Adam H. Email & Phone Number

Grand Rapids, Mi, Us

● Lead a team of developers in the ITOM / CMDB space● Created multiple development standards specific to the platform and organizational needs● Created standard methods to streamline CMDB integrations● Designed transition plan from a custom flat service map generation solution to Tag-Based Service Mapping and Tag Governance which will reduce incorrect and unstable maps / CI data● Developed and maintained multiple integrations with Ansible for infrastructure automation

Recent projects:● Exchange Online integration ● Qualys integration ● HR Onboarding go-live ● Spectrum Health / Beaumont Health integration (Corewell Health) ● Spectrum Health / Lakeland Health integrationResponsibilities; ● SME for ITOM products focusing on Discovery and Top-Down Service Mapping● Lead implementation for Virtual Agent and Live Agent Chat for HR and IT Service Desks which resulted in faster time to service for customers● Developed and managed multiple integrations (AirWatch, AWS, Jamf, LDAP, SCCM, Workday, etc.) via out of the box Service Graph connectors and fully custom applications● Maintained multiple sub-production environments for development, proofs of concept testing, and training along with a production instance that served 70,000+ users

Responsibilities included:- Deployed Virtual Agent for the organization to provide end user support for common Human Resource and Information Technology requests.- Implemented Live Agent Chat routing for the Virtual Agent to both Human Resource and Information Technology service desks to better serve more complicated user requests.- Lead and assisted development efforts to implement Client Software Distribution (1.0 and 2.0) to streamline software deployments across the organization.

Greater Grand Rapids, Michigan Area

Responsibilities included: - Managed and optimized application lifecycle processes in ServiceNow to provide a single catalog item to management on software (new, upgrade, retire).- Supported the overall ServiceNow implementation by providing process guidance to developers and administrators in order to improve workflows for the organization.- Process analyst for CMDB using CSDM 3.0 and Application Lifecycle Management

Greater Grand Rapids, Michigan Area

• Application onboarding process manager

Greater Grand Rapids, Michigan Area

As a ServiceNow project backfill, I supported the current state functions of Application Onboarding, the CMDB, Major Incident Management, and Knowledge Management during the ServiceNow implementation project:• Review and approve knowledge documentation based on KCS guidelines• Consult with teams across the organization on how to properly bring an application into the system• Conduct process improvement for config item creation and application tiering requests• Facilitate Failure Impact Analysis meetings after major incidents• Preform continuous maintenance on configuration items in the CMDB (creation, tiering, editing, etc.) • Provide assistance to team members for the ServiceNow implementation

Greater Grand Rapids, Michigan Area

• Completed 2019's standard change review• Completed a CMDB cleanup effort• Aided in the completion of a knowledge shift-left effort• Implemented a fix for internal paging for major incidents• Provided operational support to the Incident Commander during major incidents

Cyber Defence, Computer And Information Systems Security/Information Assurance, Alumni

Information Technology