John Jones Email & Phone Number

Cincinnati, Ohio, Us

Washington, Dc, Us

• Guiding customers with leading practices through complex implementations, assessments and remediations pertaining to configuration management, ITOM, as well as Service Management.• Develops strategies to reach business goals through hands-on design, development and training.• Uses a teach-to-fish approach to train process owners, administrators and engineers in the adoption of ServiceNow as a holistic platform, not just a tool.• Advises on Digital Transformation and what that means to an organization from various perspectives, cutting through the mysticism and getting to the real impact and focus areas.• Trusted partner in assisting teams move from infrastructure-focused to Service Aware standpoints through example and why-it-matters conversations.• Thirty years of IT experience ranging from Service Desk operations to the running of an Operations Center.• Knows how Cloud is shifting the paradigm and what this means to ITOM and ITSM teams.

Alpharetta, Georgia, Us

• Directed several clients in the maturity evolution of their current state, helping them achieve the goals of becoming a Service-oriented organization, transforming their Operations teams from manual work to a higher management-of-state engineering function • Engaged in several senior leadership conversations on broader ServiceNow utility within their organization and processes, relating various examples of relevance, helping them see the gaps in their current state versus future state • Developed practice deliverable materials for workshops, opportunity calls and delivery to client teams • Worked directly with Sales team to provide technical scoping and conversation support with client calls • Developed scoping sheets for providing prospective project estimation and scoping output • Developed SOW language to hone project assumptions and scope, protecting the company against potential contract conflict and unsatisfied clientele • Led several CSDM, CMDB and Discovery workshops, assisting team members with project difficulties or stepping in to help work through issues or questions from the client team • Led internal training classes to new hires on the importance of ITOM, the products, as well as guided them through the learning phases all the way to achieving certification

Plano, Texas, Us

Functional Lead of Cloud Management/Provisioning product of ServiceNow at Acorio, specializing in integrations to AWS, thought leadership in a Cloud First world, and guiding team focus in the areas of public cloud providers.

Plano, Texas, Us

Senior consultant and Certified Cloud Implementation Specialist and Certified AWS Solutions Architect (Associate) with the A-Team, delivering the software configuration and development aspects through the full life cycle of client solutions on the ServiceNow platform. My responsibilities include: - ITOM consulting, design and implementation with large clients- Development of integration components (SSO, LDAP, etc)- Drive the continuous improvements of our implementation methodology and service offerings based on client experiences- Provide experience and insight to Business Process methodologies and best practices to both clients and team- Create and refine technical best practices to improve Acorio’s delivery efficiency and quality- Configuration and customization of all aspects of ServiceNow (Workflow, UI, Scripting, etc.)- Training and mentoring of team members on technical aspects of the ServiceNow platform- Team support through system administration of integration servers and supporting tool technology.Application Experience within ServiceNow:- Discovery implementations, including custom probe/sensor development- Orchestration implementations including custom activity development- Service Mapping, Event Management, Cloud Management expertise- Incident, Problem, Change (ITOM) implementations from form design to workflows- Self-Service Request Portal and Service Catalog design and implementation- Design and development of custom applications - CMDB and Asset Management implementation, lifecycle development- System security and ACL design and implementation- System administration tasks (clones, update set methodology, upgrades)

Chicago, Il, Us

Working with the rearchitecture project at Hyatt Hotels, I am a lead developer and administrator in ServiceNow. - Aligning the tool to the business processes and needs of the Hyatt ITIL community. - Conferring with stakeholders on tool fit, customization and capabilities, helping them imagine better, more streamlined and adaptable work flows. - System upgrades and coordination with ServiceNow teams to manage cut-over plans and schedules. - Designing custom applications for non-ITIL teams in non-ITIL processes, in an elegant, manageable approach to promote ease of administration and use.

- Development and deployment of key ITIL processes within ServiceNow, using procedural and practical knowledge of the business to guide design direction.- Work within an Agile development methodology on a team of developers, testors and business advocates to best deliver solid toolsets quickly that meet stakeholder requirements.- Coding of custom functionality to support business processes more detailed than standard ITIL best practices.- Extensive knowledge of ServiceNow architecture, from underlying database structure to UI framework allowing approach of challenges from multiple levels.- Experienced at CMDB Discovery configuration, Classification scripting, customization of toolset capabilities to best represent the actuality of a very complex operational environment, driving value for business and technical teams.- Daily administration of the service, ranging from Tier 2 support of technical teams to engagement of ServiceNow technicians in the event of incident impacting the service.- Schedule and plan administrative upgrades, patches and maintenance of the service, coordinating and communicating with business and support teams.- Research into newly delivered functionality within the service, communicating these items to business owners for consideration to meeting their evolving needs.- Training of technical and ITIL teams in usage of the toolset, showing power-user shortcuts, efficiency tips, and methods to empower adoption and involvement in the tool.

Promoted to the Technical Manager of the Service Operations Center, I worked in tandem with the SOC Manager to provide full coverage of leadership and guidance.I was key point on: - Monitoring procedures and documentation - Turnover procedure - Alerting and Monitoring - Alarm reprioritization - Tool evaluation

- A 24/7/356 Unix/Linux environment of thousands of servers distributed in several remote data centers. - Shift and team management duties included review and mentoring process as well as career development. - Technical duties included remote system uptime management in highly redundant data center environment, website application management and configuration, and large environment automated system monitoring. - Incident management, escalation and engagement, investigation team management and direction.

Vancouver, Bc, Ca

Desktop support for organization, included desktop system ordering and installation, upgrades and configuration duties. Assisted in team handling servers supporting high-availability open-source website hardware and network infrastructure. Experience in network configuration, security, firewall management, UPS system installation and testing.

Gb

Oversaw corporate move of organization to a new building, including construction of new network and server room infrastructure. Maintained entire organization's desktop and server asset inventory, upgrades and security patching. Software inventory and compliance audit conducted.

Constructed and maintained an internal Windows network consisting of Windows NT, Windows 2000, Linux and Macintosh systems. Firewall administration, UPS schema configuration, backups, desktop support, system construction.

Promoted to Customer Support Lead from tech support technician of Feist Internet, a 10,000 customer ISP in Wichita Kansas. From there, transferred to sister company Paracom Technologies as a UNIX System Administrator. Duties included website customer configuration and webspace allocation, basic user configuration and support, server backups.