Uploaded File
add photo
Erik
erikmsandberg@gmail.com
817-297-2004
1412 Strickland Drive ?
Crowley, TX 76036
ITSM/ITIL/ServiceNow Consultant
15 years experience W2
0
Recommendations
Average rating
67
Profile views
Summary

  • My consistent history of enabling professional services organizations to achieve continued growth stems from my focus on solving customers’ problems, managing complexities, inspiring engagement, and delivering customer service excellence.
  • Known for my commitment to defining the best technology solutions, I am focused on understanding customers’ needs, advocating the value of company’s products and services to address objectives, and applying creative thinking skills to develop solutions with strong results.
  • My greatest successes stem from cultivating relationships inside and outside the company to hear different ideas, learn something new, create business opportunities, and develop best practices to enable continued competitive growth.
  • As a leader, I take great pride in fostering a work environment that values inclusivity and acceptance of ideas from others.
  • I am able to create meaningful connections between employees’ values and the organization to maximize business success.
  • I thrive on the opportunity to build new businesses and capabilities, create unique service offerings, establish referenceable accounts, and drive the capture and delivery of multi-million dollar contracts.

Experience
Founder/Manager
Information Technology
Mar 2018 - Feb 2020
Crowley, TX
  • Leveraged Amazon’s robust distribution network and customer base to operate in more than 180+ countries with loyal Amazon customers, 175+ fulfillment centers, 14 marketplaces, and 30+ product categories.
  • Scaled the business by expanding product range, marketplace capitalization, Amazon product bundling strategy, external product sales, and reinvestment capital inventory funding.
  • Maximized profits by continuing to send top selling inventory to the Amazon FBA warehouses, keeping up with returns, adjusting sales expectations quarterly, adjusting sourcing expectations quarterly, and finally keeping a positive mindset looking forward.
  • Created profitable product page listings that have multiple variations of the same item on the same product page benefiting from the items all sharing the search traffic from the other variations. Eliminated competition, set my price, and offered customers a product they absolutely love by creating new unique bundles (ie multiple single items that can each be identified by a unique ASIN/UPC and are sold together as a single offering).
Sourcing Sales
Remove Skill
Implementation Consultant
Information Technology
Apr 2016 - Mar 2018
Irving, TX
  • Provide ITIL-based Information Technology Service Management (ITSM) knowledge and expertise to customers and stakeholders.
  • Support the development and configuration of a variety of areas primarily in IT Service Management (ITSM), IT Business Management (ITBM), IT Operations Management (ITOM), and HR Service Delivery (HRSD).
  • Collaborate with team members to define, analyze, understand and document business and technical requirements.
  • Using SCRUM / Agile methodologies design and develop / configure forms, workflows; create scripts to build logic.
  • Formulate testing approach, test cases and document them.
  • Unit and regression test implemented solutions as required. Support User Acceptance Tests and implement code into Production.
  • Participate / conduct code walkthroughs. Develop coding standards.
  • Participate in and support ServiceNow version upgrades. Install, test and take new applications live in ServiceNow.
  • Offer technical solutions to address complex requirements. Evaluate alternate solutions, identify the best option and implement the solution.
  • Create technical architecture, design and user guide documentation.
  • Conduct in-person and virtual training sessions for stakeholders as appropriate.
  • Analyze, troubleshoot, and resolve identified system issues.
  • Coach and oversee the activities of ServiceNow support team working from remote location and at times resources of other vendors as well.
PMBOK ITIL ITSM Cross-Functional Team Management Technical Writing Training Documentation Support Documentation Stakeholder Engagement Configuration Management ServiceNow Regression Testing Operations Management Database Upgrades Approach Test Case Preparation Scrum Agile Methodology Technical Specifications
Remove Skill
Solutions Consultant
Information Technology
Jul 2014 - Sep 2015
Albany, NY
  • Facilitate discovery and requirements gathering workshops with a variety of executive, leadership, process, technical, and end-user stakeholders.
  • Document customer processes and requirements in the form of swim-lane diagrams, RACI charts, business rules/triggers, entity-relationship diagrams, and Agile epics and user stories.
  • Configure the core ServiceNow platform, including core integration components (LDAP, MID Server, SSO).
  • Configure core IT Service Management (ITSM) (e.g. Incident, Problem, Change, Request, Knowledge, and Configuration Management), workflow/process automation, report development, and dashboard creation.
  • Configure core IT Business Management (ITBM) (e.g. Performance Analytics, Demand Management, Resource Management, Project and Portfolio Management, Test Management, Agile Development, Application Portfolio Management), workflow/process automation, report development, and dashboard creation.
  • Configure core IT Operations Management (ITOM) (e.g. Discovery, Service Mapping, Event Management, Operational Intelligence), workflow/process automation, report development, and dashboard creation.
  • Configure core HR Service Delivery (HRSD) (e.g. Case and Knowledge Management, Employee Service Center, Enterprise Onboarding and Transitions, Mobile Onboarding, Employee Document Management, Performance analytics for HR Service Delivery, Virtual Agent), workflow/process automation, report development, and dashboard creation.
  • Apply Agile software development practices to the configurations and customizations within the ServiceNow platform.
  • Facilitate defect remediation and enhancement identification during User Acceptance Testing (UAT). Support operational and sales initiatives by assisting with market/technical analysis, sales lead generation, RFP responses, and other efforts as requested.
Employ Configuration Management CASE Analytics Analysis Agile Methodology Service Center RFP Requirements Gathering Operations Management Triggers Sales ServiceNow Stakeholder Engagement
Remove Skill
ServiceNow Discovery / Configuration Management Analyst
Utilities/Energy
Jul 2013 - Dec 2013
Dallas, TX
? Configuration Management best practices ? Gap-analysis of the existing Configuration Management process to ServiceNow recommendations ? A team-based ‘improved’ process discussion ? Review of available features and functions in the ServiceNow application for implementation consideration Deliverables: Process policies, process activity descriptions, process diagram, defined roles and responsibilities, performance and control metrics, and client specific configuration requirements.
ITSM ITIL Configuration Management ServiceNow Analysis
Remove Skill
IT Service Mgmt Process Specialist - IT Operations Services for Blockbuster LLC
Retail
Oct 2011 - May 2012
Dallas, TX
? Assess, analyze and improve existing IT Service Management processes and procedures. ? Develop project plans and manage all activities relating to process assessment and improvement efforts. ? Lead effort to establish an enterprise service management methodology. ? Evaluate process and procedure impacts of ITSM tool releases and upgrades. Ensure documentation is current with changes in tool functionality. ? Plan and coordinate regular process and tool training for all IT personnel and Suppliers. ? Develop and monitor quality assurance reviews and measurements for IT processes ? Assist in conducting evaluations and improvement effort for other operational processes such as backup and recovery, batch processing, etc. ? Lead the preparation of audit and compliance related documentation including process flows, process narratives, controls and guidelines ? Perform self-audits on a rotational basis throughout the year to ensure that data centers remain compliant. Identify deficiencies and develop remediation plans. ? Coordinate the IT Services efforts for various audit compliance activities. Become a liaison between IT and Audit department to perform audit walkthroughs for IT processes and to manage audit requests that are received by the IT group. Work with the Blockbuster functional managers and Service Providers to help develop and execute test procedures to validate control design and operating effectiveness also to identify and resolve gap issues discovered during the control and process designing phase.
Data Center ITSM Documentation Database Backups Compliance Auditing Quality Assurance Project Planning Database Upgrades Training
Remove Skill
Business Systems Analyst
Banking/Financial
Jun 2010 - Jun 2011
Westlake, TX
? Participates in identifying business process requirements and related business/application solutions for a specific business need. ? Gathers customer requirements for customized solutions and provides alternative solutions. ? Training and support directly to customers. ? Identifies/receives problem, researches alternatives, prepares presentations, drives solutions, tests to confirm, gains consensus, and implements solutions for defined business processes. ? Creates documentation of business processes, training procedures, and standard operating procedures. Generate and create reports; research and analyze data and report trends to management/business partner.
Sensu Documentation BSA System Analysis Training
Remove Skill
Business Systems Analyst & Service Level Administrator
Banking/Financial
Jan 2007 - Jun 2010
Westlake, TX
  • Create and maintain the catalog of IT Services provided.
  • Create, maintain, and administer appropriate Operational Level Agreements with the IT teams and end to end Service Level Agreements with Business Partners.
  • Create reports for IT services not meeting SLA objectives.
  • Communicate updates with Business Partners and application/infrastructure owners.
  • Generate regular reports on service performance and achievement to Business Partners and IT teams as appropriate.
  • Document service reviews with the business and key IT technical owners.
  • Create and maintain templates for Service Improvement Plans, Service Level Agreements, etc.
  • Create and continuously improve business focused reporting and ensure the business understands their responsibilities/commitments to IT.
  • Promote end to end service awareness and understanding within the IT organization by sharing information in staff meetings.
  • Advocate, adhere to, and drive the continuous improvement of all established IT Operations Policies and Procedures.
  • Participate in scheduled reviews of the entire Service Level process and document and administer amendments as necessary.
  • nitiate and drive actions to meet or exceed service levels, functionality, or quality of IT Services. Assist with the development of Business Impact Analysis documents.
  • Assist with the introduction, development and maintenance of service availability, security, IT service business continuity and recovery plans.
  • Assist with the development, production and implementation of IT Service Level communications and plans as appropriate.
  • Understand current and planned new business processes and their requirements for services. Collaborate with offshore analysts to ensure quality of the deliverables.
FOCUS Database Maintenance Continuous Improvement BSA Analysis System Analysis
Remove Skill
Edit Skills
Non-cloudteam Skill
Education
Master's in Business Administration
Keller Graduate School of Management of DeVry University 2007
Minor: Project Management
Bachelor's in Network and Communications Management
DeVry University 2004
Certifications
CERTIFICATIONS
CSME, ITIL v2 Foundation Certification in IT Service Management (Certificate Number: 8176994225)- 20
Certificate (100413023)
Skills
Customer Service
2020
1
telecommute
2020
1
Business Requirements
2018
1
Cloud Computing
2020
1
CMDB
2018
1
Servicenow Admin
2018
1
Servicenow Developer
2018
1
ServiceNow ITSM
2018
1
ServiceNow PA
2018
1
System Administration
2018
1
UAT
2018
1
Analysis
2015
5
BSA
2011
4
System Analysis
2011
4
BRD
2018
1
Scrum Master
2018
1
ServiceNow Orchestration
2018
1
TDD
2018
1
Agile Methodology
2018
3
Configuration Management
2018
3
Continuous Improvement
2010
3
Database Maintenance
2010
3
Documentation
2018
3
FOCUS
2010
3
Operations Management
2018
3
Sales
2020
3
ServiceNow
2018
3
Stakeholder Engagement
2018
3
Training
2018
3
Database Upgrades
2018
2
ITIL
2018
2
ITSM
2018
2
Analytics
2015
1
Approach
2018
1
CASE
2015
1
Cross-Functional Team Management
2018
1
Employ
2015
1
PMBOK
2018
1
Regression Testing
2018
1
Requirements Gathering
2015
1
RFP
2015
1
Scrum
2018
1
Sensu
2011
1
Service Center
2015
1
Sourcing
2020
1
Support Documentation
2018
1
Technical Specifications
2018
1
Technical Writing
2018
1
Test Case Preparation
2018
1
Triggers
2015
1
Desktop Support
2006
1
Auditing
2012
1
Compliance
2012
1
Data Center
2012
1
Database Backups
2012
1
Microsoft Excel
0
1
Project Planning
2012
1
Quality Assurance
2012
1