Alonzo Z. Craig - Washington, DC Area (DMV)

Phone: 202-***-****

Summary: With over 20 years of experience specializing in the area of Configuration, Change, Operations, Release and Deployment Management:

•ServiceNow CMDB, ITOM, Administration and Test management

•Release Management using SBM (Serena/Microfocus) or spreadsheet

•Configuration Management to include code migrations (ServiceNow)

•Change Incident Management using SharePoint templates

•Requirements Management including RTM analysis

•CCB & CAB Operation including Charter CM plan enforcement

•CMMI, ITIL and SOX Process Integration

•Tool Usage to include Mainframe, PVCS Version Manager, Serena Dimensions, ENDEVOR, Subversion, Bugzilla, SBM, Service Desk, Quality Center, CA Harvest, XML, Clear Quest, and DOORS

Experience

SR. ServiceNow Technical Analyst

TekSystems - Virtua Health Systems - 8/2022 - Present

https://www.virtua.org/

•Responsible for the Rome-Tokyo-SanDiego upgrades and testing to include clone back.

•Responsible for vIntegrated project testing and documentation to include surveys and performance analytics.

•Responsible for project Powerpoint plugin installation from the ServiceNow store.

•Adjust ITIL homepages to collect Demand and Demand task.

•Alter State form transform map for Vintegrated Project imports.

•Corrected forms and removed fields that did not have an organizational purpose.

ServiceNow Defect Technical Architect – ServiceNow Project Lead

Artech-OPTIMI/Accenture/Humana/TMobile 12/2021- 7/2022

https://www.artech.com/

•Responsible for analysis of all defects on the AT&T project to include initial triage and root-cause-analysis (using ServiceNow)

•Monitor, fix, verify all bugs in the defect process from new to close.

•Conducting daily status meetings to explain fixes and determining next steps.

•Responsible for loading and monitoring of DBORS into ServiceNow.

•Responsible for initial Certificate management analysis, setting up the workflow using URL based discover/automation.

•Wrote test cases and loaded into QAtest; all 141 cases tested successfully.

•Wrote EPIC/Stories for next release, loaded into ADO successfully.

•Update and trained in the next Instance in ServiceNow (San Diego).

•Responsible for OWL system and updating the Conversion from Sprint to Tmobile data

Sr. Configuration Management Analyst

Sunrise/AbbVie - 08/2020 – 08/2021

https://www.abbvie.com/

•Ensure that all stakeholders adhere to the Configuration Management process across the entire AbbVie enterprise and make recommendations to the CMDB as needed (no duplicates and that CI’s are being updated and relationships are maintained consistently using the ServiceNow 1.0 and 2.0 Taxonomy).

•Leveraging other processes to ensure activities are put in place to capture data, information, and knowledge to enable benefits provided by the Configuration Management process

•Supporting Organizational Change Management (OCM) efforts to ensure the training materials are kept up to date and to promote the adoption Configuration Management process

•Evaluating discovery tools and governing data that will be integrated into the CMDB. Identifying Configuration Items that have an integration issue, or any improvement ideas.

•Maintain dashboards, reports, metrics, and KPI and participating in the Configuration Management process governance including recommendations, review and prioritization input for enhancements and knowledge sharing around process execution.

Team Lead/Configuration Manager

ARTECH - 08/2019 to 02/2020 (COVID-19)

https://www.artech.com/

•Identified the workflow used by the Marriott Corporation using the ServiceNow platform for expedited, emergency and normal changes- highlighting areas usually used for circumvention by developers.

•Presented the future and current state to management of how CI’s will be updated using the ServiceNow platform versus a manual process

•Conducted day-to-day offshore meetings to include in India and Philippines.

•Updated CI’s and provided analysis for workflow, Architecture diagrams, affected and impacted CI’s, other impacted applications within scope, if mapping was completed for that CI (skipped, incomplete, or completed).

•Responsible for ORR (operational readiness review) calls; gave CI/CMDB impact for the responsible impacting applications (release management).

•Perform root cause analysis on all problem, change and incident tickets as necessary.

Sr. Implementation Analyst

FedEx/Nextech Solutions - 10/2017 to 04/2018

https://nextechsol.com

•Created CMDB Process Guide used to outline process used to verify data and validate their sources.

•Daily Scrum participate for all CMDB related issues.

•Modified the Incident and Change Management form for release 2.0.

•Updated the CMDB tab to be more reflective of current services offered at FedEx facility to date.

•Also used the test facility within service now to test issues of concern and regression test issues outlined by the steering committee in DEV, TEST, QA, and PROD.

•Responsible for Operational Readiness Review and Production Readiness Review for a total of 4 sprints.

CM Implementation Analyst

Macro Solutions Inc. -1/2016 to 9/2017

http://macrosolutions.com

•Added Users and Assignment groups also configured the ITIL homepage.

•Setup and mastered the ServiceNow Test management system for both UAT and Regression testing, also used the metrics inside the tool to report stats to management.

•Wrote CM implementation roadmap outlining and documenting the strategy needed to implement ServiceNow to replace ServiceCenter.

•Mapped CMDB for Service now to replace existing CMDB

•Responsible for data conversion of existing open ServiceCenter records to work on the ServiceNow platform.

•Gave presentations on ServiceNow and the implementation strategy needed to move forward at HHS.

•Promoted updated Sets in the ServiceNow system for deployment of the new release/version.

Sr. Configuration Management Specialist

Prime Source Technologies –9/2014 to 6/2015

http://primesource.com

•Updated all CM related documentation to include CM Plan, Release Plan, CCB Charter, CM SOP and Service Level Agreements (SLA).

•Responsible for Core and Feeder code migrations across the entire platform (DEV, TEST, UAT, Training, PROD).

•Made SDLC and CM recommendations to help increase the overall efficiency of the CM process.

•Voting member of the CCB/CAB.

•Status Accounting, responsible for putting together CM Status presentation for monthly technology meeting.

•Also extrapolated metric information from SBM (Serena Business Manager) for additional management reporting to include: Total open CRs, Total close CRs, length of time open, average wait time, environment totals, etc.

•Also ran SQL scripts to update the Oracle database (TOAD and UNIX).

Senior Configuration Management Specialist

General dynamics –2/2014 – 8/2014

http://washingtontechnology.com/articles/2014/05/15/gdit-abacus-contract.aspx

•Wrote and implemented the Change, Release and Configuration Management Plan for the ABACUS project.

•Responsible for the CCB Change Control Board meeting to include slide presentation, Agenda preparation, Change Request Metric updates, and Release Calendar updates and stakeholder notification.

•Forms creation to include RFC (Request for Change), Environment Access and Control Form, Physical Audit form, Functional Audit form, and a Detailed Change Release form

•Also responsible for the day-to-day Configuration and Release activities to include: Stakeholder notification, CM Audit preparation, CCB support, Check-In/Check-Out support, SharePoint list creation and maintenance and daily scrum status report.

•SharePoint setup for ABACUS to include List, Work-stream, Tab and Menu design.

•Team Foundation Server and Subversion administration: field identification and modification; Check-in Check-out; user and role updates and tool access; Branch and move identification and access as outlined in the Configuration Management Plan.

•Later converted from TFS to SBM (Serena Business Manager) for project and release tracking across all platforms.

Lead Configuration Management Analyst- Project Manager

QSSI Inc. –10/2011 –1/2014

http://www.qssinc.com/news.html

•Wrote and implemented the Change and Release Management process for the EIDM project.

•Responsible for the weekly Configuration Change Board (CCB) meetings.

•Also responsible for the input of all CI’s into the SharePoint database and Serena Business Manager to include documents, hardware, and software.

•Wrote the Configuration Management Plan, Implementation Plan and the Version Description Document for the EIDM Project.

•Performed Functional and Physical audits of all releases and CI’s.

•Populated the RACI matrix and used that information to assign roles and responsibilities into the Bugzilla toolset.

•Given several Configuration and Release Management presentations for QSSI and client.

•Help Identify CI and attributes for the CMDB definition.

•Worked with database team, updated, and stored SQL scripts as part of CI release package.

Academic Achievement

George Mason University - BS MISS (120 cr.)

Phelps High School Washington DC – Diploma

ITIL Certification Foundation v4 – in progress

Professional Training

•ServiceNow Administration Training

•Version Manager 10, Dimensions 10 and PVCS Tracker Administration

•ENDEVOR Administration for Managers

•Configuration Management in Rapid Environments

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