Matt Visconti

adv521@r.postjobfree.com • C: 201-***-****

I have always been a voracious learner. Few things excite me more than brainstorming new ideas. It has been the driving force behind many of my career choices. When I am working with a system and I see an opportunity to improve upon it, my desire to learn is not simply satisfied with making a suggestion and leaving it at that. I want to dig deeper. I want to understand “why”. And once I do, I want to improve. Having accomplished that, I want to teach others what I have learned from that experience.

mattvisconti.com

linkedin.com/in/matt-visconti237

Skills

Project Mgmt

Agile, SCRUM, Waterfall, Staffing/Budgets

Technical

Service Desk/Developer Training, Adobe CC,

Training Manuals

Certifications

ServiceNow Certified System Admin,

ITILv4 Foundation,

Google IT Support Professional,

CompTIA A+

Micro-certifications

Automated Test Framework (ATF),

Flow Designer,

Performance Analytics

Coding

HTML5, JavaScript, JSON, CSS3, AngularJS, SQL

Education

IT ServiceNow Bootcamp

06/2021 - 01/2022

Connecticut School of Broadcasting

TV/Radio Communication

09/2006 - 04/2008

Experience

Infosys

Senior ServiceNow Support Associate 12/2021 – Present

•Developed and maintained tests/test suites using Automated Test Framework (ATF)

•Resolved customer Incidents & Service Requests within Service Level Agreement (SLA) guidelines

•Created custom Service Catalog forms and accompanying flows/workflows

•Developed enhancements utilizing Client Scripts, Business Rules & Script Includes

•Managed permissions through Access Control Lists (ACLs) governing Roles, Groups & Users

•Educated users on the established processes for submitting requests for access changes, equipment, software etc.

•Created new SLAs and Assignment Rules for applications as relevant support team’s needs change

•Managed Admin team’s Incident & Request queues, assigning work to team members to balance workload

•Trained/Mentored new Admin team members and functioned as interim Team Lead when Lead was on extended Leave

•Communicated with clients to manage expectations when creating customer stories for Development

•Drafted detailed technical documentation to support enhancements & Incident/Service Request resolution

•Moving enhancements/data between environments via Update Sets and Import Sets for the purpose of testing before releasing into the production environment

•Created custom reports, dashboards & portal widgets per client specifications

•Submitted and managed Change Requests through all stages of the process

•Assist in the retirement of applications at end of life

ServiceNow Bootcamp/Apprenticeship

CSA Apprentice 06/2021 - 11/2022

•Reskilled through state Dept. of Labor program to attain ServiceNow CSA

•Intensive ServiceNow ITSM platform, coding and soft skill curriculum

•Attained ServiceNow Certified System Administrator & ITILv4 certifications

Freelance

Tradeshow Coord./Promotions 02/2011 – 03/2021

•Coordinated between client and venue to maximize product visibility at trade shows

•Recruited, trained and supervised Brand Ambassador teams for client promotional events

•Customized design layouts for trade show event spaces for an individualized experience

KPMG

Help Desk Trainer 08/2006 – 05/2010

•Conceptualized and narrated technical training modules for global Service Desk teams

•Composed and edited scripts for entire Service Desk training curriculum

•Recorded, edited and mixed down finished audio product using DAW program

Verizon Wireless

IT Trainer 08/1996 – 07/2006

•Authored reference data training program, including all manuals and curriculum

•Instructed developer classes around the country of up to 30 students per session

•Streamlined tax code input into SQL during major merger, cutting upload times by 80%

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