Sam Smith

Summary:

Have about *+ years of experience in IT Infrastructure management with experience in various IT implementation frameworks which includes ServiceNow, BMC Remedy and HP Service Manager Etc. This includes the Development, Administration and Consulting.

Web application development using Java, Java scripting, Jelly Scripting, Angular JS, Bootstrap, JSP, spring and Hibernate.

Excellent experience with modules like Incident, Problem, Change, Knowledge, Service Catalogs or SRMS, Discovery CMDB or ADDM CMDB, Hardware Asset management, Time Card, Test Management, ServiceWatch, Createnow, Performance Analytics etc.

Strong experience in working on the ITIL Process Configuration like Incident and Problem Management, Knowledge Management, Reporting, Gauges in ServiceNow

Hands on experience in creating the custom Applications, Modules in ServiceNow

Extensive experience in implementation of Business Rules, Data Dictionary, UI Actions, UI Policies, Client Scripts and Validations Scriptsin ServiceNow

Experience in configuring the SLAs for various ITIL processes as per the client requirements

Experience in migrating between various environments in ServiceNow using Update Sets

Experience in loading data into ServiceNow using Import Sets.

Experience in configuring Discovery Schedules and Worked on Discovery and set up mid servers and check for the connectivity.

Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow

Experience in integrating ServiceNow with DynaTrace, BMC Remedy, External Web Services, LDAP Server Altris, SCCM, LDAP, Active Directory and Salesforce.

Experience in designing, configuring and customization of forms for various ITIL processes,

Experience in configuring email notifications in ServiceNow, UI Pages, UI Macro, Scheduled Jobs, Script Includes, Events

Experience in working with Access Controls, Workflow, User Administration in ServiceNow

Functional knowledge and implementation experience of ITSM frameworks

Experience in creating reports in ServiceNow and schedule the report generation in ServiceNow

Experience in cloning between various environments in ServiceNow

Strong knowledge in all phases of Software Development Life Cycle (SDLC) for enterprise applications

Strong experience in working in various software development practices like Waterfall, Agile.

Technical Skills:

ITSM Tools

ServiceNow, BMC Remedy, ITSM Suites (CA Service Manager, Managenow), HP Service Manager.

Programming Languages

Java, C, C#, HTML, XML, JavaScript, SQL

J2EE

JSP, Servlets, Struts, Spring, Hibernate, JNDI, JMS

Scripting Libraries

JQuery, Java Script, Apache Jelly, Angular, Knockout

Databases

SQL Server 2012, Oracle 11g

Web Technologies

HTML 5, CSS, ASP.NET, Web Services, WCF, MVC, REST Web API

Application Servers

IIS 6, Apache Tomcat, Weblogic

Work Experience

Amdocs, MO July 2015- Till Date

ServiceNow Developer

Roles and Responsibilities:

Worked on auditing and archiving of the applications and forms.

Worked on change management, problem management and asset management.

Customizing ITSM application and creating and validating tickets in different ITIL processes.

Responsible for creation and maintaining of groups and permissions for users.

Involved in Service-Now Discovery Planning, implementation and Administration.

Incident management and problem management activities.

Reviewing SLA performance and recommend corrective action.

To follow up on escalations and issues with clients and management.

Worked on Service Catalog and implemented new functionality using Business Rules, UI Policies, and Access Lists etc.

Designing of Content Management System which involved layout, CSS and Service Catalog work.

Utilized the Service Now Service Catalog for users to create Service Requests and Service Items.

Worked on integrating ServiceNow with external SOAP and REST based web services.

Planning & executing Windows/Unix, Network Discovery through SNOW Discovery

Day to Day Discovery & troubleshooting Tasks

Managing CMDB like manual upload data(Import data) from Excel sheet

Export reports from CMDB as per requirement

Working on Tickets assigned related to Discovery & CMDB.

Implement Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports

Change management:

Develop, document and publish Change Management process and functions

Analyze change records to determine any trends or potential problems.

Reviewing change requests for completeness and accuracy.

Working with service providers to schedule changes.

Assisting in the preparation, facilitation, documentation, and communication related to weekly and ad hoc Change Management meetings.

Problem management:

Perform root cause analysis.

Investigation and follow-up for permanent fix of the problem.

Follow-up on tickets being raised regularly for re-occurring incidents.

Service Now Platform Administration:

Deliver ServiceNow configuration and enhancement requests

Implement and manage Incident, Problem, Knowledge, 4 Custom Applications, Self Service Portal / Service Catalog, Change, Configuration (CMDB), Asset Management, LDAP/Active Directory integration, scheduled imports and reports

Delivered reporting and data from ServiceNow to business and IT users.

Environment: ServiceNow (Geneva),ServiceNow (Fuji), JavaScript, HTML, SOAP/XML, SQL Server, Mid Server, Agile, Windows 7.

PayPal, Timonium, MD Apr 2014 – June 2015

ServiceNow Developer/Admin

Roles and Responsibilities:

Experienced in the analysis, development and automation of various ITSM processes including Incident Management, Change Management, Asset Management, Service Request, Configuration Management including setup and configuration of MID Server and Configuration Item Discovery.

Software configuration/ customization including UI customization, workflow administration, data imports, custom scripting, implementing new functionality, homepage customization.

User Interface - Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI Actions, View Rules, Welcome Page Content, Map Pages and other UI elements for ServiceNow modules.

Created new Business Rules/Script Includes/Client catalog script/Client Script.

System Properties - My Company, UI, CSS, System, Email, Approval, LDAP, Application, Security, Users, and Groups.

ServiceNow application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports.

Manage system configurations, gather and document user and process requirements, develop workflow customizations, and support quality assurance teams.

Perform core configuration tasks.

Exporting and importing data in XML files.

Establish and interact with the configuration management database (CMDB), and manage data with import sets, update sets and transform maps.

Document business requirements/ process and build solutions.

Modified Operational/Production/Resolution Categorization structure per Customer desired work flow

Environment: ServiceNow, Java Script, JSON, JQuery, Web Services, SOAP, SQL, XML, Angular JS, Windows 7.

XO Communications, TX Jan 2012–Mar2014

ServiceNow Developer/Admin

Roles and Responsibilities:

Assisting client implementing the MSP (managed service provider) instance for Service-Now and domain separation for Service-Now instances.

Working with client and functional requirements within service now.

Facilitating rollout of new applications and modules.

Worked with windows team, network team and asset team in order to check for the data collected through discovery are accurate.

Design and implement new functionality using business rules, UI policies, and access lists etc.

Service catalog and request workflow design and configuration.

Created various workflows for Incident Management, Change Management, Service Requests and SLA's.

The service we also provide to clients is a semi managed service for administering their service desks that has been implemented. This includes various administration tasks within service desk software.

Created buttons and context menus both on form and lists using UI actions.

Designed many email templates by using html and jelly scripting and used them in notifications

Created new business rules/script includes/client catalog script/client script.

Configured chat functionality for service desk ticketing queue.

Created transform maps for importing CMDB data.

Written script includes and invoked them in business rules and client scripts

Imported many CI’s using import set tables

Imported active directory to service now using data sources.

Created data sources and loaded the Service-Now tables with different data formats

Created transform maps both automatic field mapping and scripting.

Also worked on asset management and loaded the data into it.

Integrated fire eye tool with service-now using email integration i.e. Inbound actions scripting.

Worked on the integration of service now with Siebel, integrated service catalog and incident module.

Used JMS integration to fulfill this requirement, worked on scheduled jobs and mid server script includes to fulfill the requirements.

Environment: ServiceNow, XML, HTML, Windows 7, CSS, AJAX.

Delta Airlines, GA Oct 2009 – Dec 2011

Remedy Developer

Roles and Responsibilities:

Administer application data daily, process queries and reports as requested by users and monitor server logs to ensure that all system transactions are processed correctly

Monitor progress of the work tasks and process daily, weekly and monthly reports.

Assist in the gathering of requirements, preparation of technical assessments; provide technical support, training and administration.

Perform local customizations and system enhancements necessary to meet organization's business needs.

Manage Remedy accounts and roles, process access requests.

Create and manage user documentation and provide one-on-one user assistance as necessary

General administrative support

Independently recognize and diagnose problems, exercise judgment in arriving at logical conclusion, and follow-through with timely action

Make necessary arrangements for travel, including carrier and hotel reservations, and notify organizations and officials to be visited. Prepare requests for travel and calculate and prepare travel vouchers upon completion of travel.

Screen personal visitors and telephone calls and personally assume responsibility for answering non-technical inquiries and securing requested information

Receive and review all material submitted for signature for procedural, grammatical, and typographical accuracy.

Skills Used

Detail oriented

Maintenance of computer/electronic and hardcopy record files

Ability to quickly learn technical information

Ability to meet deadlines and help others meet them

Organize and assign work tasks: Emergency, Priority and Routine.

Introduce new procedures and policies month to month bases

Ability to multitask, prioritize, and develop schedules

Daily usage of Computer, FAX, Telephone, Copier

Preparing and delivering a presentation

Network, System and organization administration

Environment: Remedy ARS 7.6.04/8.1, Remedy Migrator 5.0,Remedy Import 7.6.04,XML

United Health Group, TX April 2008 – Oct2009

Remedy Developer

Roles and Responsibilities:

Install the Remedy OOBox 764 Application in Dev/Syst Environment,

Configuration of OOBox integrations Asset to CMDB, Change Management to CMDB, Import Access Database data, Create Profiles, and External

Integrations, Import the Data into Asset Management Classes for the GPM and

Create relationship between asset and its components.

Develop interfaces to enhance customized forms and user friendly interface for STIP-EM to manage the updates.

Integrate and Develop Reports Modules using Cognos/Crystal.

Development of New Modules for the Change control Team using ITIL standards and protocols.

Maintain current Server - Administration work

Performance tuning of the current applications.

Help the team in resolving any major issues.

Configuration and setup of Email Engine, installation on different remedy Servers (Development / Sys-test/ Production), upgrades, customize the module according to the needs Remedy Servers etc.

Support both SMA and MTA Remedy Applications for remediation of daily issues and remediation of any ongoing issues with resolution.

Update document on a need basis.

Provide a bridge between SMA and MTA application for integration needs.

Environment: Remedy ARS 7.6.04/8.1, Remedy Migrator 5.0, Remedy Import 7.6.04, Remedy Helpdesk Application7.x,Unix, MS SQL Server 2005, Crystal Reports 9.1, XML.

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