Customer Service, CMDB, Asset, Dependability, Teamwork, Automation

Scott Addington

***** *********** **, *********, ** - Cell - 704-***-**** - Email - **************@*****.***

LinkedIn: www.linkedin.com/in/scott-addington/

Career Summary

Senior IT Service Management with over 24 years experience in CMDB/Asset Configuration, Incident, Change and Problem Management with Process Improvement within the BMC and ServiceNow platforms. Vast knowledge within Information Technology Service Management (ITSM) model and processes, based on the ITIL® Service Management framework models with an expertise in full developement life cycle projects with a focus on business process and customer service maturity management. Proven abilty to effectively interact, motivate and lead tecnical personnel/teams in a highly regulated environment.

Transferrables

Customer Service Communication Dependability Teamwork

Automation AI/Analytics Time Management Process Developement

Problem Solving Innovation Creativity Organazational Skills

Conflict/Resolution Collaboration Goal Setting Self Motivation

DB Management Project Management Multitasking Reporting and Analysis

Certifications

ServiceNow Certified System Administrator BMC Remedy CMDB/Asset Management

ITIL Foundations v2 and v3 ITIL Operational Support & Analysis (OSA) v3

ITIL Release, Control & Validation (RCV) v3 ITIL Continual Service Improvement (CSI) v3

BMC Discovery Patterns/Service Mapping BMC Remedy Change Management

BMC Remedy Problem Management BMC Remedy Service Desk

Professional Experience

Wells Fargo – ATR International - Charlotte, NC January 2021 - Current

System Ops Engineer - Enterprise Incident/Problem Management

•Quality Assurance, Change, Release and Deployment Management

•Change Preparedness and Readiness

•Identify opportunities to reduce manual work and process improvement

•Implement best practices across Change, Release and Problem areas

•Planning, developing, and implementing effective quality assurance policies and procedures

•Developing, testing, monitoring, and modifying processes for every defined cycle

•Creating, reviewing, and testing technical specifications documents

•Documenting entire cycle of planning and developing products, and conducting internal audits

•Collecting and working on feedback provided from customers

•Recommending and implementing necessary corrective and preventive actions

•Perform risk analysis and management activities to ensure proper ticket information

Trinity Health - Livonia, Michigan April 2018 – December 2020

ITSM Senior Applications/Configuration & Asset Management

•Weekly meetings between Configuration / Application engineers to discuss / isolate any issues

•Service maps updates for all support groups, in ServiceNow for a service-aware system data

•Ensured requirements on ITIL V3 aligned service management processes

•Top-down Service mapping diagrams to perform a status flow for proper service operation

•SACM-BMC Atrium/Discovery data checks to reduce/eliminate orphan CIs

•SACM Manager to verify CIs are uniquely identified with naming conventions

•Health check of BMC Discovery tool, SACM daily Reconciliation/Normalization jobs, ID/Merge/Purge of datasets along with Cloud Watch and 3rd party imports

•Prioritize project work and understand requirements for incoming and in-flight projects

•Work closely and coordinate with the ServiceNow team to ensure enhancements and new requirements were accurately captured and deployed to each SN instance, specific CI class or CI form in SACM-CMDB

•Discovery SQL DB usage of different scripts, which could be command line, menu driven or GUI, to perform various jobs or duties in the CMDB

•Troubleshooting day to day production support and development SQL server issues

•Creating BMC Atrium Reconciliation and other jobs per the requirement to import CIs in CMDB

•Gather process requirements, create support documentation, perform data profiling and analysis and create associated data models supporting the overall CMDB

Wells Fargo – ATR International - Charlotte, NC October 2016 –February 2018

Business Systems Consultant 5 - Enterprise Incident/Problem Management

•Owner and manager of the Incident, Major Incident and Problem Management processes globally, with overall accountability for process strategy, execution and continual improvement

•Monitoring systems performance and processes, to maintain within the stated KPIs

•Ensured proper SLA assignments were chosen and being achieved in PAC2000

•Set standards and processes, within the context of IT service priorities

•Demonstrable experience and capability to participate in complex projects autonomously

•Streamlined data discrepancies and analysis of consolidated data for Quality Assurance

•Completed defining correct tier definitions, proper taxonomy alignment along with the removal of duplicate item entries and appropriate support ownership of items for future Remedy 9.1 upgrade with the various LOBs

•Merged current QA standards within Incident and Problem management to uphold future checkpoints of proper documentation and SOX compliance

•Convinced and illustrated to the LOBs for proper mapping along with CI relationships are aligned with ITIL and future Remedy enhancements for seamless transitions

Lowe’s Companies, Inc. - Mooresville, NC, June 2013 – September 2016

IT Service Management Configuration & Asset Management - Senior Analyst

•Established the first successful BMC Discovery Configuration Management Database (SACM/CMDB) in Lowe’s Organization, for total asset ownership

•Set the direction for ongoing maturation of ITSM tool to ensure maximum effectiveness with respect to process execution and reporting capabilities

•Implemented CM processes that support and manage assets and provide data integrity for their product baselines

•Created / Implemented the SACM process, activities, and procedures to include CI registration procedures, access controls, and privileges

•Maintained and reconciled databases containing information regarding licenses, warranties, and service agreements for the organization's hardware and software

•Implemented the Atrium Discovery and Dependency Mapping (ADDM) Remediation process

•Headed the driving force for functionalities of ADDM to all IT departments within Lowe’s, for complete support and assistance of the CMDB project

•Supported Configuration Items that had a varying degree of complexity (from entire to stand-alone systems (Desktops, Laptops) to simple, single hardware items or software applications and the associated relationships

•Updated the Policy and Process for Configuration Management to meet SOX audit requirements

•Ensure developers and configuration system users complied with the identification standards for object types, environments, processes, lifecycles, documentation updates and changes along with releases and templates

•Oversaw the performance and capacity of the BMC Configuration Management system database for thorough and reliable data, in comparison to previous established baselines

•Progress reviews of SDLC stages for production system readiness and possible risks to the prod environment

•Assited Disaster Recovery Plan for the inciden response plans to decrease any surprises

Lowe’s Companies, Inc. - Mooresville, NC, November 2008 – June 2013

IT Service Management Change/Problem Senior Lead

•Servers as an advisor for Change Control Processes and Change Management Processes

•Lead business risk, self-assessment, and implementation of action plans

•Quaterly reviews of Internal SOX audits

•Point of contact for escalations around IT processes in the organization

•Assisted in presenting certain parts of SOX audits directly to management

•Establish client relationship, to ensure the customers are adequately informed of changes during the asset / configuration item lifecycle and providing the assistance of available reports

•Constant improval of the speed, consistency and accuracy of all submitted Change Requests

•Administrator for access/user permissions of functional roles within BMC Remedy ITSM Applications and controlled available access levels for Incident/Problem/Change/Release/Support

•Correlated with all IT Managers to construct an operational Service Model aligned with ITIL v3

•Reviewed Change processes to consider evolving internal policy and external processes; developing revisions to, or new, processes (as necessary and updating approved changes

•Leader/Organizer of new change request process for Lowe's with new version of BMC Remedy

•Worked with Disaster Recovery team each to ensure that all products were available and updated in the disaster-recovery data center in case the production data center is unavailable for any reason

•During the Disaster Recovery exercise, all changes and service requests were locked unless it was an emergency, so proper testing and documentation review was accurate

•Internal audit review of Prod data and DR data were completed prior to the exercise and upon completion to verify all data remained the same in all DBs in BMC Remedy and SharePoint

Lowe’s Companies, Inc. - Wilkesboro, NC, June 1997 – November 2008

IT Service Desk - Team Lead - Hardware & Software

•Implemented the specific data for SOX audits for Incident Management

•Supervised up to 150 people & 3 call centers for sufficient call flowdisasters

•Enhanced Enterprise Support by updating/enforcing the Tier Support Enterprise Model

•Mentored and trained staff on ITSM policies/process/procedures within Lowe's standards

•Facilitated weekly Incident Management discussions with engineers and support groups on outstanding incident report and steps for researching, documenting and resolving the issues

•Created process mapping of inbound call flow to handle increased volume due to store growth

•Formalized Project deliverables for multiple projects within the Lowe's Store Environment

•Decreased downtime and increased awareness of Priority 1 incidents by developing internal process and communication strategy

•Developed/promoted Service Desk and Self Help Web tool services by leading site-wide awareness

•Headed the Winterization/Spring Thaw project for the store depending on climate and field support

•Monthly SLA Service review with 3rd party providers to ensure times were being met via contract

•Administered the Tape Replacement Project for each year, when the replacement was needed and to keep all orders within an established budget

Skills Overview

Configuration Management

•BMC Discovery (Atrium Discovery and Dependency Mapping) Versions 7, 8, 9, 11

•Configuration Management Database account for Research & Implementation

•SME BMC Asset Management / Prod Cat Review/Categorization

•Environment/System monitoring and improvement

•ServiceNow CI build/updates to keep CMDB data current

•ServiceNow reporting (OOB and Custom)

•SACM / Configuration Items / Taxonomy / Relation to Configuration Management Database

•BMC Configuration Discovery programming using REST, API, HTML & JavaScript

•Service Modeling and Architecture/Application Mapping/SLA accordance/Oracle DB

•Administered a new tool policy and training on updated processes for all groups

•Merged activities in support of quality, engineering, and operations

Change/Problem/Process Management

•Change Request reviews for successful implementations

•Enhanced accepted standards in developing, distributing and tracking all change packages resulting from the approved Change Advisory Board (CAB)

•Introduced ‘Thinking Outside of the Box’ with cross training to gain more support information in diverse groups

•Ensured Known Errors were managed/updated throughout the lifecycle by the Problem Management process

•Change Request Violation report generation and notices

•Process Improvement and Continual Service Improvement

•Senior manager of the release validation through development, test and production

•SAP Module Implementation Project/Goals /Planning for some Enterprise changes

•Automation of Standard Change Requests (Auto-approval) for Maintenance/Updates/Low Risk

•Facilitated touch point meetings to ensure customer experience, quality of service, and service delivery concerns

•SDLC - Planning/Testing, Project documentation and Software Maintenance

Education

UNCC – Online Courses – Finance/Project Management/Business Management/Communication

Forsyth Technical Community College, Winston Salem, NC- Architectural Technology - Bachelors

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