Secret Clearance Generative Ai
Resume:
US CITIZEN WITH SECRET CLEARANCE
PROFESSIONAL SUMMARY
As a Senior ServiceNow Administrator and Developer, I have a proven track record of optimizing ITSM processes, including Incident, Problem, Change, Knowledge, Release Management, and Service Catalog, to drive operational efficiency and service excellence. I bring extensive experience in integrating and automating third-party applications such as AWS, SCCM, JIRA, LDAP, and Salespoint, enhancing cross-platform connectivity and workflow automation.
My expertise in ITOM solutions including MID Server installation, Discovery, and Service Mapping, allows me to build and maintain a highly accurate, dynamic CMDB that supports strategic decision-making. I also specialize in applying CSDM standards, ensuring optimized data structures, improved visibility, and seamless alignment with business objectives.
Additionally, I excel in creating user-friendly Service Portals, leveraging Generative AI for intelligent automation, and fully utilizing ServiceNow’s capabilities to enhance process efficiency. With advanced scripting expertise in JavaScript (Glide APIs), I develop customized workflows, automate complex business processes, and design user-centric solutions.
Known for my collaborative approach, strategic mindset, and problem-solving skills, I am adept at translating business requirements into impactful ServiceNow solutions that drive innovation and business value.
WORK EXPERIENCE
RESOURCE MANAGEMENT CONCEPT (RMC) JUNE 2023 – Present
Sr. ServiceNow Consultant
Configured CMDB Data Manager policies to enforce lifecycle rules for retirement, archiving, and deleting CIs, ensuring data accuracy.
Spearheaded a project to configure the CMDB, enhancing its health and efficiency, while developing and applying encoded queries to create CMDB groups for more effective organization and management of configuration items.
Integrated Microsoft SCCM with ServiceNow CMDB to automate hardware and software asset discovery.
Worked closely with stakeholders to establish health metrics and key performance indicators (KPIs) for the CMDB, creating benchmarks to effectively assess data quality and monitor system health.
Implemented Generative AI to enhance user interactions by enabling virtual agents to provide context-aware responses and automate knowledge retrieval.
Developed a CI class within the CMDB and established identification and reconciliation rules to ensure precise CI identification and management through the Identification Engine.
Designed update sets to document local changes and monitor modifications to configurations and customizations.
Facilitated the deletion, archiving, or retirement of dependent CIs following the necessary approval processes.
Assessed and optimized asset management practices, improving the efficiency and effectiveness of IT asset lifecycle management.
Applied domain separation to segregate data, workflows, and administrative activities, enhancing organizational efficiency and clarity.
Created and developed dashboard reports using Power BI, Excel, and ServiceNow reporting tools to provide stakeholders with valuable insights.
Consolidated multiple update sets into a single set to simplify deployment and enhance change management.
Integrated AWS CloudWatch and AWS Config with ServiceNow for real-time monitoring and incident automation.
Combined several update sets into a single set to streamline deployment processes and improve change management efficiency.
Configured LDAP integration with Active Directory (AD) to enable automated user authentication, group synchronization, and role assignments.
General Dynamic information technology (GDIT) APRIL 2021- JUNE 2023
ServiceNow Developer/ Engineer
Configured Identification Rules in IRE to establish unique identifiers for CIs, preventing duplicate creation.
Implemented pattern-based and traffic-based Service Mapping to automate the discovery of application services and their dependencies.
Streamlined fulfillment processes by automating workflows through Flow Designer and Legacy Workflow Editor, optimizing task routing and execution.
Developed and configured Business Rules, Client Scripts, UI Policies, and Data Policies to enforce complex business logic and enhance platform functionality.
Designed and built custom Service Portal pages to enhance user experience and streamline self-service capabilities.
Designed and developed custom applications, modules, and workflows to address unique business requirements, extending the platform's capabilities beyond standard out-of-the-box features.
Set up and administered Service Level Agreements (SLAs) for incident, problem, and change management processes, actively monitoring SLA workflows to ensure timely resolution and adherence to compliance standards.
Developed and customized UI components and Service Portal pages to enhance user experience, improve accessibility, and streamline interactions within the system.
Developed custom catalog items, order guides, and record producers to simplify IT service requests.
Created and maintained server-side scripts, business rules, and client scripts to automate workflows and optimize platform performance.
Configured widgets, UI policies, and dynamic content to improve portal navigation and data presentation.
Automated CMDB cleanup processes by setting up automated deletion rules for outdated or orphaned CIs.
Designed and maintained server-side scripts, business rules, and client scripts to streamline processes and improve platform functionality.
Designed, configured, and optimized workflows using Flow Designer and legacy workflow capabilities to automate business processes.
Developed and optimized Service Catalog items, record producers, and order guides to streamline user requests and enhance IT service delivery.
Worked closely with IT teams to analyze incidents and problems, delivering effective ServiceNow solutions for root cause analysis and resolution.
Monitored system performance, identify improvement areas, and implement best practices to enhance platform efficiency and user experience.
Designed and manage Service Catalog items, record producers, and order guides to streamline service request processes.
Utilized the Common Service Data Model (CSDM) to structure the CMDB in alignment with business capabilities, services, and technology landscapes.
Configured integrations between ServiceNow and external systems using Service Graph Connectors, REST, SOAP, and MID Servers for seamless data exchange.
GLOBAL INFOTEK (GITI) FAB 2020 – APRIL 2021
Sr. ServiceNow Administrator/Developer
Integrated Flow Designer with external systems using pre-built spokes to facilitate seamless data exchange and streamline cross-platform processes.
Exhibited expertise in a wide range of ServiceNow components, including UI Policies, Data Policies, Client Scripts, Business Rules, UI Actions, Scheduled Jobs, UI Scripts, Notifications, Script Includes, SLAs, ACLs, Metrics, Workflows, and Flow Designer.
Possess extensive experience in configuring and implementing Incident Management, Problem Management, Change Management, and Service Catalog Management to enhance IT service delivery.
Created record producers to generate incidents efficiently, ensuring alignment with business requirements and streamlining the request process.
Managed and resolved data integrity issues, ensuring the accuracy and reliability of information within the CMDB.
Imported data from external sources and mapped it to the appropriate target tables within ServiceNow.
Configured and managed Service Level Agreements (SLAs) for incident, problem, and change management processes, ensuring compliance with specified requirements and monitoring SLA workflows for timely resolution.
Oversaw the data life cycle within the CMDB, optimizing processes to enhance efficiency and data accuracy.
Utilized CI Class Manager to administer CMDB classes and hierarchy, maintaining database health and adherence to established standards.
Configured domain separation to segregate data, processes, and administrative tasks, improving organizational clarity and operational efficiency.
Worked closely with stakeholders to establish health metrics and KPIs for the CMDB, setting benchmarks to assess data quality and monitor system health effectively.
Contributed to a project aimed at configuring the CMDB for the organization, improving its health and efficiency. Developed and applied encoded queries to create CMDB groups, enhancing the organization and management of configuration items.
Implemented REST API-based integration to automate ticket creation and updates between ServiceNow ITSM and JIRA Software.
Developed custom applications and modules within ServiceNow to meet specific business needs or provide specialized functionalities beyond standard features. Design and implement custom UI components, business logic, and integrations in alignment with project scope and requirements.
CONSUMER VALUE PARTNER (CVP) NOVEMBER 2018- February 2020
Jr. ServiceNow Administrator
Created and modified UI policies, business rules, client scripts, and data policies to meet business needs.
Supported the development and maintenance of dashboards and reports to provide insights to stakeholders.
Administered user and group management, ensuring appropriate access controls and data security.
Developed and maintained the Service Catalog by creating catalog items, record producers, and workflows to streamline request fulfillment processes.
Collaborated with stakeholders to understand requirements, translating them into technical solutions through business rules, client scripts, UI policies, and workflows.
Provided daily support for the ServiceNow platform, performing scripting, configuration, and customization to enhance platform functionality and align with business needs.
Designed and implemented UI Policies to dynamically adjust form behavior, enhancing user experience and ensuring data accuracy.
Assisted in CMDB data entry, updates, and validation to ensure data accuracy.
Used CMDB Data Manager to enforce CI lifecycle rules, including archiving and deletion of stale records.
Maintained Knowledge Base articles to provide IT support teams with troubleshooting guides.
Assisted in building CMDB health dashboards to monitor missing relationships and compliance.
Configured Flow Designer to automate common IT service tasks.
Configured Access Control Lists (ACLs) to enforce security policies and protect sensitive data.
CONSUMER VALUE PARTNER (CVP) March 2017 – NOVEMBER 2018
CYBER SECURITY ANALYST
Provide Assessment and Authorization (A&A) support for new systems undergoing initial authorization to operate (ATO) process and existing systems undergoing continuous monitoring.
Ensure maintenance of ATO for both no-promise and FedRAMP packages. Serve as the principal advisor on all matters involving the security of information systems.
Ensure maintenance of ATO for both no-promise and FedRAMP packages. Serve as the principal advisor on all matters involving the security of information systems.
Ensure appropriate security controls are applied during the SDLC phase and maintain integrity, confidentiality, and availability throughout the SDLC.
Perform annual reviews and updates of security documentation and policies such as SSP, CP, IR, CMP, RAR, SOPs, and other security documents.
Tailor security controls for systems and provide implementation statements using tools like CSAM.
Interview stakeholders such as system owners, developers, and system administrators to develop and document security control implementation statements.
Advise senior leadership of changes affecting the systems or network information assurance posture.
Work with POCs to migrate on-premises systems to CSP (AWS or Azure) and maintain ATO.
Developed CI/CD pipelines using GitHub Actions, automating DevOps processes and streamlining deployment workflows to reduce time-to-market.
Built automated build platforms and continuous integration processes using AWS DevOps tools, facilitating seamless deployments to Amazon EKS and ECS clusters.
Spearheaded the creation of 50+ reusable Terraform modules, increasing infrastructure deployment speed by 40% and ensuring repeatability for 200+ AWS cloud resources.
Reduced deployment times by 30% by implementing CI/CD pipelines with GitHub Actions, leading to faster release cycles for over 10 application teams.
Improved system reliability by 50% through the implementation of monitoring and alerting systems in Kubernetes clusters, supporting over 200 microservices across cloud environments.
Assess the effectiveness of technical, operational, and management security controls.
Create and finalize Security Assessment Reports (SAR) and provide recommendations to mitigate or remediate reported weaknesses and vulnerabilities.
Created and maintained documentation relating to all security systems and configuration settings.
Worked closely with business users and other internal IT staff, as well as external consultants, to complete projects under high levels of responsibility and autonomy.
KEY COMPETENCIES AND EXPERTISE
Configuration Management Database (CMDB) with Common Service Data Model (CSDM) implementation
Custom and Scoped Application Development
IT Operations Management (ITOM) – Discovery and Service Mapping
IT Asset Management (ITAM) – Hardware Asset Management (HAM) and Software Asset Management (SAM)
ITIL v3 and ITIL v4 frameworks for IT Service Management (ITSM)
Incident, Problem, Change, Release, and Knowledge Management
Service Catalog, Record Producers, and Order Guides configuration
Integration of AWS, JIRA and SCCM with ServiceNow
Scripting and programming skills: JavaScript, HTML, Glide APIs, CSS, SQL, and Python
Email Notifications and Event Registry management
Service Level Management – SLAs, OLAs, and Underpinning Contracts (UCs)
Performance Analytics for data-driven insights and reporting
Custom and Scoped Application Development
Service Portal Configuration and enhancement
Software Development Life Cycle (SDLC), Agile, and Scrum methodologies
UI Actions, UI Policies, Data Policies, and Business Rules
User Administration and Role-based Access Management
Use of Formatters and Plugin Management
Workflow Customization, Automation, and Flow Designer
Dashboard Reporting, Reports, Scheduled Jobs, and data analysis with Excel and Power BI
Access Control List (ACL) Management for security and permissions
Data Source configuration, Import Sets, and Update Sets for data integration
Project Management
Metrics Management
Form Designer expertise
Strong problem-solving and analytical skills
EDUCATION
Fotso Victor Institute of Technology, Cameroon
Bachelor of Science, Electrical Engineering (major)
Computer Science (Minor)
University of Maryland Global Campus (UMGC)
MA Cyber Security Management and Policy (In Progress)
CERTIFICATIONS
ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Application Developer (CAD)
ServiceNow Implementation Specialist (CIS)
AWS Solution Architect Associate
CompTIA Security+ CE
ISACA Certified Information Security Manager (CISM)
JOHN DICKSON TIWU AKWA
Address75082 Richardson, Texas Email: *******************@*****.***
Phone:214-***-****
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