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Jeffrey
jwmaldonado1@gmail.com
773-391-4114
Chicago, IL 60827
Senior Platform Analyst
16 years experience W2
0
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Summary

Education:

  • September 2004 – July 2008 Texas A&M University College Station, TX
  • Bachelor of Science: Anthropology
  • Texas A&M Corps of Cadets; Air Force ROTC DET 805
  • Certified: ServiceNow System Administrator Certified
  • Certified: ServiceNow Developer Certified

Experience
Senior Platform Analyst (ServiceNow Developer)
Information Technology
Dec 2017 - present
Mobile, AL
  • Application / Technical Leader will be responsible for definition, setup and implementation of all functions.
  • Involved in Implementation of different Applications, Modules, Tables and Views as per requirements.
  • Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, and Field Service Management (CSM) Application.
  • Implement the Mobile Applications for both Classic and Agent App
  • Used UI Policies to configure functionalities into the mobile application
  • Managed data with Tables, the CMDB, Import Sets, and Update Sets.
  • Worked on integrating ServiceNow with external SOAP and REST based web services.
  • Involved in implementation, Customization, and Maintenance of Customer Service Management (Field Management), Work Orders, and Work Order Tasks Apps and Modules.
  • Worked with PMO team to setup ServiceNow PPM (Project Portfolio Management) module (ITBM).
  • Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
  • Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps
REST SOAP
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ServiceNow Admin/Developer
Information Technology
Nov 2015 - Dec 2017
Atlanta, GA
  • Working on various modules of ServiceNow which include Incident, Change and Problem Management.
  • Interacted with Stakeholders, Users and Customers for gathering requirements to arrive at design solution.
  • Designed a portal, to provide end users ease of access while creating requests. Made several enhancements to the portal based on the feedback received from users.
  • Involved in designing the portal and showcasing it into a user friendly environment.
  • Manages data with Tables, Import Sets, and Update Sets.
  • Created various front end forms, and associated Client Scripts, UI policies, including advanced Customizations that require modification of UI Pages/Macros.
  • Performs core configuration tasks including system policies, business rules and client scripts.
  • Worked with reporting and configuring service level agreements (SLA's).
  • Strong knowledge of the server side scripting Business rules and Script Includes. Worked on end user reported issues against ServiceNow.
  • Performed Data Loads as per Client Requirements.
  • Responsible for end to end production support
  • Incident Management and Change Management.
  • Analyzed and resolved the incidents reported to the team.
  • Determined if the reported issue is reproducible and investigate further as necessary.
  • Provided the necessary details to underlying system teams (i.e. Windows, Network, etc.) to resolve the incident if the error is thrown by Underlying Systems.
  • Developed Service catalog by creating new catalog items, designing workflows and execution plans.
  • Created Record Producers, Catalog Client Scripts, Work flows, Script Includes
  • Performed Unit Testing, User Acceptance Testing and Bug Fixing.
Client Scripts ServiceNow Servicenow Admin UI
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Service Now Admin/Developer
Information Technology
Jan 2013 - Aug 2014
Boca Raton, FL
  • Involved in creation of functional and technical design documents as per the requirements from the business team.
  • Developed ServiceNow applications, modules, and tables as per requirement.
  • Involved in creation and configuration of business rules, client scripts as per the required functionality.
  • Worked on integrating ServiceNow with external SOAP and REST based web services.
  • Involved in the ServiceNow instance upgrade activities.
  • Scheduled cloning between various environments in ServiceNow.
  • As a part of support activity resolve incidents by provided with proper root cause investigation.
  • Perform day to day administration of the Service-Now Tool Maintain business services and configuration item relationships in Service-Now tool, Manages users, groups and roles.
  • Performs core configuration tasks including system policies, business rules and client scripts.
  • Managed data with Tables, the CMDB, Import Sets, and Update Sets.
  • Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
  • Performed migration activities (Dev to QA, QA to Prod).
  • Developed and improved user systems procedures, and prepared systems documentation.
Client Scripts REST ServiceNow SOAP
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Business Analyst
Information Technology
Jan 2010 - Dec 2012
Fort Worth, TX
  • Assisted Program Manager by helping them track on various projects and maintained the project schedule by conducting analysis on slipped tasks, upcoming milestones, and dependencies. Researching variances and reporting on or escalate findings by tracking inter-project and task dependencies and report on impact to schedules at the project and program level.
  • Maintained documentation of project and program-level risks and issues, including ensuring impact analyses and mitigation/resolution plans are captured. Escalated to the PM where required, and executing follow-ups on risk/issue closure by governing the time reporting system for specific projects. Analyze reported time for inconsistencies with the project schedule.
  • Tracked project costs against the budget by creating and analyzing monthly budget reports based on resources actual hours, travel expenses, hardware and software purchases, and capital expenses.
  • Compiled project status and keeping track of cost structural transformation by communicating with external and internal vendors
  • Planned roll out strategies and maintaining meeting minutes.
  • Gathered business requirements interviewing stakeholders, business partners and end users.
  • Interacted with team leaders to identify and analyze the given information, procedures and decision flows.
  • Using SQL tools to access data and interfacing with SAS developers to perform data analysis.
  • Translating business requirements into functional specifications and design.
  • Created Use-Cases and Business Use-Case Model after accessing the status and scope of the project and understanding the business processes.
  • Defined Project scopes and worked with development and project team through delivery phase.
  • Submitted status reports to the higher management on the progress of the health program on a regular basis.
  • Assisted in conducting customer acceptance testing.
Business Analysis SAS SQL
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Logistics Group Commander (LG/CC)
Sep 2005 - May 2008
College Station, TX
  • Supervised and directed the logistics group of the cadet wing
  • Appearance, discipline, effectiveness, training, and conduct of the logistics group
  • Budgeted Wings finance and worked with businesses in regards to sales of outfit uniforms and equipment
  • Responsible for organizing and providing materials needed to execute Leadership Lab and cadet wing activities
No skills were added
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Senior and Junior Recruiting Officer
Information Technology
Sep 2005 - Sep 2005
College Station, TX
  • Planned and coordinated Recruiting events and presentations
  • Conducted interviews for prospecting cadets
  • Lead the outfit recruiting team and Succeeded in increasing number of incoming cadets from 50 to 100 in the following year.
No skills were added
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Edit Skills
Non-cloudteam Skill
Education
Anthropology
Texas A&M University College Station, TX 2008
Force ROTC DET 805
Texas A&M Corps of Cadets
Certifications
Certified: ServiceNow System Administrator Certified
Certified: ServiceNow Developer Certified
Skills
Client Scripts
2017
3
REST
2021
3
ServiceNow
2017
3
SOAP
2021
3
Business Analysis
2012
2
SAS
2012
2
Servicenow Admin
2017
2
SQL
2012
2
UI
2017
2