It Service Delivery
Resume:
Professional summary
ServiceNow Administrator with over 16 years of comprehensive experience in IT, specializing in developing .Net applications, IT governance, and optimizing IT service delivery. Demonstrates an analytical mindset in diagnosing and resolving a wide range of hardware, software, and network issues, coupled with a proficiency in Visual Studio and Git. Eager to leverage expertise in IT service optimization and governance practices to enhance operational efficiency and cybersecurity posture in a dynamic work environment. Employment history
Mid-Continent Group Associate Application Developer Tulsa, OK Mar 2021 - Jan 2024
Spearheaded the development of .Net and .Net Core applications and web APIs, showcasing innovative thinking.
Applied analytical skills in object-oriented programming to design and implement efficient code. Collaborated enthusiastically with a cross-functional team to troubleshoot and debug applications, demonstrating supportive nature.
Exhibited proficiency in Visual Studio and Git, highlighting detail-focused approach. Made a significant impact on application performance, displaying a results-oriented mindset. Pioneered enhancements in app security, elevating user trust and data protection. IBM Support Analyst Tulsa, OK
Aug 2008 - Sep 2014
• Provide comprehensive technical support for a variety of systems, including Active Directory, IBM Series
(AS400), computer hardware, and networking issues.
• Diagnose and resolve issues related to Windows, Remedy, Mac OS, Linux, SAP, and ServiceNow.
• Support and troubleshoot IBM Series (AS400) systems, ensuring optimal functionality.
• Address hardware and software concerns, offering effective solutions to maintain smooth IT operations.
• Assist users with operating systems, including Windows, Mac OS, and Linux.
• Collaborate with teams to resolve complex technical problems and escalate issues when necessary.
• Ensure seamless IT service delivery by applying troubleshooting expertise to diverse platforms.
• Support key enterprise applications such as SAP and ServiceNow, contributing to their optimal performance.
• Utilize effective communication skills to interact with end-users and document support incidents.
• Maintain a customer-focused approach, ensuring user satisfaction through timely issue resolution. Eric Lusk
ServiceNow administrator
809 W. Fredericksburg St, Broken Arrow, 74011
*********@*****.***
Employment history
Mid-Continent Group Governance Specialist Tulsa, OK Oct 2014 - Mar 2021
Led the design and execution of IT governance frameworks, ensuring alignment with COBIT and ISO/IEC 27001 standards.
Spearheaded internal audits, ensuring adherence to regulatory mandates and industry norms. Devised and executed risk assessment strategies, mitigating potential IT system vulnerabilities. Developed and communicated IT governance policies, fostering a culture of compliance and risk awareness. Oversaw project governance, aligning IT initiatives with strategic business objectives. Education
Masters of Information Systems University of Phoenix Tulsa, OK May 2008 - Jun 2010
Skills
Assessment of information systems security,
procedures, and policies
Made recommendations to maintain SOX
compliance, demonstrating a commitment to
upholding regulatory standards
Design and implementation of innovative software
solutions using the .NET framework
Contribution to hands-on development projects
Orchestration of efficient workflows Optimization of IT service delivery Safeguarding privileged accounts Enhancing overall cybersecurity posture Ensured server and network configuration met
requirements of the software
Diagnosing and resolving hardware, software,
and network-related issues
Providing comprehensive technical support to
end-users
Analytical mindset for identifying root causes of
issues
Implementation of effective and timely solutions Working closely with IT teams and departments for issue escalation and resolution
Collaborative approach to problem-solving Creating and updating documentation for troubleshooting procedures
Maintaining knowledge base and user guides Providing guidance and training to end-users on software applications and technologies
Effective communication through various
channels, including phone, email, and chat
Clear documentation of support incidents and
resolutions in ticketing systems
Utilizing remote desktop tools for efficient
problem resolution
Installation, configuration, and maintenance of
computer hardware, software, and peripherals
Monitoring system performance and generating
reports on key performance indicators
Focused on developing .Net and .Net Core
applications and web APIs
Applied object-oriented programming principles
to design and implement efficient code
Collaborated with a cross-functional team to
troubleshoot and debug applications
Skills
Proficient in using Visual Studio and version
control systems like Git
Spearheaded the implementation and
management of IT governance frameworks,
including COBIT and ISO/IEC 27001
Conducted internal audits to ensure compliance
with established policies, regulatory
requirements, and industry standards
Managed risk assessment processes, identifying
and mitigating risks associated with IT processes
and systems
Developed and implemented IT policies and
procedures, aligning them with organizational
objectives
Led security governance practices, establishing
controls to safeguard information assets against
cybersecurity threats
Oversaw project governance, ensuring projects
aligned with strategic goals and complied with
established standards
Established key performance indicators (KPIs) to
measure and monitor the performance of IT
governance practices
Collaborated with stakeholders to convey IT
governance policies, procedures, and
requirements
Developed and delivered training programs to
increase awareness and understanding of IT
governance among employees
Conducted regular access reviews and enforced
security policies to mitigate potential risks
Collaborated with IT teams to integrate CyberArk
solutions into existing infrastructure
Provided training sessions to end-users on
secure privileged access practices
Provide comprehensive technical support for a
variety of systems, including Active Directory,
IBM Series (AS400), computer hardware, and
networking issues
Diagnose and resolve issues related to Windows,
Remedy, Mac OS, Linux, SAP, and ServiceNow
Support and troubleshoot IBM Series (AS400)
systems, ensuring optimal functionality
Address hardware and software concerns,
offering effective solutions to maintain smooth IT operations
Assist users with operating systems, including
Windows, Mac OS, and Linux
Collaborate with teams to resolve complex
technical problems and escalate issues when
necessary
Ensure seamless IT service delivery by applying
troubleshooting expertise to diverse platforms
Support key enterprise applications such as SAP
and ServiceNow, contributing to their optimal
performance
Utilize effective communication skills to interact with end-users and document support incidents
Maintain a customer-focused approach, ensuring
user satisfaction through timely issue resolution
Contact this candidate