SUMMARY:

• 4 years of Service Now Administration and Development experience
• 5 years of experience working with SharePoint Administration/Development
• 5 years administering and customizing SharePoint
• 5 years managerial experience
• 4 years of project management background
• 4 years of application development support
• 3 years desktop support experience
• 4 years of service desk support experience
• 8 years server support experience

PROFESSIONAL EXPERIENCE:

Confidential, Texas

MSP Technical Consultant

Responsibilities:

• Implementation Specialist - project breakdown and buildout
• Scripting - custom application, module scripting (business rules, UI policy, UI actions, client scripts, workflow scripting, background scripting, import scripting, etc.)
• Custom form design and layout
• CMDB buildout and relationship management
• Discovery processing and design
• Custom application building and design
• LDAP, SSO, and other user population methods
• Role and Group management
• ACL design and troubleshooting
• Custom field design
• Domain Separation
• Integration Web Services - Direct Web Service, REST, SOAP, JDBC, ODBC
• SCRUM methodology project processing
• Service Catalog/Service Portal - Item Design, Record Producers, Variable and Variable Sets, Custom form layout and design, UI Policy and Scripting manipulation, Product Catalog design
• Language Translation
• ITSM, ITOM, ITBM
• Application Development

Confidential, Texas

Enterprise Systems Management / Service Now Administrator

Responsibilities:

• Systems Monitoring with Spectrum, Splunk, BAC, and other tools
• Service Now development and administration
• Procedure documentation
• Project planning of Service Now deployment to replace current Magic system
• Design, Plan, and documentation of Service Now
• Java Programming of Service Now ticketing system
• Multiple Module/Application administration and development
• Discovery setup and configuration populating both CMDB and Asset
• Setup and configuration of SAM module
• MID Server setup and configuration
• Procurement, Contract, and Service Catalog configuration with significant workflow processing
• Release management setup with linking with Change Management
• Custom scripting through Business Rules, Clients Scripts, UI Policies, and UI Actions
• ACL modifications and updates
• User, Group, and Role management - building of custom Roles
• Inbound email action setup and configuration
• Notifications setup and configuration
• Creating custom and extended tables
• Building of custom approval processing for tasks

Confidential, Dallas, Texas

Systems Manager / SharePoint Administrator / Application Developer

Responsibilities:

• SharePoint 2010 upgrade to SharePoint 2013
• Setup, Design, and Configuration of all Virtual Servers for SharePoint 2013 environment
• Office Web Apps Server 2013 Management and Configuration
• Web and Application Server Setup and Administration for SharePoint 2013
• SQL Server 2012 Management and Administration
• Administrator / Developer of SharePoint 2010 Development, Test, and Production Instances
• Custom web part development
• Administrator of SQL Server 2008 R2 Development, Test, and Production Instances
• Perform SharePoint 2010 Backup/Recovery
• Developed SharePoint Backup/Recovery Plan
• Built SharePoint Farm Completely
• Branded and Developed All Site Content
• Custom Page Design with SharePoint Designer 2010
• Developed Custom Permissions inside of SharePoint
• Deploy Site Collection Changes from Development -> Test -> Production
• PowerShell use for SharePoint
• Setup Search Criteria including Crawl Information
• Site creation and development
• Permission additions and changes
• Management of 3 support personnel (assignment of tasks, review of work, and approval of time off)
• Support of all hardware equipment assigned to users - Tracking, maintenance, and troubleshooting
• Support of all server platforms - administration, maintenance, and troubleshooting
• Support of Firewall, Routers, Switches, and Wireless Access Points - administration, maintenance, troubleshooting

Confidential, Fort Worth, Texas

Capacity Manager

Responsibilities:

• Administrator of Service-Now Ticketing System
• Design and build of Service-Now
• Administrator of NetIQ Monitoring Server and Consoles
• Administrator of NetIQ Database
• Administrator of vKernel VMware product
• Administrator of vKernel Database
• Responsible for network, server, and virtual machine monitoring
• Responsible for Requesting Changes for Improvement in Environment
• Proactive avoidance and diagnosis of issues before they occur
• Responsible for meeting with groups in order to obtain information on current state of resources and possible changes or implementations to improve environment or resources
• Planned, Deployed, and Administer SCCM, SCSM, SCOM
• Produce extensive reports detailing current and future states of environment

Support Services Technician Lead

• Active Directory User Administration
• Desktop/Laptop hardware and software support
• Remote Administration of computers
• Attachmate Mainframe Administration
• Developed and Administered new hire training
• Responsible for and performed the data transfer from old Service Center Ticketing System to new Service-Now system
• Java Programmer on Service-Now ticketing system.
• Workflow design, testing, and implementation inside of Service-Now Ticketing System
• Service Catalog Designer and Developer in Service-Now Ticketing System
• Incident Management, Request Management, Change Management, Problem Management, and Project Management implementation and design in Service-Now
• User Management, Group Management, and Role Management in Service-Now
• Design, building, and administering of Home Pages and Reports in Service-Now
• Implementation and design of SLA’s in Service-Now
• Email setup for tickets in Service-Now
• Key in development and implementation of CMDB in Service-Now
• On-Call and responsible for all problems with ticketing system
• Work directly with Service-Now in order to troubleshoot issues outside admin capabilities
• Access Database Management for Reporting
• Management/Administration of SharePoint Website
• Building and Running Crystal Reports for Weekly, Monthly, and Yearly Reporting
• Designing, Implementing, and Monitoring of several Policy, Procedure, and Process documentation

Confidential, Dallas, Texas

Senior Desktop Support

Responsibilities:

• Responsible for 14 floors and over 1000 clients
• Imaged new and old equipment and setup for users
• Troubleshot network, desktop, laptop, printer, and blackberry issues
• Data recovery and backup specialist
• Developed training guide for all employees to follow
• Tracked, monitored, and maintained ticketing queue
• Worked with CEO’s, Web Developers, and other managers with their MAC computer/laptop systems
• Training liaison for all desktop support personnel

Confidential, Fort Worth, Texas

Technical Systems Administrator

Responsibilities:

• Supported over 25 small business clients
• Installed, maintained, and developed servers, desktops, laptops, switches, and routers
• Exchange administration at each client location
• Performed several server upgrades and migrations
• Hardware/software troubleshooting on desktops/laptops/servers/blackberries
• Performed monthly maintenance at all client locations
• Worked with CEO’s, Web Developers, and other managers with their MAC computer/laptop systems

Confidential, Plano, Texas

Service Desk Technician

Responsibilities:

• Remedy ticketing procedures of creating, escalating, and closing tickets
• Hardware/Software troubleshooting via remote connection
• Responded to email inquiries
• Use of Active Directory for user maintenance

Confidential, Utah

SIPRNET/Help Desk

Responsibilities:

• Created and maintained technical manuals
• Remedy ticketing system used to track, create, and close incidents
• Attending and completed ALS (Airman Leadership School) - used for training to become supervisor
• SIPRNET
• TS/SCI clearance level
• Used Active Directory for user maintenance
• Exchange Administration
• Created training lab consisting of building from the ground up an Exchange, Symantec, VERITAS Backup, PDC, BDC, DNS/WINS, and Web Server
• Monitored and Maintained over 400 Servers and thousands of desktops
• Tracked all equipment
• Assisted in development of new secure system application. Used Java scripting to develop key parts.