SUMMARY:

• Results - driven ServiceNow Architect / Developer / Analyst with a proven track record of exceeding expectations in a highly competitive statistic based global industry while consistently seeking innovative solutions to unique and ever-changing landscapes.
• Certified ServiceNow System Administrator
• Worked toward configuration management goals and objectives to ensure stakeholders were in alignment with agreed upon priorities.
• Implemented ServiceNow applications and associated modules that include Service Desk, Change Management, Incident Management, Problem Management, Knowledge Management, Discovery, Orchestration, and Workflows.
• Utilized SDLC (now Agile) Application within SNOW to architect and implement ITIL strategy related to Demand and Release Management.
• Performed maintenance and support of ServiceNow operational and administrational functions.
• Expert understanding of ServiceNow reporting application and associated modules.
• Successfully managed multiple concurrent projects with meticulous budget forecasting and workforce projections developed through data analysis, predetermined operational and capital budgetary metrics, and logistical capabilities of service providers.
• Consistently provided seamless execution of all process improvement and change management related activities across the organization by applying process improvement, change management methodologies, communication planning, organizational readiness assessment and stakeholder analyses.
• Successfully managed up to 17 direct reports while implementing new processes that reduced all KPI's, allowing for the Colorado market to move from the "middle of the pack" to the number one performing market in the nation for three consecutive years.
• Consistently demonstrated very strong analytical skills through understanding of underlying assumptions while conveying findings and recommendations to C-level executives in the form of verbal presentations, written reports, and/or Power Point presentations.
• More than six years of Project Management experience using Agile and Waterfall methodologies.
• More than 12 years of infrastructure implementation/upgrade experience in Technician, Engineering, Project Management, and Managerial roles.
• More than eight years in roles in which I managed and/or cultivated vendor relationships while collaborating with C-Level executive.
• End-to-end cross-provider monitoring tools and processes
• Ability to lead large, cross-functional teams to achieve business goals and results.
• Supports the development and communication of product strategies dependent on new services/features to drive financial results.

PROFESSIONAL EXPERIENCE:

Confidential

ServiceNow Business Systems Analyst

Responsibilities:

• Understand business drivers and map business needs to functional design.
• Develop future solution strategies by working closely with Business and Development teams.
• Document functional business requirements, process flow diagrams, and business use cases.
• Facilitate requirements gathering and process mapping workshops.
• Perform gap analysis.
• Build proofs-of-concept (POC) for potential new solutions and technologies by working closely with science and engineering teams.
• Accountable for the timely delivery of projects as per established roadmaps by working closely with business teams.
• Create and present functional and technical design including data analysis to the business teams, and gather feedback to influence solution design and approach.
• Facilitate review sessions with functional owners and end-user representatives.
• Participate in end to end implementation planning including project management, issue management, communication and change management.
• Write and review QA and UAT test scripts.
• Drive UAT with business users including coordination and user acceptance signoff.
• Preparation of user documentation and training documentation as necessary.
• Leverage business knowledge and expertise to drive business process improvements.

Confidential

Principal Consultant

Responsibilities:

• Process and domain consulting.
• Implemented ServiceNow applications and associated modules that include Service Desk, Change Management, Incident Management, Problem Management, Knowledge Management, Discovery, Orchestration, and Workflows.
• Utilized SDLC (now Agile) Application within SNOW to architect and implement ITIL strategy related to Demand and Release Management.
• Analyze business processes and document functional requirements to increase operational maturity.
• Develop use cases, process diagrams, and requirements documentation.
• Consults with client/project manager to architect and develop appropriate process solutions.
• Educate and negotiate the right requirements for client to deliver a positive experience, coupled with increased efficiencies and reporting.
• Follow-up on outstanding client needs and provide timely status reports to key stakeholders.
• Communicates technical problems and solutions to both technical and non-technical audiences.
• Assist in the scoping of new opportunities and to design tools and techniques to deliver efficiently.
• Advise on options, risk and impacts on business processes and cultural adoption.
• Contribute tactical and impactful tools, techniques, and methods to continuously improve process capabilities.
• Expand client’s network to include SNOW online support community.

Confidential, Denver, CO

ServiceNow Project Manager / Business Analyst

Responsibilities:

• Managed global projects for multiple 3rd party vendors including offshore outsourcing partner to meet milestones with quality standards.
• Analyze business processes and document functional requirements to increase operational maturity.
• Develop use cases, process diagrams, and requirements documentation.
• Consults with client/project manager to architect and develop appropriate process solutions.
• Educate and negotiate the right requirements for client to deliver a positive experience, coupled with increased efficiencies and reporting.
• Follow-up on outstanding client needs and provide timely status reports to key stakeholders.
• Communicates technical problems and solutions to both technical and non-technical audiences.
• Assist in the scoping of new opportunities and to design tools and techniques to deliver efficiently.
• Advise on options, risk and impacts on business processes and cultural adoption.
• Contribute tactical and impactful tools, techniques, and methods to continuously improve process capabilities.
• Expand client’s network to include SNOW online support community.

Confidential, Denver, CO

ServiceNow Project Manager / Architect / Developer / Administrator

Responsibilities:

• Implemented ServiceNow applications and associated modules that include Service Desk, Change Management, Incident Management, Problem Management, Knowledge Management, Discovery, Orchestration, and Workflows.
• Utilized SDLC (now Agile) Application within SNOW to architect and implement ITIL strategy related to Demand and Release Management.
• Developed productive working relationship with stakeholders and process owners that allows for a cross functional understanding of requirements and expectations across the enterprise.
• Planning and execution of both out-of-the box functionality as well as building custom scripts and workflows.
• Work with QA and end users to ensure new functionality passes testing and defects are resolved in a timely manner.
• Development and implementation of ServiceNow ITSM modules - Incident Management, Problem Management, Configuration Management, Change Management, Knowledge Management or other ITSM application.
• Excellent understanding of ServiceNow platform capabilities and tools.
• Excellent understanding of technical and functional design requirements related to ServiceNow.
• Create and manage shared reports and dashboards as well as provide training to the end user so they may create custom reporting tool to suit their individual needs.
• Design, develop and test new Service Catalog items.
• Experience with relational databases (e.g. MySQL, Oracle).
• A fundamental understanding of ITSM, ITIL and CMDB.
• Design and development experience in the ServiceNow platform, including but not limited to Discovery, Request, Survey, Incident, Problem, Change, Asset, CMDB.
• Experience in all aspects of ServiceNow from OOB to Go-Live.
• Experience integrating with or converting/migrating from other ITSM tools such as Remedy to ServiceNow.
• Experience with Orchestration, Service Catalog, and Discovery modules.

Confidential, Denver, CO

Project Manager / ServiceNow Development

Responsibilities:

• Deliver effective presentations of findings and recommendations to multiple levels of stakeholders.
• Identify opportunities for business improvement, and defining and measuring the success of those initiatives.
• Strong problem solving and structuring skills, with ability to bring actionable insights through effective communication.
• Excellent communication skills including experience speaking to a technical and business audiences and writing technical articles.
• Excellent understanding of new business and technical concepts.
• Experience with data warehousing, data modeling, dash-boarding and reporting, involving large datasets and multiple data sources.
• Proven experience with the software development lifecycle including managing requirements specification, design activities, prototype development, testing and final deployment.
• Proven vendor management experience including SOW creation, financial control, and aggressively driving vendor to meet date and budget commitments.
• Manage alignment and escalation between diverse stakeholders.

Confidential, Denver, CO

Critical Environment Engineer / Project Manager

Responsibilities:

• Responsible for the identification and technical analysis of energy savings opportunities as well as provided technical assistance to the client in developing overall projects in a cost effective and schedule adherent manner.
• Lead RFI / RFP process to select a packaged solution, including development of scoring and evaluation methods.
• Managed project budget forecasts and actuals.
• Experience with accrual-based accounting.
• Assisted in drafting and implementation of standards that contributed to enhanced infrastructure uptime.
• Performed energy cost savings calculations utilizing hand calculations, spreadsheets, and modeling software.
• Performed preliminary and detailed technical energy audits in a wide range of facilities.
• Identified facility improvement measures (FIM’s) related to a building’s infrastructure and capacity including electrical, mechanical, cabling and lighting systems.
• Determined operational characteristics of a building and identified improvement areas by reviewing sequence of operations, interviewing staff, and experienced observations.
• Provided detailed analysis of utility bill data including industry standard comparison of similar facilities and reviewing past documentation of comparable projects. Benchmarking methods include Energy Star, DCIE, PUE and other industry standards.
• Utilized established professional rapport with utility providers to secure rebates for audits and FIM implementation.
• Provided written documentation of FIM’s, including accurate scope descriptions, equipment specification, energy savings potential, benefits, and backup data to verify FIM’s.
• Collaborated with program managers with regard to specific project tasks to achieve goals and meet deadlines relative to assigned projects.
• Developed preliminary and final Energy Star proposals, studies, meetings and presentations.
• Performed schematic design for building mechanical systems including drawings and layout, written design narrative, and sizing calculations.
• Developed software lifecycles including managing requirements specification, design activities, prototype development, testing and final deployment.
• Vendor management; including SOW creation, financial control, and aggressively driving vendor to meet date and budget commitments.
• Managed alignment and escalation between diverse stakeholders.
• Utility Management.
• Configured workflows, enhancement requests, and maintenance.
• Created scripts to automate routine tasks.
• Loaded, manipulated, and maintained data between ServiceNow and other systems.
• Researched and deployed new enhancements.
• Assisted in the maintenance and support of ServiceNow operational and administrational functions.
• Expert understanding of ServiceNow reporting application and associated modules.

Confidential, Denver, CO

Network Operations Manager / ServiceNow Developer

Responsibilities:

• Lead RFI / RFP process to select a packaged solution, including development of scoring and evaluation methods.
• End-to-end cross-provider monitoring tools and processes
• Managed project budget forecasts and actuals.
• Experience with accrual-based accounting.
• Responsible for providing coverage for both field and switch operations.
• Oversaw the monitoring of network alarms, taking necessary action to resolve network impacting issues.
• Collected and processed network performance data for ongoing analysis.
• Ensured cell and switch platforms were functioning properly and maintained on schedule.
• Provided vendor support on issues related to bringing up new system functionality or sites.
• Prepared status reports of activities for both the field and switching operations.
• Responsible for preparing moratorium documentation of problems and resolutions.
• Provided leadership and guidance to field and switch personnel, setting goals and completing employee performance appraisals.
• Ensured the safe and efficient performance of all job functions.
• Collaborated in the expansion and optimization of new and existing coverage areas.
• Ensured maintenance spot checks reached 100% of cell and switch performance requirements per company and industry standards including that they be properly documented for later review.
• Scheduled timely drive testing and troubleshooting of customer trouble tickets as necessary.
• Provided hands-on troubleshooting and supervision of cell and switch related outages in the event of emergency circumstances.
• Vendor management; including SOW creation, financial control, and aggressively driving vendor to meet date and budget commitments.
• Managed alignment and escalation between diverse stakeholders.
• Fleet Management.
• One of four developers that lead the design, development, implementation, and maintenance of ServiceNow through purchase to practice.
• Configured workflows, enhancement requests, and maintenance.
• Created scripts to automate routine tasks.
• Loaded, manipulated, and maintained data between ServiceNow and other systems.
• Researched and deployed new enhancements.
• Assisted in the maintenance and support of ServiceNow operational and administrational functions.
• Expert understanding of ServiceNow reporting application and associated modules.
• Assisted in maintaining application and workflows, implementations, and service quality standards.
• Contributed to process improvement planning, development, and implementation.
• Contributed to the overall success of the department and corporate objectives for self-serve initiatives.

Confidential, Denver, CO

Regional Project Manager / Equipment Engineer

Responsibilities:

• Responsible for program management in upwards of 70 concurrent projects in twelve markets that had a significant impact on the business; including A66 launch, IPC forecasting, and technical management of new elements needed to support new product initiatives.
• Forecasted and budgeted equipment capacity.
• Managed software & integration solution projects with budgets ranging from $25K to $25M.
• Lead RFI / RFP process to select a packaged solution, including development of scoring and evaluation methods.
• Managed project budget forecasts and actuals.
• Reacted to variances in subscriber growth based on traffic growth statistics and sales forecasts.
• Ensured capacity of ancillary switch equipment to include Tellabs, DAC’s, and test access systems.
• Tracked and forecasted growth on all ancillary switch equipment on an ongoing basis in addition to Lucent MSC equipment.
• Proficient knowledge of MSC network elements.
• Vendor management; including SOW creation, financial control, and aggressively driving vendor to meet date and budget commitments.
• Managed alignment and escalation between diverse stakeholders.
• Experience with accrual-based accounting.

Confidential, Denver, CO

Senior Switch Technician

Responsibilities:

• Responsible for all activities related to the Lucent-5E Switch and cell sites as well as all adjunct platforms including integration of new hardware/software platforms needed for new services the company elects.
• Conducted daily maintenance and back-ups on the 5ESS Switch as well as the ECP, and OMP.
• Respond to emergency services to ensure the integrity of the network.
• Performed maintenance on the Application Processors, Voicemail, and STP Servers; including scheduled back-ups.
• Coordinated, tested, and troubleshot transmission facilities including DS-3, DS-1, DS-0 and various network trunks.