Customer Service It Support

Shola Oduntan

***** ***** ****, ******** ****, TX 77489 **********@*****.*** 832-***-****

ServiceNow Admin/Developer

PROFESSIONAL SUMMARY A professional, growth-driven leader with over 10 years of proficient technical experience focused on achieving exceptional results. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Outstanding organizational and communication skills, both written and verbal. Ability to work in a team environment with discipline.

WORK EXPERIENCE

Lifecare Health Services Jan 2019 – Present

ServiceNow Administrator Missouri City, Texas

Utilize ServiceNow for various functions for the company including, but not limited to, managing incident requests, change requests, and workflows.

Manage knowledge bases and notifications on the ServiceNow platform.

Monitor the ServiceNow application and make improvements when necessary for the organization (i.e., assigning different roles to end users of ServiceNow when requested by the organization.)

Create and manage client-side scripts on the ServiceNow platform (onSubmit, onChange, etc.).

Review requirements to ensure they are provided in sufficient detail to be accurately estimated.

Design, develop, and maintain solutions within the ServiceNow environment to include modifications of applications, forms, workflow, interfaces, and other configurations required that support ITIL processes and ensure optimal performance of the ServiceNow system.

Inspect existing applications or functions to ensure continual process improvements: standardization, intuitive, and efficient.

Utilize service catalog to allow end users to purchase items needed.

Utilize flow designer to automate business processes.

Utilize the configuration management database to manage configuration items (hardware, software, business services, etc.) within the organization.

Create and maintain reports when required by the organization.

Use Import set and transform mapping to import data into ServiceNow.

Use update sets to help the ServiceNow upgrade process run more smoothly.

Attend regularly scheduled meetings to identify any tasks or user stories that are “at risk” and provide support as needed.

Laboratory Corporation of America Jan 2014 – Dec 2018

ServiceNow Administrator / IT Support Team Houston, Texas

Responsible for the optimal operation of the organization environment by actively investigating issues and solving problems before they occur.

Collaborated with ITSM team members, internal customers, and external partners to design, develop, configure, test, document, and deploy new functionality and fix existing issues.

Updated and maintained a comprehensive testing protocol for ServiceNow instance upgrades with the purpose of certifying all applications for use after the upgrade completes.

Created and updated incident records in the ServiceNow tracking system.

Knowledge of ServiceNow applications for Incident, Change, Problem, Facilities, Knowledge, and reports/metrics, as well as Performance Analytics.

Developed, tested, deployed, and updated workflows and approval flows and rules.

Developed systems integrations and process automation – fully utilizing the platform’s workflow capabilities.

In-depth understanding of ServiceNow functionality and how ITIL processes can be implemented in ServiceNow including Incident Management, Change Management, Problem Management, Asset Management, Service Catalog, Knowledge Management, and Service Portal Modules.

Planned and supported User Acceptance Testing (UAT), including the development of scripts and conducting UAT with end users.

Participated in daily SCRUM meetings to discuss the bottlenecks and tasks status.

Created use case documentation, test plans, test cases, and conducted functional testing as needed.

Responsible for the ServiceNow tool administration module and creation of new Users, Roles, IT Services, Application, Business Services and Rules.

Participate in daily SCRUM/KANBAN meetings, Walkthrough sessions, and Sprint Retrospect review meetings.

Texas Southern University 1994 – 2013

Research Associate Houston, Texas

Taught academic courses and laboratory method in general science.

Responsible for annual purchasing budget.

EDUCATION

Texas Southern University Houston, TX

Master of Science

QUALIFICATIONS ServiceNow Certified System Administrator (CSA)

SKILLS

Self-starter with excellent attention to detail, ability to multitask, and effective time management skills.

Demonstrable professional and proactive approach, with ability to challenge and question appropriately.

Methodical and excellent attention to detail with ability to produce accurate results whilst working to tight deadlines.

Effective and strong team player, with proven experience of building productive working relationships in any environment.

Great understanding of “quality” as it relates to customer satisfaction.

Self-motivated individual who can work with limited direction, while keeping key constitutes apprised of project status, and ability to grasp concepts quickly.

Strong presentation skills with the ability to create documentation including policy and presentations.

Ability to produce high quality technical documentation and analysis.

Excellent customer service skills with ability to be tactical and diplomatic.

Ability to work flexible hours and available 24x7x365.

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