IT Analyst

Database Management ~ System Migration ~ Security Administration

Portfolio Oversight ~ Technical Architecture ~ Production Support ~ Customer Service ~ Application Development

Qualifications Profile

Accomplished, results-oriented, and highly analytical IT professional, with broad-based experience in application support, project development, and programming within various industries; coupled with solid expertise in systems development life cycle, from initial analysis and conceptual design to implementation, quality review, and enhancement.

Recognized for strategic management approach to supervise high-performing teams, resolve complex technical issues, and implement best practice methodologies, while coordinating team efforts to achieve smooth and productive operations. Skilled at presenting technical materials and product details to diverse audiences and end users at all levels of technical proficiency.

Professional Experience

Covestic, Inc. Chandaler, AZ

Contract ServiceNow Administrator and Developer (Remote Job) May 2018–Present

Work as a contractor at Microsoft and serve as an integral part of the Covestic Team, in charge of maintaining ServiceNow production instance

Contribute in the new development and enhancements to the existing system functionality

Managed various areas, such as incident, change management, service catalog, CMDB and custom solutions using Java Script, HTML and XML when working on this instance.

Choice Hotels Phoenix, AZ

Service Management Engineer ServiceNow Administrator Apr 2017–April 2018

Expertly install and maintain ServiceNow system for Choice Hotels Corporate through application of Agile methodology

Effectively carry out daily system administration functions, which involve security and role development and maintenance

Career Highlights:

Spearheaded the successful establishment of discovery, configuration management database (CMDB), incident, problem, and catalog, from the ground up

Drove several development efforts utilizing ServiceNow scripting and workflows

CGI Chandler, AZ

Temporary Senior Consultant Oct 2016–Mar 2017

Took charge of delivering exceptional ServiceNow system administration services to clients

Executed production support and troubleshooting activities as needed

Led and enforced development efforts in accordance with client request

Nike Portland, OR

Senior IT Service Management (ITSM) Administrator Nov 2013–Sep 2015

Directed the deployment of ServiceNow for the company’s Consumer Digital Technology Group

Designed ServiceNow applications, change management, problem, incident, and service catalog for the first half of 2014, as well as a for the second phase that involved asset management and several external integrations to other applications

Oversaw all facets of system operation for the company’s paging application

Providence Health & Services Portland, OR

Information Services Monitoring Supervisor May 2013–Oct 2013

Spearheaded a group in charge of monitoring network, servers, DBs and applications

Cultivated and strengthened productive relationships with key clients to secure customer satisfaction on monitoring configuration

Career Highlight:

Administered the successful completion of Microsoft System Center Operations Manager migration from legacy systems, which tracked and supervised more than 4,000 servers and multiple SQL Server Databases, Exchange, Lync, SharePoint, and Active Directory in 2014

Lead IT Service Management (ITSM) System Administrator March 2011–May 2013

Efficiently handled all systems activities for Computer Associates IT Service Management Software Suite

Rendered strategic assistance in the deployment of CA Asset Portfolio Management Suite, CA IT Client Manager, and CA Service Catalog products

Received appointment to serve as the technical architect, accountable for the ITSM hardware infrastructure

Lawson Analyst Security Analyst March 2008–Feb 2011

Provided hands-on technical support in managing Lawson enterprise resource planning (ERP) security model and daily production assistance in relation with any security-related incidents

Career Highlight:

Contributed to the significant improvement of HR operations and production support

Earlier Career

EDS Vancouver, WA

Systems Engineer

Robert Half Technology Chicago, IL

Senior Technical Consultant

Kronos, Inc. Schaumburg, IL

Senior Applications Consultant

Baptist Homes of Indiana, Inc. Indianapolis, IN

Director of Information Technology

Freelance, Indianapolis, IN

Independent Consultant Software Engineer Database Engineer

Asovi LLC Indianapolis, IN

Team Lead – Technical Consultants

SBC Dallas, TX

Team Lead – Applications Development

EDS Ft Wayne, IN and Lake Orion, MI

Systems Engineer

Education

Bachelor of Science in Accounting, Minor in Computer Science

Grace College, Winona Lake, IN

Electronic Data Systems (EDS), Systems Engineering Development Program, Ft Wayne, IN

Relevant Coursework: 3 Phase Program with Emphasis in Software Development Life Cycles, and

Technical Training using C and PLI

Professional Development

Certifications

Information Technology Infrastructure Library (ITIL) V3 Foundation Certification

ServiceNow Certified System Administrator

Training

ServiceNow Scripting (2018)

Orchestration and ServiceNow Service Portal (2017)

ServiceNow Service Mapping

Technical Skills

Programming Languages and Mainframe

SQL (Stored Process and SQL Queries), Visual Basic, C, C++, UNIX Shell Scripting, Batch Files, COBOL, PLI, JCL

Software and Applications

ServiceNow, CA ITSM, Lawson, Crystal Reports, Microsoft Great Plains, Microsoft CRM, Kronos, AAOD, Microsoft Office, Proprietary Company Software (SBC, EDS), inCase Tool

Database

Microsoft SQL Server, Oracle, and Microsoft Access

Platforms

Microsoft Windows, HP UNIX, Mainframe MVS-TSO, Citrix

Methodologies and Standard Procedures

Electronic Data Systems (EDS) System Life Cycle, Capability Maturity Model Integration (CMMI), Agile and Proprietary Application Development Standards

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