System Administrator Process Improvement
Resume:
Stephanie Humphrey
********************@*****.***
Charlotte, NC
Results-driven professional with extensive experience in program coordination, process improvement, and cross-functional collaboration. Proven track record in managing complex initiatives and transforming environments to foster participation, growth, and success. I am skilled in implementing systems that improve operational accuracy and enhance educational opportunities, as demonstrated in my work at the Department of Corrections. Adept at using feedback to drive improvements, leading teams to achieve higher levels of efficiency, and securing resources for program expansion. Passionate about empowering communities through education, I’m excited to bring my experience in program management, process optimization, and stakeholder collaboration to drive success in academic partnerships at ServiceNow!
EXPERIENCE
SERVICENOW SYSTEM ADMINISTRATOR
Code Differently
Remote
January 2022 - Present
Created 6 Knowledge Articles from incidents to provide instructions for solving common issues
Provide configuration support by creating and configuring UI Policies, Business Rules, Client Scripts, Access Control Lists, and Notifications
Assist with the development and configuration of ServiceNow products, such as the Service Portal, Change Management, Problem Management, Incident Management, Knowledge Management, Release Management, Configuration Management (CMDB), Discovery, Project, Reporting, and SLAs.
Perform routine maintenance to include performance monitoring and error identification/remediation
Collaborate with users, leadership and stakeholders during day-to-day administration using workflows to manage processes
Contributed to the successful completion of 112 extern graduates by teaching ITSM and ITOM components
SERVICENOW DEVELOPER/ADMIN
Frontier Airlines
Trenton, NJ
July 2016 - October 2021
Develop, analyze, and document business and technical requirements in collaboration with team members.
Utilized Scrum and Agile methodologies to design and develop workflows, scripts, and underlying logic.
Tested application use and test cases to identify and clarify requirements and
Collaborated with end users and stakeholders to create reports and dashboards with real-time updates
Lead integrations between ServiceNow, CMDP, email and other technologies utilizing infrastructure platform APIs via SOAP and Rest APIs
CORRECTIONAL OFFICER III
AZ Department of Corrections
Goodyear, AZ
September 2014 - June 2016
Daily supervision of over 200 inmates during meals, work, recreation, and visits
Respond to medical emergencies and confrontations with full responsibility for investigating, reporting, and documenting
Assigned duties to inmates, provided instructions as needed
Coordinated inmate schedules for work assignments and counseling appointments
EDUCATION
BACHELOR OF SCIENCE (B.S.)
University Of Phoenix, Phoenix, ARIZONA
May 2014
SKILLS
JavaScript
JIRA
CMDB
CSDM
ITIL
Agile Methodology
Microsoft Office Suite
ITSM
Critical thinking analysis
Google Suite
CERTIFICATIONS
Certified System Administrator (CSA)
Certified Scrum Master (CSM)
Micro-Certification - Performance Analytics
Micro-Certification - Predictive Intelligence
Micro-Certification - Integration Hub
Micro-Certification - Flow Designer
Micro-Certification - Service Portal
Google Project Management Certification
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