Business Analyst Support Technician

Chenelle A. Stewart

404-***-**** *******.********@*****.***

https://www.linkedin.com/in/chenellestewart

IT professional and trained computer technician with demonstrated ability to integrate communication skills, experience and related education to exceed technical, business, customer requirements and overall company goals. Professionally trained A+, Network+ and MCTS certified. Committed and motivated employee focused on the success of the team, the solutions, the company and its values, while maintaining individual success.

TECHNICAL SKILLS

Windows NT4.0/2000/XP/7

Linux / Unix

Microsoft Office

ServiceNow Administration

ServiceNow Development

Hardware/Software installation

Network protocols and standards

Microsoft networking

Desktop systems

Set-up users and policies

Active Directory

Network implementation

Install, configure, upgrade and troubleshoot vendor neutral systems

Component repair

OS Fundamentals

Perform post installation configuration

Troubleshooting

TCP/IP configuration

Preventative system maintenance and support

Install and configure client operating systems, servers

Understanding of development, networking, security and business concepts

Diagnosing software and hardware problems

TECHNICAL TRAINING AND CERTIFICATIONS

New Horizons Computer Learning Centers, Durham, NC

Current certifications: CompTIA A+, CompTIA Network+ and MCTS: Windows 7 Configuration

Additional certifications upon completion: MCTS: Windows Server 2008 Network Infrastructure Configuration and MCITP: Windows 7 Enterprise Desktop Support Technician

TECHNICAL EXPERIENCE

Blue Cross Blue Shield of NC Feb 2018 – April 2023

Principal Technical Service Owner – ServiceNow

Team Lead responsible for making sure the developers achieved goals that contributed to the growth of the organization.

Trained the organization on release changes and new ServiceNow versions as well as new employees, set team workloads, communicated with upper management to meet required deadlines

Monitored Subscription Management for ServiceNow licenses and capacity

Facilitated ServiceNow Projects for innovation and enhancements, new modules and configurations

Completed manual request tickets and fulfilled incident tickets

ServiceNow Technical Business Analyst / Admin / Dev

Performed day-to-day support and maintenance of the ServiceNow platform and associated applications

Lead daily scrum meetings and weekly sprint reviews

Built and configured ServiceNow modules or applications

Created, configured and troubleshooted Forms, Workflows, Interfaces, Business Rules, UI Policies, UI Actions, Client Scripts, ACLs, Notifications, UI pages, UI Macros, Script Includes, Formatters, etc.

Formulated and developed per requirements; requests, request items and tasks using workflows to manage data flows from the customer to the support teams providing the service

Helped train users on different modules

Lead tool development efforts and serve as primary contact for upgrades, maintenance and patching.

Championed efforts to maintain ServiceNow industry best practices and maintain system compliance.

Followed internal change management process to deploy update sets.

Wipro / Cisco Sept 2017 - Oct 2017

ServiceNow Administrator/ Develop

Implemented Latest versions, for ITSM applications.

HAM and SAM process implementations

Developed ServiceNow software solutions using JavaScript, Jelly, one or more Web Services, MYSQL, XML, HTML and CSS

Provided requested enhancements to existing ServiceNow applications

Developed and delivered customized portal web pages in ServiceNow using Bootstrap and AngularJS JavaScript framework

Worked with functional and admin teams to deliver automated workflow solutions in ServiceNow

Advanced scripting of business rules, UI Policies, Client Scripts, ACLs, Workflow Activities, etc.

Helped with 3rd party software integrations with ServiceNow

Used Integrations Mechanism using WebServices, SOAP, REST.

Facilitated and supported the rollout of new application and enhancements in ServiceNow

Walt Disney World Corporate Office Oct 2015 - Apr 2017

ServiceNow Developer / Business Technical Analyst

Created and developed new catalog items using a custom or standard workflow

Assisted as a business analyst to gather the variables and requirements for new catalog items

Created UI Policies / Business Rules / UI Actions, notification templates, custom fields, workflows and activities

Used Java scripting to create catalog client scripts and business rules for the catalog items and record producers

Exported and imported xml records for routing rules, update sets and SLAs

Set up ServiceNow reports for metrics a d audit purposes

Upgraded and fixed ServiceNow enhancements

HCL-America

ServiceNow Developer /Administrator May 2015 - Aug 2015

Created UI Policies / Business Rules / UI Actions, notification templates, custom fields, workflows and activities

Customized ServiceNow applications, service catalogs, able to build and migrate reports, create new modules

Handled configurations, change, request, incident, problem, knowledge, demand, and workforce management

Used working knowledge of Active Directory, LDAP and SSO(Single Sign On) integration

Used scripting tools and ServiceNow functionality, create script to automate routine tasks being done in ServiceNow

Developed and created catalog items and record producers for automatic workflows

Upgraded clone ServiceNow Instances

Corrected any issues with the employee's ServiceNow accounts, update, fix, unlock accounts

Branch Banking and Trust (BB&T) Wilson,NC Mar 2012 - April 2015

ServiceNow Developer/Administrator

Implemented and train users on the ServiceNow (Enterprise IT Cloud Company) platform for IT requests

Received specifications from the IT department and delivers a product/release that meets the needs presented

Loaded, manipulate and maintain data between ServiceNow and other systems

Created Visio workflows to build automate and implement the flows in ServiceNow while UAT Testing for success

Researched and deployed new releases and enhancements into the ServiceNow live environment from update sets

Performed System and integration testing with sample/live data with the supporting services team

Created appropriate activities and assign to person or business unit within IT to complete service requests (Voice, PC, DPO, etc)

Used scripting tools and ServiceNow functionality, create script to automate routine tasks being done in ServiceNow

Monitored health, usage and overall compliance of the application

Developed and created catalog item and record producers for automatic workflows

Upgraded clone ServiceNow Instances

Created UI Policies / Business Rules / UI Actions, notification templates, custom fields, workflows and activities

Customized ServiceNow applications, service catalogs, able to build and migrate reports

Handled general updates and configuration changes/requests

Possessed working knowledge of Active Directory, LDAP and SSO(Single Sign On) integration

Defined and implemented Service Level Agreements (SLAs) and OLAs

Worked with Incident Mgmt, Problem Mgmt, Change Mgmt, Request Mgmt and Knowledge Mgmt

Created appropriate activities and assign to person or business unit within IT to complete service requests (Voice, PC, DPO) Discovery/Configuration Management(CMDB), BSM Map/CI Relationships

STS International at Cisco, RTP, NC Oct 2011 - Mar 2012

IT Analyst

Responsible for recommending and implementing new technical solutions for Cisco employees

Responsible for system and user administration for the entire organization using Windows, Linux, and Unix OS

Responsible for end-to-end support of a small but complex network located in multiple locations

supporting local and remote users

Managed deployment, administration, and support for corporate servers/desktops

Fielded incoming help requests from end users, access and install appropriate upgrades, patches, drivers, etc.

Identified and learn appropriate software and hardware used and supported by the organization

Used Remedy Ticketing System to document resolved or pending issues.

Performed hands-on fixes, including software/ hardware install and upgrade, implementing file

backups, and configuring systems and applications Provided advanced troubleshooting and remediation

Junxure, Raleigh, NC Sept 2011 - Oct 2011

Technical Support Specialist – Internship

Provided client support and technical issue resolution via E-Mail, phone and other electronic medium.

Installed Junxure’s CRM software on client’s servers and workstations

Configured software to connect to Internet application servers.

Provided training to clients in the use of system and applications as related to Internet.

Obtained general understanding of OS and application operations related to company offered services.

Identified and correct or advise, on operational issues in client computer systems.

Performed creation of new accounts using company provide software tools.

ADDITIONAL WORK EXPERIENCE

Straight Gate Holiness Church, Nashville, NC Mar 2006 – 2014

Volunteer – System Administrator

Troubleshoot, diagnose and repair systems and software issues

Provide periodic system and network maintenance including virus scans

Set-up Cisco routers and configure laptops and PCs to network specifications

Perform maintenance on copier and fax machines

Upgrade and install system hardware

Order and replace parts for printers

RBC Bank, Rocky Mount, NC Dec 2003 - Jan 2006

System Service Analyst

Provided troubleshooting, analysis and resolution to technical problems for RBC Banks’ established networks

Performed hourly system checks of RBC Bank’s websites, servers and Cisco routers

Detected and solved issues with ATMs, VPNs and other devices virtually or physically

Served as a technical specialist for network problems and emergencies

Escalated issues and dispatched technicians when necessary

Monitored batch flow process and documented all issues into the shift report

Assisted personnel from other departments acting as a computer resource

Connectinc., Battleboro, NC Oct 2009 - Mar 2010

WIA Program Assistant

Transferred and imported new clients in the system for follow-up services and printed out monthly mailings

Documented client case notes on a monthly basis to track new employment, job retention and career advancement

Created ECS wage checks, performed job searches and documented telephone and address changes

Dislocated Worked Call Center Representative

Created job search plans and developed job readiness strategies

Emphasized family maintenance and the importance of family support systems

Introduced workers to career paths and training opportunities for better employment situations

RBC Bank, Rocky Mount, NC Mar 2008 - Nov 2009

Lending Service Officer II

Reviewed commercial loans for accuracy and created general ledger tickets

Approved centralized funding request for deposits into DDA accounts

Matched and reconciled loan documents and filed into proper stations

Jim Walter Homes, Rocky Mount, NC Dec 2007 - Feb 2008

Sales Counselor

Counseled and helped customers in the process of purchasing a home

Requested court checks, financial documents and required credit checks

Showed and described model homes to home buyers based on their search criteria

Trained new hires within company guidelines and procedures

Headway Corporate Resources, Tarboro, NC Sept 2007 - Nov 2007

Recruiter

Interviewed, screened and recruited job applicants to fill open job requisitions

Provided information on company facilities and job opportunities

Performed reference and background checks on applicants

MBM Corporation, Rocky Mount, NC Sept 2006 - Aug 2007

Accounts Payable/Vendor Credit Specialist

Compiled, batched, and processed invoices for Darden Restaurants

Printed and mailed out checks to restaurant vendors for payment

Processed credits for vendor product return and approved authorizations

EDUCATION AND ADDITIONAL CERTIFICATION

Upper Room Theological Seminary, Fayetteville, NC – Doctorate – Humanitarianism

New Horizon Computer Learning Center, Durham, NC– Systems Administrator Degree

Barton College, Wilson, NC - Coursework in Pre-Law and Liberal Arts

Nash Community College, Rocky Mount, NC - Notary Public of NC Certificate – Department of the Secretary of State

Northern Nash Senior High School, Rocky Mount, NC - College Preparation – High School Diploma

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