SUMMARY

• An experienced ITSM, CMDB, ITAM, SAM, Integrations and Infrastructure Management Architect with a proven background in project leadership and services delivery for complex enterprise IT asset, software, services, facility, contract management, portal, web and reporting services projects.
• Technology leadership includes 17+ years of IT experience with expertise in leading full project life cycle IT service and asset management teams, initiatives and process transformation efforts.
• Experience includes advanced knowledge, understanding and implementation experience with ServiceNow IT Asset Management, ITSM, CMDB, Discovery, Orchestration and Service Catalog solutions, best practices and industry trends.
• Proven track record of working in a fast - paced environment and demonstrating strong complex problem solving skills.
• Educational background includes a dual Master’s Degree in Computer Science and Mathematics.

TECHNICAL SKILLS

Operating Systems: - UNIX, Linux, Microsoft Windows-Based and Mac OS, Sun and VAX/VMS

Software, Tools, Applications & Protocols: - ServiceNow {Asset Management, Service Management, CMDB, BSM, MID, Discovery, Service Catalog, Platform Development, SaaS }, CMDB, ITIL, BTO, BMC, Remedy, IT hardware, software and network auto-discovery tools including SCCM/SMS, Tivoli, LANDesk, Web Portals, ERS, Crystal Reports, J2EE, XMLArchitecture, SDLC, SQL Server, Oracle, VB, MS Office (VBA, Access, Excel, Word, Outlook, FrontPage, PowerPointPhoto Editor), PeopleSoft, TCO, ROI, MS (IIS, SSL, SMS, Visio, Project), OOP, GUI, Citrix, Win-Install, ODBC, RDBMS, AD, LDAP, FTP.

ServiceNow versions: Istanbul, Helsinki, Geneva, Fuji, Eureka, Dublin, Calgary, Berlin, Aspen.

Hardware: All major desktop, server and mobile platforms, routers, switches and hubs

PROFESSIONAL EXPERIENCE

ServiceNow Solutions Architect

Confidential - Charlotte, NC

Responsibilities:

• Implement successful solution adoption from technology planning, investment decisions, implementation to ongoing operational support for multiple, highly complex platforms and portfolios.
• Responsible for improving the availability, security, compliance, interoperability, performance, and technology cost of assigned portfolios/platforms. Successfully used a combination of business, technical and leadership skills.
• Instigate and synthesize IT trends into multi-year technology investment plans. Mentoring others in a matrixed team environment.
• Lead, mentor, and coach Solution Architects to build their skills and readiness in technology, portfolio, and platform tasks.
• SME - subject matter expert for ServiceNow portfolios/platforms and actively collaborate with other Solution Architects on IT standards, innovation and integration opportunities to enable new value chains and business efficiencies.
• Ensure as the IT standards and best practice owner for several technology, platform, and portfolio domains and facilitate a collaborative process to establish, gain consensus, and communicate R&D, Invest, and Disinvest product roadmaps.
• Guide business owners and Technology Services teams to ensure the consistency of their components to the overall business capability, IT product architecture, and IT roadmaps.
• Career and technical progression from hands-on support, development, design, and architecture to portfolio-level responsibilities including standards, strategy, product and capability roadmaps. Architect large-scale and long-term technology transformation.
• ServiceNow modules/appl. implemented and integrated: Incident, Problem, Change, CMDB, Asset, Software, Discovery, MID Server, Service Catalog, Knowledge, Reports, Security Operations, LDAP, JDBC, SSO, REST API, etc.

ServiceNow Solutions Architect

Confidential, NYC, NY

Responsibilities:

• Define key solution portfolios and ensure they are managed and then supporting asset centric portfolio management disciplines
• Develop road maps describing the evolution of all enterprise solution portfolios from current state to future state
• Ensure that project management and other stakeholders leverage all aspects of the Enterprise Architecture
• Analyze business context (trends and business strategy) to derive the enterprise solution architecture change requirements
• Define models, including solution patterns, to guide solution decisions for the enterprise
• Expertise in application development, SDLC, and in-depth understanding of Cloud applications, specifically ServiceNow
• Consult with application and infrastructure development projects to harmonize systems with the enterprise solutions architecture
• Ensure that all solution architecture design and analysis work is documented in a structured fashion matching the EA framework
• Implemented customer’s ITSM,, etc. to support the customer’s application(s) automation and integration(s).
• Design and direct the governance activities associated with ensuring enterprise solutions architecture compliance
• Lead the consulting engagements in the Enterprise ITSM space. Translate business needs into solution architecture requirements.
• Implement technical architectures. Used Java script, XML, HTML, Web Services, SOAP/REST APIs, SSO, LDAP and SSL.

ServiceNow Chief Architect

Confidential, NYC, NY

Responsibilities:

• Serve as team lead and SME on a large scale ServiceNow deployments, including multi-tenancy Domain segregation.
• Review technical and functional design requirements for ServiceNow and provide recommendations for improvement.
• Serve as liaison and first point of contact between business service lines and ServiceNow vendor.
• Ensure project scope and objectives are accomplished within the prescribed time frame and funding parameters.
• Roll out / maintain / customize ServiceNow modules: ITSM, ITAM, CMDB, PPM, Discovery, Service Catalog, Project, Portfolio, Orchestration, etc. Effectively prioritize multiple tasks.
• Use Mid server, webservices, email and other relevant technology to integrate IT tools / applications with ServiceNow.
• Provide leadership in gaining insight on functional and non-functional requirements related to technical delivery.
• Monitor overall user satisfaction. Provide system troubleshooting in conjunction with vendor and internal resources.
• Participate in design, code, test reviews cycles. Assist business service lines in developing client specific reporting.
• Develop required ServiceNow integrations (SSO, LDAP, SCCM, etc.). Use SCRUM/Agile development methodology.
• Lead customizations of: CMS, Workflows, XML, SaaS, Java, JavaScript, CSS, AJAX, HTML, etc.
• Drive the continuous improvements of implementation methodology and service offerings based on client experiences.

ServiceNow ITAM, ITSM, & CMDB Architect & Project Lead

Confidential, NEW YORK/NY

Responsibilities:

• Gathered requirements, solution design, analysis, custom development, testing, integration and deployment
• Developed and managed application code, user interface and third party integration including SSO & LDAP
• Implemented ServiceNow ITSM - Incident, Problem, Change, PPM, CMDB, Discovery, ITAM, SAM & Procurement
• Developed application UI, workflow, client scripts, business rules, scripts, data sources, import & update sets
• Customized and addressed ServiceNow technical and application configuration questions.
• Create and manage Software models, Licenses (Entitlements), Installations, Counters, Reports.
• Facilitated and implemented continuous improvements to deployment methodology based on experience
• Provided technical expertise in SDLC and Web technologies including XML, HTML, JavaScript, & Web Services
• Excellent knowledge of ITIL V3 and contemporary ServiceNow architecture - Aspen, Berlin, Calgary & Dublin

ServiceNow ITAM, ITSM & CMDB Architect

Confidential

Responsibilities:

• Gathered requirements from stakeholders looking to leverage ITSM, ITAM, CMDB & SAM
• Customized ITSM processes & procedures for Incident, Problem, Change, CMDB, ITAM, SAM & Runbook Automation
• ITIL Tool design and development & Joint Application Development
• Provided application configuration and customization including screen tailoring and workflow customization, administration, report setup, data imports, AD/LDAP integration, custom scripting and third party SW integration
• Analyzed and resolved all issues regarding engineering solutions that were built with no or little documentation
• Configured and customized new and existing CMS modules, CMDB, PPM, SAM & ITAM
• Supported translation of business requirements into ITSM, ITAM, CMDB and SAM technical requirements
• Create and manage Software models, Licenses (Entitlements), Installations, Counters, Reports.
• Created reporting requirements for data extraction, import, export, publishing, distribution, cataloging & scheduling
• Implemented auto-discovery in a multi-datacenter environment
• Trained users and produced all documentation and culturally integrated application knowledge on work completed
• Utilized MS SQL and Oracle database with JDBC to connect and query

ServiceNow ITAM & ITSM Architect

Confidential

Responsibilities:

• Implemented enterprise applications and processes for ITSM, ITAM, PPM, Self-Service, SAM, and Discovery
• Drove all knowledge transfer for ITSM, ITAM & SAM in technical and business meetings with customer & partners
• Engaged in integrated joint application development (JAD) process including highly collaborative requirements-definition and software system design in which stakeholders, SMEs, end-users, software architects and developers participated in intense off-site meetings to work out details for the development of business systems
• Customized and built ITSM and ITAM tools based on ITIL guidelines and planning meeting outcomes
• Provided leadership to team members on technology and applications and other project related subjects
• Worked daily with client and partners on IT Enterprise Application(s) knowledge transfer solution and process
• Led research, strategy, development, administration, maintenance, upgrade, knowledge transfer, best-practices and complex gateway development for ITAM, PPM, ITSM & SAM and CMDB with corporate systems
• Served as architectural lead for ITSM and ITAM configuration, testing, and deployment
• Provided software and tools configuration and customization including screen tailoring, workflow customization, administration, report setup, data imports, custom scripting and third party software and tool integration
• Operated within a large IT Enterprise environment with million plus assets with a 50/50 software and hardware mix
• Improved performance of ITSM, ITAM and SAM applications through database optimization of Oracle & MS SQL
• Implemented automated electronic vendor interface B2B e-procurement solution
• Configured and maintained web-based auto-procurement, ITAM, CMDB and SAM business functions and procedures
• Reviewed, implemented and administered ITAM, ITSM and SAM and provide release and deployment training
• Supported all internal customized applications written in HTML, Java, XML, VB.net, VBA, C++, & Visual Studio

Senior BTO Architect & Project Manager

Confidential

Responsibilities:

• Provided requirements gathering, analysis, design, and technical documentation for CMDB, DDM, ITAM & ITSM
• Configured IT auto-discovery DDM tool to gather CI for hardware, software and business application information connected to the client’s local and wide area network environment
• Worked with HP and WMG on completing infrastructure assessment, data gathering and maintaining and configuring hosting environment for IT CMDB, DDM and ITAM to drive reliability, performance, manageability and security
• Coordinated database and application mapping infrastructure work with DBAs and application and systems owners
• Performed IT discovery and analysis on client's LAN/WAN servers in New York and California and completed high- level DDM discovery of various applications and their mappings grouped by software technology

Senior ITAM, CMDB & DDM Architect

Confidential, SAN ANTONIO/TX

Responsibilities:

• Administered, enhanced and supported new IT Asset Management System and automated services
• Integrated HPOV Asset Management system with SAP along with auto discovery tool DDM via Connect-IT
• Maintained and configured ITAM hosting environment for reliability, manageability, performance, and security
• Customized and built tools ITSM and ITAM tools based on ITIL planning meeting outcomes
• Interacted directly with database team and SAs on ITAM and SAM application infrastructure related work
• Coordinated activities for ITAM infrastructure setup and configuration and hardware and software asset tracking
• Documented all ITAM related activities and requirements
• Implemented and customized ITAM and DDM solution including: Portfolio, Contract, Finance, ITSM Software Manager and Administration modules
• Implemented IT SAM solution with SW licensing, counters and all required reporting
• Deployed data transfers between ITAM, SAP, DDM, FTP and cross platform transfers via Connect-IT
• Implemented Workflows, Actions, Reports, Wizards and Views in ITAM
• Optimized and improved codes for better results
• Automated data imports and transactions to and from financial, business and external applications using Connect-IT

Senior Systems & Technology Business Analyst

Confidential, HOUSTON, TX

Responsibilities:

• Gathered requirements and specifications for project based on analysis of business processes and applications
• Evaluated current system and made recommendations for changes, gap analysis, process flows, and modeling
• Led technical staff on full IT Asset life cycle project

Senior Systems & Technology Business Analyst

MORGAN STANLEY, NEW YORK/NY

Responsibilities:

• Collected specifications for business hardware and software applications based on analysis of business processes
• Installed and upgraded business applications - AssetCenter, ServiceCenter, Connect-IT, Access, VBA & SQL

Senior Systems & Technology Business Analyst

Confidential

Responsibilities:

• Collected specifications for business computer applications based on analysis of business processes
• Supervised different ITAM and Inventory applications to meet user requirements including project and data analysis
• Administrated applications including addressing web server issues, development and code, query and report updates
• Analyzed gaps in the roadmap and SDLC and developed licensing, reporting, purchasing & inventory requirements
• Tracked and communicated status and progress of ongoing projects to extended team
• Designed code, debugged business applications based upon defined requirements and specifications.

Development Lead / Senior Systems & Technology Business Analyst

Confidential, NEW YORK/NY

Responsibilities:

• Crafted specifications for business applications based on analysis of processes and interaction with key team members
• Implemented full asset life cycle - procurement, deployment, depreciation and retirement using enterprise system
• Identified tasks necessary to develop business systems based on defined requirements and specifications
• Designed, implemented and supported barcode scanner integration solution via AC, ACWeb, Get-IT and C-IT