System Administrator Service Management
Resume:
Franco Chi-Ho Siu
** ******* **, ******** **. ***30
Mobile: 415-***-**** Home : 650-***-****
E-mail: *********@*****.***
Core Competencies:
- Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog in ServiceNow/BMC Remedy platform.
- Development of Service Catalog, Catalog Items, designing workflows and execution plans.
- ServiceNow Administration/Development in ITSM modules; Change, Incident, Problem, Asset Management, Service Catalog, Knowledge management using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, Script Includes, ACLs.
- Provide strategy, architecture, support on ServiceNow or BMC Remedy on best practices of ITSM/ITIL.
- Excellent project management, planning and analytical skills.
- Goal-oriented individual with strong leadership capabilities, creative and proactive attitude.
- Excellent interpersonal and communication skills with staff and upper management.
- Analyst, design, architect, develop, test and implement of various business applications with - ServiceNow, BMC Remedy ARS system, Oracle PL/SQL, JavaScript, Perl script.
- ServiceNow Administration/Development.
Professional Experience:
Darden Restaurants Inc
IT System Engineer 01/2024 - Present
- Support BMC Helix 24.4 upgrade (Container).
- Convert existing Smart Report to Helix Dashboard as well as creating new Dashboard.
- Create BMC Helix Digital Workplace Catalog from exiting BMC Service Request Management.
- Support the development, implementation and continual improvement of IT Service Management (ITSM) processes such as Service Catalog, Incident, Problem, Change, Release and Configuration Management.
- Supports IT Service Management (ITSM) Strategy, Policy, and Procedures.
- Implements and maintains effective interfaces with other disciplines and other areas within IT and the business.
- Monitor, assess and identify strategies to improve processes, services, systems and analysis.
- Delivery of effective Incident Management support for IT services with the goals to minimize business and service impact to the Company.
- Work within the Service Management framework to prevent recurrences of issue, improve team's knowledge base, and prevent problems caused by changes.
- Partner with Application Development, Infrastructure and other stakeholders to provide proactive and business appropriate communication on status for incidents.
- Monitor metrics and measurements demonstrating application's health, performance, and goals.
- Monitor, assess and identify strategies to improve processes, services, systems and analysis.
- Assist in developing process automation/ implementation strategy, training and communication plan
- Support patching and upgrade of the ITSM toolset (Remedy/Helix) as directed
General Dynamics Mission Systems
Senior Advanced Applications Developer 10/2022 – 07/2023
- Support ServiceNow migration from Remedy platform
- Develop Business Rules, UI Policies, UI Actions, ACLs for ServiceNow project
- Involved in analysis of User Requirements and Business Rule. Work with team lead and Business Analysts to ensure development/configuration in ServiceNow meets ITIL best practice and company requirements.
- Participate in ServiceNow maintenance release.
- Triaged and resolved new and existing incidents and work orders of varying degrees of complexity related to RemedyITSM 20.02, AR System and Digital Workplace
- Architected, designed and developed new integrations by consulting and collaborates with stakeholders (senior managers, end users and IT staff) on requirements specification, solution design, prototype plans, developing and testing code, release, and supporting issue analysis and resolution.
- Ensured application interoperability with IT infrastructure components while ensuring compliance with wide-ranging information security requirements and best practices of ITSM/ITIL.
- Ensured application integration interoperability with other applications or subsystems (e.g. interface management, data integration systems, job automation)
- Troubleshooted and debugged applications. Recommended coding fixes to resolve outstanding issues and work to enhance applications to automate business process as best possible
Franco Chi-Ho Siu
11 Heather Pl, Millbrae CA. 94030
Mobile: 415-***-**** Home : 650-***-****
E-mail: *********@*****.***
Wells Fargo Bank San Francisco
Senior Software Engineer 05/2002 – 06/2022
2020 to 2022
- Architected, developed and configured ITSM application in ServiceNow based on best practices of ITIL.
- Served as ServiceNow administrator.
- Supported migration to ServiceNow from BMC Remedy with data import/export for Asset module (CMDB), report setups.
- Designed/configured/implemented/deployed Service Catalog, Workflows, API integrations in ServiceNow.
- Designed/configured Business Rules, UI Policies, UI Actions, Client Scripts in ServiceNow.
- Supported integration of ServiceNow to vendor applications with REST API, Web Services.
2002 to 2022
- Lead application developer for Remedy ITSM application.
- Served as project leader to manage the software development projects, ensured the projects were within the scope of requirement and on schedule.
- Planed for workable schemes to accomplish intended project outcomes by identifying the project’s milestones, deliverables, and tasks.
- Conducted requirement analysis, customization, development, QA/UAT testing and deployment Strategy.
- Supported integration to vendor application with REST API, Web Services.
- Ensured application development compliance with company business policy, security requirements and best practices of ITSM/ITAM/ITIL
- Developed and implemented enhancement for the existing Remedy ITSM applications with Remedy ARS 20.x, Oracle PL/SQL, C/C++, JavaScript, and Perl script.
- Developed/supported Remedy ITSM application including Change/Problem/Incident/Service Request/Asset module.
- Provided training and documentation for the Remedy ITSM application.
Excite@Home Redwood City, CA
Remedy Application Developer 03/2001 – 12/2001
- Developed and implemented enhancement for the existing Remedy applications with Remedy ARS, Oracle PL/SQL, Perl script, C/C++ and JavaScript.
- Performed Requirement Analysis, Customization, and Development of Change Management system and CRM.
- Provided documentation, maintained and supported the Remedy AR System.
San Francisco Chronicle San Francisco, CA
Remedy System Administrator 03/1999 - 03/2001
- Developed, maintained, and supported Help Desk application, Change Management system.
- Integrated Help Desk application with paging software and email system.
- Developed in-house asset management system and personnel tracking system.
- Developed executive reports with Crystal Reports.
- Developed and provided training to end-users.
Reach Communications Inc. San Francisco, CA
Project Manager 01/1997 – 03/1999
- Planned, managed and monitored clients’ project and keep clients informed.
- Provided expert advice to clients for the more complex logistical planning of projects.
- Optimized current and new methodologies to achieve measurable reductions in project cycle time.
- Managed and assigned engineers to the appropriate projects or clients.
- Developed in-house Help Desk application using MS Access and MS Visual Basic.
- Developed and supported custom-made application software for the clients (CRM).
Franco Chi-Ho Siu
11 Heather Pl, Millbrae CA. 94030
Mobile: 415-***-**** Home : 650-***-****
E-mail: *********@*****.***
Shane-Hunter Inc. San Francisco, CA
MIS Manager 03/1992 - 12/1996
- Designed and implemented the in-house software development, sales management and accounting software.
- Maintained and supported the company’s computer system and network infrastructure.
- Performed evaluation and planning on the computer system in order to deploy IT in company’s best interest.
- Maintained and supported EDI commerce and UPC.
Training & Certification:
- ServiceNow Certified System Administrator
- ServiceNow Fundamentals, Application Development Fundamentals, Scripting Fundamentals
- Remedy AR System 9.x, API Programming, BMC Atrium CMDB
- Remedy AR System Requirements Analysis, Design & Development, Performance Tuning & Troubleshooting
- Oracle 9i PL/SQL, Oracle Performance & Tuning, Oracle Backup & Recovery
- Remedy Skilled Professional Certificate
- Foundation Certificate in IT-Service management (ITIL)
Education:
San Francisco State University (Bachelor of Science) San Francisco, CA.
Major in Computer Science emphasis in Information and Programming
May 1991
Language: Fluent in English, Cantonese.
References: Full references will be furnished on request.
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