Professional Experience

Service-Now Admin

Confidential

• Responsible for delivering IT Service Management and other IT Practices using the ServiceNow platform
• Participated in discovery and design work sessions to determine best practice solution requirements and produce deliverables and mock-ups.
• Delivering and supporting end-to-end solutions which include technical implementation of the Service Catalog - 300 plus Catalog Items
• Performed End to End and initial regression testing during significant release upgrades
• After a major release, providing support and help documentation on the module and business processes.

Service-Now Admin / ITSM Process Manager

• Maintain operational service for Service-Now Application and workflows Incident Mgmt., Problem Mg, Change Mgmt., Self- Service, Service Request Mgmt., Knowledge Mgmt., Asset Management, Discovery/CMDB, SDLC Scrum Process, Custom Apps, Report, User account administration, user roles and permissions
• Maintain the integrity of data and relationships in production and non-production instances
• Participate in requirements gathering with process team and perform analysis, design, development, testing and deployment of new process workflow and UI interface.
• Hands-on experience with the implementation, configuration with the Service-now platform and similar ITSM toolsets Remedy
• Provides advanced technical support to Scholastic Technical Services group and other line of businesses.
• Deploy new releases and/or enhancements into the ServiceNow live environment
• Work directly with leadership to align ServiceNow with IT organization strategy

IT Crisis Incident/Problem Manager

• Managed, led and coordinated all aspects of the Scholastic Technology Service's Crisis Management process and procedures in response to Major Incidents that occur in the production environment and documenting major incidents across Scholastic's technology departments and functions.
• Maintained Crisis Management policy and process documentation, implemented process automation, conducted Major Incident Reviews, and ensured continual process improvement.
• Created and updated internal incident management remedy tickets to document monitoring and recovery steps. Capturing incident follow-ups and completing formal Post Incident Reviews
• Provided regular incident notifications planned unplanned to impacted lines of business and senior managers with appropriate data including business impact, application affected and relevant details regarding incident resolution.
• Facilitated teleconference bridges engaging appropriate parties to determine business impact and decisions regarding next steps to ensure minimal impact to business community.
• Performed incident management from detection to resolution and recovery
• Worked closely with call center to identify problem scope and escalate IT service outages to specialize engineering.
• Interfaced directly with various business and technology stakeholders during crisis
• Responsibilities included working with the Release Manager to coordinate, run and document the bi-weekly Crisis Management Process team meetings, and contributing to the Problem Management process by documenting lessons learned and root cause analysis from major incident reviews.
• Performed routine scripted application health test to verify status of IT services including: Using Altiris Deployment Console to refresh Fight Information Display Screens FIDS at station to ensure customer satisfaction HP SiteScope and Citrix NetScaler to monitor the availability, performance and load balancing of Web Services to ensure website fare availability.
• Maintained and supported JetBlue's Windows networking infrastructure, including Active Directory, MS-SQL database, web applications and interfaces with business units to move projects to completion and support in a production mode
• Created detailed technical documentation and standard operating procedures to perform various responsibilities.
• Implemented a cross-functional strategy to improve company-wide internal communication from IT to the Business, creating incident communication template, escalation workflow diagrams using Visio 2007/2003 and publishing on SharePoint site.
• Developed and maintained client relationships with vendors and business partners i.e. Amex, IBM, Verizon, Navitaire, PayPal, Western Union, Hertz, Sabre, etc .
• Worked closely with project management teams, and engineering groups to coordinate plans and activities to ensure service level agreements are uphold.
• Liaised between the Business and performed checkpoints with engineering and other technology groups or vendors on ensuring objectives were being met.
• Administered change management practices for IT Operations and utilize ITIL best practices for optimum service quality
• Played a key role as project coordinator on an Infrastructure Business Partner Transition project, streamlining IT resources during migration, creating user documentation and maintaining updates on decommission hardware items.
• Monitored project activities and advised of issues or conflicts due to resource availability or IROP Irregular Operations weather conditions.

Engineer, Service Desk

rovided company wide support for Window 2000/XP desktop personal computer and Notebook using DameWare Mini Remote access control. Interacted with JetBlue Crewmembers to resolve computer issues via phone, email and remote desktop sessions.

• Utilized Remote Desktop Connection into servers to perform break-fix on flight applications
• Assisted in implementing new Beta technologies, such as Thin Clients to airport stations, and worked closely with Architect team with technology direction and testing.
• Provided escalated software and hardware support to Support Centers such as Airport, Finance, and Flight System Ops to ensure minimal impact to business.
• Performed user and group administration, mailbox permissions using Active Directory and Microsoft Exchange. Provisioning accounts and customizing the user environment. Including creating, modifying and deleting service accounts, distribution list and security group.
• Provided support for BlackBerry, Treo, Windows Mobile and iPhone devices synching profiles with Exchange account.
• Distributed software packages to users using Systems Management Server SMS . utilized EventCombMT utility to search event logs of multiple computers for account lockouts.
• Maintain documentation of requests per JetBlue standards and update knowledge base with known error and workarounds for identified problems.
• Raise problem tickets in BMC Remedy to appropriate resolver groups. Coordinate resolution of service requests in a timely manner.
• Monitored kiosk health across all 93 airports stations i.e. communication failure, printer errors, app out of service perform follow-up action item to verify all kiosks are running latest upgrade software.
• Train new hire, according to JetBlue Standards, and work flow processes.