IT Professional

IT professional with **+ years of experience in CMDB, ServiceNow, and IT Asset Management (ITAM). Skilled in process documentation, business analysis, and ITSM tool configuration, with proven expertise in ServiceNow Discovery, Common Service Data Model (CSDM), and optimizing configuration management processes. Certified in ITIL, with deep knowledge of asset lifecycle management and the integration of ITSM/ITAM frameworks.

TECHNICAL SKILLS

ITSM (ServiceNow) ITIL v3/v4 Business Analysis

Project Management Change/Incident/Problem Management Process Documentation

CMDB/CSDM Asset/Configuration Management Agile methodologies

BI Reporting & Dashboards MS Office (Excel, Visio, PowerPoint) SQL Query writing

Data Insights Technical Writing Technical Leadership

Remote Team Management Collaboration Tools (SharePoint, Zoom) Process Automation

PROFESSIONAL EXPERIENCE

ITSM Configuration Manager – First American Santa Ana, CA 04/2023 – 11/2023

• Managed remote initiatives to enhance ServiceNow CMDB data integrity through comprehensive governance processes, ensuring alignment with Common Service Data Model (CSDM) best practices.

• Conducted ServiceNow Discovery tuning and scheduling improvements, enhancing visibility across both network and cloud infrastructure, utilizing MID Server clusters for optimal performance.

• Led data certification audits and ServiceNow reporting analytics to drive actionable insights and deliver continuous CMDB optimization for senior management.

• Developed and implemented process improvements and workflows based on data analysis, with a focus on change management integration with Configuration Management.

• Provided remote mentorship to team members, promoting adherence to configuration management standards and driving CMDB data accuracy.

ITAM Configuration Analyst – Milestone Santa Ana, CA 11/2022 – 04/2023

• Collaborated closely with CMDB stakeholders and business units to optimize ServiceNow Discovery schedules, ensuring real-time accuracy in IT asset data.

• Delivered key strategic enhancements to Service Catalog dashboards, improving data completeness and the overall user experience by streamlining asset-related data visibility.

• Applied advanced data analysis methodologies to improve CSDM compliance, supporting the creation of standardized IT asset management models.

• Provided expert-level guidance on ServiceNow CMDB reporting and CSDM adoption, facilitating alignment with global data governance standards.

ITSM Configuration Manager - Santander Consumer USA Dallas, TX 09/2018 – 11/2022

• Led cross-functional efforts to maintain a highly reliable ServiceNow CMDB, incorporating CSDM principles to ensure IT asset accuracy and alignment with evolving business needs.

• Enhanced ServiceNow Discovery processes by collaborating with data owners to optimize CI schedules and ensure accurate discovery of IT assets across hybrid environments.

• Directed the implementation of CI form enhancements, improving CMDB data entry processes and overall data quality across the platform.

• Managed certification and audit programs for CMDB, addressing data gaps, duplicate records, and compliance issues, resulting in significant improvements in data trustworthiness.

• Provided ServiceNow reporting and dashboard training for internal teams, driving increased user proficiency and enhancing overall system utilization.

ServiceNow Business Analyst, AVP – Citigroup Irving, TX 11/2016 – 08/2018

• Spearheaded a high-performing global team of analysts, focusing on CMDB governance and ServiceNow Discovery initiatives to ensure accurate IT asset visibility and reporting.

• Developed and implemented comprehensive training programs and documentation on ServiceNow modules, including CSDM, Discovery, and Change Management, driving both efficiency and adherence to best practices across teams.

• Leveraged expertise in multiple ServiceNow modules to design targeted training for end users and stakeholders, optimizing process adoption for CMDB management, Discovery schedules, and IT asset data integrity.

• Served as an escalation point for complex CMDB and Discovery issues, conducting root cause analysis and collaborating with technical teams to implement swift, data-driven resolutions.

• Continuously assessed team workflows and recommended process enhancements, including the integration of RPA-based automation to streamline repetitive tasks, boosting overall productivity and system efficiency.

ServiceNow Administrator – Citigroup Irving, TX 08/2013 - 11/2016

• Resolved Incident and Request tickets, managing approvals and implementations.

• Analyzed and troubleshot data feed issues between ServiceNow and external sources.

• Troubleshot CMDB issues with development team, performing bulk updates via onboarding.

• Tested enhancements and fixes across DEV, UAT, and PROD environments.

• Administered SharePoint site for data quality team, updating documents and permissions.

Network Change Engineer – Citigroup Irving, TX 09/2007 - 08/2013

• Performed network changes, migrations, and routing updates for global network devices.

• Coordinated with vendors on testing and upgrades to WAN circuits.

• Updated VLANs and switch port configurations.

Infrastructure Engineer – EDS / HP Fort Worth, TX 05/2005 - 08/2007

• Planned, designed, and implemented Cisco network infrastructures for American Airlines sites worldwide.

• Provided infrastructure support for new business requests, creating network diagrams and updating documentation.

• Installed and managed LAN connectivity and network devices, including Cisco routers and switches.

• Collaborated with American Airlines teams, telco carriers, and vendors to analyze and provide network solutions.

• Managed migration from SITA frame-relay and token ring networks to MPLS, saving the company over $30k annually.

• Configured Cisco routers and switches using various routing protocols.

• Assigned IP addresses for over 250 end users across multiple sites.

EDUCATION

• Bachelor of Science in Computer Science, University of North Texas, Denton, Texas

• Associate of Science, Richland College, Dallas, Texas

CERTIFICATIONS

• ServiceNow IT Leadership Professional Certificate

• Certified ScrumMaster (CSM)

• ITIL Certified in IT Service Management

• ITIL Certified in IT Service Transition

• Cisco Certified Network Professional (CCNP)

• CompTIA A+ Certified

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