PROFESSIONAL SUMMARY

• ITSM tool (implementation, upgrade, integration, development, business analyst, project management, and administrative resource experienced with managed service (single and multi - tenant environments), retail, energy, financial, agriculture, logistics, government, and legal industries.
• BA, developer and team lead on several ITSM automation projects (web service, email, cloud vm provisioning) related to application integration, data separation, CMDB, operations, monitoring (NetIQ, Mite, Omniture, Keynote, F5), change, incident management, release management, discovery, service request, portal, Crystal Reports Server, Scribe, Control M, collaboration tool (SharePoint, Domino), CRM, Navision, CPQ, and SharePoint.
• Governance facilitator and participant related to reporting, incident management, change & release management, service request (catalog) management, portal (CSS), problem, asset, configuration management, project portfolio management, site content management, mobile, and knowledge management.
• Created reports using Crystal, Excel, SQL, and Frog to identify accurate KPIs and expose weak points in terms of process and technology. Enabled Online Technology group to prioritize projects and improve services more efficiently.
• Provided regular incident and change record audits to ensure policies are adhered to.
• Upper level support for ITSM product issues.
• Planned and created Training documentation and trained internal teams regarding ITSM tool functionality and process.
• Frequently used Agile, Waterfall, and StartNow methodologies. Utilized MS Project, Visio, and SDLC Scrum Applications

WORK EXPERIENCE

Confidential, New York, NY

ServiceNow Developer

Responsibilities:

• Updated CMS using bootstrap responsive design, HTML, CSS,JavaScript, AJAX, and Jelly.
• Serve as CMS Subject Matter Expert Analyze complex issues and deliver pragmatic solutions.
• Created functional and technical requirements as well as Administrative support instructions.
• Created secondary service catalog with over 400 items.
• Updated Software request items and workflows.
• Designed and built business service, offering, and item relationships for BSM map and reports.
• Collaborated with design teams to draft, communicate and deliver engaging UI designs.
• Lead engineer hired to technically design, analyze and develop custom applications for knowledge 15 (Logistics Management, Facilities Management, and Cloud Provisioning).
• Developed integration with SNOW/Azure and SNOW/vCenter
• Developed and supported the managed offering services and assisted with the architectural design of the core infrastructure services.
• Worked closely with the Delivery and Solution teams to provide documentation and expertise about the portfolio and incorporate the team as early adaptors of new features and functions.
• Built out Incident Management, Problem, Request, Service Catalog, Change, Configuration, Project, and CMT in Fuji and Eureka.
• Developed the standard migration import sets for Confidential foundation data

Confidential, New York, NY

ServiceNow Developer / Administrator

Responsibilities:

• Planed, developed, implemented and administered all aspects of ServiceNow (ITSM) platform in an enterprise-class environment, working very closely with key stakeholders within and outside of IT, external consultants and peers at other institutions to document business requirements/process and build solutions (using SDLC Scrum Application).
• Migrated Confidential workflows to SNOW Service Catalog workflows using JavaScript, Jelly, Glide, HTML, CSS, XML, SOAP, and Web Services.
• Resolved production and sub production issues in incident, problem, catalog, configuration, release, change, knowledge, document and user modules.
• Other projects included Confidential, active directory, and peoplesoft integrations. CI and auto incident routing enhancements.
• Was responsible for the ServiceNow admin incident and request queues/mailbox. Analyzed issues and request trends.
• Supported peer teams in IT Support Services to develop and deliver training & support materials to internal IT and external business users.
• Created UAT scripts and completed functional testing as part of End User Experience Initiative.
• Configured, develop, and administer ServiceNow functionality as per documented requirements and SDLC while using StartNow as to manage sprints.
• Documented processes (UMLs), requirements, training material, UAT Scripts, project plans, status reports, budget, gap, and ROI analysis to deliver implemented Incident, Change, Service Catalog, Problem, Knowledge, Portal, Portfolio, Mobile, Asset, Configuration, Project Management, and Work Management solutions.
• Facilitated kickoffs, discovery, training, status, and UAT meetings.
• Managed consultants hired to assist with the implementation of ServiceNow and prioritize efforts.
• Project Manager to implement Kaseya Service Desk for internal IT service management processes.

Confidential, Saint Louis, MO

Service Request Management Process Owner, Change Manager

Responsibilities:

• Change Manager, facilitating meetings, approved change request and improved associated processes.
• Oversaw the projects and worked with a team of BMC ( Confidential 7.6 and 8.0) software engineers and process owners across multiple IT Service Management disciplines to develop and incorporate Confidential workflow into existing Global infrastructure processes.
• Project member responsible to upgrading SRM portion of Confidential ITSM 7.6 to 8.1 to include gap analysis reports identifying workflow to be migrated.
• Participated in and improved release and project management workflows.
• Ensured that requests of the team are approved and scheduled based on resource availability.
• Established and maintain project and resource roadmaps which are reviewed at monthly Service Management steering team meetings.
• Coordinated the content and execution of the monthly Service Management Steering Team meeting.

Confidential, New York, NY

Confidential Developer and Change Manager

Responsibilities:

• Change control board chair, one of four approvers, weekly meeting facilitator, auditor, communication, documentation, automation, and ITSM process improvement, ensured that regulatory requirements were met.
• Managed scheduled/hot fix software releases to production environments using TFS and Control M (implemented deployments, signed-off on release documentation, managed process flow, communication, and lessons learned).
• Project manager for various indicatives within Operations Department. Created/executed/maintained project work plans and revised when appropriate to meet changing needs and requirements (Member or lead PM for the following: Outsourcing Level One Support, Monitoring/Support for US and EU Mobile sites, Business Continuity, Establishing new SLAs, New Ticketing System rollout, Knowledge base)
• Developed and updated policies and procedures for carrying out website operations.
• Trained engineers on Confidential, escalation and change processes/applications.
• Created and distribute reports using Excel, Crystal Report, Crystal Server and Confidential .
• Administered and Develop BMC Confidential 7.1 solutions (Incident Management, Asset and Repair Tracking (CMDB), Change Management, Request & Problem Management, and Web-Based Access.)
• Develop Confidential 7.1 workflow to improve and automate escalation, knowledge base, asset tracking, data warehousing, and database clean up.
• Analyzed trends with e-Commerce websites and system performance.
• Provided web analytics to ensure web sites met Service Level Agreements.
• Used F5 technology to administer servers within the environment.
• Keynote administrator for all web site and mobile monitoring ensured that all content displayed was accessible.
• Stress test websites to understand capacity and challenges.
• Supported of e-Commerce platform with $1 billion yearly sales.
• Supported large scale primarily windows and mainframe environment, in 5 data centers, physical and virtual.
• Monitored 32 web sites including mobile sites.
• Updated IPMON, NetIQ, Omniture, Keynote alerts/scripts to ensure sufficient site monitoring.
• Backup supervisor to first level team of seven and a third party vendor.
• Backup facilitator to manage OLAs.
• Created Control M Jobs and scripts
• Designed proposal for Active Directory network.
• Instituted software standards and directed creation and maintenance of desktop images
• Assisted in the migration of over 300 users in 20+ locations from Lotus cc:Mail 8.0 to Outlook/Exchange 5.5
• Linked 6 sites to W2k network via DSL (RLAN)
• Added Graphics Division comprised of Macs/OS9 and 10 to Novell network
• Built and upgraded file server to Novell 4.2

Confidential, New York, NY

Exchange Administrator Consultant

Responsibilities:

• Administered migration cleanup project (5.5 to 2003, Active Directory)
• Add/Change/Delete of User Ids Accounts, Distribution List, and Public Folder.
• Exported/imported objects from Exchange objects into excel spreadsheet.
• Created scripts to automatically distribute email notifications with different data feeds.
• Developed and sent communications to users and support groups in regards to the tasks at hand, along with coordinating communications between the various Global E-Mail Operations, Support, and Engineering groups.
• Developed and documented standards for the implementation of home-based user setup and support.
• Was responsible for resolving hardware, software, PDA, and peripheral issues.
• Resolved Citrix Admin application and profile issues.
• Created, change, and delete accounts, Exchange, Blackberry, and Right Fax accounts. Update documents related to the management of these accounts.
• Built and maintained Windows 2003 servers and maintained backups with Veritas Backup Exec.
• Supported remote users to include documentation, VPN and resolving connectivity issues.
• Setup/configured Router/DSL/Cable Modem/Dial-up devices.
• Updated definition files for Norton Antivirus Corporate Edition. Resolve virus, and spy ware issues.
• Updated and pushed software out to clients using Altiris.
• Maintained system images.
• Recorded issues using BMC Confidential

Confidential Corporation, Houston, TX

Technical Support Analyst Consultant

Responsibilities:

• Supported over 4000 end users to log and resolve incoming software, hardware, peripheral and connectivity issues.
• Ensured that all Global Problems/ Priority 1’s were escalated and were resolved within Confidential
• Contacted and monitored Compaq, SBC and HP issues
• Managed analog and electronic communication to customers.
• Provided on-call support, impromptu training and special project testing.
• Environment: Compaq Deskpro, Ipaq, Armada, EVO. Dell Dimension and Optiplex. Windows NT, Me, 2000 and XP Professional. Frame Relay, DSL, Cable Modem, Dial up, T1. Citrix ICA, VPN. Most HP Printer models. Falcon, Horizon, HMIS, Matthews Bronze. All versions of MS Office.
• Logged and resolved incoming software (mostly Word, Word Perfect, Excel, Lexis Nexis, Summation, PC Docs) and hardware issues (printers, PDA/Blackberry, scanners).
• Utilized BMC Confidential to record trouble tickets.
• Supported over 700 end-users.
• Troubleshot LAN/WAN level 2 connectivity issues.
• Provided on-call support and facilitated training.
• Installed firm related hardware and software to end users computers.
• Assisted with several software tests and rollouts.
• Environment: Windows 2000 (DCs/WINS/DHCP/DNS, file, database and IIS) servers, Windows Terminal Server 4.0 running Citrix Metaframe 1.8, and Novell Netware 4.x servers (file/print, CD tower); 700+ users in over 6 locations running NT Workstation 4.0 and Windows 2000 Professional clients; Outlook 98 and 2000 clients connecting to Exchange 5.5 servers.

Confidential, Atlanta, GA

E-Business Coordinator Consultant

Responsibilities:

• Managed the implementation of e-business collaborative tools and processes (using Six Sigma).
• Developed processes, documentation, flows, presentations, and analysis.
• Tested and evaluated software and processes
• Marketed new initiatives (Lotus domino Sites & emails)
• Trained on software and process (home office, customers, subcontractors and sites)
• 3rd Level Support for office and sites (hardware, network issues, collaborative software)
• Designed and maintained intranet web site
• Windows 2000 migration team member involved with planning and deployment
• E-Business Liaison between home, corporate offices and sites.
• Communicated updates and announcements to appropriate people.
• Led projects pertaining to paperless initiative for all GE Power Systems’ E-Business. Including but not limited to: T1 connectivity at all construction sites; networking trailers; installation and training of networked Xerox copier/printer/scanner, networked plotter; Extranet administration and training; Domino Teamroom, Quickplace and Sametime administration and training; Domino.Doc and Domino Workflow initiatives.
• Led projects to implement the use of Extranet Document management System (Customer Collaboration) throughout GE Power Systems. Involved learning existing processes, analyzing customer needs, creating new or modifying old processes to include electronic tools, training, marketing and documentation.
• Created intranet web site for GE Power Systems, Norcross office while adhering to site policies and restrictions (using Unix, JSP, CSS, HTML and Dreamweaver and Photoshop). Created online forms using Applets
• Increased awareness of GE initiatives and projects in order to decease the duplication of efforts.
• Troubleshot Local Area Network connectivity issues and Remote Access.
• Developed documentation and trained on support policies and software.
• Provided on call desktop support.
• Logged trouble tickets using BMC Magic
• Built new desktops and laptops; software rollouts/conversions.
• Supported a 200- user network including but not limited to; MS Office, PC Docs, Word Perfect, Blackberry installs, Lexis-Nexis, Summation, Internet related faults and security administration. Environment consisted of Dell and Compaq PCs