Candidate is an ITIL v3 certified, accomplished professional enterprise applications implementer/consultant with 15 years of functional and technical experience in the ITSM application space - having led some of the largest and complex implementations across the USA. Candidate has consulted to over 15 fortune 500 companies and the Federal Government. Candidate has an in-depth knowledge of all HP Asset Manager / Service Manager / Connect.It / UCMDB / Discovery tools, and the Service-Now platform. Recognized as a technical expert in the ITSM/ITIL space, with a track history of successful implementations and over 100 integrations. Candidate is extremely self-driven, an excellent communicator, and would add value to any firm.

PROFILE OF EXPERIENCES AND CONTRIBUTIONS

Service-Now Consultant

Confidential

Develop business rules, client scripts, data imports, service catalog, workflows, SLAs, incident, change, problem, multi-domain user feeds, UI customization, custom applications, ACLs

• Worked on Incident, Project Management, Change, CMDB, Import Sets, Reports, Single Sign On, Mid Servers, Clones, and Backups.
• Led data conversion effort to import 200K records into Service-Now.
• Led workshops to gather requirements for process implementation.
• Created custom applications to move legacy applications into the Service-Now platform.
• Performed day to day administration, making approved changes to process and work flows.
• Implemented and configured Service-Now discovery tool.
• Developed technical process documentation.
• Effectively communicate Service-Now process, operations and capability information to all levels of management
• Perform installation and testing of vendor provided updates and new releases.
• Performed several Service-Now integrations using SOAP REST protocols.
• Service-Now installation, customization, and development
• Personalize Service-Now for the customers' needs and ITIL best practices.

Senior Consultant/Lead Developer

Confidential

• Multiple roles of leading technical team, developer, architect: to successfully deliver the largest successful HP ITSM delivery contract in the federal government from requirements gathering, technical specs, development, testing, go-live and ongoing support. Re-engineered all processes down the correct modules as they were now purchased by customer. Interfaced with key stakeholders and PM's to manage project. Technologies including HP Service Manager 9.3 All modules , HP Asset Manager 5.3 All modules , Connect.It 9.3, UCMDB 9.x. Interfaces exceeding 50. Authored management briefings and status reports, and managed resources and budget.
• Created Bi-directional integration using Connect.it 3.8 between ServiceCenter and external source using XML interface was created and developed, to allow ticket information to be shared and updated from the external source. All security, archiving, and scheduling plans were developed and documented.

Designer and Lead Developer for Confidential

for Employee Self service portal where another agency was migrating from HEAT to SC. Led requirements gathering for web, and redeveloped GS from scratch by importing XML/JS files into studio and providing customer with an easier maintenance path. Provided over 250 submission paths and over 50 custom screens with multiple areas of dynamic screen building so as to use less code, make it more efficient, and easier to maintain. Interfaced with custom SC tables to allow for web changes to be made within SC by admin, this avoids hard coding in studio. GS site totally customized to suit the needs of the customer whilst trying to maintain customizations in studio for easier upgrade path. Required programming in JS, JSP, XML, HTML, event services, RAD language,. Worked in tandem with SC lead to deliver integrated SC5.X/GS4.X solution for multiple agencies. Webserver: Tomcat 4.x DB: Oracle 9i. Entire solution was delivered offsite via remote access and teleconference meetings. Transactions 500/hr, audience 100,000.

Technical Architect for Peregrine/ Confidential

• Led requirements for multiple implementations/upgrades including SC5.x SC6.x SM7.x Change/Problem Mgmt, AC 5.1, Connect.It 3.9, Get.Services 4.2.3.1, Get.Answers 4.1.2.2. Developed in both AC/SC/Connect.it. Coordinated deliverables for all projects, working closely with PM.
• AssenCenter 5.x: performed numerous break/fixes to increase quality of asset repository, involving wizards, workflows, validations, scripting.
• SM7: performed new interface work in event services to interact with external change management system. Tailored multiple modules using forms designer, format control, scripts, wizards, display options, event services, web services.
• Connect.It: created scenarios to pull field desktop data into custom AC table, so workflows and database scripting could perform difference reports for Asset Managers.
• Get.Services: performed code updates and created new functionality with the tailoring kit.

Senior Consultant

Confidential

Primary role was to validate DB2 installation for HP as customer was concerned that fields could have been mapped incorrectly. Analysis was performed, root cause found, and corrections were made. Additional ad-hoc troubleshooting was performed as customer was readying for production.

Technical Lead

Confidential

Led, developed, and managed the team that delivered all major modules for AC SAM / Portfolio / Finance / Contracts / ED 2.x in record time. A large amount of customizations were made to fit the business requirements, including wizards, workflows, table changes, scripts, screen changes etc. Onsite requirements gathering were conducted with all business areas to understand existing in-house system and perform gap analysis. All training was organized and delivered on-site. Candidate was responsible for managing the complete implementation from beginning to end. Including the Project Plan, technical design, developer team management, go-live plan, and ongoing support.

Senior Consultant/Technical Architect

Confidential

• Consulting for various SC/AC projects, also SC6.1 Upgrade Project Planning, coordinating budget/resources/external groups/technical issues. Participated in Peregrine SC6.1 Beta program. Implemented interfaces to Mercury solutions, now uCMDB, and DDM.
• Project lead and lead developer for AssetCenter 4.3 phased implementation, coordinating requirements and identifying process owners. Modules implemented: Portfolio, Contracts, Procurement requirements, Finance, Software assets. Performed numerous Connect.it integrations with AC and SC.
• Designed Architecture and Lead SC developer for HIPAA Privacy and Servicecenter Integration for industry compliance. Co-coordinator for mainframe, unix and external parties. Complex programming of event services and unix AIX scripts.
• Designed Architecture and Lead SC developer for HIPAA Security Incident and Tracking system within SC. Designed, implemented, and executed project for HIPAA mandate. Project involved secure DB2 database tables with assignment group and user security for all forms.
• Project Lead and Architect Servicecenter 5.1.2 Re-implementation from 3.0. Massive undertaking with a compete revamp of the alerts, utilizing doc engine to rewrite core rad apps that had been altered in 3.0. Over 1000 scripts with a heavily customized request and change module. Co-coordinator of all phases, including development, testing, stage, cutover plan. Push of all reporting tables via transactional replication using db2, with ongoing lan to convert all 20 interfaces to XML with Connect.it and SC6 soap adapter. Provided vision and roadmap for company for integration points and Service Delivery.
• Requirement Gathering Get.Resources 4.x and Get.Services 4.x implementation. Provided Gap analysis for tailored SC system to integrate with the Get.It products.
• Designed Roadmap for ServiceCenter and integration points with Asset Management.
• Designed new event management flow into SC creating multiple processes and making critical events deliver efficiently on multiple pipelines.
• Manager duties including running work tasking meetings, code release meetings, delegation of tasks in projects, budget allocation, job costing, resource management
• Servicecenter Troubleshooter the last resort, when complex problems cannot be solved by team members. Excellent ability to debug down to the expression level in all RAD applications. which allows you to solve 99 of problems
• Connect.It Developer Programmed various scenarios to replace old event services interfaces with XML. Part of a plan I initiated to standardize all interfaces with XML.

Senior Enterprise Applications Consultant/Implementer

Confidential

• Functional Requirements / Implementation Peregrine AssetCenter Cable and Circuit solution for NY State Office for Technology, DB2 websphere solution.
• Designed and Implemented Peregrine ServiceCenter 4/Connect.It3.1/Oracle/Patrol INTERFACE solution for General Electric Crisis Management System. Critical Paging/escalation system delivering 10,000 tickets/day.
• Implemented Peregrine AssetCenter 4.1 for Department of Labor NY, Full Procurement Lifecycle, IDD installation and integration, Connect.It installation and tailoring, Get.Resources JSP tailoring vbscript, java , with over 100 custom wizard/workflows and scripts. SQL2000.
• Worked with KPMG implementation team on Peregrine Servicecenter 4.0.10 Upgrade for Pfizer Inc. Oracle 9i. Implemented Get.Services for Help desk, porting 50 sc scripts into JavaScript pages using tailoring kit.
• Designed and Programmed Asset Management web portal using ASP, interfacing with AssetCenter.
• Project Manager Peregrine FleetAnywhere 5.0 implementation including Labor Capture, Mobilize.It, Bar Coding, Wireless, Crystal Enterprise, Oracle 8.1.7 backend configuration, for County Government, NY
• Implemented Change Management process within Service Center 4 for Manulife Financial, Boston, MA. Tailored Change module around business process, Integrated with Exchange e-Mail Client and Intranet, and performed maintenance on P4 database.
• Developed Wizards and Workflows for AC 4.1, OFT
• Trained NY County personnel on Oracle 8.1.7 and Fleet Anywhere.

Peregrine Systems Consultant

Confidential

• Upgraded Service Center 3 including troubleshooting.
• Implemented SC SP upgrade through Novel Delivered Applications
• Migrated SC to Asset Center server
• Implemented Asset Center.
• Configured SAP interface and PRIM early text only version of connect.it
• Installed Billpay backend for AGL customers
• Developed and Configured security policies for 2000 servers
• Tested and implemented VPN IP Tunneling over AGL inter/intranet
• SQL 7 configuration
• Designed and Implemented the automation of external bill payment systems for operations, utilizing scripting and scheduling tools.
• Developed and Implemented all NT servers providing timely and business critical Internet and intranet services.
• Worked on/with Win200Server/Pro, Citrix CCA , Firewall-1, IP security, Radius, NAT, SSH, Tivoli Service Desk, Standards Compliance ISO/AS/NSZ, e-security, e-Commerce, On-line privacy etc
• Network Engineer, Asset Center Consultant
• Confidential
• Overhauled entire IT operations, streamlined administration and knowledge transfer. Formulated strategy for NT server 2000/4 installation/upgrade, including implementing anti-virus scheduling/security lockdown and Veritas backup scheduling.
• Migrated SQL7 configured with ASX clearing system Palion
• Troubleshoot CiscoWorks Network Management System on IBM/AIX platform
• Implemented AssetCenter 3.2-modules includes Asset Management Module, Inventory Co-ordination, and Procurement. Business process re-engineering.
• Programmed NEC PBX
• Co-coordinated entire new-starter/move process

Senior Consultant of Professional Services

Confidential

• Implemented Peregrine Service Center incorporating Service/Call Management, Problem Management, Inventory Management, Change Management, Messaging Interfaces, and Web interfaces.
• Consulted to Senior Management on standard system
• Assisted in final requirements gathering and definition.
• Tailored and configured system based on requirements
• Delivered project on time for production without cost over-runs
• Peregrine Senior Consultant Confidential
• Implemented ServiceCenter 3.x Problem/Inventory/Change Management system for ships and submarines.
• Migrated Lotus Notes to SQL 7 database
• Authored comprehensive documentation for all LANs to aid in problem identification and resolution as well as Disaster Recovery.
• Defined backup strategy and implementation procedure for Veritas
• Performed internal and external penetration tests and vulnerability assessments for RAC Resolved WAN connectivity issues utilizing bridges, routers, and gateways, TCP/IP. Performed LAN analysis and diagnosis.

Senior IT Engineer

Confidential

• Managed team of 5 people for various projects
• Co-coordinated NT4/3.5 Workstation rollout for 1000 PC's
• System Administrator NT4/3.5, SMS, SQL Server 7, Lotus Notes 4.6
• Project co-coordinator for Intranet Software ordering system
• Configured Notes, Filenet imaging system, Rainforest/Basil Real Time trading systems IRESS, BIDDS Outlook 97, Frontpage 98, Project 98
• Troubleshooting remote registry and PC problems
• Technical Support Lead for Dial Up Remote Access VPN , provide 2nd and 3rd level support for PC's
• Defined and implemented Business Continuity Plan
• Installed enterprise wide applications 100 with application and general support
• Business Analyst, Foreign Exchange/Bullion Support Confidential
• FX Spot desk technical support position
• Programmed custom apps for traders using NT, SUN and Reuters
• 2nd level support to both Bullion and FX divisions
• Promoted to business analyst