OBJECTIVE

To secure a ServiceNow Administrator/Developer/Implementation Consultant position with an innovative company, where I can utilize my ServiceNow knowledge and experience, along with my extensive software consulting and implementation experience to contribute successful and profitable ServiceNow client projects.

KEY QUALIFICATIONS

• 17 years providing Management Consulting Services
• 24 years experience in training and training documentation development
• 3 years working with ServiceNow in Lead Consultant, Business Analyst, System Administrator and Developer roles
• 15 years experience in implementation, training and support of various web-based Computerized Maintenance Management Systems.
• Agile Project management, integration implementation
• Working knowledge of leading edge PC operating systems
• Multi task oriented capable of managing priorities in a constantly changing environment
• Excellent communications skills
• Ambitious and goal-oriented
• Work well under pressure to deliver results
• Have an abundance of drive and energy and a good sense of urgency to get the job done.

PROFESSIONAL EXPERIENCE

Confidential

Senior ITSM Consultant

• Participated as a Lead consultant and developer for several end-to-end implementations for both short-term and long-term projects.
• Participated in the successful development, build and delivery of the initial ServiceNow Incident Management, Problem Management, Change Management, Configuration Management and Asset Management applications to one of the largest US Government agencies with 17 help desks and over 45k users.
• Participated in the development of various custom client applications
• Played a large part in shaping the ServiceNow Services Delivery model for Triad
• Instrumental in the development of project work products such as ServiceNow Application design workshop presentations, workshop development templates, project Requirements Traceability Matrix RTM , Test plans and Test Cases and project Go-Live plans.

Platform Experience

• Aspen
• Berlin
• Calgary
• Dublin

ServiceNow Application Experience

• Incident Management
• Problem Management
• Change Management
• Knowledge Management
• Facilities Management
• Asset Management
• Software Asset Management
• Product Catalog
• Procurement
• Contract Management
• Work Management
• Content Management

Supporting Applications Experience

• System Properties
• Service Level Agreements
• Notifications
• Security
• Import Sets
• Update Sets
• XML
• Rules
• Events
• Client Scripts
• UI Policies
• UI Actions
• UI Macros

Confidential

EAM Consultant Contract Position

• Utilized my Business Analyst skills, along with my experience with the Maximo Asset Management application, to quickly gain the knowledge of the various unique aspects of Duke Energy's business processes to successfully produce training materials to meet a tight training delivery timeline for 7 different business groups.
• Scheduled and in many cases facilitated the train the trainer session for key business personnel to ensure they were familiar and prepared to deliver training to their identified audience.
• Performed system testing and reported on deficiencies having an impact on the training environment.
• Setup training data and tested all student exercises to ensure their success in the classrooms.
• Interacted with a variety of different levels of management and key project support consultants.

Confidential

Management Consultant

• Provide business analysis, advice and implementation expertise for the introduction of maintenance management software systems
• Evaluate client's existing maintenance business practices and existing maintenance software operating systems
• Model and implement strategies to achieve seamless transition into maintenance management software systems
• Prepare and institute maintenance management solutions for client's database and software systems so as to streamline maintenance management processes
• Perform the duties of a Project Manager, interfacing with various business sectors in addressing technical solutions
• Employ project management methodology to ensure compliance to business and financial goals
• Research, prepare and implement strategies to provide measurement tools to drive uptime of equipment and operations in order to reduce maintenance costs
• Reengineering maintenance activities moving organizations toward more proactive maintenance practices
• Ensure clients satisfaction and on-going recommendation for business solutions.

Confidential

Management Consultant

• Project management and business analysis for the implementation of computerized maintenance management software systems on behalf of DataStream clients
• Performed business analysis to successfully achieve business solutions and reduce maintenance costs
• Proposed integrated maintenance management package solutions
• Provided training to teams on software management systems
• Implemented new strategies and evaluated the performance of the quality of improvement
• Prepared evaluations and reports of the existing and newly implemented systems.

Confidential

Manager, Training and Support Services

• Represented a US Software Development Company in Canada
• Performed Train the trainer tasks for PDC in their US facilities
• Interacted and trained all levels of management up to the plant manager
• Organized and scheduled training sessions.