SUMMARY

• Skilled professional with extensive experience with data rich processing systems including process analysis, solution design, and implementations.
• Expertise in assessing needs, designing solutions, and delivering business applications that maximize productivity and ROI.
• Innovative problem solver skilled in corporate communication, document creation, and training.
• Ability to lead and manage in cross - functional teams
• Proven ability to find reliable solutions to complex problems and deliver them to any audience
• Master problem solver with superior communication and facilitation skills
• Passionate about improving business processes and efficiency
• Friendly, personable, innovative, intellectually curious, a pathological learner

AREAS OF EXPERTISE

• ServiceNow
• Team Foundation Server
• MSSQL (SSMS)
• Excel (advanced VBA macros)
• Visual Basic
• Camtasia
• Adobe Captivate
• Google Apps & Webmaster Tools
• HTML/DHTML/XML/ASP web technologies
• Access
• MS Office Proficiency Authorized to work in the US for any employer

TECHNICAL SKILLS

• Microsoft SQL Server
• Business Process Development
• Process Improvement
• Business Process Automation
• ITIL Foundation Certified
• Salesforce (SDFC) Certified Developer (401)
• ASP.NET
• Visual Basic
• SQL
• CRM
• Databases
• HTML
• DHTML VBScript
• Classic ASP
• Change Management
• ITSM
• Microsoft Office Tools
• Advanced Excel
• VBA macros

PROFESSIONAL EXPERIENCE

ITSM Specialist | Developer | Release Manager

Confidential, Richardson, TX

Responsibilities:

• SME for Design and implemention of ITSM solution on Confidential custom app to replace ServiceNow
• Primary Developer for ITIL processes component (visualforce, custom objects, permissions)
• SME and contributing developer for Service Catalog component
• Consultant for various enterprise projects
• Process/Procedure Management
• Facilitate and manage daily product CAB meetings
• Produce daily code merges
• Maintain TFS Configuration
• TFS work item customization
• Confidential to TFS integrations for related work item processing

ITSM Process Specialist - Lead Release Engineer

Confidential, Carrollton, TX

Responsibilities:

• Facilitate daily CAB meeting evaluating change risk for software releases and IT changes for leading enterprise property management software suite
• Coordinated and implemented process and technology changes
• Led transition from legacy release system to industry standard system
• Conduct code stream management
• TFS interface customization
• Review Incidents to determine root cause patterns
• Produce weekly and monthly KPI reports
• Assist in writing RCAs
• ServiceNow Administration - Develop new functionality and enhancements in existing system
• Confidential Administration - Develop new applications and enhancements

Process Improvement Developer - Release Engineer

Confidential, Carrollton, TX

Responsibilities:

• Research organizational pain points and formulate process or technology solutions to address them
• Developed applications using Confidential /force.com, Powershell, MSSQL, Access, VBA, and .NET apps automating manual tasks resulting in annualized savings of hundreds of man hours for the department
• Created VBA advanced macro enabled applications to bridge corporate systems gaps and eliminate manual steps for weekly IT and software CAB meetings
• Developed/maintained Powershell and Window scripts for automated periodic tasks (disk space maintenance, automated email notifications, automated reports, etc)
• Developed Corporate Software Scorecard using advanced excel macros / VBA / SQL / .NET for use in monthly progress reports and executive presentations

Application Support Engineer / TFS Administrator

Responsibilities:

• System Administrator for ASP.NET / MSSQL / TFS proprietary release management application
• DBA responsible for backups and maintenance activities
• Conduct code splits to produce new code streams
• Participate in tool selection and design of ServiceNow implementation from legacy system
• Facilitate twice weekly IT CAB meetings and all related reporting and scheduling activities
• Direct Daily CAB coordinating all Enterprise product releases and related test environments for enterprise suite of 30+ products
• Facilitate daily CAB meeting evaluating change risk for software releases and IT changes for leading enterprise property management software suite
• Coordinated and implemented process and technology changes
• Facilitate communication between IT, development, testers, and Management at all levels
• Manage build producing systems and upgrade to Microsoft TFS

IT Change Specialist II

Confidential, Carrollton, TX

Responsibilities:

• Assist in the design, implementation, and management of an enterprise-level change control process based on ITIL standards to meet SSAE16 audit standards
• Reviewed daily RFCs and report Forward Schedule of Change to business partners
• Produce and distribute Scheduled Maintenance Notifications to vendors and business partners
• Coordinate software releases and infrastructure changes with business partners
• Create/modify the monthly release process schedule and monitor milestones - Waterfall and Agile Software Development Lifecycle methodologies
• Create/modify the product release calendar for OneSite integrated product suite
• Review, organize, research, and report code changes in each scheduled release
• Monitor and approve requests for production bug fixes and coordinate release to clients
• Shepard major releases to production and certify they are completed successfully while mitigating risk and proactively avoiding incidents
• Researched Incident root cause and determined remediation plans for IT and product issues Trainer
• Trained associates, management, and executives on change processes and best practices
• Wrote and created technical user instructional materials and conducted live training sessions for new change management ticketing system
• Recorded/produced training videos for corporate clients for new service request ticketing system

Technical Analyst

Confidential, Carrollton, TX

Responsibilities:

• Designed, implemented, managed Google apps/sites Knowledge Base
• Technical designer and project lead for displaying queue information on large format wall displays

Software Support Specialist

Confidential

Responsibilities:

• Tax Seasonal Contractor - assist users with technical issues transitioning to web-based software from a traditional client application.
• Administered user and group permissions to in-house applications and research tools.

Senior/Lead Support Analyst

Confidential

Responsibilities:

• DBA for MS SQL Server and Oracle data servers for test lab environments.
• Administered web application servers (IIS & Apache Tomcat)
• Authored technical and functional training documents for clients
• Produced instructional webinars and best business practice documents
• Technical point of contact in the support group
• Researched and resolved escalations
• Provided analysis and proposed solutions to development
• Managed 24X7 after-hours support staff operations
• Improved issue time-to-resolution by 65% by implementing high quality best practices

Senior Support Analyst / Programmer

Confidential, Dallas, TX

Responsibilities:

• Created a secure, web-based customer satisfaction survey system resulting in improved response rate by over 850%.
• Automated menial network administrative tasks resulting in 95% time savings.