Information Technology Configuration Management

Shawn Frenche

SUMMARY:

Dedicated Information Technology professional with 20 years of experience with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Proficient in providing detailed training to newly hired personnel. Goal-driven and hard-working individual excelling with attention to detail and strong troubleshooting skills.

CLEARANCE: TS/SCI with CI Poly

CERTIFICATIONS:

Security+

CASP+

ITILv4

Certified ServiceNow Administrator (CSA)

SKILLS:

ServiceNow (Knowledgeable)

Windows (Knowledgeable)

System Maintenance (Knowledgeable)

Tier 2 Support (Knowledgeable)

Security and Networks (Knowledgeable)

PROFESSIONAL EXPERIENCE:

NetServices, Inc. 2022 - Present

Junior ServiceNow Developer

Participate in software programming initiatives to support innovation and enhancements, using Javascript and ServiceNow workflows.

Promotes best practice implementations of a Configuration Management Database (CMDB) in large-scale environments.

Engineer ServiceNow IT Service Management (ITSM) Implementation for Incident, Problem, Change, Event and Schedule Management to include workflows, business rule customization and scripting.

Proposes and manages the shared data needs between the CMDB, Asset Management and Configuration Management

Utilizes current best practices for CMDB procedures and provides input or feedback for continuous improvement.

Plans for data ingestion from different legacy sources, makes design decisions on that data and works to reconcile data based on the chosen authoritative source.

ServiceNow Service Portal Implementation and Customization; develops Service Portal widgets and capabilities, leverages UI policies, UI actions, client scripts.

Implements ServiceNow users, groups, roles, ACL management.

Develops applications and modules using scripted REST APIs and customized notifications, approvals, and inbound email actions.

CACI International 2021 - 2022

Shift Supervisor/Lead Trainer

Utilize ServiceNow ITSM (ticketing) applications

Manage and update data sets, import data, and make changes to tables/forms/fields in ServiceNow

Collaborate with multi-functional team in support of fast-paced, high-demand Network Operations Center (NOC) to streamline operations

Utilized ServiceNow to document enterprise incidents/logging and provide situational awareness to site leadership

Conduct post-outage forensics and created incident action report creation for critical enterprise outages

Perform quality control on message delivery from Network Operation Center (NOC) for dissemination to Enterprise community

Fulfill system administration duties of preventative maintenance such as backups & application installation for eight critical mission systems

Deliver successful training to more than 40 employees educating on successful work processes and productivity strategies

Operations Bridge Shift Supervisor 2020 - 2021

Manage and update data sets, import data, and make changes to tables/forms/fields in ServiceNow

Prepared daily briefings, charts, and reports of daily operations for Network Operations Center (NOC) to COMM Mission Director

Provided on-site Linux and Windows expertise to detect, monitor and manage enterprise services

Monitored incidents impacting VIPs, mission, business & enterprise services using Development Incident & Problem (DIP) reporting tool

Supplied incident and problem management support, quality assurance and support staff training

Coordinated network maintenance activities affecting the COMM enterprise & supporting customers

Leveraged Enterprise Management tools and analytics to correlate service impacts, availability, capability to maintain SLA conformance

Enterprise Monitor 2018 - 2020

Configured and installed various network devices and services (e.g., routers, switches, firewalls, load balancers, VPN, QoS)

Established networking environment by designing system configuration; directing system installation; defining, documenting, and enforcing system standards

Provided Tier 2 support and troubleshooting of Windows/Linux OS to resolve network issues and anomalies

Assisted with established configuration and change management policies to ensure awareness, approval and success of changes made to network infrastructure

Collaborated with network architects, analysts and others to assist with development of software & hardware installations.

Worked with vendors and other IT personnel for installations and services as well as problem resolution

Network Control Technician 2015 - 2018

Evaluated existing capabilities and established new systems and processes for tracking, measurement, reporting, and analysis of all traffic

Implemented, troubleshoot, maintained and uninstalled telephone data and video services circuitry and associated terminal equipment (CSU's, Routers, etc.)

Diagnosed, repaired, tested, and fabricated fiber optic cables, as well as expanded, maintained, and tested existing Fiber Optic Distribution System

Responsible for troubleshooting commercial audio, video, lighting and data projects, to include installation of cabling, raceways, and devices

Achieved goals in response to customer requirements via planning and delivering customer support services including installation, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements

Performed Active Directory system administration tasks for NGA intelligence community, such as enabling, disabling, creating, and deleting users, while ensuring necessary network account access for 10K+ users

GDIT 2010 - 2015

Configuration Analyst

Tracked over 90,000 hardware assets at various points in the asset lifecycle, including receiving NCE, NGA, and NCW shipping from the warehouse, scanning and inventorying the asset

Stored, inventoried, and distributed assets to authorized deployment team staff, and assigning the asset to workstations after deployment

Provided asset management reporting in support of the asset management process

Utilized Asset Management System software to update and track location and submit changes via Archibus

Analyzed complex engineering change proposals to determine the effect on the overall system

Performed audits and documented results

Monitored subcontractors and vendors to ensure that the statement of work were properly implemented

Developed configuration and data management documentation based on program requirements

Participated in design reviews, audits, scheduling, budgeting, etc.

Henkel’s McCoy 2006 - 2010

Cable Technician

Evaluated existing capabilities and established new systems and processes for the tracking, measurement, reporting, and analysis of all traffic

Maintained, diagnosed and repaired fiber optic infrastructure; Single-Mode and Multi-Mode, plus LAN components

ARK Systems 2004 - 2006

Telecom Technician

Performed fiber optic cable construction installation of high-speed modems and connectivity for LAN/WAN systems

Provided and advanced level of support in the testing, locating, maintenance and repair activities for assigned sites

TEXEL-SPL 2002 - 2004

Operations Technician

Received and coordinated service calls from customer contact and generated work orders

Maintained schedules for maintenance, repairs, inspections and safety certifications

EDUCATION:

TESST College of Technology, Beltsville, MD 2002

AS, Cable Management

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