Experience

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  Arvin meritor

  Aug 2002 - Dec 2007

  Operations support specialist

  • Perform monitoring and troubleshooting of job schedulers on Mainframe, AS400, and Oracle systems. • Perform Network Monitoring tasks and ensure outages are being managed by the appropriate vendor. Troubleshooting connections of remote sites.• Develop documentation for new procedures.Corporate eSupport Specialist 8/2002-3/2005Supported users throughout the company in all of their computer needs. Provided phone, email, and desk side support for software and hardware issues of computers in a Windows environment. • Performed ticket entry and responded to tickets using the Remedy HelpDesk software.• Removed spyware from users' computers utilizing available tools.• Performed account maintenance on several systems including Active Directory, Mainframe, AS400, Oracle, MS Exchange Server, and an internal Employee Directory System. Show less

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  Hewlett packard enterprise

  Jan 2008 - Nov 2015

  Manage a team locally and remotely to support 24x7 coverage of a computer operations environment. • Perform monitoring and troubleshooting of jobs, resources, and problems on multiple mainframes and servers.• Respond to incidents and follow through to resolution.• Maintain documentation for systems.• Monitor Windows Server and Unix system and respond to incidents in these environments.Also acted as Team Lead• Lead other Team Members in their daily job functions and maintain PC functionality.

  • Capability Manager

    Jun 2013 - Nov 2015

  • Senior Computer Operator

    Jan 2008 - Jun 2013
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  Insight global

  Nov 2015 - Mar 2016

  Production service manager

  Working as contractor for Sears Holdings Corporation

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  Sears

  Mar 2016 - Sept 2016

  Production service manager

  • Act as single point of contact for escalation of issues needing additional technical support throughout the company. Cross Platform support.• Monitor Batch Completion on Mainframe and Control-M to ensure compliance with established SLA’s.• Ensure quality delivery by tracking SLA’s and handling notification on any breach of these SLA’s

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  Tata consultancy services

  Sept 2016 - Mar 2017

  Production service manager

  Working as contractor for Sears Holdings Corporation

• 

  Tata consultancy services

  May 2017 - Sept 2019

  It consultant

  Working as a consultant at FCA(Fiat Chrysler Automotives).ServiceNow Developer / Admin (CSM ) (Started August 2018)• Worked on successful implementiation project to support 2 helpdesks migrating from Oracle RightNow to the ServiceNow CSM platform• Worked with business users to document requirements.• Demonstrated out of the box as well as some customized configurations to business so they would understand CSM capabilities.• Engaged with global/multi vendor team to provide services to client.• Developed solutions to implement the needs of the business including; setup Integrations to bring data into the SN instance, configured SSO to integrate with PingFederate, setup custom knowledge search, customizing fields within case management, and implementation of two separate end user portals.• Worked with help desk leads to provide training material for help desk agents in their use of the new system• Performed successful launch and performing post launch support.• Maintaining support through ServiceNow upgrades and releasing enhancements to improve the customer and/or agent experience.ServiceNow L2/L3 Support (Started May 2017)• Performed incident handling of ServiceNow application issues in ITSM model.• Developed Solutions to resolve incidents and to satisfy demands of internal customers.• Worked with Global team to provide operational support via a shared support model.• Worked with SCRUM/AGILE methodology in development cycle.• Interfaced with ServiceNow vendor for issue escalation and support.ServiceNow Certified System Administrator (Initially obtained May 2017, updated to Madrid March 2019)ServiceNow Certified Implementation Specialist – Customer Service Management (Obtained June 2019)ITIL v3 Foundations Certified (Obtained Nov 2017) Show less

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  Helix business solutions

  Sept 2019 - Oct 2021

  Senior application engineer/architect

  Involved with providing planning and support around implementations to enhance the Customer Experience using the ServiceNow platform. Focusing on the CSM module, but also providing ITSM and Project modules support.Providing consulting and congfiguration of MSI Data's ServicePro application.Lead team of Integration Developers on Projects integrating between ServicePro and various ERP systems. Handle management reporting of project status for both customers and partners.

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  Servos

  Oct 2021 - now

  Bringing ServiceNow solutions to customers. Bringing ServiceNow solutions to customers. Bringing ServiceNow solutions to customers. Focusing on the CSM module.

  • Principal Technical Consultant

    Nov 2023 - now

  • Senior Technical Consultant - ServiceNow

    Jul 2022 - Oct 2023

  • Technical Consultant - Servicenow

    Oct 2021 - Jun 2022