Configuration Manager Management
Resume:
ITSM CONFIGURATION MANAGER
GAVIN HORNE
A dedicated and hardworking individual committed to excellence in all endeavors. As a family man, I prioritize the well-being of my loved ones and strive to create a nurturing environment. Known for my strong work ethic, I am always available and ready to tackle challenges head-on. Balancing my professional commitments with my role as a loving father, I bring passion and dedication to everything I do. EMAIL
*****.******@*****.***
PHONE
www.linkedin.com/in/gavin-horne-
987b501a8
WORK HISTORY
Gavin Horne
Western Cape, Porterville
6810
Configuration Manager
MTN SOUTH AFRICA, JOHANNESBURG
The role involves managing and updating the Configuration Management Database (CMDB) at MTN IS, ensuring accurate representation of all Configuration Items (CIs). This includes collaborating with various teams, integrating monitoring tools, coordinating with Solution Architects, updating asset information, and maintaining CI relationships. Additionally, the role entails creating and maintaining Application/Services Topology, managing the Software Configuration Management (SCM) library, conducting audits, and assisting in DR tests to ensure data accuracy and synchronization between infrastructure and applications. Assessment and Planning: Understand current data structures, processes, and business needs. Identify stakeholders and define project scope.
CSDM Configuration: Configure the ServiceNow platform to align with the CSDM. This involves defining core entities like Services, Applications, and Business Units, and establishing relationships between them. Data Mapping and Migration: Map existing data to the CSDM structure. Cleanse and normalize data as needed. Migrate data into the ServiceNow platform.
Customization and Extensions: Customize the CSDM to meet specific organizational requirements. Extend the model to accommodate unique data elements or relationships. Integration: Integrate ServiceNow with other systems and tools to ensure data consistency across the organization. Training and Adoption: Train users on the CSDM model and new processes. Promote adoption through effective change management strategies.
Continuous Improvement: Monitor system usage and gather feedback for continuous improvement. Update the CSDM as business needs evolve.
Proficient in SQL and MySQL with intermediate-level experience. Skilled in writing complex queries, database design, and optimization
2021-04 - PRESENT
Portal's Security Administrator
PROVIDENCE SOFTWARE SOLUTIONS, JOHANNESBURG
Experienced in IT Service Management (ITSM) implementations using the open-source ITOP platform at Supersonic and RTT Logistics. Proficient in configuring and customizing ITOP to meet organizational requirements, including incident management, change management, and asset management. Skilled in defining service catalogs, workflows, and SLA management. Successfully integrated ITOP with other systems for seamless data exchange. Proven track record of delivering efficient and user-friendly ITSM solutions that enhance service delivery and operational efficiency. Familiar with virtualization technologies and concepts, with a novice-level understanding. Basic knowledge of virtual machines, hypervisors, and virtualization platforms. Limited hands-on experience in setting up and managing virtual environments. Some exposure to virtualization tools and basic administration tasks. Eager to expand knowledge and gain practical experience in virtualization technology. Proficient in project management methodologies and practices with intermediate-level experience. Skilled in initiating, planning, executing, monitoring, and closing projects effectively. Experienced in managing project scope, schedules, budgets, and resources to ensure successful project delivery. Competent in risk management, issue resolution, and stakeholder communication. Capable of leading cross-functional teams and collaborating with stakeholders to achieve project objectives. Proficient in project management tools and software for tracking progress and reporting. Demonstrated ability to deliver projects on time, within budget, and to stakeholders' satisfaction. Implemented Digital Electronic Sign Pad at MTN Stores for enhanced customer experience. Implemented Microsoft Exchange Server 2010 at Film Publication Board for efficient email communication. Administered Microsoft Project Server 2013 at Tshwane for streamlined project management. 2016-04 - 2021-04
EDUCATION
SKILLS
SOFTWARE
Gavin Horne
Western Cape, Porterville
6810
Managed iTop Service Desk and conducted full CMDB configurations with Visualizer at RTT. Handled Windows Server administration tasks across various environments. Administered JobRouterAG Workflow Management for RTT Supplier Management. Proficient in Virtual Machine creation and administration. Skilled in ITIL Incident, Request, Change, Problem, and Release Management. ITIL Foundation V3 certified.
Experienced in SQL/MySQL report queries and database creations/restructuring. Senior Service Desk Administrator
DISCOVERY LIMITED, SANDTON
Experienced in Request Management, Change Management, Incident and Problem Management, and Release Management, ensuring efficient IT service delivery and adherence to best practices. Proficient in MS SQL report queries, generating insightful reports to support decision-making processes. Skilled in ITPAM workflow creation for automating and optimizing business processes. Capable in Configuration Management, creating CI's, and mapping dependencies for effective system governance. Proficient in CMDB Management, maintaining accurate and up-to-date configuration data. Developed web frontends to access Remedy Requests, Changes, and Incidents, and administered CA ITAM for effective asset management. Provided 1st, 2nd, and 3rd line Application Support for CA and SAP tools, resolving issues promptly to minimize downtime. Experienced in Business Analysis and System Analysis, identifying requirements and designing solutions aligned with organizational goals. Certified in ITIL Foundation, with expertise in BI Reporting for data-driven insights and decision- making.
2015-04 - 2016-04
Senior CA Service Desk & Remedy Administrator
IBM (MTN CONTRACTOR), JOHANNESBURG
Proficient in IT service management including Request, Change, Incident, Problem, and Release Management, ensuring streamlined operations and service delivery. Skilled in MS SQL report queries for generating comprehensive reports and insights. Experienced in ITPAM workflow creation to automate and optimize business processes. Capable in Configuration Management, CI creation, and mapping for effective system governance. Proficient in CMDB Management to maintain accurate configuration data. Developed web frontends for accessing Remedy Requests, Changes, and Incidents, and administered CA ITAM for efficient asset management. Provided 1st, 2nd, and 3rd line Application Support for CA and SAP tools, resolving issues promptly. Experienced in Business and System Analysis, identifying requirements and designing solutions. Certified in ITIL Foundation with expertise in BI Reporting for data-driven decision-making. 2012-01 - 2014-09
Itil v3, Skills Certificate
MTN ACADEMY, JOHANNESBURG
2013-09 - 2013-10
ISO 20000 - Principles of IT Service Management System (ITSM), Certificate ALISON, JOHANNESBURG
2021-12 - 2021-12
Common Service Data Model, Servicenow Badge
SERVICENOW LEARNING, JOHANNESBURG
2024-04 - 2024-04
Testing and maintenance
Operational analysis
IT Service Management (ITSM) Oversight
MySQL database management
Data Modeling
CSDM For Servicenow
iTop
Windows Server
Windows Desktops
Adobe XD
Visual Studio Code
LANGUAGES
HOBBY/INTEREST
Fishing
Family fun time
Movie Nights
Mini Golf
Touch Rugby
Self-paced Learning
COURSES
Gavin Horne
Western Cape, Porterville
6810
MySQL
Microsoft SQL Server
Power BI
ServiceNow
English
Afrikaans
ISO 20000 - Principles of IT Service Management System (ITSM) 2021-12
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