CHADRICK A. BAKER

Atlanta, Georgia

334-***-**** ade19g@r.postjobfree.com

OBJECTIVE: Seeking a position in the technology field that provides me an opportunity to contribute my educational skills, background, and abilities for the advancement of the company.

SKILLS

●ServiceNow

●Knowledge Management

●Events and Notifications Management

●Self Service Portal

●Service Level Management

●Service Catalog and Service Request Management

●Microsoft Azure B2C

●Red Hat Enterprise Linux 5.3

●Oracle WebLogic Server Administration

●Oracle WebLogic Server 11g

●NetBeans IDE 7.0

●Toad for Oracle 9.6.1

●Cygwin

●ITSM Suite

●Knowledge Management

●BMC Remedy and Knowledge Manager Developer

●BMC Remedy Migrator

●VMware vCenter Server 4.1.0

●vSphere Client 4.1.0

●BMC Remedy User

●BMC Developer Studio

●AlarmPoint Developer IDE

●JAVA; developing using java beans to receive and process data for a custom web application

●DBA and DB2; designing tables, XML

●Software Development; supporting SAP processes and applications within Human Resources Module

●Command & Data Center Operations; monitoring 3270 mainframe, tape library maintenance and network system

●Apache

●JavaScript

CERTIFICATIONS

ITIL Foundations v3 - (Information Technology Infrastructure Library)

EDUCATION

2009 Bachelor of Arts in Computer Science

Alabama State University, Montgomery, Alabama

WORK HISTORY

Fiserv, Alpharetta, Georgia

ServiceNow/Sr. Developer/Application/Administrator Engineer 01/2013-Present

●Performed Data migration of CI attributes for CMDB using Import sets

●Worked on Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports.

●Assist developing ITSM roadmap. Analyze and recommend emerging ITSM technologies that can provide benefit while reducing risk

●Integrated PCI third party compliance systems with ServiceNow

●Worked with IDP setup with 3rd party applications as well as CSM portal

●Monitors and maintains health, usage and data within ServiceNow environment

●Perform day to day administration of the ServiceNow tool, including making approved changes to process and work flows

●Experience with ServiceNow Portal configuration, configuration of Service Catalog forms and workflows

●Responsible for on call 24 hours a day for problem determination and resolution

●Schedule and maintain the cloning and patching for the platform

●Responsible to use analytical skills in order to investigate and find solutions to problems and improve processes

●Communicate and collaborate with team members, all stakeholders and end users

●Ability to dissect incidents as they relate to the ServiceNow platform to quickly triage

●Experience in multiple ServiceNow implementations and have developed custom applications

●Work with the implementation of the enterprise service management solution using ServiceNow and xMatters OnDemand for over 10,000 clients (Financial Institutions) and 26,000 associates. Facilitated the design and implementation of formalized Service Management processes based on the ITIL framework.

●Led the involving integration of ServiceNow with Microsoft Azure B2C for Clients, Microsoft Active Directory for Associates, Symantec Cloud Data Protection, and xMatters OnDemand..

●Implementing systems using the Agile/Scrum methodology

●Experience with scripting in ServiceNow (Business Rules, UI Pages, UI Macros, etc.)

Fiserv, Norcross, Georgia 01/2012-01/2014

Application/Sr. Software Engineer

●Assisted in the implemented an Outage Notification delivery solution within Remedy leveraging production email services which resulted in a heighted customer experience, increased performance and delivery of notification to an additional ~5500 clients that previously were not receiving them.

●Developed screens and workflow for the new Executive Management/Senior Leadership notifications redesign to streamline and reduce the # of notifications that went to those audiences.

●Top grade support to customers. Received very positive feedback from my peers and internal customers. Specifically around my quality of work, timely resolution of Incidents and regular communication throughout the various activities

●Implementation of performance enhancements to the Remedy & Alarmpoint across all lower and production environments.

●Taken advantage of every opportunity that presented itself to gain knowledge and improve skills as an Administrator. My initiative extends well beyond the role. I have driven some major architecture improvements and held engineering team accountable to following through to resolve a variety of technical debt related problems within the environment. Also set up Weblogic and Apache clustering

Fiserv, Norcross, Georgia 12/2011-2012

Software Developer

●Remedy Developer

●Improved the quality of the data imported from CRM into ITSM. This integration is responsible for enabling the Service Desk with the data needed to respond to clients in a timely manner and meet SLAs.

●Took the initiative to research, document, and executes the tasks necessary to install a critical server patch in the alpha, beta, lab, and cert environments. This patch eliminates memory leaks which are currently causing the production servers to crash.

●Work with the vender to implement clustering among the current manage serves

●Configured Apache to work with Weblogic clustering

●Used the Weblogic admin console to deploy the war files used to configure Remedy Mid-Tier services.

●Migrated code that was tested and validated in alpha using the BMC Remedy Migrator into beta and production.

●Work within a group setting to enhance the Remedy to AlarmPoint integration. These efforts have been tested and deployed to the production environment.

●Consistently met all project deadlines and client expectations.

●Build forms, active links, and filters using BMC Remedy 7.5.00 Patch 006 Developer. Help installed the Remedy Adapter 7.1.

●Learn and supported Knowledge Management application by maintaining and resolving open incidents.

●Applied knowledge of Java to perform backend remedy calls using NetBeans Developer tools

●Completed BMC Remedy AR System 7.6.04 training. Utilized the skills acquired in training to build the new Page to Bridge functionality. Giving the client one interface to notify associates of major outages and incidents.

●Work with an Oracle product called Toad to write scripts to delete duplicate Users via the Remedy system.

CGI, Troy, Alabama 07/2010- 12/2012

Consultant / Jr. Application Developer

●CACS ENTERPRISE SUPPORT AND DEVELOPER, INTERNAL 08/2010- 12/2012

●As an analyst, duties consisted of designing, implementing and testing required system modifications. As a developer, duties consisted of updating all CACS Enterprise code to reflect features added in the 8.2.2 release.

●Updated Java code using Rational Application Developer, and Eclipse

●Checkout and In programs using ClearCase, ClearQuest

●Work with data records and Compiled programs with Mainframe Express 3.0

Technical Environment: COBOL, JCL, JAVA, DB2/VSAM, Linux, SQL Developer

●Compile batch jobs in an Linux environment

●BI Training – (07/10 to 8/10)

●Business Intelligence Design and Implementation Fundamentals, SQL, PL/SQL, Unix/Linux OS Fundamentals, Introduction to Oracle Warehouse Builder, Oracle BI Tools and Publisher

●MainFrame Training – (02/11 to 3/11)

●Concepts of working in a mainframe environment and will include ten consecutive days of instructor led, hands-on training. The program consisted of the following training segments: TSO/ISPF, JCL, z/OS Utilities, COBOL Programming augmented with select advanced topics, Introduction to DB2, Introduction to CICS

●Java Training – (03/11 to 4/11)

● Reviewed Java language basics, and using composition and delegation to create objects from other objects

● Review inheritance and polymorphism, interfaces, their importance, and their uses

● Use interfaces to implement abstraction and used exceptions for error handling

● The basics of using JDBC and use it to access databases from Java

●Linux-

●Used Beyond Compare to compare the code changes from the detail design I created, also Loaded Sequential jobs for numerous of test days. Used MicroFocus in an Linux environment

FISERV, Norcross, Georgia 2009

IT Intern

●Command Center Operations monitoring and managing over 800,000 to a million financial transactions daily

●Studied application delivery, network management systems, maintaining the local network for the purpose of providing client/server application support, file and backup server and workstation support

●Completed SAP, Software Development, Capacity Planning, and Java training

●DBA, DB2, DML, SQL training which included collecting data, designing tables, and creating new objects

●Assisted in developing Java beans via JBuilder/Eclipse to retrieve and process data for a SAP web application

oManager Self Service (MSS) which automated HR processes for managers allowing them to initiate personnel actions from new hire, promotion to termination

●Captured client outage information into the Remedy Incident Module for resolution and reporting purposes

UNIVERSITY OF ALABAMA AT BIRMINGHAM, Birmingham, Alabama 2007/2008

Research Analyst (College Intern)

●Completed 8 workshops on advanced technical education preparation

●Studied Computer Network Security during the summers of 2007 and 2008

●Researched and presented Advanced C++ programming language to professors and passed with flying colors

AWARDS

●Received two awards at Fiserv from different types of management recognizing my performance and Quality

●Alabama State University School of Arts and Sciences Deans List 4 consecutive years

●President, Alabama Louis Stokes Alliance for Minority Participants (ASU)

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