Senior ServiceNow Technical Consultant

• Oct 2022 - Present

Senior Technical Consultant

• May 2018 - Oct 2022

Site Reliability Engineer

• Dec 2015 - Jul 2016

Senior ITSM Support Engineer for Global Production Support team of roughly 70 engineers focused on Continual Service Improvements and immediate restoration of services. Positioned to enhance not only departmental ITSM improvements for ServiceNow but global enhancements of core modules such as Incident, Problem, and Reporting applications and processes driving a more proactive, productive support organization for highly trafficked Nike.com.* Consistently met client-facing team and agile development team needs by engaging weekly in meetings to address business concerns, knowledge transfer, releases, and testing objectives to ensure engineering teams are up to speed on top concerns.* Led process improvements and identification of operational gaps for Nike's high visibility shoe launch program enabling resource reduction by streamlining a manual report generation process from 3 days to several hours per week.* IT Service Manager focused on mean time to resolution, reporting, escalations, problems, incidents, and critical incident management for a large team overseeing several hundred incident tickets every week.* Engaged key stakeholders and technical teams to understand business team objectives and propose and socialize those proposals with the leadership team and ultimately defining enhanced processes based on findings. Show less

Platform Operations Engineer

• Jun 2013 - Dec 2015

Platforms support manager and execution engineer responsible for end-to-end support, outages and deployments for several projects. Coordinated support and configuration efforts between Nike engineering, outsource engineering and vendor engineering teams. Served as lead ServiceNow implementation technical consultant for the application operation engineering teams responsible for implementing technical solutions.* ServiceNow technical implementation lead and change owner for very large engineering teams empowering holistic change processes by engaging, planning, proposing and finally executing all team changes in an effort to accelerate team adoption.* Experienced developer of Business Rules, UI Policies, Client Scripts, UI Actions, Script Includes, Transport Scripts for customizing modules such as Incident, Problem, Change, Catalogue, CMDB and other areas.* Led several high profile proofs-of-concept by engaging business teams documenting requirements and converting those into technical deliverables and showcasing the business value and return of investment.* Technical consultant for implementation strategy and best practices in an effort to assure leadership that solutions were feasible, scalable, reusable and manageable to safeguard teams from unexpected failures and growing pains.* Implemented global operational processes accelerating and automating the on-boarding processes used by Business process consultants empowering 1 click importing of CMDB, Relationships, Security Group Assignments, etc. saving the team countless hours of manual population and deployment.* Proactively initiated Platform Governance for a new tool to add required predictable backend support processes for bringing this tool into a critical path for Nike financial automation improvement process, which required dependable support processes to underpin their operations. Show less

IT Project Lead (Platform Manager)

• Jun 2012 - Dec 2015

Applied Continuous Service Improvements and managed and all aspects of operational duties by drafting and formalizing upgrade/migration planning. Point of contact globally with users worldwide for all outages and support escalations a high availability internet based application with critical functions depending on it for operational processes such as; HR, Retail, Warehouse Distribution, and SAP entry and application teams.* Overhauled Service Delivery end-to-end for support, communications and software deployments nearly automating the entire process, cutting project overhead well over 50% allowing me to take on additional projects.* Coordinated several upgrades of multi-million-dollar applications/services without incident and minimal downtime by identifying possible issues beforehand and mitigating unforeseeable issues before they became show-stopping problems.* Proposed, planned and implemented license requests and transfers ticketing system into an existing tool with workflows for automation without any additional investment improving turnaround time by more than 80%.* Designed new reporting process against centralized license database enabling detailed assignment reports for usage patterns and annual chargebacks for support fees, cutting generation time down to just a few hours instead of weeks.* Led physical to virtual migration plans for several tools improving operations by enabling us to scale up or down resources allowing a responsive and reactive support model improving overall support commitments. Show less

WEB\GRAPHIC DESIGNER & PROJECT MANAGER

• Oct 2006 - Oct 2010

Led site conversion from older static ASP to database driven content management solution built on PHP with LDAP enabled user authentication, streamlined content generation for news & job postings, and support for unlimited authors and editors. Worked with key decision-makers to implement new site design enabling greater online reach with a renewed online presence and logo, and boosting staff morale and pride.* Project manager for website overhaul building on top of leading content management platform for streamlined content generation for over 70 programs, including human resource job postings, general public announcements and building closures, marketing facilities for rental and client success stories.* Migrated third-party hosting to an in-house setup, consolidating our budget items and providing greater uptime for our website, also built new dedicated server thereby lowering monthly operating expenses. Show less

PC\NETWORK SUPPORT SPECIALIST

• Oct 2006 - Oct 2010

PC support for a large network of Windows 2000 to Windows 7 computers, providing repairs, upgrades and backup, operating system and thin client installs, troubleshooting, and adding new computers and users to a network domain.* Provisioned new phone extensions, voicemail boxes, fax lines, and DID's, as well as adding new phones and troubleshooting or replacing non-working units.* Managed over 50 network switches throughout five offices ensuring all client systems were constantly in connection with network resources and headquarters.* Integrated SharePoint 2007 Helpdesk, setup IIS webserver for access to SharePoint sites over Internet and configured DNS and router NAT rules for simple URLs e.g. helpdesk.example.com. Show less

Network Engineer - Level 2\3

• Oct 2006 - Oct 2010

Worked as Network/Systems operations engineer working as level II/III support specialist planning and configuring many of the systems for largest of its kind non-profit. Led rapid deployment of client workstations utilizing automated network-based deployment tools and servers, enabling plug-and-play remote deployment, greatly increasing IT staff productivity.* Led complete physical-to-virtual system migration using state of the art virtualization software, which increased deployment capability by well over 500% by reducing server build times from 5+ hours to less than five minutes for some platforms.* Planned system migration and reconfiguration for Microsoft Exchange 2003 system to Exchange 2007 (latest at that time) as lead engineer and project manager also performing the re-provisioning of new router rules without any server or network downtime and no interruption to staff.* Planned, proposed and deployed secured private student computer lab (as a child domain for students) with limited access to agency data/resources providing solid security, but allowing shared resources between lab and corporate network at the same time.* Completely replaced login system, cutting login times from minutes to seconds off-peak, and less than a minute during peak times also created organizational units, group policies, and security groups to complete the login system without third-party software. Show less