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Susan
shoes002@yahoo.com
248-563-0468
4109 Hide A Way Lane
Flower Mound, TX 75022
ServiceNow Software Engineer
21 years experience W2
2
Recommendations
Average rating
122
Profile views
Summary

  • A software engineer with functional and technical knowledge of the ServiceNow platform.
  • Managing projects across the platform ranging from analyzing system capabilities to resolving
    problems and producing output requirements.
  • Strong analytical skills combined with technical configuration and documentation capabilities.
  • ServiceNow Administration and Configuration as the Product owner.
  • ITOM and SACM Experience.
  • Combined strengths in client/server support as well as excellent customer support.
  • ServiceNow Administration and Configuration as the Product owner. CompTIA Network+ and
    ITIL Foundations Certified
  • Strong interpersonal and communication skills with the ability to be persuasive yet diplomatic.

Experience
ServiceNow Software Engineer SR
Information Technology
Dec 2018 - present
Coppell, TX
  • Managing the ServiceNow platform for ITSM processes and products.
  • SACM configuration and maintenance. Along with Discovery Troubleshooting and mapping.
  • Governing and configuring integrations into ServiceNow using rest API’s and the overall maintenance of the platform.
  • Change, Incident, Problem, contract Management, CMDB, Discovery, Event management,
    Service catalog. As well as the HR module and PPM. Business goals and planning roadmap sessions.
  • As the Product owner, I handle customer requirements and map them into technical
    solutions across the platform, this includes integration of other tools.
  • Business requirements gathering and analysis of SDLC lifecycle planning.
  • Operating in a disciplined Agile Scrum methodology with Sprints, demos, planning sessions and deployments.
ServiceNow Software Engineer CMDB Agile Methodology Asset Management REST Requirements Gathering Release Management Quality Control Business Requirements Scrum ITSM SDLC SACM Product Owner Database Maintenance
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References
Average Rating

1 recommendation
ServiceNow Specialist
Banking/Financial
Jan 2017 - Dec 2018
Coppell, TX
  • Responsibilities included ServiceNow CMDB administration and platform support.
  • Performed daily maintenance of discovery and the accuracy of the CMDB.
  • Experience configuring, maintaining, and upgrading MID servers and MID server clusters.
  • ServiceNow integrations and overall maintenance of the platform.
  • Experience in a relational database, asset management, CMDB, service catalog, and change management.
  • Support and implementation of the Qualys security vulnerability module integrated into the CMDB.
  • Experience in Rest API integrations.
  • Business requirements gathering and analysis of SDLC lifecycle planning in an agile environment.
ServiceNow Software Engineer CMDB Asset Management Business Requirements Change Management Requirements Gathering REST SDLC Agile Methodology
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Software Specialist V
Information Technology
Aug 2011 - Dec 2016
Oak Ridge, TN
  • Responsibilities included application support and software development for multiple government and commercial customers.
  • Troubleshoot technical and software issues.
  • Configured assets, CMDB change management, and software upgrades.
  • Scripting in HTML and JavaScript.
  • Imported and managed data between ServiceNow domains.
  • Collaborated with external customers for support and testing.
  • Release management in an Agile environment.
  • Worked in Mobile app development and App Store administration.
  • Researched new technologies including Mobile Device Management and mobile apps.
  • Produced technical documentation for proposals and project enhancement tasks.
  • Graphics and video editing and creation.
  • RSA Security and Desktop support using ServiceNow, Remedy, Active Directory, Citrix Xen Desktop VMware and Mac OS.
  • Conducted Knowledge Base documentation and updates.
  • VB scripting and editing and WordPress web design.
ServiceNow Configuration Management Agile Methodology HTML JavaScript Visual Basic Wordpress XenDesktop Xen VMWare Scripting RSA Release Management MS Active Directory Mobile Devices CMDB Citrix Change Management Application Support
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Senior Systems Administrator
Construction/Engineering
Jan 2011 - Sep 2011
Lenoir City, TN
  • Systems support managing applications, upgrades, and virtual servers.
  • Supported a variety of applications, licensing, imaging, disk configuration, and backups.
  • Maintained network switches and port monitoring using HP Virtual switch.
  • VB scripting and profile logon script editing, video conferencing.
  • Network support and troubleshooting, VPN, application maintenance and updates.
  • Active Directory profile creation, group management, and group policy creation.
  • Primary Liaison between Sweden, India, Germany and the United States for implementation and requirements of Enovia, A web-based PLM system.
  • Mobile media support of iPhone, Ipad and VOIP phones, including Mobile Lotus Notes.
  • Support of AS400 system and LDAP protocol usage.
Desktop Support System Administration Windows Windows 7 Network Support Project Management Switches VoIP VPN Scripting MS Active Directory Lotus Notes LDAP Database Backups AS/400 Group Policy Database Maintenance
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IT Instructor
Education
Jan 2009 - Dec 2010
Knoxville, TN
  • Instructor of college level courses including Networking standards and Protocols, Microsoft Operating system Windows 7 and Windows 2008 server set up, Active Directory and lab configuration. Course set up including server, profile, and computer lab configuration, server installs Group Policy creation.
  • Produced lectures, slide presentations for course material as well as test and quiz creation.
  • Project planning on Visio and MS Project. Adobe Products for presentations.
  • Administrative duties included grading, lecture preparation, student profile updating, tutoring and substitute teaching for other IT related courses.
  • Disk imaging using VMware.
Windows VMWare MS Visio MS Project MS Active Directory Group Policy
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Systems Administrator II
Transportation
Aug 2000 - Nov 2008
Washington, MI
  • Responsible for over 1,000 systems in an Enterprise-Wide environment - UNIX desktops, servers and application support for design and engineering of CAD, CAE, and CAM programs.
  • Database support of Oracle-based system, MS Project, and Remedy.
  • Support of Web-based application: Windchill ProjectLink.
  • C Shell Scripting, UNIX Shell Script, and VI editor.
  • Batch file creation, VBS scripting, and file conversions.
  • Developed and implemented a process to support new ICA Citrix Server maintaining over 30, windows terminal server and published apps.
  • Performed and created the UAT process.
  • Published Documents for Process improvement and communication of Monthly status reports, and Application licensing, personal guidance using Six Sigma.
  • Upgraded and maintained SAN, NetApp, UNIX, Linux, and Windows.
  • Licensing maintenance as needed, supported web-based applications, customized desktops and application support.
  • TeamCenter Siemens PLM software portal database configuration and support.
  • Safety regulations and guidelines for NHTSA.
  • DNS, TCP/IP, SAML configuration and support.
Citrix Desktops DNS MS Project NetApp SAN TCP/IP Windows UNIX UAT System Administration Shell Scripts Oracle Linux C Shell BMC Remedy Application Support Database Maintenance Process Improvement
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Edit Skills
Non-cloudteam Skill
Education
Bachelor's in Computer Graphics
Abilene Christian University
Related Courses
ServiceNow Discovery training,
SCRUM methodologies,
Global Leadership,
Leadership Academy,
UNIX System Administration training,
C Shell Scripting training,
Certifications
ServiceNow Administration Certification
Comptia Network+ Certification
ITIL Foundations Certification
Dell Hardware Certification
Skills
Application Support
2016
13
Citrix
2016
13
Database Maintenance
2021
10
MS Project
2010
10
Windows
2011
10
Agile Methodology
2021
8
BMC Remedy
2008
8
C Shell
2008
8
CMDB
2021
8
Desktops
2008
8
DNS
2008
8
Linux
2008
8
NetApp
2008
8
Oracle
2008
8
Process Improvement
2008
8
SAN
2008
8
ServiceNow
2021
8
Shell Scripts
2008
8
System Administration
2011
8
TCP/IP
2008
8
UAT
2008
8
UNIX
2008
8
Change Management
2018
7
MS Active Directory
2016
7
VMWare
2016
7
Release Management
2021
6
Configuration Management
2016
5
HTML
2016
5
JavaScript
2016
5
Mobile Devices
2016
5
RSA
2016
5
Scripting
2016
5
Visual Basic
2016
5
Wordpress
2016
5
Xen
2016
5
XenDesktop
2016
5
Asset Management
2021
3
Business Requirements
2021
3
Requirements Gathering
2021
3
REST
2021
3
SDLC
2021
3
Software Engineer
2021
3
Group Policy
2011
2
ITSM
2021
1
MS Visio
2010
1
Product Owner
2021
1
Quality Control
2021
1
SACM
2021
1
Scrum
2021
1
AS/400
2011
1
Data Center
0
1
Database Backups
2011
1
Desktop Support
2011
1
Documentation
0
1
EMC
0
1
HP
0
1
in-memory databases
0
1
ITIL
0
1
LDAP
2011
1
Legato
0
1
Lotus Notes
2011
1
Mac OS
0
1
Mac OS 6
0
1
Network Administration
0
1
Network Support
2011
1
OS/2
0
1
Problem Solving
0
1
Project Management
2011
1
SCSS
0
1
Switches
2011
1
Technical Support
0
1
VoIP
2011
1
VPN
2011
1
Windows 7
2011
1
Windows Server
0
1
Windows Server 2003
0
1