Ethel “Denise” Morrison

“ServiceNow Specialist”

**** *** ******* ***

Princeton (Dallas), TX 75407

571-***-****

SUMMARY:

Has extensive experience in designing, building, implementing workflows, update sets and service catalog in ServiceNow.

Has created outbound REST messages to obtain information from Websites.

Has trained users and managers on creating incidents, tasks, requests and reports in ServiceNow and has great communication skills which gives her the ability to understand and translate information between multiple ServiceNow positions on a team.

Extremely motivated and committed to her work which makes her an asset to any company.

Recent Accomplishments

Completed implementation of ServiceNow Core modules (Incident, Request, Service Catalog, CMS Site Content and Knowledge Management).

Developed stories, completed requirements gathering and developed sprints under the first Release for a government agency.

Built several dashboards to aid Team Leads in performance reporting.

Completed ServiceNow LDAP integration via Mid Server utilizing transformation maps for data loading into ServiceNow from Active Directory.

Also worked to configure SCCM integration for Asset Management implementation.

EDUCATION AND OTHER CERTIFICATIONS:

Associate of Science

Microsoft Office Specialist 2013

HDI Support Center Certification

RELEVANT CERTIFICATIONS/TRAININGS:

ServiceNow System Administrator

ITIL v3 Foundations

SKILL SUMMARY:

Strong customer service, documentation and problem solving skills

Experienced in ServiceNow Implementation and Administration

Exceptional interpersonal skills, focused on rapport-building, listening and questioning skills

Ability to multi-task and follow-up, prioritize and manage time, work independently as well as team member

SOFTWARE:

Service Now; Microsoft Windows 7, 8, 10; Microsoft Office 2010/2013 (Access, Excel, Lync, Outlook, PowerPoint, Publisher, Visio, Word); Lotus Notes 8.5, 8.5.2; Citrix Metaframe, SSL VPN, Windows Remote Tools; SCCM, Active Directory, Remedy and HEAT Helpdesk Tools, BES Blackberry Administration and GOOD email support.

EMPLOYMENT HISTORY:

Collabera, Dallas, TX May 2018 – January 2019

ServiceNow Administrator

Contractor for Santander Consumer USA

ServiceNow Kingston version

Compile numerous reports/dashboards for daily reporting

Assisted admin team in constructing scoped application for APM team consisting of several forms, workflows and automated requests.

Create record producers, associated forms and workflows

Trained analysts on proposed changes to Change Management CAB process

Add and maintain configuration items as well as reporting within the Configuration Management Database (CMDB)

Apidel Technologies, Contractor for IBM Corporation San Antonio, TX Jul 2017 – May 2018

ServiceNow Administrator

Configure and test ongoing changes/updates in ServiceNow (Istanbul version)

Agile methodologies: Requirements compiled into stories, releases and sprints; daily SCRUM meetings to communicate and assess progress.

Implement Change Management module in ServiceNowt

Promotion of stories/defects into production and non-production environments

Design/Build/Implement Workflows, Approval steps and Notifications

Configured Inbound and Outbound email actions in ServiceNow

Working knowledge of Update Sets and Service Catalog design and item creation

Run reports and configure service level agreements (SLAs)

Create and maintain ServiceNow KnowledgeBase articles

User/Group creation, maintenance and security via Roles in ServiceNow

YnL Consulting, Contractor for Tesoro Corporation, San Antonio, TX Mar 2017 – Jul 2017

ServiceNow Administrator

Configure and test ongoing changes/updates in ServiceNow (Helsinki version)

Build and administer reports and custom dashboards in ServiceNow

Implement Change Management module in ServiceNow

Has created outbound REST messages to obtain information from Websites.

Build custom applications to meet the needs of various departments (HRIS, GRC, SAP, etc.)

Add and maintain configuration items within the Configuration Management Database (CMDB)

Experienced in requirements gathering, building stories and sprints for Enhancements

Design/Build/Implement Workflows, Approval steps and Notifications

Configured Inbound and Outbound email actions in ServiceNow

Working knowledge of Update Sets and Service Catalog design and item creation

Compiled and designed Customer Service Portal

Knowledge of Business Rules, UI Policies, Client Scripts, ACLs and Application Development

Train users/managers on creating incidents, tasks, requests and reports in ServiceNow

User/Group creation, maintenance and security via Roles in ServiceNow

22nd Century Technologies, Oak Ridge, TN Jan 2016 – Mar 2017

ServiceNow Administrator,Contractor for Dept of Energy/Office of Science – Oak Ridge, TN Federal Building

Transition Service Desk from JIRA to ServiceNow

Upgrade ServiceNow from Fuji to Geneva to Helsinki

Build and administer reports and custom dashboards in ServiceNow

Experienced in requirements gathering, building stories and sprints for Releases

Configure and test changes/updates in ServiceNow

Design/Build/Implement Workflows, Approval steps and Notifications

Configured Inbound and Outbound email actions in ServiceNow

Working knowledge of Update Sets and Service Catalog design and item creation

Compiled and designed custom user forms as well as Customer Service Portal

Knowledge of Business Rules, UI Policies, Client Scripts, ACLs and Application Development

Create and maintain ServiceNow KnowledgeBase articles

Run reports, configure service level agreements (SLAs) and perform instance branding and customization (CMS)

Train users/managers on creating incidents, tasks, requests and reports in ServiceNow

User/Group creation, maintenance and security via Roles in ServiceNow

Memorial University Medical Center, Savannah, GA Apr 2014 – Jan 2016

ServiceNow Admin/Helpdesk Analyst

Administer the ServiceNow web-based system

Build and administer reports in ServiceNow

Configure and test changes/updates in ServiceNow

Design/Build/Implement Workflows, Notifications, Update Sets and Service Catalogs in ServiceNow

Create and maintain ServiceNow KnowledgeBase articles

Train users/managers on creating incidents, tasks, requests and reports in ServiceNow

User/Group creation, maintenace and security via Roles in ServiceNow

Outlook and Microsoft Office 2010/2013 advanced-level support

User maintenance via Active Directory

Support/troubleshoot desktops, laptops, wireless, LAN and remote secure connections

Diagnose, troubleshoot and resolve issues over the phone and email in a fast paced-dynamic environment

Centurylink, Inc (previously Savvis, Ciber) Sep 08 - Jan 14

Helpdesk Analyst Tier 1 & 2

CIBER, Inc. was acquired by SAVVIS, Inc. and SAVVIS merged with Centurylink

Assigned to International Finance Corporation

Lotus Notes 8.5.2 and Microsoft Office 2010/2012 advanced-level support

User and computer maintenance via Active Directory

Remedy ticketing system with Right Answers knowledgebase

Create accounts, support and troubleshoot for Blackberry, iPhone and iPad users

Diagnose, troubleshoot and resolve issues over the phone, email and instant messenger in a fast paced-dynamic environment

Document all pertinent end user identification information as well as the nature of problem or issue

Lotus Notes, MS Office and other specialized software support

Kelly IT Resources, Houston, TX Apr 07 – Sep 08

Solution Analyst (Helpdesk)

Assigned to Baker Hughes Incorporated

First and second level support team to over 1000 domestic and international users

Averaged 40 – 60 helpdesk tickets per day with over 75% First Call Resolution rate

User/Group creation and maintenance as well as software allocation via Active Directory

Support/troubleshoot desktops, laptops, printers, Blackberry devices wireless LAN and remote connections

Software support and installs including Outlook, MS Office Suite and Specialized Proprietary programs

Aggreko, LLC, New Iberia, LA Aug 06 – Mar 07

Service & Delivery Analyst (Helpdesk)

First and second level support to over 1000 in-house and remote users

HEAT Helpdesk ticketing system

User/Group creation and maintenance via Active Directory

Support/troubleshoot provided for desktops, laptops, printers, VOIP, wireless, LAN connections and Blackberry

Software support including Outlook, VPN, VNC, MS Office Suite and Citrix Metaframe

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