ROBERT J. KELLEY

*** ************ ***** *** *******, Texas 78245

Cell: 210-***-**** E-mail: ad08q0@r.postjobfree.com

US Citizen

SUMMARY:

Over 20+ years’ experiences as a Consultant Implementing and or upgrading ITSM, IT Asset Management, UCMDB, IT Problem Management, IT Request Management using Peregrine Systems, InfoMan (Mainframe) system, Tivoli Service Desk, Remedy, Heat, ServiceNow or whatever Software that was used at the time for support Desk. The companies include: USAA San Antonio Texas Peregrine ServiceCenter (Mainframe) 1.4 upgraded to ServiceCenter 2.1 Windows NT (1999)

I was able to update the Portal page using Designer tile on the Service Portal Configuration page by adding to the portal page layout container. I added a container to a page by dragging a container from the Layouts to the page and populated graphics and a link. The company also want a backdrop displaying the ThedaCare Logo. Using the branding editor, I applied the company's background to the portal including logo, background, and changed the color scheme,

ServiceNow Architect for Central Health Contracted Through IDR Consulting = ServiceNow Utah,

I was able to update the Portal page using Designer tile on the Service Portal Configuration page by adding to the portal page layout container. I applied the company's logo Central Health to the portal and changed the color scheme.

Qualification:

Microsoft Certified Systems Engineer

Service Desk Management Training

Micro Focus Service Manager 9.41

Micro Focus Service Manager 9.60 upgrade

ServiceNow on-line training

ServiceNow System Administration

ServiceNow Developer

ServiceNow Architect

SOFTWARE SKILLS

Microsoft SQL Server

HTML

Java Script

ServiceNow System Administration

ServiceNow Asset Management HAM

ServiceNow Asset Management SAM

ServiceNow Developer

ServiceNow Architect

ACHIEVEMENTS:

Meritoriously Promoted to Sergeant (USMC)

Spirit Award Southwest Airlines

President’s Award Southwest Airlines (Southwest Highest Achievement Award) (5% Bonus)

Several awards for Micro Focus / HPE Support

Letter of Achievement from USAA for support (15% Bonus)

Award from Intellect in Recognition of Outstanding Performance (5% Bonus)

EXPERIENCE

Consultant ServiceNow Architect for Central Health

Contracted Through IDR Consulting. United States April 2023 – August 2023

Worked on ServiceNow as a Consultant at Central Health. Worked on and developed

Catalogs Using ServiceNow Flow Designer to develop update to Request License Software Requests and On-boarding Requests and Termination Catalog.

Skills: ServiceNow Custom Development · ServiceNow Administration · ServiceNow Discovery · CMDB configuration · JavaScript.

Adding new Service Catalog Items and Custom scripts.

ServiceNow for Evergreen – HealthCare Partners

Contracted to ThedaCare Inc. United States Nov 2022 – April 2023

Consultant ServiceNow Architect

Worked on ServiceNow as a Consultant at Evergreen - for ThedaCare Inc.

Integrations between ServiceNow and SolarWinds network monitoring Integration’s. Worked on ServiceNow and CMDB. Integration’s between ServiceNow and SolarWinds.

Skills: ServiceNow Custom Development · ServiceNow Administration · ServiceNow Discovery · CMDB configuration · JavaScript.

Adding new Service Catalog Items and Custom scripts.

ServiceNow Flexera Consultant at IBM - MUFG Union Bank

United States

Consultant ServiceNow Architect Jun 2022 – Oct - 2022

Work on ServiceNow and Flexera as a Consultant at IBM - for MUFG Union Bank.

Integration’s between ServiceNow and Flexera. Worked on ServiceNow and Flexera as a Consultant at IBM - for MUFG Union Bank. Integration’s between ServiceNow and Flexera.

Skills: Flexera Development · ServiceNow Administration · ServiceNow Discovery · CMDB configuration · JavaScript and Screen design ServiceNow.

Allscripts Systems Engineer

Allscripts Healthcare US LP · Nov 2021 – May 2022

LP Sr. Systems Engineer-Integrations

Responsibilities:

Responsible for installing, implementing, configuring, tailoring, and updating Go-Anywhere technology tools, including documentation, training, and collaboration with other groups. Responsible for overseeing integrations with other tools and collaboration with other groups and their tools such as RabbitMQ and several JavaScript’s.

IBM Global Support for XcelEnergy, Minneapolis, Minnesota Dec. 2020 – Oct. 2021

Consultant ServiceNow Architect /Service Manager SME / ServiceNow uCMDB

Responsibilities:

Under general direction, responsible for overseeing Micro Focus Technology tools that include management of the Service Request Catalog and all modules of Service Manager and Configuration Management tool.

Responsible for installing, implementing, configuring, tailoring, and updating Micro Focus technology tools, including documentation, training, and collaboration with other groups. Responsible for overseeing integrations with other tools and collaboration with other groups and their tools

Migration if all Micro Focus SM Modules from SM9.40 to SM9.60 using codeless Process Designer

Setup and implement Smart Analytics server to work with Knowledge articles

Implement Horizontal Scaled Servers Connecting to Smart Analytics

Setup Service Request Catalog (SRC) and helped migrate to ServiceNow

Integration from Micro Focus Service Manager 9.60 to ServiceNow uCMDB

Developed JavaScript to automatically build up scream and Down Stream records for Configuration Management and ServiceNow Asset Management.

Navy Federal Credit Union, Consultant Fairfax, VA 22030 Oct. 2018 – Sept. 2020

Consultant ServiceNow Architect /Service Manager SME

Configuration Management tool. Flexera DBNA, integration to ServiceNow

ServiceNow “uCMDB” Asset Manager.

Installed components and activate the ServiceNow mapping to configure the Service mapping needed to install more components and activate the ServiceNow Service mapping.

Used service mapping is to discover all the application services NFCU organization.

Used Service mapping to build the comprehensive mapping to all the devices, networking services, application configuration, servers, and profile management in the application services.

The ServiceNow service mapping depends on a connection between software devices and service applications so the service mapping in ServiceNow will be stored in the CMDB table (cmdb_ci_service_discovered).

Responsible for overseeing integrations with other tools and collaboration with other groups and them maintain Service Manager 9.40. Under general direction, responsible for overseeing ITSM Micro Focus Technology tools that include management of the Service Request Catalog and all integrations to ServiceNow Request Management Workflows.

Support for include management of the ServiceNow IT Operations Automation tool set.

Responsible for overseeing integrations with other tools and collaboration with other groups.

Migration if all ServiceNow Modules using codeless Process Designer

Setup and implement Smart Analytics server to work with Knowledge articles

Implement Horizontal Scaled Servers Connecting to Smart Analytics

Service Request Catalog (SRC) Developed JavaScript to automatically build upstream and downstream records for Configuration Management Data Base and assisted migration to ServiceNow.

Assisted development for Change Management to update Configuration Management with outage.

IBM Global Support for XcelEnergy, Minneapolis, Minnesota March. 2018 – Oct. 2018

Consultant ServiceNow Architect /Service Manager SME

Responsibilities:

Under general direction, responsible for overseeing Micro Focus Technology tools that include management of the Service Request Catalog and all modules of Service Manager and Configuration Management tool.

Responsible for installing, implementing, configuring, tailoring and updating Micro Focus technology tools, including documentation, training and collaboration with other groups. Responsible for overseeing integrations with other tools and collaboration with other groups and their tools

Setup and implement Smart Analytics server to work with Knowledge articles

Implement Horizontal Scaled Servers Connecting to Smart Analytics

Setup Service Request Catalog (SRC)

Integration to Micro Focus uCMDB to Micro Focus Service Manager 9.60

Developed JavaScript to automatically build up scream and Down Stream records for Configuration Management.

Assisted development for ServiceNow Change Management to update Configuration Management with outage times when closing Change. Modified ServiceNow Request Management Screens and built Workflows to use new Features. Added JavaScript to used new WorkFlows.

Upgraded ServiceNow and assisted with SN unloads reintegration. Enhanced Screen design to use new ServiceNow features Imported data into ServiceNow Asset Management.

Iwanowski Computer Services, Wyomissing, Pennsylvania Sept. 2017 – Nov. 2017

Consultant Systems Engineer /HP Service Manager SME

Responsibilities:

Working with Customer on requirements

Tailoring enhancements and support of testing activities

Assistance in testing by building test scripts

Upgrade activities

Highmark Health, Pittsburgh, Pennsylvania May. 2016 – August 2017

Consultant Systems Engineer /HP Service Manager SME

Responsibilities:

Under general direction, responsible for overseeing ITSM HP Technology tools that include management of the Service Request Catalog and all modules of Service Manager and Configuration Management tool.

Responsible for installing, implementing, configuring, tailoring and updating ITSM technology tools, including documentation, training and collaboration with other groups. Responsible for overseeing integrations with other tools and collaboration with other groups and their tools

Migration if all HPSM Modules from SM9.31 to SM9.41 using codeless Process Designer

Setup and implement Smart Analytics server to work with Knowledge articles

Implement Horizontal Scaled Servers Connecting to Smart Analytics

Setup Service Request Catalog (SRC)

Support for include management of the HPE Operations Orchestration (OO) tool set.

Integration to HPE uCMDB to HPE Service Manager 9.41

Developed JavaScript to automatically build up scream and Down Stream records for Configuration Management. Assisted development for Change Management to update CMDB.

Hewlett Packard Enterprise Services, Houston, TX Mar. 2015 – April 2016

Consultant Systems Engineer / HP Service Manager SME IV

Responsibilities:

Under general direction, responsible for overseeing ITSM HPE Technology tools that include management of the Service Request Catalog and all modules of Service Manager and Configuration Management tool.

Responsible for installing, implementing, configuring, tailoring and maintaining ITSM technology tools, including documentation, training and collaboration with other groups.

Responsible for overseeing integrations with other tools and collaboration with other groups and their tools.

Preparing to upgrade to HPE Service Manager 9.41

Custom Integrations using several tools such as Java Script, Visual Basic 6, Microsoft.net, VB Scripting, Perl for migration to HPE Configuration Database for Professional Services L3

Several awards for Micro Focus / HPE Support

Apex Systems LLC, Denver Colorado Jan. 2015 – Feb. 2015

HP Service Manager Solutions Architect

Responsibilities:

Under general direction, responsible for overseeing ITSM HP Technology tools that include management of the Service Request Catalog and all modules of Service Manager and Configuration Management tool. Responsible for installing, implementing, configuring, tailoring and maintaining ITSM technology tools, including documentation, training and collaboration with other groups.

The SR Solution Architect will lead and documenting the technical design, tool support/management processes, procedures and maintenance/upgrade plans. This role works with the Director of IT

Service Management and various process owners/stakeholders on polices for tool use as well as expanding feature functionality over time.

The SR Solution Architect is responsible for designing, developing and supporting necessary customizations.

Nationwide Services Company, Columbus, OH Nov. 2009 – Nov 2014

Senior Consultant Systems Engineer IV Implementer

Responsibilities:

Contracted to build several Enhancements to the HP ServiceCenter implementation and fix errors that were present in the CTI Integration that with built with Visual Basic 6.

Building the Request Management module to replace old legacy applications and maintain the stably of the environment.

Built patch interface for Java Based Softphone switch Telephony using New Visual Basic 6 to open SC new ticket screen and populated data in Interaction from Visual Basic 6 to new Interaction screen.

Preparing to upgrade HP ServiceCenter 6.2 to Service Manager 9.3.1

Massive JavaScript development with over 10,000 lines and over 300 Service Requests developed using Request Management Module.

Built the Reporting Database and worked with Reporting team to Crystal Reporting Server to build a standard set of reports that are scheduled to be sent via email that cover operating d

Built demo for HPE Operations Orchestration (HPOO) for Nationwide.

Federal Express, Hudson, OH June 2009 – Nov 2009

Senior Consultant Systems Engineer III Implementer

Responsibilities:

Contracted to help with the Peregrine where the previous developer left off with the upgrade to ServiceCenter and utilize Oracle 10.

Integrate with HP Connect-It & HP OpenView. This implementation is it using notification with Lotus Notes. This was a very custom upgrade where there are over 300 Perl scripts & over 50 Oracle triggers

Developed several custom reports using Perl and a Excel plugin to query tables, build spreadsheets and send to Managers

Updated Perl scripts to include plugin for Excel to send Reports from Perl from Configuration Data.

Updated Perl scripts to include email send to Blackberry for approval for Manager for Configuration data purchase.

Updated very custom code for JCube scanner to allow barcode reader of Configuration Data for Inventory of Configuration data

AmerisourceBergen, TX Feb. 2009 – June 2009

Consultant HP Service Manager 7.1

Responsibilities:

Contracted as there Senior HP Service Manager 7.x developer where we upgrading from HP Service Manager 7.0.0 to HP Service Manager 7.0.1 for part of the company and then upgrading from ServiceCenter 5.0 & HP Service Manager 7.0.1 completely to HP Service Manager 7.1.0.

Built the integration to import from external sources to import data from supporting tables using Connect-it and Perl Scripts and setting up shell scripts to schedule Perl script imports. This implementation was very close to an out-of-the-box implementation using Best Practices form ITIL.

Northrop Grumman, Lafayette, CO Dec. 2007 – Dec. 2008

Senior Consultant Systems Implementer

Responsibilities:

Contracted as their Peregrine Development Manager where we completed the update from ServiceCenter 4.0 to ServiceCenter 6.1.4.

Built the integration to import from external sources to import & create Incidents tickets.

Contracted to build an import integrate to HP ServiceCenter 6.1 from Altiris data using HP Connect-It 8.0.

Modify the HP Configuration Management screens to meet Northrop Grumman requirements.

Developed .NET user interface to manage Requests and reports

Nationwide Services Company, Columbus, OH Aug. 2007 – Apr. 2008

Senior Consultant Systems Implementer

Responsibilities:

Contracted to upgrade nationwide help-desk software from their current Peregrine ServiceCenter 5.1 system to Peregrine ServiceCenter 6.2.4 and utilize Oracle 10.

Implement the ITIL processes built within ServiceCenter where we rolled out Service

Management, Incident Management, Problem Management, Change Management, Request Management and Knowledge Management.

Integrate with Connect-It 3.6 and integrate ServiceCenter SCAuto for HP OpenView.

Implementation using notification with Lotus Notes.

FirstEnergy, Inc., Akron, OH Aug. 2006 – Jun. 2007

Senior Consultant Systems Implementer

Responsibilities:

Contracted to upgrade FirstEnergy’s helpdesk software from their current Peregrine ServiceCenter 5.0 system to Peregrine ServiceCenter 6.1.4.0 and utilize Oracle 10.

Directed to implement the ITIL process built within ServiceCenter and to integrate with Peregrine

Desktop Integration (PDI) with Connect-It 3.6 and integrate HP ServiceCenter SCAuto for OpenView. Implemented AssetCenter 4.4 with ServiceCenter and SAP. This implementation is to have a complete CMDB using AssetCenter 4.4 and the primary database

Publix Super Markets Inc. Lakeland, FL Jun. 2005 – Jul. 2006

Senior Peregrine Systems Implementer

Responsibilities:

Contracted to upgrade Publix help-desk software from their current InfoMan (Mainframe) system to Peregrine ServiceCenter 6.1.3.0 and utilize Microsoft SQL Server 2000

Directed to implement the ITIL process built within ServiceCenter and to integrate with CA Unicenter TNG by using ServiceCenter SCAuto for Unicenter TNG.

Process will open over 600 tickets from Unicenter & OPS/MVS per month. ServiceCenter 6.1.3.0 will be installed on a Windows 2003 server.

Completed integration with SCAuto for Unicenter TNG to automate the opening of tickets in ServiceCenter for server problems. ServiceCenter 6.1.3.0 will be installed on a Windows 2003 server and the ServiceCenter Web 6.1.3.0 client is installed on a WebSphere 5.0 server.

Developed several Shell Scripts to scheduler data migration

Award from Intellect in Recognition of Outstanding Performance (5% Bonus)

Fort Sam Houston, San Antonio, TX Mar. 2001 – May 2005

Senior Systems Engineer III

Responsibilities:

Developed and supported several client/server Help-desk applications as support for the US Army.

Developing custom integration between the US Army billing and ServiceCenter along with systems support

Extensive experience with Access, Visual Basic, SQL2000, Oracle 8.x - 9.x, and Crystal Reports with the ServiceCenter development tools

Complexity in modifications to Service Management, Change Management and Problem Management using Forms Designer, Format Control.

Lead developer during an upgrade from ServiceCenter 3.0, 4.0, 5, 5.1, 6.0.

Implemented Peregrine AssetCenter 4.3 at Fort Sam Houston where the procurement and contracts module have replaced a manual process with state-of-the-art technology.

Several Visual Basic applications to be called from ServiceCenter and run SQL Storied Procedures to updated external tools.

Extensive experience with Peregrine Systems ServiceCenter, UNIX, and Windows 98/NT/2000/2003 XP Platforms

USAA San Antonio, TX Feb. 1999 – Nov. 2001

IT Systems Programmer

Responsibilities:

Developed and supported several client/server Help-desk Visual Basic applications as support of over 2000 users. Developed 11 different Visual Basic applications to screen scrape the Mainframe screen and populate the ServiceCenter 2.1 call screen with data to identify the caller by employee number and Military Rank which allowed the support person to address the caller by their Rank.

Troubleshooting hardware and software problems by phone or in person if necessary

Experience with UNIX, MVS, Novell, DOS, and Windows 9x/NT/2000/XP Platforms.

Extensive knowledge of the Computer Telephony Integration (CTI) applications

The primary contact & developer for this interface where customized it to meet customer needs.

Developed special tools to test and troubleshoot this interface.

Telephony Integration is used in ServiceCenter 2.1 and below with the windows client only.

Letter of Achievement from USAA for support (15% Bonus)

SOUTHWEST AIRLINES, San Antonio, TX Nov. 1983 – Feb. 1999

Senior Workforce Systems Specialist

Responsibilities:

I was the Architect and Developer for a client/server administrative program for 9 Reservation Call Centers of over 600 employees in each center.

Troubleshooting hardware and software problems by phone or in person if necessary 15 years.

Experience with UNIX, Novell, DOS, Windows Platforms, C++, D-base 4.0, Access, Visual Basic, QuickBasic, SQL Server, Clipper 5, Unix Shell Scripts, Batch file scripts

Spirit Award Southwest Airlines

President’s Award Southwest Airlines (Southwest Highest Achievement Award) (5% Bonus)

References:

Sarah Siegert - National Account Director Artech

Email: ad08q0@r.postjobfree.com

Website: www.artech.com

Sarah has been my hiring manager for all the different accounts for IBM:

IBM Global Support for Xcel Energy 2 times: (March. 2018 – Oct. 2018) & (Dec. 2020 – Oct. 2021)

IBM - MUFG Union Bank: (June 2022 – Oct 2022)

Cell: 563-***-****

Brittney Souza - Consultant Engagement Director

Brittney has been my manager for Evergreen Healthcare Partners

Email: ad08q0@r.postjobfree.com

Cell: 408-***-****

Ryan Pustilnik - Navy Federal Credit Union, Consultant Fairfax, VA

Lead Technical Recruiter ALTA IT SERVICES

Email: ad08q0@r.postjobfree.com

9210 Corporate Blvd. Suite 200

Rockville, MD 20850

Cell:410-***-****

Contact this candidate