SUMMARY:

• Motivated, detail oriented professional with a multitude of skills. Talent for quickly mastering various types of environments and technologies. Diplomatic and tactful with professionals at all levels. Demonstrates a thorough history of producing accurate results in a timely manner.
• Flexible and versatile - able to maintain a calm composure under pressure. Poised and competent with demonstrated ability to easily transcend cultural differences. Keen business insight and thrives in deadline-driven environments. Able to work independently and autonomously with confidence. Excellent team-building, leadership, and teaching skills. Self-motivated, analytical, and forward-thinking.
• Configuration Management
• Work with business partners to gather reporting requirements and build custom reports reflecting operational and technical metrics.
• Data reconciliation and validation.
• Conduct client-facing small-group data analysis sessions.
• Design, conduct, and oversee presentations for all level of executives.
• Communicate complex concepts to clients using layman’s terms to facilitate a greater understanding with the inner workings of a product or situation.
• Rapidly learn and master various computer programs and specialized trades.
• Evaluate information from many sources to develop useable and meaningful assessments
• Coordinate and take ownership of day-to-day application discovery and support activities.
• Organizational assessment and process engineering design and development with calculated precision to handle and resolve various time sensitive situations.
• Assist with executive-level business practices to include budgeting, work forecasting, legal and project deliverables.
• Own and update client-facing deliverables to meet contractual obligations to C-level leadership.

TECHNICAL SKILLS:

Webpage Creation: Database Proficiency (SQL/Oracle)

Report Preparation: Networking (IP & Firewall)

PROFESSIONAL EXPERIENCE:

Senior ServiceNow Consultant

Confidential, Tulsa, OK

Responsibilities:

• Created, Enhanced, Troubleshooting custom Scripted Web Services
• Created and developed SOAP and REST calls/messages for integrations
• Design and develop implementation plans for multiple third party integrations
• Worked with client facing development teams to create integration solutions

Senior ServiceNow Developer

Confidential, Tulsa, OK

Responsibilities:

• Networking Resolution for Discovery - helping define OID’s across multiple instances
• Custom workflow logic design, development and implementation.
• Custom application configuration and development
• Promotion of Update Sets to Production instances, cloning Prod to sub-instances
• Project kick-off and requirements gathering
• Working with clients per request to create enhancements and updates
• Meeting with C-Level leadership to discuss project strategy and expectations

Consultant & Developer

Confidential, Tulsa, OK

Responsibilities:

• Custom reporting, application development/configuration and notifications (notification templates)
• C-Level meetings to discuss process design and development
• Workshops & Requirements gathering
• Creating and configuring Client Scripts, Business Rules and Access Control Lists
• Build-out of Service Catalog utilizing Variable Sets, Order Guides and UI Policies to combine and consolidate existing services
• Implementation using SCRUM Methodology (Stories and Update Sets, promotion of Update Sets between instances)
• Integration of outside services using Data Sources, Web Services and Import Sets
• Integrations with Remedy
• C-Level meetings to demonstrate functionality of ServiceNow platform
• Creation of Many-to-Many relationship tables
• Creating and combining workflows using ServiceNow for automation and custom features

Consultant & Developer

Confidential, Tulsa, OK

Responsibilities:

• Build-out of CMDB using StartNow and Scrum SDLC methodologies
• Module & Data Source creation & integration points to pull data from integrated platforms to transform data to a designated table
• Integration of SCCM and AD using LDAP services
• Created test cases and acceptance criteria for stories and update sets
• Trained client on ITIL best practice knowledge and application
• Created Access Control List (ACL) Rules and security exceptions per field/section/item
• Created/Reviewed/Edited JavaScript for security rules and client scripts
• Service Catalog Item/Order Guide form creation and testing
• Utilized Catalog UI Policies & variable sets to automate and/or better suit client needs
• Creating tables/extended tables & table references
• Created/Edited user accounts as well as role/group assignment

Lead Consultant

Confidential, San Antonio, TX

Responsibilities:

• Implementation of ServiceNow with small business and government agencies
• Refining ITIL and SDLC methodologies
• Worked with executive leadership to implement process improvements aligned to ITIL best practices
• Integrations of Remedy (multiple versions)
• Assisting in clients construction well-defined requirements
• Fulfilled enhancement requests for upcoming releases
• Created test cases and acceptance criteria’s
• Creation of user accounts and role/group assignments
• Created/Edited Roles/Groups based on client requirements
• Mentored clients to gain a broader understanding of ServiceNow platform as a whole

Business Analyst & Configuration Management Lead

Confidential, Los Angeles, CA

Responsibilities:

• Worked closely with Confidential to identify data and data gaps
• Discovery and CMDB build-out
• Compiled and organized client data plan to implement a data center migration.
• Analyzed data gaps and helped implement solution strategies.
• Application Discovery for 1,100+ applications spread across multiple data centers consisting of 2,000+ servers in support 10,000+ users.
• Analyzing a copious amount of data from multiple data sources.
• Designed, documented and implemented a strategy for streamlining business practices.
• SME using Confidential ’s proprietary database used for building and tracking data center migration activities. (eMPIR)
• Assisting in PMO duties and providing impeccable customer service for clients.
• Develop and implement strategic business consulting to clients.
• Supervise and assist client with handling of data center server and application configuration items.
• Analyze and asses SOX compliance documents and data for migrations
• Met with clients’ Global Change Advisory Board (G-CAB/E-CAB/CAB) on weekly basis to discuss risk analysis per migration.
• Worked with various SAP (ERP), SmartConnect (SmartGrid) applications residing in different security environments.
• Conducted meetings with Executive personnel to achieve application discovery and successful data center migration to support release management activities.
• Responsible for providing timely, insightful assessments to all levels of decision makers to ensure successful implementation of projects during operational readiness planning and release activities to meet Service Level Agreements (SLAs).

Consultant

Confidential, Charlotte, NC

Responsibilities:

• Worked with one of the ITIL v2 contributors and instructors very closely on a daily basis.
• Gained a wealth of knowledge using the full MS Office suite (i.e. Word, Excel, Visio & PowerPoint)
• Implemented ServiceNow training for government agencies on a global scale
• Service Catalog Item/Order Guide form creation and testing
• Conducted C-level client facing interviews to assess new business strategies
• Assisted with the implementation of hardware and software updates focused on streamlining business practices
• Created Catalog UI Policy and Variable Sets for the platform
• Learned how to efficiently and effectively meet, assist and train clients throughout multiple scenarios