SUMMARY

• 7 years of ServiceNow experience as a system administration and a developer.
• Over 20 years of information technology experience.
• A deep knowledge and understanding of the ITIL process.
• Strong technical knowledge of the ServiceNow based applications: Change Management, Problem Management, Service Catalog, Incident, Knowledge Management, Reporting, Integrations, Discovery, CMDB, Customer Service Module, and Human Resources Module.
• 5 Years of SQL language experience of writing queries, performing updates, inserting data, writing stored procedures, views, and functions.
• Experienced with both Agile and the Software Development Life Cycle.
• Exceptional troubleshooting skills for resolving complex issues from both an operational and technical perspective.
• Excellent Interpersonal skills, Communication skills, Documentation Skills, while working in a team environment.

TECHNICAL SKILLS

ServiceNow Development: ServiceNow API, External integrations, Client Scripts, Business Rules, Flows, Integration Hub, Workflow, Script Includes, Mobile Studio, Service Portal, Automation, System Configurations, UI Builder and the UI Framework, Studio, Source Control, and Service Catalog.

Languages: JavaScript, Bootstrap, HTML, CSS, SQL, T - SQL, AngularJS, Python

Internet: JSON, XML, Web Services, Rest, SOAP

PROFESSIONAL EXPERIENCE

Confidential - Atlanta Georgia

Senior ServiceNow Developer

Responsibilities:

• Successfully migrated a 11-year-old customized ServiceNow Platform to a new vanilla instance.
• Developed multiple solutions in ServiceNow that allowed the company to either save money or optimize their operations.
• Modernized the Service Portal.
• Automated many of the ServiceNow Admin functions to allow them to focus on more complex issues.
• Set standards, processes, and best practices for both the ServiceNow Developers and Admins.
• Mentored and Trained the ServiceNow Developers and Admins.
• Introduced an Agile sprint process to allow the developers to develop more efficiently.
• Advised management of system architecture and capabilities.
• Trained and advised other teams on how to do delegate development in the system.
• Optimized the ServiceNow Deployment process to allow for quicker successful deployments.
• Created an Admin dashboard to allow system admins to efficiently monitor the system health and the mid servers.

Confidential - Atlanta Georgia

System Engineer II

Responsibilities:

• Developed application solutions on the ServiceNow platform for our business owners.
• Migrated over 250 forms from a non-complainant legacy system into ServiceNow
• Guided junior developers and offshore development teams in best practices.
• Worked with management to set ServiceNow Governance and Standards.
• Created an Admin dashboard to allow system admins to efficiently monitor the system health and the mid servers.
• Resolved ServiceNow incidents, discovery, and asset management issues.
• Configure incident, ServiceNow mobile, and service portal on the platform.
• Performed both system clones and system upgrades on a regular schedule.
• Worked with ServiceNow support to fix critical and advanced technical issues.

Confidential - Georgia

Senior ServiceNow Administrator

Responsibilities:

• Created the new Enterprise Self-Service website using the ServiceNow Service Portal.
• Developed Widgets for the new Service Portal.
• Created the New ServiceNow Mobile Interface.
• Organized the Automated Test Framework tests with our QA team.
• Increased system performance by 15% through clearing out old system processes.
• Monitored system jobs and data transforms, fixed all the failed processes.
• Added MidServer parameters and properties to increase performance and uptime.
• Deployed and supported developed applications in production.
• Increased the knowledge base performance by 30% through resolving skipped knowledge upgrades.
• Resolved incidents while providing good customers service and proper root cause investigation.
• Created and maintained knowledge bases for both our call centers.
• Worked with our BI team to set up the ODBC driver to pull data from ServiceNow.
• Organized and planned system upgrades and clones.
• Documented ServiceNow best practices to increase team efficiency and to minimize system defects.
• Created reports, gauges, and homepage dashboards for our business owners.
• Manages users, groups, and roles.
• Investigated performance issues and used system logs to find issues.
• Identified and worked with the developers to fix defects in the system.
• Worked with ServiceNow support to fix critical and advanced technical issues.
• Created new system modules, categories and hashtag inbound actions based on the business owner’s needs.
• Developed applications from beginning to end that save the company time and money.
• Design and implement new services using Business Rules, Client Scripts, UI Policies, UI Scripts, Script Includes, Workflows, Email Notifications, and Access Control Lists.
• Worked with project manager and other developers to solve complex solutions.
• Ensured high-quality code by using pair programming approach.
• Collaborated with multiple business owners throughout the enterprise.