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ServiceNow and competing COTS

Saint Paul, Minnesota, United States
October 31, 2016

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Marcel Antonio

**** ******* *** * *** *** Naples FL 34108 Cell: 239-***-**** SR. INFORMATION TECHNOLOGY SPECIALIST

Senior Information Technology Specialist with extensive experience installing, configuring, optimizing and administrating best-of-breed Commercial-Off-The-Shelf (COTS) software. I specialize in logical and physical design, programming, validation, testing and supporting all ITIL compliant products sold by HP, IBM, BMC Software and SaaS vendors including SalesForce and ServiceNow. Additional proficiencies in other COTS software including, Oracle 7X, 8i, 9i/10g, 11g, 12c, MS-SQL Server, DB2, Sybase, MySQL, JDBC, MS-Office, Open Office, Apache Web Server, WebLogic, Glassfish, HP Service Manager, HP uCMDB, Java, XML, Windows, Linux and Unix Operating Systems. Best-of-Breed COTS proficiencies include:

ServiceNow (versions Dublin, Eureka, Fuji,

Geneva & Helsinki)

BMC Remedy AR System Server versions 2.X to 9.X

BMC Atrium CMDB versions 1.X to 9.X

BMC Change Management versions 1.X to 9.X

BMC Asset Management versions 1.X to 9.X

BMC Help Desk versions 1.X to 6.X

BMC Incident Management versions 7.0.X to 9.X

BMC Problem Management versions 7.0.X to 9.X

BMC Service Level Management versions 5.X to 9.X

BMC Service Level Management versions 5.X to 9.X

BMC ADDM v7.X to v8.X

BMC ADDM v7.X to v9.X

BMC Dashboards for BSM v7.6.03

BMC Analytics v7.6.04

BMC Capacity Optimization v4.X to v9.X

BMC SmartIT & MyIT & Smart Reporting

SAP Business Objects XI v3.X - v4.X

HP Service Manager v8.X - 10.X

HP Change Control Manager v8.X - 10.X

HP Asset Manager v8.X - 10.X

HP Service Request Catalog v8.X - 10.X

HP uCMDB v8.X - 10.X

HP Configuration Management System v10.X


Northrop Grumman

Sr. Information Technology Specialist

12/2015 – Present

I advise and consult with Northrop Grumman's Federal client in the use of ServiceNow. I elicit requirements, document existing business processes. I describe and promote ITIL best practices. I recommend options for physical and logical design based on client business requirements and budgetary constraints. I describe more economical and efficient processes to use in the delivery of IT support throughout our client's business units. Key duties:

Using ITIL v3 precepts and recommendations I apply technology and techniques to improve the operational effectiveness or efficiency of specific IT processes and their associated applications. I ascertain business requirements, design technical plans, implement, configure, and if required, customize ServiceNow products, including Incident, Problem, Request, Service and Service Catalog, CMDB and ServiceNow’s Discovery Tool to meet NG's Federal client's business requirements. Key activities:

Configuration and customization of the ServiceNow system, including analyzing current business processes and creating new workflows to better support core ServiceNow applications, including Incident, Problem, Asset and Change Management using industry and ITIL best practices

Build service catalog objects from customer requirements including service offerings, service definition, and fulfillment tasks using workflows to manage data flows from the customer to the support teams providing the service

Use interpreted programming languages and ServiceNow functionality to create scripts to automate role based tasks done in ServiceNow


Develop integrations and interfaces with other existing tools, e.g., Network Node Management, Data Analytics, Reporting toolsets

Gather specifications from the IT department and deliver a product or release that meets required needs

Create requirements definitions and technical specifications documentation

Load, manipulate, and maintain data between ServiceNow environments or between ServiceNow and other external data stores

Work with IT managers to generate views and ServiceNow reports as needed

Analyze and document user requirements and current procedures in order to improve system capabilities, automate process workflows and address scheduling limitations throughout the development and delivery of the ServiceNow roadmap

Perform systems integration testing with sample and valid data

Mentor on-site junior administrators and developers

Attend daily Agile sessions. Participate in Scrum sprints Symantec

Sr. Principal ServiceNow Engineer

11/2013 – 2/2015

I advise and consult with clients internal to Symantec in the use of ServiceNow. I elicit requirements, document existing business processes while promoting ITIL best practices. I recommend options for physical and logical design based on client business requirements. I describe and implement economical and efficient processes to use in the delivery of IT support throughout their Symantec business units. Key activities:

Prepare ServiceNow instances for configuration per client business requirements and ServiceNow best practice and recommendations

Move update sets in and out of ServiceNow instances located in different environments (i.e., production, development)

Create and/or configure users, groups and roles

Create and/or configure workflows, reports, and various ServiceNow plug-ins

Move data in and out of a ServiceNow instance using import sets and data maps

Create and personalize forms and fields for the various roles and groups to target company requirements

Define Service Level Agreements, notifications, and reports

Consult the ServiceNow wiki for solutions, workarounds and additional information

Devise security controls by using native ServiceNow security logic to create contextual security controls

Configure Service Catalog

Integrate ServiceNow with other COTSS and open source applications

Process cloning requests and support requests to ServiceNow 3

BMC Software

Sr. Principal Consultant

12/2007 – 03/2013

Key activities:

As an objective and unaffiliated consultant I analyzed poorly designed and error producing BSM and ITSM systems at behest of a major energy producer and its prime IT service provider, IBM.

Consulted and advised SPAWAR, NCTAMS LANT, NCTAMS PAC on physical and logical design for a Highly-Available and scalable BSM and ITSM solution for the war-fighter and for those who support him using HP products.

Consulted and advised U. S. Department of Justice, U. S. Department of Agriculture, U. S. Department of Interior on physical and logical design for a Highly-Available and scalable BSM and IT Service Management solution using HP products.

Consulted, advised and supported with partner consultants and partner project managers on large-scale projects or at projects requiring rapid remediation of poor system design or poor system performance.

Conducted training workshops for one or even all of the applications that comprise a best-of-breed IT Service Management product suite

Verizon Business

System Architect

12/2005 to 11/2007

I single-handedly designed, installed and configured all physical and logical assets which comprised a Highly- Available and scalable ITSM solution for the U. S. Department of the Interior Key notes:

Identified and documented business requirements. I recommended appropriate hardware and software assets to use for the ITSM build.

Installed and configured http, application, and database hardware.

Installed and configured http, application, and database software.

Configured Oracle IAS, Remedy ITSM 7.0X, and Oracle Database software.

Wrote technical and user documentation.

Collaborated with other vendors and consultants to integrate USDOI ESM with several Verizon proprietary legacy network management applications via Web Services.

Integrated ESM with other Best-of-Breed commercial software.

Primary liaison for Verizon to USDOI

Trained USDOI personnel who would serve as trainers for the greater USDOI user community. SECURITY CLEARANCE

Secret and Top Secret 2003 to 2013

Public Trust Active



George Mason University, Fairfax VA 6/1984 to 12/1988 ServiceNow Administration I & II

ServiceNow Implementation Bootcamp

Administrating Action Request System for Windows/NT Administrating Action Request System for Unix

Administrating ARWeb

Advanced Micromuse Netcool Administration & Design Siebel eBusiness Suite Advanced Development & Administration Sun Solaris 7 Administration I

Sun Solaris 7 Administration II

Sun Java Workshop

Architecting and Designing J2EE Applications

Upgrading BMC Remedy ITSM to 7.6.04 Best Practice

BMC ProactiveNet Performance Management v8X

BMC Capacity Optimization v8X

ITIL v3 Foundation Certified

Antonio, Marcel


ITIL Foundation

17 Apr 2008


ATO BMC Software


Commendation from James Billington, Librarian of Congress On-the-Spot Cash awards from Library of Congress

Performance bonuses from Seneca Corporation

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