Request Management Specialist
Resume:
Scott D. Gloede
Sun Prairie, WI 53590
**********@*****.***
PROFESSIONAL SUMMARY
Experienced ITSM Request Specialist with over twenty years of experience in IT at American Family Insurance. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of catalog development and service implementation and training in ServiceNow. Motivated to learn, grow and excel in the latest trends with American Family Insurance.
EXPERIENCE
American Family Insurance- Madison, WI 2017- July 2020
ITSM Request Specialist
●Work within ServiceNow, collect requirements from operational staff, review with leadership to design services and build work flows within ServiceNow platforms
●Prepare all changes using an ITIL based workflow in ServiceNow Change platform, preparing detailed requirements for weekly Change Advisory Board (CAB) meetings
●Increase customer satisfaction and repeat business through relentless pursuit of resolutions to problems arising from catalog issues, protecting company reputation and loyal client base
●Resolve conflicts and negotiated agreements between parties in order to reach win-win solutions
●Design and create internal and customer portal-based dashboards, displaying key productivity and performance metrics used to manage the business
American Family Insurance- Madison, WI 2009 - 2017
Senior Analyst
●Project Manager for complex request issues such as Corporate Refresh where all employees are to be assigned new computers – refreshed 1000 laptops and 500 desktops – on a three-year refresh
●Coordinated large scale projects/roll outs for new software versions, Windows 7.0
●Provided subject matter expertise and assistance to IS projects, catalog and printer roll outs
American Family Insurance- Madison, WI 2004- 2009 Deployment Information Services Specialist
●Project Management: Implemented methodologies, practices, techniques and tools
●Identified and documented customer project deployment requirements
●Created and monitored product deployment tracking and reporting methods
●Coordinated large scale projects/rollouts
●Monitored overall project and reporting to customers and suppliers
American Family Insurance- Madison, WI 1999- 2004
Technology and Testing Analyst
●Supported and participated in the I/S transformation
●Installed and uninstalled various hardware components
●Diagnosed problems with installs; responded to problem calls and repair malfunctions
EDUCATION AND CERTIFICATIONS
AWS Certified Cloud Practitioner
American Family Madison,WI
Insurance & Risk Management Certificate
Madison College Madison,WI
ITIL Foundation Certification Training
American Family Madison, WI
Masters Certificate - Project Management
University Of Wisconsin Madison, WI
Electronics Courses
DeVry Institute of Technology Addison, IL
AREAS OF EXPERTISE
Developer of ServiceNow
Testing and Maintenance
Quality Assurance
Documentation
Strategic Planning
Technical support
ManageWork flows
Daily maintenance of catalog
Creation of UI Policies
Troubleshoot ServiceNow upgrades
Understand company procedures, policies, processes, goals and objectives
Custom scripting
Form configuration
Manage and update sets, creation and migration
Scott D. Gloede, page 2
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