Servicenow Developer / Application Support Resume
New York, NY
SUMMARY:
Experienced ITSM professional, with an accomplished history in ServiceNow Administration/Development, Tier II Application Support and Technical Support/Helpdesk. Skilled in Incident Management, Service Portal and Configuration Management Database.. Problem solver with 8+years in IT Helpdesk (5 + years’ ServiceNow).
EXPERTISE IN:
Service Portal, Incident Management, End user support, ServiceNow Workflow Configuration, Troubleshooting Solutions(software/hardware), Customer Service, Technical Documentation and IT Service Catalog, Request Management.
PROFESSIONAL EXPERIENCE:
ServiceNow Developer / Application Support
Confidential, New York, NY
Responsibilities:
- Design /Develop agency ‘service portal’s for Helpdesk, Admin Services, Financial Services, Youth Services and Public (external facing) using ServiceNow.
- Experience implementing ITIL and ITSM protocols for Incident Management, Problem, Change, Release, Knowledge Base and Service Catalog.
- Coordinate ITSM and Change Management projects with the Sr. Architect to assure best practices and design.
- Manage and configure ServiceNow workflows to ensure SLA requirements. Create back - end scripts (html, java) for business rules, UI pages, UI macros, UI actions, UI policies, User access controls /view rulesand catalog items.
- Develop reports for content pages and iframes, Coordinate release planning and implementationsfor ServiceNow ITSM projects.
- ServiceNow CMDB management and tracking. Built/Manage CI inventory for assets and application tracking.
- Application Support for external and internal users. Provide phone and/or remote desktop assistance to troubleshoot end-user issue(s).
- Test and deploy updates or upgrades for development, staging, testing, and production environments.
- Create user accounts and provide user management for internal and citywide applications. Assign roles and access using active directory or internal backend tools.
- Coordinate application enhancements and bug fix with project management team for deployment.
- Administrate training’s and one on one sessions for technical and operational support staff.
Lead Helpdesk Technician
Confidential, New York, NY
Responsibilities:
- Manage software, hardware and application installation including, Adobe, Cisco, Microsoft office, server, SCCM, Citywide apps, Internal apps and basic computer hardware.
- Helpdesk support for 600 end-users using Remedy/ServiceNow ticketing system. Resolved 300+ tickets within SLA.
- Troubleshoot and identify common network and software issues such as Proxy errors, browser issues, connectivity, CRM related issues and third-party applications.
- Install and maintain printers/fax. Also perform mobile support and tracking.
- Create and deploy computer images using ghost, SCCM or configured USB’s.
- Conduct internal trainings for DYCD applications and ServiceNow incident management.
Helpdesk Analyst / Assistant Network Administrator
Confidential, Brooklyn, NY
Responsibilities:
- Removed viruses and threats, along with improving and marinating computer's performance.
- Worked with IT team to identify network glitches and advise on probable solution(s).
- Maintained computer network, hardware, software, applications and windows server.
- Microsoft Server 2003 Admin.
Central Validation Unit Field Supervisor
Confidential, New York, NY
Responsibilities:
- Provided operational support for providers using Capricorn.
- Validated and approved legal documents for eligibility.
- Conducted field visits to youth providers to validate documents and technical support.
- Clearly communicated DYCD/CVU requirements for legal documents to youth providers.
Leadership Development Specialist
Confidential, Brooklyn, NY
Responsibilities:
- Mentored and counseled teens in career development, college preparation, job readiness and artistic development.
- Planned and organized educational trips and activities for students including colleges (local and regional), government facilities and corporations.