Servicenow Developer

Moyosore Silva-ope

Richardson, Texas, *****; 469-***-****; ***********@*****.***

EDUCATION

The University of Texas at Dallas

Bachelor of Science, Information Technology and Systems Dallas College, Farmer’s Branch

Associate of Science, Information Technology

Technical Skills

• MS Office

Suites

• Think-cell

Professional

• JavaScript

• SQL

• Tableau

• HTML

• ServiceNow

• CRM

• Workday

• Dixa

• ERP

• Freshdesk

• Cisco routing

and

switching

• Jira Service

Desk

• MyTalk

• Salesforce

• Talkdesk

• Zendesk

• IT Service

Management

• Agile

PROFESSIONAL EXPERIENCE

Texacan Income Tax- Arlington, TX May 2020 – December 2022 ServiceNow Developer

• Worked on Incident Management, Service Catalog, Problem Management, Change Management and Knowledge Management.

• Involved in preparing Technical Documents, Preparing the Test Scripts and Unit test cases and Migration activities and migrate application from Test to Production environment.

• Update Set migration and email Integration.

• Worked on Business Rules, Client Scripts and Script Include.

• Well versed with working on UI Policy, UI Actions, Email Notifications, ACLs.

• Fixed bugs in the current application as per requirement.

• Worked on several enhancements which came as part of change requests.

• Worked on multi-tenant environment.

• Created Knowledge Articles to document the steps in creating the catalog items.

• Designing, Coding, Debugging, Documenting and Supporting efficient and effective applications and tools consistent with established specifications and business requirements.

• Developed and enhanced OOB ServiceNow features primarily the ITSM and CSM modules.

• Experience working in Agile/Scrum technology.

Amazon.com Fulfillment center- Coppell, Texas June 2022 – September 2022 IT Support Engineer Intern

• Provisioned over 100 laptops, scanners, radios, and kindles for use for associates during prime week.

• Switched over 16 previously installed switches from one provider to another with a 98.6% success rate.

• Analyzed missing equipment problem and created solution to save over $100,000 for fulfillment center.

• Solved over 20 trouble tickets from queue to further assist the flow of work while updating throughout process.

• Escalated critical system/network outage impacting fulfilment to be resolved with less downtime and impact.

• Maintained an outstanding record of technical support service, resolving 87% of all tickets assigned to me in 24 hours.

• Management of DUO Multi-factor authentication.

• Secure and proper management of Active Directory, while applying Principle of Least Privilege.

• Troubleshooting and management of Citrix applications, VPN and VM Ware.

• Troubleshooting Microsoft office 365 applications (Outlook, OneDrive, Teams, SharePoint) and verifying licenses via Azure.

• Learnt and followed relevant policies to provide technically accurate solutions.

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