Adrian Conway Email & Phone Number

Worldwide, OO

Responsible for implementing HR transformation projects utilizing ServiceNow HRSD

Worldwide, OO

Scrum Master for ServiceNow HR Service DeliveryDeveloped ServiceNow HR Service Delivery Upgrade approachFacilitated ServiceNow feature education sessionsWorking with Workday HCM teams to improve HR manager self-service Facilitated ServiceNow requirement gathering workshops with HR teams Developed user stories for HR Employee Service CenterDeveloped user.

Dallas, Texas, US

ServiceNow Product Manager for HRResponsible for requirements gathering for ServiceNow HR Service DeliveryProject lead for ServiceNow HR Service Delivery scoped application Wrote Requests for information (RFI) for to augment ServiceNow developmentReviewed and evaluate Statement of Work from various consulting agencies Developed overall architecture and.

Atlanta, Georgia, US

Responsible for ServiceNow enhancements to support business and infrastructure processes.

Austin, TX, US

Vienna, Virginia, US

• Responsible for training FAA employees and contractors on all aspects of ITSM
• Established ITSM training program to support ITIL best practices
• Facilitated business partner meetings to develop training based on existing and changing business processes
• Utilized multiple delivery channels and adult learning principles to deliver training
• Created Web Based training for Incident, Change, Asset and Knowledge Management for the FAA
• Developed assessments in order to evaluate effectiveness of training program

US

• Responsible for training Chevron IT employees in Incident, Change and Release Management
• Created and edited ITSM training materials for Chevron IT
• Developed and provided training to international Chevron IT staff
• Trained classes of sizes from 5 to 20
• Trained classes to Chevron desktop support and IT network operation groups
• Provided ITIL overview training to Chevron IT members

Chicago, Illinois, US

• Introduced ITIL concepts to IT teams and key business stakeholder
• Built business relationships between IT and Engineering/Operations organization
• Created Incident Management roadmap to enable ITIL best practices
• Created Change Management roadmap to enable ITIL best practices
• Utilized ITIL best practices to develop ITSM Incident Management architecture
• Utilized ITIL best practices to develop ITSM Change Management architecture

Monroe, LA, US

• Fault & Performance Development Manager 2004 – 2007
• Set strategic Architecture direction for enterprise OSS Network Fault and Performance applications.
• Updated a failing system architecture that would not scale to accommodate a larger network footprint.
• Ensured scalability was accomplished by the implementation of a service architecture strategy(SOA) that allowed systems to be decoupled relying on web services.
• Gained departmental efficiencies by enabling the client to set department level application configurations via a series of web portals.
• Developed project management strategies to ensure on time and under budget project deliveries. Tools included agile development methodology (XP, SCRUM)

• Remedy Administrator and Project lead for Remedy installation. Developed many management reports using Remedy. Created schemas to handle inventory control within the U.S. Space Command Help desk.
• Also created and designed primary trouble ticket schema for the Help Desk.
• Responsible for researching and implementing work flow process in the ARS Remedy System.
• Implemented ARWEB to allow users the ability to resolve trouble tickets from customer desktops.
• Designed hundreds of Active Links, Macros, Filters, and Escalations for an ever-changing Remedy environment.
• Responsible for all modifications to include adding new users to groups, setting group permissions, setting up MSQL 6.5 scheduled backups and installing local clients.

Washington, DC, US

U.S. Space Command3rd LAAM BnMACG-28

Computer Information Systems Management, Computer Information

Bs In Computer Information Systems, Computer Information Systems

Bachelor'S Degree, Computer Information Systems