Customer Service System Administrator
Resume:
QUINCY A. JONES
Silver Spring, MD 301-***-****
*********@*****.***
Public Trust Tier 4
Technical Skills
Strong problem-solving skills
Excellent organizational and time management skills
Strong customer service orientation and commitment
Self-motivated with ability to work both independently and as part of a team
Knowledge of ITIL terminology
Specialty knowledge in two or more areas of ServiceNow including: Complex flow/workflow design, creation, and troubleshooting; Domain Separation; ITSM; Other ServiceNow Modules
Proficiency working with Executive level staff.
Server 2008 R2/20016 Active Directory
Microsoft Windows 7; Microsoft Windows 8.1/10; Microsoft Office 2010/2013/Office 365
Analytical and critical thinker
Imaging and Refreshing
TCP/IP and WAN
Extensive knowledge of multiple Agile frameworks; Scrum, SAFe, Kanban.
Strong in agile transformation and Agile sustainment for both experienced and new agile teams
Well-versed in version control tools such as SharePoint, User Stories, Product backlog, Spring backlog
Configured and maintained Oracle Data Guard to control primary and standby databases and to ensure disaster recovery using various data protection modes.
Implemented oracle 10g/11g active standby database for test database environment and configuring snapshot and active Data Guard from physical standby, using tool like Data-Guard broker, SQL command line, and oracle enterprise management.
Experience in Setup, configuring and installing virtual machine for oracle databases.
Experience in tuning database and memory components for optimal performance using AWR, ADDM and ASH reports.
Created databases & database objects like table, index, table space,
Installing Oracle patches, Migration of database across releases.
Applying Patches, Critical Patch Update/Patch Set update and One-off Patches using OPatch.
Providing database administrative support and 24x7 on call support for production and development.
Education and Certifications
•B.S. information Technology, AME University, Monrovia, Liberia.
•Security +(plus)
•AWS Certified Developer
•OCA: Oracle Database 11g Administrator Certified Associate
•Oracle SQL Certified
•Certified Scrum Master
•Certified ServiceNow System Administrator
Professional Experience
AmeriCorps (GDIT), Washington DC 03/ 2021- Present
ServiceNow System Administrator
Designs and modifies Request, Incident, and Change Management workflows and other applications and services for ServiceNow Fulfiller groups.
Develops and maintains workflows for major incident management. Builds and maintains business rules, forms, lists, user interface components and scripts, tables, menus, and access control lists.
Manage Knowledge Base for Technicians and Self-Service Portal.
Assist IT Management in the development of SLA definitions for system uptime and incident response time.
Interacts with the system vendor to perform routine system updates, version upgrades, and other maintenance and troubleshoot system issues.
Maintains configuration management database (CMDB) and the processes for discovering configuration items (CI) that are ingested in the CMDB.
Facilitates ServiceNow system integration with third-party software when required.
Development of Service catalog, which includes creating new catalog items, designing workflows, and catalog portal page customization.
Participates in planning and execution of any ServiceNow based initiatives for the organization. Conducts needs assessments, identifies requirements, evaluates, and provides recommendations for business units requesting to establish service request management as well as other ServiceNow modules.
Works with IT project managers, developers, and business analysts to design and develop solutions to address business needs.
Follows best practice guidelines and procedures as needed for administering the ServiceNow platform.
Serves as the primary point of contact for all support issues related to the ServiceNow platform.
Interacts well with team members and communicates effectively with our internal customers, IT personnel, and management.
Documents processes and procedures for system management and writing and updating department procedures and desk aids related to the ServiceNow system.
Creates system reports for management's review to improve service processes and efficiencies.
Acts as an escalation point for Service Desk to troubleshoot technical issues related to the ServiceNow platform.
Accomplishes individual and departmental goals and objectives.
Wilson Sonsini Washington, DC 07/ 2018- 03/ 2021
ServiceNow System Administrator
Using a self-hosted ServiceNow solution, design and implement the user controls and policies.
Setup, support and maintain ServiceNow platform and applications.
Configure and customize ServiceNow workflows and notifications for all ServiceNow modules including ITSM.
Participate in design review with other team members.
Prepare requirement specifications and design documents to include process workflows, self-service components, and user on-boarding.
Contribute to user management process, usage, data-security, and policy compliance in ServiceNow.
Participate in service delivery process discussions and facilitate needed ServiceNow customizations, configurations, and dashboards to support the delivery process.
Document content for ServiceNow customizations, workflows, and usage
Act as a single point of contact for ServiceNow operations, application(s) health, database backup and recovery
Troubleshoot and remediate availability, access controls and other operational issues.
Create and configure Notifications, UI pages, UI Macros, Script Includes, Formatters
Create, maintain, and enhance future connections between ServiceNow and other systems.
Build workflows from service owner requirements including requests, request items and tasks.
Design and build integrations and process automation using ServiceNow Orchestration
Install and utilize MID servers, web services, email, and other relevant technology to integrate tools with the ServiceNow platform.
Create views and reports as needed to illustrate service performance and demonstrate business value.
Anne Arundel Dermatology, MD 06/2015 06/2018
Jr. Oracle DBA*Contract
Created new databases/instances on 10g/11g RAC and single instances using customized scripts, DBCA.
Up-grading of single instance databases from 10.2.0.4 to 11.2.0.3 on Linux
Responsible for using Flashback query mechanism along with automatic undo management.
Implemented Data Guard with maximum availability and performance configurations for production databases.
Administered and monitored over 75 databases both on 10g/11g on prod/test/dev environments.
Administering Oracle Databases 10g/11g of sizes ranging from 100GB to 2.5TB
Involved in migrating applications from Solaris 10g/11g to Linux 11.2.0.3 using Transportable Tablespace, RMAN Convert.
Worked on Active data guard and snapshot DataGuard, Failover and Switchover cases.
Applied Bug fixes patches, Quarterly Security Patches for RAC and non-RAC servers for issues when upgrading, DR switchover testing.
Oracle Enterprise manager to manage oracle databases.
Implementing Data pump, conventional export/import utility of Oracle 11g, 10g for re-organizing Databases/Schemas/Tables to improve the performance.
Created new databases/instances on 10g/11g single instances using customized scripts, DBCA.
Monitoring the CPU, memory usage, I/O contention on servers using top, iostat, Sar, glance, vmstat etc.
Designed daily, weekly Backup and Recovery procedures for production, non- production databases using RMAN backups taking. Periodic Complete cumulative and differential Incremental Backups.
Data Refresh/Cloning from Production environment to setup QA/ DEV using RMAN Duplicate.
Intensively used latest 10g/11g Automatic Workload Repository (AWR) & Automatic Database Diagnostic Monitoring (ADDM) reports for the health check of the databases and used the notification tool to send the alerts in OEM Grid Control.
Scheduled UNIX scripts in crontab jobs to automate daily tasks like backups, monitoring the alert logs, backup logs, cleaning the old archive logs, old log files, tablespace monitoring to send notification emails.
Export/Import, Data pump, Transportable tablespaces to migrate databases from one database to another.
Oracle Database monitoring, troubleshoot, resolve the issues, monitoring alert log, trace files.
Achieved optimized performance for the databases by rebuilding indexes, on tables and indexes.
Baltimore County public School Baltimore, MD 03/14- 5/2015
Desktop Support TECH 2
Serve as the first point of contact for customers seeking technical assistance over the phone or email.
Using Active Directory to managed users, groups, and policies. Creating Domains and domain controllers to managed computers and printers.
Experience in wiping and reconfiguring laptops (resources off-boarding)
Experience in installing and configuring new laptops as per agency standards.
Experience in troubleshooting user problems in Operating system, development software, remote support software, security, and anti-virus software.
Installation and configuration of desktop computers, laptops, printers, VPN, Scanner, peripheral equipment, and software.
Provided maintenance of PC systems images using tools such as pixel boot, TeamViewer and SCCM for remote connection and deployment. These tools are used for image creation, updates, backup, and system deployment.
Troubleshot, diagnosed, and resolved of all PC support issues including but not limited to hardware failures, operating system errors, software compatibility issues, and network connectivity.
Built, configured, and installed new desktops and laptops using Windows 10 operating systems.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Using ServiceNow ticketing system to address user tickets regarding hardware, software, and networking.
Determine the best solution based on the issue and details provided by customers.
Walk the customer through the problem-solving process.
Direct unresolved issues to the next level of support personnel.
Provide accurate information on IT products or services.
Record events and problems and their resolution in logs.
Follow-up and update customer status and information.
Pass on any feedback or suggestions by customers to the appropriate internal team.
Identify and suggest possible improvements on procedures.
Wholistic Service INC Washington, DC 11/ 2012- 02/2014
IT SUPPORT SPECIALIST
Tested and Deployed Windows 10 Image on supported laptop and desktop including setting up network printers.
Perform new user hardware setup, imaging, re-imaging, relocations and reclaims.
Provides remote and onsite help desk and other related support, displaying excellent customer service skills.
Using Active Directory to managed users, groups, and policies. Creating Domains and domain controllers to managed computers and printers.
Perform Installs and configures desktop computers, laptops, printers, peripheral equipment, and software.
Using Freshdesk ticketing system to address user tickets regarding hardware, software, and networking.
Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Develop help sheets and knowledge base articles for end users.
Performs repairs, software updates and service as needed related to the troubleshooting of computer equipment.
Setup and deploy computers, phones, and network printers.
Migrated User profiles from Windows 7 to Windows 10 operating system using the MDT process.
Creating, Testing, and Deploying Windows 10 Image using SCCM tools on supported laptop and desktop.
Installed requested application/s on the user machine.
Worked directly with end-users pre- and post-deployment to resolve any issues pertaining to the migration process.
Implemented proactive monitoring using Tuning Pack, Diagnostics Pack, and STATSPACK, SQL Trace & TKPROF, EXPLAIN PLAN.
Database monitoring/maintenance, replication process and performance tuning are done using OEM (Oracle Enterprise Manager.
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