Casey Barela Email & Phone Number

Denver

General support, administration and maintenance of ServiceNow platform and associated applications.Work closely with EITCS Operational teams to build requested items, tasks, and service catalog items using workflows to manage processes from the customer to the fulfillment teams.Working closely with EITCS Operational teams, configure and improve core and custom applications.Work directly with end users to resolve support issues within ServiceNow.Monitor health, usage and overall compliance of ServiceNow and its applications.Develop systems integrations and process automation.Create and configure Business Rules, UI Policies, UI Actions, Client Scripts and ACLs including advanced scripting of each.Create and configure Notifications, UI pages, UI Macros, Script Includes, Formatters, etc.Configure and manage Discovery, Knowledge base, Service Catalog, and Self-Service PortalConfigure User Accounts, Groups and Roles. Create custom Roles where necessary.Coordinate application and platform upgrades .Load, manipulate and maintain data between Service-now and other systems.Create ServiceNow reports and dashboards.Develop, maintain, and publish documentation related to policy and procedures of ITSM related to ServiceNow.Flexibility to work with a variety of personalities and styles.Team Player, self-starter, and keen to explore new solutions.

Greater Denver Area

● Responsible for the training and development of all Service Desk Technicians while ensuring all of the contractual SLA’s and SLO’s were met during my tenure.● Delivered Tier 2 & 3 support for the Service Desk and other Enterprise teams.● Produced Service Desk Incident and Service Request Reports promoting accurate, timely and proper closure of all Service Desk Tickets.● Accountable for the Service Desk Weekly and Monthly Metrics reports for the contract.● Member of the Change Management Technical Team and Troubleshooting Board to provide Technical input and provide impact to the Service Desk.● Responsible for User Administration and Development in ServiceNow and HEAT ticketing systems.

• Responsible for implementation of IS and Audio / Video low voltage installation during Resets, Waves, and New Store Openings.• Traveled domestically and internationally to advice and support the building of new stores.• Installation of functional displays along with setting merchandising planograms. • Accountable for Expense Reports and Corporate Card management.• Point of contact for store support and project team members.

Greater Denver Area

• Responsible for the maintenance and functionally of the network infrastructure, server, and connected workstations.• Conducted on the job training for new associates on a Digital Identification system used in public schools.

Greater Denver Area

• Responsible for sales of hardware and software to clients.• Conducted group classes and workshops to enhance client skill level.

Bachelor Of Arts (B.A.), Political Science And Government, 3.76 Gpa

High School Diploma, General Studies

High School Diploma, General Studies