PROFESSIONAL SUMMARY:

I’m an experience ServiceNow Professional. Worked with difference sectors in the industry, ranging from Financial, healthcare to IT firm. I have a good communication, management, problem solving and analytical skill. I’m looking to work with a reputable firm where I can grow both in knowledge and also add values to the growth of the firm.

WORK EXPERIENCE:

Confidential, Sioux Falls, SD

ServiceNow Developer / Admin

Responsibilities:

• Designed and configured the Incident, Problem and Change Management applications supporting ITIL and business process owner.
• Customized UI Appearance for Problem and Incident management, which is simple, intuitive and easy to use.
• Created simple and complex workflows.
• Created reports and data imports for Incident, Problem. Service Request and Change ServiceNow modules.
• Managing client scripts, UI policies, UI actions, Data policies and business rules.
• Created Data Sources for various external applications. Used Import sets and Transform maps to import data into Service Now.
• Configured Service Level Agreements to define certain levels of service from both internal and external providers.
• Create a single system of record for your public and private cloud infrastructures and the business service that use them.
• Configured multiple Catalog Items front - end web / GUI components using JavaScript, CSS.
• Worked on configuration for Hardware Asset Management with service requests.
• Create report and dashboard as needed and schedule reports.
• Create custom interface for ServiceNow platform and ServiceNow application.
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Coordinates Service Catalog options, including checkout, cart controls, and variables
• Worked on Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, service Catalog, CMBD in ServiceNow
• Created and Maintained foundation data- User Accounts, Approvers, Support Groups.
• Create and use update sets to move customizations between systems.
• Prepared requirement specifications and design documents.
• Responsible for maintaining and growing data held within ServiceNow such as users, locations, configuration items, service catalog items.
• Optimized and Monitored system performance and provided system statistics and reports to the Business.
• Responsible for preparing design level, program level and user level documentation.
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.

Confidential, Chicago, IL

Help Desk Analyst

Responsibilities:

• Provided day-to-day activities of the Help desk team to provide end user support to a customer base of 1,000+ TDCJ agency clients with emphasis on customer service.
• Ticket logging and incident management.
• Generated and address tickets for employees’ issues and provided troubleshooting.
• Supported TIERS application (account unlock, password resets).
• Diagnosed and resolved hardware and software problems that arose as quickly as possible.
• Supported all the applications and software used by the agency.
• Performed general maintenance tasks, troubleshoots and prepares IT equipment such as Computer systems, server, network switches and routers, servers for optimum functions.
• Documented all calls in our call tracking system.

Confidential, Mettawa, IL

Account Receivable Specialist

Responsibilities:

• Posted revenues by verifying and entering transactions form lock box and local deposits.
• Updated receivable by totaling unpaid invoices.
• Maintained records by microfilming invoices, debits, and credits.
• Posted customer payments by recording cash, checks, and credit card transactions.
• Verified validity of account discrepancies by obtaining and investigating information from sales, trade promotions, customer service departments, and from customers;
• Resolved valid or authorized deductions by entering adjusting entries.
• Resolved invalid or unauthorized deductions by following pending deductions procedures.
• Resolved collections by examining customer payment plans, payment history and credit line; coordinating contact with collections department.
• Summarized accounts by maintaining invoice accounts; coordinating monthly transfer to account receivable account; verifying totals; preparing report.
• Protected organization's value by keeping information confidential.
• Updated job knowledge by participating in al opportunities.