ServiceNow Consultant Resume Alpharetta, GA - Hire IT People

SUMMARY

Highly experienced Implementation, Service Management, and Infrastructure professional, which adheres and maintains defined high standards of processes and requirements at all times.
Driven to excel in a company where I can grow professionally and where teh working environment can motivate me towards teh company goals, together with my dedication and ability towards success in teh IT industry.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

ServiceNow Consultant

Confidential, Alpharetta, GA

Responsibilities:

Sr. Analyst

Confidential, IL

Responsibilities:

Daily execution of teh Confidential process (create/update/retire CIs and/or its relationships).
Support implementing process improvements.
Define and manage process Key Performance Indicators (KPI).
Process data validations
Define CMDB structure
Change Management
Change queue support (change reviews and approvals).
Perform primary role activities for teh process (depend on support rotation schedule).
Process weekly reports
Software Asset Management
Perform Project Manager role for process integration into teh ITSM tool (ServiceNow).
Gather project requirements and track project status, risks and issues.
Managing and leading teh project team to accomplish project timelines.
Project documentation and metrics

Change Management Analyst

Confidential, IL

Perform change reviews and approvals.
Analyzes and processes all change requests to ensure compliance with ITIL Best Practices.
Communicates all changes submitted through teh change request system in a timely manner.
Prepares changes for Change Advisory Board (CAB).
Perform Release Management installs and schedules using a variety of tools (Tivoli, Mainframe, Autosys).

System\Data Analyst

Confidential, IL

Responsibilities:

CMDB Data Management for Data Center planning and migration events.
Work closely with developers, test automation and performance specialists, release management and infrastructure specialists to keep all infrastructure CI data accurate and updated.
Analyzing and validating infrastructure CIs dat were part of migration events.
Manage team metrics and Key Performance Indicators (KPI).

IT Service Desk Supervisor

Confidential, Puerto Rico

Responsibilities:

Supervising Service Desk staff.
Provide training for technicians on procedures and coaching them on technical and customer service skills.
Manage teh weekly payroll and technician’s schedule.
Day to day workflow owner for incidents, problems, change requests and service requests.
Manage and analyze Service Desk area reports and Key Performance Indicators (KPI).
Established SLA’s within teh Service Desk and teh business.
Primary contact for DIRECTV Puerto Rico regarding ITIL processes.
Manage teh physical mainframes and servers of teh Puerto Rico data center.In addition, I perform teh roles of:
Incident Manager, Problem Manager and Change Manager.
Confidential (CMDB) and Service Level Management processes owner.
Exchange and ITSM tool Administrator.
Asset Management process owner including hardware and software Inventory.
IT department procurement process owner including hardware and software purchase.