support and developer groups
• Interfaced with Dell and IBM in hardware problem resolution