Certified ServiceNow administrator Over Seven years of referable IT experience with recent three years on ServiceNow. Experience in the technical implementation of Incident Management, Problem Management, Change Management and Service Catalog. Experience in Implementing system security by using Access Control Lists (ACL), CMDB module using Discovery tool. Proficient in the documentation and business analysis. A dependable, hardworking, and smart professional with high work ethics.
Develop, configure, and improve core and custom applications.
Skillful in user administration, ServiceNow/LDAP integration.
Work directly with end-users to resolve technical support issues within ServiceNow.
Scripting: Business Rules, UI Policies, UI Actions, Client Scripts and ACLs.
Integration: Load, manipulate and maintain data between ServiceNow and other systems.
Documentation, reporting, performance analytics
Fayette County 07/2019 - Present
Overall ownership of our ServiceNow instance including Incident, Knowledge, Problem, Change, Service Request, and CMDB modules
Lead the coordination, design, and execution of integrating standard LDAP & 3rd party apps into our ServiceNow environment.
Follow ITIL best practices for domain separation, system maintenance, and platform upgrades.
Maintaining the integration for existing customers and offering solutions to those without
Implementing LDAP with customer provided systems, domain ownership for external customers
Perform standard daily, weekly, monthly maintenance, and overall system health checks.
Validate domain separation compliance for all customers to ensure no cross-contamination.
Staying up to date with the latest releases, product enhancements, and plugins.
Attending courses provided by ServiceNow to stay current on the technology.
Presenting new product developments to critical stakeholders at Connection
Perform routine update set updates within the system for all changes made
Perform standard system cloning from production to test environment
Fulton County Govt 01/2017 – 07/2019
created, maintain, and enhance custom reports and dashboards in ServiceNow integrating and combining data from multiple tables and sources based on user requirements
Created and maintain an agile, streamlined, scalable, and optimized ServiceNow system components, and perform integration and support, and operational services with high availability and service delivery goals.
Created, maintain and enhance Incident Management, Problem Management, Service Request Management, Change Management, Service Catalog, Knowledge Management, Self-Service Portals, single sign-on (SSO) capability, and Active Directory Profile synchronization.
Maintained Forms, Reports, Views, Workflows, Groups and Roles.
Evaluated and configure systems for better performance
Configure out of the box workflows and create/maintain custom workflows.
Integrated ServiceNow applications with 3rd party partners
Troubleshoot and resolve problems, Orchestrate and automate tasks.
ServiceNow security fundamentals and approaches including integration with other systems
Information Security Analyst
Fulton County Govt 12/2016 – 01/2017
Investigate, document, and gather information on data security recommendations to protect
Led intrusion detection, vulnerability management, and PKI and participated in auditing, incident
Determine the internal control measures and ensure its strict implementation.
Develop and document security evaluation test plan and procedures
Assist with planning and execution of domain integration, user account, and e-mail migration
Adhere to and enforce corporate policies regarding network security, data, and software usage
Keep the business units updated with the changes in the applicable policies, standards and procedures
Process re-engineered business protocols to meet the high demand of a changing business environment
Create, modify, and disable user accounts base on authorized forms
Developed annual compliance training strategy and materials for the business units.
Facilitate changes in the overall organizational policies to ensure alignment with the industry standards.
Remain abreast of industry standards and best practices, updates policies and procedures accordingly
Coordinated all special projects and supporting activities (e.g., annual security review of key financial applications, audit of document destruction standards)
Prepared and distributed security assessment reports to business
Data Loss Prevention Analyst
Douglass County Resources Alliance 01/2013 – 11/2016
Evaluated transactions using established criteria to detect potential incidents of fraud utilized resources to obtain forensic evidence for investigative purposes when reviewing fraud detection or investigating cases
Conducted data analysis to logical identity opportunities for improvement of shrink reduction
Implemented company policies, technical procedures, and standards for preserving the integrity and security of data reports and access
Assisted in enforcing policies to ensure the safety of the system assets and protect access of destruction
Assisted with incident management in the event of a breach of a secured data
Service Desk Analyst
Enable of GA 11/2011 – 09/2014
Analyzing client's problems and providing instant and long-lasting solutions on hardware, software, and network issues
Installing and upgrading hardware and software and configuring systems and applications
Performing preventive maintenance at clients' offices as well as at company
Creating login IDs and password for employees to access workstations
Recording, tracking, and documenting problem-solving process
Preparing shift handover reports and updating daily status reports
Provided Tier 1 and Tier 2 technical support to clients on software and hardware issues
Researched and recommended installation of advanced applications and anti-virus software
Maintained end users' workstations, laptops, and electronic devices
Prioritized and escalated problems to Tier 3 level and followed up with solutions
Worked on ticket systems and tracked help desk requests
Visited employee's workstations, analyzed root cause of problems, and delivered solutions
BSc, Cybersecurity and Information Assurance Western Governor's University
AS, Criminal Justice Chattahoochee Technical College
Systems Security Certified Practitioner (ISC)
Ec-council certified encryption specialist
ITIL Foundation V3 (2011)