System Administrator It Service
Resume:
John Mark Frazier
[*** Peedin Str.]
[Selma, NC, 27576]
[********@*******.***]
[www.linkedin.com/in/john-frazier-b0457647]
[https://nowlearning.servicenow.com/lxp?id=nl_public&user=jf668ucf3244b080]
[https://nowlearning.servicenow.com/lxp?id=nl_public&user=johnfrazie074573]
PROFESSIONAL SUMMARY
Certified ServiceNow System Administrator with 7 years of experience in system administration, IT service management, and automation processes. Proficient in managing ServiceNow environments, customizing workflows, and providing hands-on support for ServiceNow instances. Known for troubleshooting, integrating applications, and implementing ITIL best practices. Demonstrated ability to streamline operations and improve the efficiency of ServiceNow instances.
CERTIFICATIONS
●ServiceNow Certified System Administrator –
ServiceNow MicroCertifications
●Micro-Certification - Predictive Intelligence
●Suite Certification - Application Developer Core Skills Micro
●Micro-Certification - Performance Analytics
●Micro-Certification - Automated Test Framework
●Micro-Certification - Flow Designer
●Suite Certification - Citizen Developer Core Skills Micro
Expert System Administrator
The Expert System Administrator level is designed for those who have typically 5 or more years of experience with ServiceNow and have earned ServiceNow Mainline CSA certification, Citizen Developer Application Creator Micro-Certification and the Welcome to ServiceNow Micro-Certification.
The Expert System Administrator level will focus on:
●Continuing to evolve your ServiceNow technical skills with the following courses: ATF, Flow Designer, Scripting, Advanced Administration, Upgrade Essentials, and Now Support Administration
●Specializing in areas of interest such as GRC, App Dev, HR, SecOps, Finance, Legal, and achieving the related micro-certification(s)
●Mentoring and coaching junior resources in the areas of upgrades, advanced customizations, integrations, app dev, data and performance management, automation, and process optimization
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TECHNICAL SKILLS
●ServiceNow: Incident Management, Change Management, Problem Management, CMDB, Service Catalog, Knowledge Management, Service Portal, Automation
●Languages & Scripting: JavaScript, HTML, CSS, AngularJS, ServiceNow Scripting (Glide Script)
●ServiceNow Administration: User/Group Administration, Role Management, ACLs, Security Policies, Instance Configuration
●Tools & Integrations: REST, SOAP, Web Services, MID Server, LDAP, Active Directory, SQL
●Databases: MySQL, MS SQL Server
●Other: ITIL processes, ITSM, CMDB, Scripting, Reporting, Dashboard Creation
PROFESSIONAL EXPERIENCE
ServiceNow Administrator
[at&t] – [Durham, NC]
[March, 2013] – Present
●Administer and support the ServiceNow platform, ensuring system stability and seamless user experience across multiple applications, including Incident, Problem, Change Management, and CMDB.
●Provide technical support for troubleshooting and resolving ServiceNow-related issues, ensuring minimal downtime and user disruption.
●Configure and customize ServiceNow applications to meet the needs of the organization, including business rules, UI policies, data policies, and workflows.
●Create, update, and maintain ServiceNow reports and dashboards to provide stakeholders with timely and relevant data.
●Lead integrations with third-party applications and databases using web services (REST, SOAP), improving cross-platform communication and data exchange.
●Conduct regular system audits, identifying areas for optimization and recommending enhancements to improve performance and security.
●Collaborate with business units to understand requirements and design effective workflows and automation to streamline IT service delivery.
●Create and maintain user guides, training materials, and provide end-user support for ServiceNow applications.
●Supported the configuration and administration of the ServiceNow platform, including managing users, roles, and permissions.
●Monitored system performance, performed patching and updates, and ensured ServiceNow instance uptime and security compliance.
●Assisted in the implementation of ITIL processes, ensuring alignment with best practices in incident, change, and problem management.
●Developed and customized ServiceNow workflows and automation scripts to improve efficiency and streamline business processes.
●Managed integrations with internal and external systems, ensuring data synchronization and consistent user experience.
●Assisted in the migration of legacy systems and data to ServiceNow, ensuring accuracy and integrity of data during the transition.
Voice Data Solutions, Raleigh NC 2001 – August 2013
Application Designer/ IT Support Specialist
●Provide support to IBM Benefits Call Center. Level 1, Level 2 and Level 3 Technical support for Integrated Voice Response (IVR) Units that supported IBM enrollment programs. Dealt with all issues from hardware to software. Develop application and documentation using project life cycle. Develop and maintain databases (DB2, Access, and Oracle).Allowed customers to enroll in benefit programs as well as supported call routing and supported help desk support. ACD group call routing. Responsible for managing call distribution to available agents. ACD group call distribution to IVR systems. Created and resolved customer trouble tickets using IBM ticketing system.
●Develop web applications that allow users to pay county taxes. www.ccpaymentservice.com and www.checkpaymentservice.com users can pay taxes using credit card or debit cards or check and the system is updated in real-time utilizing 3270 AS400 sessions. Allowed customers to conveniently pay and renew tags without the hassle of traveling downtown. Interact with NC DMV system to remove blocks on vehicle registration in real-time.
EDUCATION
Associates Degree in Applied Science[Information Technology]
[Johnston Community College] – [Smithfield, NC]
[Jan, 2000] Graduation
●ServiceNow Certified System Administrator – [Oct, 2023]
●PCI Compliance – [2001 - 2012]
ADDITIONAL INFORMATION
●Strong communicator with the ability to collaborate with both technical and non-technical teams.
●Proven experience in creating and delivering ServiceNow training sessions to enhance user adoption and proficiency.
●Continuous learning mindset, committed to staying current with the latest ServiceNow features and updates.
CMDB Cleanup Initiative
●Led a project to clean up and optimize the CMDB, removing outdated records and improving data accuracy for reporting and decision-making.
Contact this candidate