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Operation Manager Consultant Resume

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Austin, TX

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SUMMARY

  • Enhance and Support ITSM Systems | Deliver Highly Tactical ITSM Solutions
  • Collaborative problem solver with a comprehensive background in all aspects of IT Service Management operation support and product development. Designed and developed solutions using IBM Maximo and ServiceNow applications. Pursuing a ServiceNow System Administrator (CSA) certification. Analyze, resolve, and perform root cause analysis of system issues. Strong critical thinking and communication skills. Expertise in:
  • Technical Support Software Design and Implementation Software Engineering
  • Troubleshooting Gap Analysis Team Leadership

TECHNICAL SKILLS

Platforms: Linux, UNIX, AIX, Windows 8/10

Languages: Java, C, C++, Pascal, Visual Basic, PowerBuilder, SQL, Assembly, Basic

Database: IBM DB2, Oracle, Access, and Dbase

Software: ServiceNow, IBM Maximo, IBM WebSphere Application Developer Studio, Microsoft Office, Microsoft Project, Lotus Notes, MS Visual Studio, Visual Interdev, Crystal Reports, Brio, HomeSite, IIS, WebKing

Internet: Active Server Pages (ASP), Java Server Pages (JSP), XML

Technologies: JavaScript, VBScript, DHTML, HTML, CSS

Graphics: Paint Shop Pro

PROFESSIONAL EXPERIENCE

Confidential, Austin, TX

Operation Manager Consultant

Responsibilities:

  • ServiceNow technical consultant provided development assistance to customers, including, but not limited to, form configuration, workflow administration, reporting, data imports, and custom scripting.
  • Hands - on experience in Incident Management, Problem Management, and Change Management.
  • A decisive, energetic leader who focused on building strong client relationships.

Confidential, Austin, TX

Senior IT Specialist

Responsibilities:

  • Transitioned and onboarded 12+ legacy accounts into IBM ICD System, retaining customer and profitability.
  • Performed 50+ presentations of different modules in teh IBM ICD system, facilitating user training.
  • Authored and documented 12+ Technical Solution Documentation, helping teh Support team to identify project scope and deliverables.
  • Led a unique project to load client assets from teh 3rd-party system into IBM ICD, integrating teh Global Notification System with teh IBM ICD system, enabling users to maintain teh notification schedule via one method only.

Advisory IT Specialist

Confidential

Responsibilities:

  • Identified and resolved 250 issues per year, including severity one issues, by leading core team members with all related matters, primarily in IBM Service Management, Tivoli Asset Management, and Integration applications.
  • Solutioned and designed 25+ enhancements per year in ICD using Application Designer, Workflows, Escalations, and Maximo Integration Framework, satisfying all internal and commercial account requirements.
  • Authored 70+ solution documents and standard operating procedures (SOP), sharing feedback and noledge with peers.
  • Recognized and commended by senior team members for outstanding efforts.

Staff Software Engineer

Confidential

Responsibilities:

  • Led development team in Change Control Board (CCB), controlling project deliverables and resource commitments, and managing development schedules, estimating when development tasks would be completed and deployed in production environments.
  • Identified, assigned, and updated problem reports using internal IBM application, providing detailed and accurate resolution of customer issues.
  • Designed, developed, and maintained applications using Active Server Pages, Web Classes, IIS, and DB2, satisfying customer requirements.
  • Trained team members, built environments, conducted, and participated in design reviews growing support base and detecting early errors in teh development cycle.
  • Installed and configured middleware patches, keeping environments synced with each other.

Confidential, Round Rock, TX

Programmer Analyst

Responsibilities:

  • Participated in teh analysis and development of teh Class Action Settlement Project (CASPR) by designing and developing web-based front-end for an application using VBScripting/Active Server Pages, including performing data modeling.
  • Involved in teh analysis and design phase of teh Web Vendor Maintenance (WVM) project and created a prototype for application in Visual Basic 4.0, enabling teh user to maintain vendor information on multiple platforms per single transaction.

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