ServiceNow Certified Admin/Developer

Francheska Torres

*******@****************.*** • C: 201-***-****

A natural problem solver and communicator, I have used my varied experiences to always learn. Knowing when to rely on established solutions and when to innovate is key to understanding that, sometimes, you need to try and “reinvent the wheel”. As a designer, I have always found joy in understanding not only the visual aesthetics but also what lies beneath to make that digital image exist. For me, discovery is an endless source of enlightenment, mastery is an endless source of accomplishment.

francheskatorres.com

linkedin.com/in/francheskatorres83/

Skills

Project Mgmt

ServiceNow System Admin, Agile, SCRUM, Waterfall, Staffing/Budgets

Certifications

ServiceNow Certified System Administrator,

ITILv4 Foundation,

Google IT Support Professional

Micro-certifications

Automated Test Framework (ATF),

Flow Designer,

Performance Analytics

Animation/Design

Maya, 3ds Max, ZBrush, Adobe Creative Cloud Suite

Coding

HTML5, JavaScript, JSON, CSS3, AngularJS

Education

IT ServiceNow Bootcamp

06/2021-01/2022

Westwood College

Animation & Graphic Design

06/2006-01/2009

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

Field Mgr./Promotions 09/2012 – 03/2021

•Recruited & supervised activation teams for sales and marketing promotions

•Customized design layouts for tradeshow event spaces

•Coordinated with client and venue to upsell event space features improving client impact

Atlas Media

Design Assistant 02/2010 – 12/2014

•Strategized with Lead Designer for TravelChannel TV show to save struggling hotels

•Scouted global locations and provided interior design concepts to revitalize business

•Directed construction crews when Lead Designer was unavailable

Incent One

Assistant Mgr. 03/2005 – 09/2009

•Top Sales awards for gift certificate packages to Fortune 500 clients

•Designed exclusive gift certificates/gift cards bundles for clients increasing sales by 15%

•Led creation of company Helpdesk, designed all training literature

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