servicenow consultant resume

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Technical consultant (servicenow) resume.

More than 20 years of experience in technology, system administration and programming for manufacturing and technology corporations. Strong background in system implementation and technical support. Experience supporting mainstream network operating systems, server hardware and software in a global landscape

SYSTEMS PROFICIENCY:

Hardware: Confidential ProLiant Enterprise Servers, Windows Server Operating Systems (NT4, 2000, 2003, 2008,2012, 2012r2), IBM S/390 and z/900, MVS and z/OS

Operating Systems: PC hardware, Windows Operating Systems (95, 98, 2000, XP, Vista, Windows 7,8 10), Apple Mac OS v10.12.4, VMWare Fusion for Mac 3.1, Network switches, routers, Ethernet adapter installation and configuration, network wiring and termination

Programming Languages: HTML, VBS, FORTRAN, COBOL, Batch Scripting, JCL, XHTML, Perl, Ajax

Software / Systems: Microsoft Office, Niku, Active Directory, Dream weaver MX, Pinnacle Studio, Visio, Open view for Windows,Openview for Unix, OVO For Unix Configuration Value Pack Software, OpenView Report Writer. Event Correlation Services, Event Correlation Designer, Smart Plug - ins for Exchange, SPI's for Microsoft Active Directory, SPI's for Microsoft Exchange, SPI's for Microsoft Enterprise Server, SPI's for Microsoft SQL Server, SPI's for Network Node Manager SPI for Advanced Routing, SPI's for Remedy Action Request System, SPI's for Oracle, Network Node Manager for Unix, Smarts, Confidential Remedy, Confidential Magic Service Desk, Incidents and Change management, Confidential Service Desk, Crystal Reports EMC Smarts Performance Manager, EMC Smarts Service Assurance Manager, Confidential Open view SiteScope, Confidential Proactive Net Performance Manger, Confidential Open view Business Availability Center (BAC) Service-Now, Nagios, Whats up Gold, Tripwire, Solarwinds, Confidential Proactive Net, Confidential Tmart, Confidential Patrol, SCCM, CA Ehealth

EXPERIENCE:

Confidential, Wayne, PA

Technical Consultant (ServiceNow)

Responsibilities:

• Assists clients to plan, configure, implement and manage Confidential solutions for Service Now modules.
• Assists at onsite requirement gathering workshops to provide subject matter expert details on Service Now Modules.
• Follows strict timelines to meet deadlines set by clients for go - lives.
• Configures Service Now modules to client’s specifications to meet their needs to utilize the Service Now Interface.

Confidential, DePere, WI

Professional Delivery Consultant

• Works directly with customers to plan, configure, implement and manage Confidential solutions for Service Now application
• Provides quality delivery of consulting and implementation services for Confidential for Confidential ' customers
• Provides Assess, plans, designs, implements, validates and supports Confidential solutions that satisfy client needs using best practices
• Provides guidance, assistance and recommendations to determine new technical Confidential services and solutions for client's business
• Provided customers with consultative-based training around Confidential Service-Now Application
• Performed integration and customized Confidential consulting services
• Assisted and created written documentation for all Confidential phases as required
• Provides a high level of troubleshooting technical problems as they relate to Confidential services
• Continues to provide support and will conduct self in a manner consistent with customer service expectations

Confidential, St Louis, MO

Application Support Engineer

• Assist our customers and vendors with high level application issues including installation of product upgrades / patches and customization issues.
• Assist with VM installs for Linux and Windows systems to maintain our lab environment with the latest applications to assist with diagnosing any custom / Vendor related L1 issues
• Developed a SAS admin guide for Service-now to follow what will be outlined in a SAS admin contract for our customers and what will be deemed as billable hours for SOW/DOW procedures This was used to acquire 2 new clients for in house Admin support.
• Provided development and testing for Service-Now, Confidential BPPM, Tmart and Patrol KM.
• Provide Solution Administration for our customers in the following applications:

Confidential, Neenah, WI

Lead System Administrator Service Now

• Moved into a technical Lead of support and administration to Service-Now global application from an administrator role
• Develop and maintain reports for specific teams from the Service-Now application.
• Developed an enhancement process within Service-Now. To allow an approval process to be put in place to eliminate our in-house walkups and prioritize each enhancement request. This process would be reviewed on a weekly basis to determine if this request was valid to change / add a function within Service-Now.
• Project lead for implementing discovery tool within Service-Now for Confidential .
• Documented the process around the CMDB to allow standards to be put in place for Confidential .
• Started a project charter to find an application/event monitoring solution for Confidential global application teams
• Started a kickoff design and analysis phase to find a solution for the Service Desk Analyst for a password reset tool for all end users within Confidential
• Created a Project Charter for Password reset solution for Confidential
• Created a Project Charter for Service-Now Discovery and maintain the timeline to achieve set goals.
• Assist the Project team on Development of the Change Process on where improvements could be implemented to streamline the process.
• Rolled out these applications within Service-Now for Confidential .
• Identified areas within Confidential ’s Service-Now instance that would limit the impact of performance issues that we were experiencing.
• Decreased the Timeout from 5hrs to 1hr, cleaned up Email notifications to only maintain 60days using Table rotation, Cleaned up Service-Catalog to look more professional as so many icons were being used and was causing some performance issues for the page to load.
• Worked with our network team to migrate our Service-Now Instance from the Boston datacenter to the Culpepper Virginia datacenter. This was to also address performance issues. This process was completed on time with no impacts to any of the end users.

Senior System Analyst

Tools:  

• Confidential OpenView Operations for Windows v8.10
• Windows v8.60.6 https agent
• Unix v8.60.5 https agent
• Eview/390 for Windows (Open view client) v1.1
• Confidential Performance Manager v 8.11
• Confidential OpenView Internet Services 6.0
• Confidential OpenView Reporter v3.80
• Confidential Business Availability Center v8.03
• Confidential Site scope v9.54
• Confidential Proactive Net Performance Manager v8.0
• Responsible for architecture of above tools
• Implement / Upgrade the tools
• Administration & Support for the Confidential Open view framework (for the modules specified above)
• Administration & Support for the Confidential framework (for the modules specified above)
• Support Operations management consoles
• Troubleshoot Level 2 and Level 3 issues
• Administration of policies, client installs, etc.
• Assists Computer Security/ Corporate Security with access/audit log information
• Automatic event notification (all platforms) via OVOW (for Windows, Unix, Linux)
• Assisted with configuration of Confidential BPPM implementation
• Assisted with the configuration and upgrade of Confidential Open view Reporter
• Assisted with the configuration and upgrade of Site scope
• Assisted customers with data queries from Open view. Via SQL Server Management Studio 2005

Confidential, Appleton, WI

Computer Systems Consultant

• Developed and created Oracle 9 SQL views from Capital Stream's Finance Center.
• Migrated / Converted M&I Microsoft Access database reports into Crystal Reports 9.
• Developed 250 reports from the Oracle Views using Crystal Reports 9.
• Implement Capital Steam's Info Center to allow M&I Specialists and Analysts to access reports via a web portal on a daily basis for forecasting.
• Created Business Requirement Docs to conformance to Sarbanes-Oxley for each business unit requesting a Crystal Report to be generated.

Confidential, Glendale, WI

Principle Information Technologist

• Developed and Maintained an equipment asset database for OpenView
• Lead Project to configure OpenView Network Node Manager monitoring Multi data Centers. Milwaukee, Wisconsin, Holland, Michigan and Berkshire, Germany.
• Assisted Project to configure Event Correlation Circuits and Event Correlation Designer
• Assisted Project to integrate OpenView alarms to create Confidential Remedy tickets via Smart Plug-in
• Installation Smart Plug-ins for Open view on Unix and Windows Platforms
• Maintained Open view Reporter Web site for reporting System Health status's
• Installation / Development (Beta Test site) Blue Elephant Systems. Confidential OVO Configuration Value Pack for Unix. A Joint venture with Confidential .
• Deployed and developed of OVOW server to monitor Active Directory Servers using Smart plug in. Messages were forwarded to a MOM Server.
• Daily Technical Support of Unix / Windows Based Systems
• Delegate daily administration and Program Development to offshore support when needed.
• Provide second Level support off hours
• Maintained our Confidential Open View Environment at our onsite Data Center Facility.

Systems Analyst

• Worked at Confidential Primary/Backup Global Data Center Facility
• Conducted PC hardware and operating system installation for Event Management Team.
• Responsible Configure and maintain OVOW 7.5 to interface with applications to report and react upon events that were deemed critical by global teams
• Responsible for Configuration and Maintain Site scope to interface with OVOW application. Site scope Generated an alarm when Intranet and Internet sites were down also Proxy Servers, Webscense servers and SAP websites were not accessible.
• Installed and configured Windows 2000 / 2003 servers for supporting IIS 5.0 and IIS 6.
• Assisted in a project to leverage two existing monitoring systems to provide automated hardware event monitoring of Confidential server hardware globally.
• Responsible for representing the Event Management Team during internal and external audits and coordinating any remediation required
• Responsible for making sure all servers are in conformance to Sarbanes-Oxley 404 and Confidential technical baseline standards
• Maintained a Service Level agreement spreadsheet to be reported against for management
• Responsible for maintaining a CMDB database and understand ITIL fundamentals
• Provide second level application / server support
• Created Administrator reports for Confidential Open view using Crystal Reports 8.5 using an odbc driver for Oracle 9. Reports consisted of inventory and Message analysis.
• Configured Crystal Reports 8.5 to interface on a Website to all end users to view the data from Confidential Open view.
• Organized and conducted server hardware and application upgrades while strictly adhering to system outage windows.
• Provided backup Administration and support for Confidential Magic Service Desk Incident tracking system deployed globally
• Provided disaster documents for the business continuity team in event of a disaster that we can bring Confidential Open view, Confidential and Site scope software backup in a timely fashion
• Conducted morning review meeting with all infrastructure teams on any outstanding issues of tickets that were generated. This was to highlight any team aware of the potential impacts that they may affect their end users.
• Conducted the Change Management (CAB) meetings review every Thursday prior to Saturday nights maintenance windows. We would review all Medium and High Risk changes going in that weekend. Also, would review upcoming changes for the next 7 days to make other team aware of any potential overlap of system outages.

Confidential

• Project lead implementing Quintus Call Center Incident / Change management globally
• Managed team members on providing daily administration and backup support
• Conducted PC hardware and operating system installation for Service Desk Team
• Responsible for technical support for Quintus Call Center on Windows 2000 and IIS 5
• Configured Crystal Reports to interface with Quintus Call Center data for trend forecasting using standard sql queries

Systems Analyst, Service Desk

• Answered phones for global pc/mainframe helpdesk
• Assisted Confidential employees with password resets, logging break fix work orders for hardware and software repairs to be completed by outside vendors.
• Knowledge of Microsoft office suite, Word, Excel, PowerPoint, Viso, project and outlook
• Conducted daily / weekly schedule of service desk teams phone coverage and vacation requests.
• Responsible for ordering and installing Pc hardware and software for new service desk employee’s
• Conducted executive tours of Confidential ’s data center.

Computer Operator Senior Technician

• Assisted running jobs. Stopping and restarting system applications for running daily maintenance
• Printed reports on IBM 3800 high speed laser printers, Weekly Confidential Check Printing and Purchase orders.
• Assisted with calling out support for job abends
• Assisted on answering phones for global pc/mainframe helpdesk after hours and weekends
• Designed and developed an Internet page for the Operations team

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