Professional summary

ServiceNow Administrator with over 16 years of comprehensive experience in IT, specializing in developing .Net applications, IT governance, and optimizing IT service delivery. Demonstrates an analytical mindset in diagnosing and resolving a wide range of hardware, software, and network issues, coupled with a proficiency in Visual Studio and Git. Eager to leverage expertise in IT service optimization and governance practices to enhance operational efficiency and cybersecurity posture in a dynamic work environment. Employment history

Mid-Continent Group Associate Application Developer Tulsa, OK Mar 2021 - Jan 2024

Spearheaded the development of .Net and .Net Core applications and web APIs, showcasing innovative thinking.

Applied analytical skills in object-oriented programming to design and implement efficient code. Collaborated enthusiastically with a cross-functional team to troubleshoot and debug applications, demonstrating supportive nature.

Exhibited proficiency in Visual Studio and Git, highlighting detail-focused approach. Made a significant impact on application performance, displaying a results-oriented mindset. Pioneered enhancements in app security, elevating user trust and data protection. IBM Support Analyst Tulsa, OK

Aug 2008 - Sep 2014

• Provide comprehensive technical support for a variety of systems, including Active Directory, IBM Series

(AS400), computer hardware, and networking issues.

• Diagnose and resolve issues related to Windows, Remedy, Mac OS, Linux, SAP, and ServiceNow.

• Support and troubleshoot IBM Series (AS400) systems, ensuring optimal functionality.

• Address hardware and software concerns, offering effective solutions to maintain smooth IT operations.

• Assist users with operating systems, including Windows, Mac OS, and Linux.

• Collaborate with teams to resolve complex technical problems and escalate issues when necessary.

• Ensure seamless IT service delivery by applying troubleshooting expertise to diverse platforms.

• Support key enterprise applications such as SAP and ServiceNow, contributing to their optimal performance.

• Utilize effective communication skills to interact with end-users and document support incidents.

• Maintain a customer-focused approach, ensuring user satisfaction through timely issue resolution. Eric Lusk

ServiceNow administrator

809 W. Fredericksburg St, Broken Arrow, 74011

918-***-****

ad4avs@r.postjobfree.com

Employment history

Mid-Continent Group Governance Specialist Tulsa, OK Oct 2014 - Mar 2021

Led the design and execution of IT governance frameworks, ensuring alignment with COBIT and ISO/IEC 27001 standards.

Spearheaded internal audits, ensuring adherence to regulatory mandates and industry norms. Devised and executed risk assessment strategies, mitigating potential IT system vulnerabilities. Developed and communicated IT governance policies, fostering a culture of compliance and risk awareness. Oversaw project governance, aligning IT initiatives with strategic business objectives. Education

Masters of Information Systems University of Phoenix Tulsa, OK May 2008 - Jun 2010

Skills

Assessment of information systems security,

procedures, and policies

Made recommendations to maintain SOX

compliance, demonstrating a commitment to

upholding regulatory standards

Design and implementation of innovative software

solutions using the .NET framework

Contribution to hands-on development projects

Orchestration of efficient workflows Optimization of IT service delivery Safeguarding privileged accounts Enhancing overall cybersecurity posture Ensured server and network configuration met

requirements of the software

Diagnosing and resolving hardware, software,

and network-related issues

Providing comprehensive technical support to

end-users

Analytical mindset for identifying root causes of

issues

Implementation of effective and timely solutions Working closely with IT teams and departments for issue escalation and resolution

Collaborative approach to problem-solving Creating and updating documentation for troubleshooting procedures

Maintaining knowledge base and user guides Providing guidance and training to end-users on software applications and technologies

Effective communication through various

channels, including phone, email, and chat

Clear documentation of support incidents and

resolutions in ticketing systems

Utilizing remote desktop tools for efficient

problem resolution

Installation, configuration, and maintenance of

computer hardware, software, and peripherals

Monitoring system performance and generating

reports on key performance indicators

Focused on developing .Net and .Net Core

applications and web APIs

Applied object-oriented programming principles

to design and implement efficient code

Collaborated with a cross-functional team to

troubleshoot and debug applications

Skills

Proficient in using Visual Studio and version

control systems like Git

Spearheaded the implementation and

management of IT governance frameworks,

including COBIT and ISO/IEC 27001

Conducted internal audits to ensure compliance

with established policies, regulatory

requirements, and industry standards

Managed risk assessment processes, identifying

and mitigating risks associated with IT processes

and systems

Developed and implemented IT policies and

procedures, aligning them with organizational

objectives

Led security governance practices, establishing

controls to safeguard information assets against

cybersecurity threats

Oversaw project governance, ensuring projects

aligned with strategic goals and complied with

established standards

Established key performance indicators (KPIs) to

measure and monitor the performance of IT

governance practices

Collaborated with stakeholders to convey IT

governance policies, procedures, and

requirements

Developed and delivered training programs to

increase awareness and understanding of IT

governance among employees

Conducted regular access reviews and enforced

security policies to mitigate potential risks

Collaborated with IT teams to integrate CyberArk

solutions into existing infrastructure

Provided training sessions to end-users on

secure privileged access practices

Provide comprehensive technical support for a

variety of systems, including Active Directory,

IBM Series (AS400), computer hardware, and

networking issues

Diagnose and resolve issues related to Windows,

Remedy, Mac OS, Linux, SAP, and ServiceNow

Support and troubleshoot IBM Series (AS400)

systems, ensuring optimal functionality

Address hardware and software concerns,

offering effective solutions to maintain smooth IT operations

Assist users with operating systems, including

Windows, Mac OS, and Linux

Collaborate with teams to resolve complex

technical problems and escalate issues when

necessary

Ensure seamless IT service delivery by applying

troubleshooting expertise to diverse platforms

Support key enterprise applications such as SAP

and ServiceNow, contributing to their optimal

performance

Utilize effective communication skills to interact with end-users and document support incidents

Maintain a customer-focused approach, ensuring

user satisfaction through timely issue resolution

Contact this candidate