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Manager Service

Location:
Brooklyn, NY
Posted:
January 23, 2015

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Resume:

Curriculum Vitae

PERSONAL DETAILS

Citizenship: Swedish

Hold valid work permits in: USA (Green Card holder), European Union

Chris Ravn

**** ********* **, ***** ***

Framingham, MA 01701

USA

Mobile: +1-508-***-****

E mail: ablxjg@r.postjobfree.com

Languages spoken: English, Finnish (native), Swedish

EDUCATION

2013 University of Liverpool [Online program]

Post Graduate Certificate MSc. in Software Engineering

EMPLOYMENT

2010 Present TJX, Framingham, MA, U.S.A

Role: Senior Analyst (external contractor)

Dates of employment: December 6th, 2010 – Present

• Provide 3rd level support for ServiceCenter 6.2.6 and Service Manager 7.1

• Involved in the implementation of ServiceNow which will eventually replace ServiceCenter and Service Manager. In this

project I have so far:

o Developed integrations between ServiceNow and external systems:

HP uCMDB (this integration is via SOAP web services)

Hughes Network Systems (this integration is via SOAP web services)

SiteMinder (SAML integration)

Implemented functionality (using JavaScript and other means) in following ServiceNow modules:

o

Knowledge, Configuration, Change, Incident, Request

Examples of JavaScript code I have created so far:

• Created an integration system that allows import and export of text files to a MID Server.

This system creates JavaScript probes that are sent (through the ECC queue) to be

executed on the MID Server from ServiceNow, on a scheduled basis. As a result we are

now able to integrate our ServiceNow instance with two external vendors (Fujitsu and

Zebra) who currently depend on text files as the communication medium.

• Wrote a scheduled script that retrieves all Server CIs that are children of an Application CI,

and on which a different set of compliance indicators is set to true. This script navigates

through the relationship tree recursively and upon completion opens a Service Catalog

request for each found Server CI. The request is assigned to Asset Management team

asking them to check the particular Server CIs.

• Wrote a scheduled script that retrieves all updates to a ticket from Hughes Network System.

This script executes a web service call to Hughes and parses the response. The response

will list all 7 possible different update types (i.e. ARRIVAL, ETA, NOTE, STATUS, etc) for all

previously unsent updates. The code handles each update type separately and either

creates a new Incident ticket or updates an existing ticket in ServiceNow. This scheduled

script, together with additional business rules, enabled our integration with the Hughes

Network System.

• Created a Jelly script to customize the PDF export functionality for TJX Canada.

• Created workflows for Customer Service module and Service Catalog requests.

Created custom modules in ServiceNow:

o

Sales Audit, Consolidated Reporting (provides a single source of ticket data for ServiceNow and HP

ServiceCenter), Customer Service (partially).

Imported data from ServiceCenter into ServiceNow. Imported data has included:

o

Call and Incident tickets from February 2012 onward. These were imported to the Consolidated

Reporting module, so that we can create Crystal Reports from both ServiceCenter and ServiceNow

data.

Incident categorization structure. This was imported to the Knowledge module.

Knowledge documents. Exported from ServiceCenter using a HP Connect It scenario that I built.

Imported to ServiceNow Knowledge module as an XML file.

Created 10 different Crystal Reports to report on the metrics in ServiceNow

o

2010 Etisalat, Dubai, United Arab Emirates

Role: Senior ITSM Consultant (external contractor)

Dates of employment: June 13th, 2010 – December 1st, 2010

• Upgraded HP Service Desk 4.5 to HP Service Manager 7.10. In this work I:

• Discussed the requirements for HP Service Manager functionality with customer. Analyzed these requirements

and made decisions on how to code it in Service Manager.

• Developed functionality in HP Service Manager Incident Management module to match that in HP Service

Desk.

• Managed the upgrade process using tools provided by HP.

• Wrote documentation explaining the upgrade process.

2010 2e2 Consulting, Rijswijk, Netherlands

Role: Senior IT Consultant

Dates of employment: January 25th, 2010 – June 11th, 2010

Some highlights:

• Designed solutions for Service Manager 7 in discussion with customers and according to recognized Best Practices.

• Developed requested functionality in HP Openview Service Manager 7.11 (mainly the Change Management module)

and AssetCenter 4.3.1 (workflows).

• Provided support for interfaces to Service Manager 7.11 (web services) and ServiceCenter 5.1 (Connect It).

• Documented evaluation of ServiceNow from a consulting/tailoring point of view.

2008 Barclays Capital Services Ltd, Singapore

Role: HP Openview Developer (Title: Associate Vice President)

Dates of employment: October 28th, 2008 – January 22nd, 2010

Some highlights:

• Designed and developed requested functionality in HP Openview ServiceCenter 6.2 Service Desk, Incident

Management, and Change Management modules.

• Integrated ServiceCenter (Service Desk and Incident Management modules) with external interfaces using Web

Services and JavaScript.

• Provided 3rd level support and administration for HP Openview products ServiceCenter, AssetCenter, and Connect It

running in AIX.

2008 Nestlé, Bussigny, Switzerland

Position title: ServiceCenter Tools Specialist

Dates of employment: June 2nd, 2008 – October 24th, 2008

• Provided 3rd level support for HP Openview (Peregrine) products ServiceCenter, AssetCenter, and Connect It.

2006 Sonnet Enterprise Services, Melbourne, Australia

Position title: Senior ITSM Consultant

Dates of employment: April 24th, 2006 – May 30th, 2008

Some highlights:

• Peregrine work on large projects (Westpac, PriceWaterhouseCoopers).

• Ran requirements gathering workshops and provided training in Connect It development work.

• Designed and developed requested functionality in HP Openview (Peregrine) AssetCenter, ServiceCenter and Get It.

Designed and developed Connect It scenarios for integrating AssetCenter with external data sources.

Provided level 4 technical support to Sonnet customers on HP Openview applications running on AIX and Windows

environments.

2004 IBM Global Services, Holtsville, NY, U.S.A

Position title: Senior Peregrine Consultant

Dates of employment: June 14th, 2004 – March 31st, 2006

Some highlights:

• HP Openview (Peregrine) work on multiple large projects (Symbol Technologies, Worldspan, UPMC Pittsburgh, etc).

• Analyzed customer requirements and determined best possible solutions based on best practices.

• Designed and developed new functionality in Peregrine ServiceCenter and AssetCenter as specified by client

requirements.

• Designed and developed Connect It scenarios to integrate Peregrine AssetCenter and ServiceCenter with external data

sources and ticketing systems running on AIX and Windows environments.

2004 Barclays Bank, Knutsford, United Kingdom

Position: Peregrine Consultant (external contractor)

Dates of employment: February 16th, 2004 – May 31st, 2004

Some highlights:

• Analyzed and documented the internal Peregrine infrastructure and the processes needed to provide support for

Peregrine products before go live date.

• Provided training for the Peregrine support team in preparation for supporting AssetCenter and Connect It.

• Implemented an interface between Peregrine ServiceCenter 5 Change Management and HP OpenView (using the

Event Services module).

2002–2004 IBM Finland, Helsinki, Finland

Position: Peregrine Specialist/Team Leader

Dates of employment: October 14th, 2002 – February 13th, 2004

• Managed a five person 'virtual team'.

• Provided technical assistance for various Peregrine products to Peregrine partners and customers.

• Designed and developed solutions for internal IBM projects involving IRM Accelerator and Connect It.

• Provided administrative support for operating the ServiceCenter 5.0 production system running on AIX at IBM Finland.

2002 Peregrine Systems, Stockholm, Sweden

Position: Technical Support Engineer

Dates of employment: April 1st, 2002 – October 11th, 2002

• Resolved customers problems and provided guidance about Peregrine software.

• Developed functional solutions to customers and consultants implementing Peregrine software.

2001–2002 Deloitte & Touche, Amsterdam, Netherlands

Position: Peregrine Specialist

Dates of employment: December 3rd, 2001 – March 29th, 2002

• Provided daily support for Peregrine Systems' software (AssetCenter 4.1.1, ServiceCenter 4.0.9, Connect It and IDD).

• Tailored AssetCenter and ServiceCenter according to requests specified by an internal test group.

• Administered related back end databases (MS SQL Server 7).

2000–2001 Fujitsu ICL Nederland B.V., Maarssen, Netherlands

Position: Technical Consultant

Dates of employment: March 20th, 2000 – November 30th, 2001

• Provided daily support for Peregrine Systems' ServiceCenter and AssetCenter software.

• Implemented and tailored ServiceCenter according to requests from customers.

• Handled upgrade of ServiceCenter from version 3 SP3 to version 3 SP7.

• Administered related back end databases (MS SQL Server 7).

SKILLS

Operating systems:

Windows, AIX, Linux

Applications software and databases:

Oracle, MS SQL Server, DB2

ServiceNow

HP Openview Service Manager (previously known as Peregrine ServiceCenter)

HP Openview Asset Manager (previously known as Peregrine AssetCenter)

HP Openview Connect It

Eclipse, MS Visual Studio

Peregrine OAA (Open Application Architecture) / Peregrine Get It

Programming, scripting and querying languages:

Java, Visual Basic, PHP, Jython

DHTML, JavaScript, VBScript, XML

SQL

Related certifications:

ITIL v.3 Foundation certified

Certified Peregrine ServiceCenter Consultant

Certified Peregrine AssetCenter Consultant

Certified Peregrine OAA Consultant



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