SUMMARY

• Proficient in ITIL frameworks along with IT Project Management Methodologies
• Proficient with ServiceNow Administration, ServiceNow Implementation, ServiceNow Project Management, ServiceNow Development, ServiceNow Configuration Management Data Base, ServiceNow User Administration, ServiceNow Workflow Administration & many other ServiceNow functions.
• Led CMDB review meetings for continuous improvement of instance tables
• Consulted efficient changes of associated incidents, downtime impact analysis, data discussions and reduction of cost savings by focusing on CMDB changes.
• Implemented Incident, Problem and Change Management in ServiceNow for Enterprise.
• Installation and Maintenance of SQL Database Software.
• Installed and configured Windows Server and all Windows Operating Systems
• Application UI Configuration (using the application UI and Javascript, HTML, XML & Web Services)
• Experience with workflow configuration to create catalog items.
• Development of required client specific reporting
• Taught Part - Time at ECPI Technical College in the areas of A+, Networking and Office

PROFESSIONAL EXPERIENCE

Confidential

ServiceNow Administrator/Developer and ServiceNow Project Manager

Responsibilities:

• Administrate the ServiceNow Platform utilizing 3 Instances for Daily Operation involving all aspects of the platform across the Enterprise for various functional groups.
• Led 2 teams (One Off Shore) in ServiceNow Portal Development involving 2 Business Analysts acting as the Senior Product Manager
• Made all Implementations and Enhancements of Incident, Problem and Change management
• Reported directly to the IT Director while collaborating with the Service Delivery Manager.
• Lead Incident, Problem and Change Strategic Development and Configuration Management Database review while orchestration of changes with a specialized role in all three as a Implementation Consultant.
• Developed the Service Portal in two critical releases for the development for Service Desk, Facilities Management, Human Resources, Business Intelligence and Project Management while supporting the day to day ServiceNow Administration.
• Negotiated Directly with ServiceNow our Licensing Structure for the Enterprise along with upgrades from Fuji, Helsinki and Jarkarta.
• Implemented Upgrades and Patches ranging from Fuji, Helsinki and Istanbul Versions throughout 3 Instances of ServiceNow.

Confidential

Technical Services IT Project Manager and Technical Support Lead

Responsibilities:

• Technical Project Management Lead involving Specialized Software implementations, Computer Systems and Networking Solutions in Multiple Centers involving Network, Computers, Windows Servers, Phone Systems and Routers.
• Led a team of 5 Developers, 2 Business Analysts, 1 Product Manager and 2 Designers, along with indirectly managing the 3-member configuration team. Reported to Delivery Manager.
• Lead Incident Coordination and Configuration Management Database Analytics with a specialized role in Change Management. Advised Configuration Item relationships and setup data dictionary discussions.
• Directed the development and rollout of a content production system for packaging output.
• Organize and Lead the Logistical Business Technical Support and Support of Specialized Computer Equipment.
• Install and configure Routers, Switches, and Access Points along with various
• Computer Operations for clients.

Confidential

Technical Lead

Responsibilities:

• Led staff on all IT projects and Processes involving several Networking Solutions in the Texas area involving Network, Computers, Windows Servers, Phone Systems and Mac Server Networks.
• Organize the Acquirement and Support of Integrated Networked Computer Equipment.
• Installed and configured Modems, Routers, VMware, Switches, and Access Points along with various network cabling installations for clients and independent partners.
• Provide desktop and server support for over 50 clients and partners both remotely and onsite.
• Organize Business Information Workflow for business organizations toward objects/entities such as user management, security and integration of leading edge technology.
• Provide IT Management for several small businesses in very diverse industries
• Managed and Installed Office 365 involving domains and workgroups
• Installed and supported Mac Server and Mac OS
• Installed Cabling for Data Closets, Data Centers and Offices

Confidential

Technology Facilitator/Administrator

Responsibilities:

• Supported over 1500 Computers and Provide Customer Delight for over 12 schools ranging from Elementary to High school in a Windows XP and 7 environment along with Mac OS Hardware
• Reviewed record lists, tables and Schema Maps.
• Advised Configuration Item relationships and setup data dictionary discussions.
• Performed import maps in a number of exportable formats.
• Consulted extended tables such as incident, problem, change request, request and requested according to cmdb ci changes.
• Created import sets as a mechanism to pull necessary data into ServiceNow.
• Led a service catalog team by using Service Portfolio Management concepts for efficient request item processes.
• Led CMDB review meetings for continuous improvement of base instance tables by better changes of associated incidents, downtime impact analysis data discussions and reduction of cost savings cmdb changes.
• Worked directly with the IT ServiceDesk managers to develop the knowledge base, reporting features, and improving tracking of sessions for ServiceNow ticketing system
• Lead in the management, administration of ServiceNow with a focus on Configuration Management.
• Assisted in proactive and continuous implementation of pre-stablished baselines, configuration and service management processes.
• Assisted with knowledge and education of IT Service Management (ITSM) based on ITIL best practices.
• Installed and configured VOIP Cisco Phones along with Voice mail using Cisco CallManager.
• Provided support to Customer Service colleagues when questions arise during allocation of problem management.
• Created daily reports in Excel from SAP and SAP BI queries i.e. involving Helpdesk Ticket Delivery Reports.
• Lead Enterprise Development of the Helpdesk Ticket system with valuable testing, configuration and SAP resources toward objects/entities such as user management, security and integration.

Confidential 

Technical Support

Responsibilities:

• Provided high-quality computer support to Governmental Offices including Departments of Social Services, Recreation Operations and Sheriff/Jail Operations which eventually led to a Full Sworn Law Enforcement Position with Alamance County Sheriff Offices.
• Proactively monitored and reconciled network and desktop computer issues that assisted various governmental agencies in an effort of achieving departmental targets while driving results in technology.
• Interfaced effectively with other governmental teams to resolve computer-related issues in an efficient manner provided massive upgrades to networking equipment, desktop computers, printers and specialized investigation equipment.
• Provided detailed expert analysis and training involving computer related crimes and investigations, law enforcement and community security analysis.
• Created in-depth manual entries in digital form on a monthly and quarterly basis for certain cost recoveries and while interfacing with key political personnel.