Coleena Mccarty Email & Phone Number

East Jindabyne, NSW, AU

Responsible Federal Market in Canberra and Training/Certification APJ

Melbourne VIC, Melbourne, AU

Melbourne VIC, Melbourne, AU

• Certified ATP Instructor - System Admin FUN & Adv.System Admin - Javascripting in ServiceNow - Service Mapping FUN & IMP - PA FUN - PPM FUN - Discovery - Orchestration - HAM - SAM - Cloud Management - GRC - Domain Sep..
• Working with ServiceNow to allocate trainers to public facing clients and advertised Virtual Courses
• Facilitating the backfill of last minute needs for ServiceNow public facing courses when SN trainers are sick on leave or if a customer demand is needed on short notice
• Organising internal Training courses with Accenture to deliver the ServiceNow curriculum
• Attend pre-sales meetings to establish customer requirements for the delivery of custom training
• Deliver customer facing training for custom built ServiceNow instances

Dublin 2, IE

• Village RoadShow
• Solution Architect: Audit process for Observations, Recommendations and Issues.Australia Post (Projects)
• Cost Transparency of expense lines that delivers cost information from external vendors and internal technology to end users via the ServiceNow portal.
• Subscription to notifications on outages across the company via their MyIT web portal.
• BAU projects in Incident and Service CatalogUniversity of Tasmania
• New instance including: Incident, Problem, Change and Service Catalog

Thousand Oaks, CA, US

• Established flexible meeting times to accommodate a 9 hour difference between work site in Breda and California; which allowed me to stay informed of new changes, issues, complete testing and document reviews.
• Lead team of two to provide daily support of the tool with their focus on US, Mexico and Canada and mine in the 41 other International locations.
• Gathered requirement to consolidate New Hire Requests for 41 international sites with the US, Mexico and Canadian process using a separate table that identified the location’s resolver group and if those sites had.
• Monitor system performance by reviewing Service Accounts, Logs, Data Health, Scheduled Jobs, out bond emails and application performance.
• Monitor 8 system integrations, re-mediate any issues and review new ServiceNow releases.
• Serve as a member of the support team to configure and maintain the ITIL processes.

• Delivered training for SM 7.21, SM9.21, and SM 9.3. Modules included Incident Management, Problem Management, Change Management, Release and Deployment, Configuration Management ITIL Process, Using Configuration.
• Developed a customized training for Incident Management, Problem Management, Change Management and Introduction to Service Manager using global process documentation for SM 7.21, SM 9.21 and SM 9.3.
• Recorded WBT screen demo sessions that could be used on demand with limited background noise by utilizing the recording tool Camtasia.
• To meet delivery dates of training material strict approval deadlines were given and HP stakeholders and customers participated in multiple review sessions.
• Resolved inconsistent or inadequate training by gaining feedback and approval from review boards.
• Created Scripts for professional speaker to read on each slide of web based training material.

Reston, Virginia, US

• Created Service Manger 9.20 to 7.01 Gap analysis, Business Requirements, and Technical Response documents in the form of AS-IS and TO-BE documentation.
• Installed Service Manager 9.20 application server and web client on a LINUX Red Hat environment.
• Assisted in pre-Sales Engagements

US

• Imported configuration items for the UCMDB by identifying unique fields and all required field data using csv, excel or a delimited files.
• Resolved issues with time-consuming data entry by creating data mappings within ServiceCenter and Connect.it for importation of data resulting a more complete CMDB.
• Trained 2 existing staff members on basic administration tasks, monitoring, tool design, and debugging.
• Completed a UCMDB 7.1 web service integration with ServiceCenter 6.2.
• Edited Java Script for Notifications for all application modules including Knowledge Management.
• Created Connect.it scenarios to load data from external data sources, and other applications into the ServiceCenter Configuration Management module.

Sewickley, Pennsylvania, US

• Performed basic installation with deployment of minimized customization to service desk, incident, and 3 separate change types, gathered requirements in 10 days of white board sessions, generated business requirement.
• Negotiated a phased approach, new due dates, more staff, or overtime with process owners and key stake holders in order to reach unrealistic delivery dates or scope creeps.
• Overcame project time restrictions by delegating workload to developers based on skill and experience to expedite coding process allowing the development to meet target delivery date despite 2 major project changes by.
• Contacted vendor and partner to obtain missing jar files to resolve issues with web server startup.

• Performed basic installation with deployment of minimized customization to service desk, incident, and 3 separate change types, gathered requirements in 10 days of white board sessions, generated business requirement.
• Negotiated a phased approach, new due dates, more staff, or overtime with process owners and key stake holders in order to reach unrealistic delivery dates or scope creeps.
• Overcame project time restrictions by delegating workload to developers based on skill and experience to expedite coding process allowing the development to meet target delivery date despite 2 major project changes by.
• Contacted vendor and partner to obtain missing jar files to resolve issues with web server startup.

Contracting for current company through R. Dorsey Plus.

Columbus, OH, US

• Made cosmetic changes to form design within Change Management Module.
• Created Approval groups for Change Management and implemented ability to add attachments in Request Management Module SC 4.0.
• Created Approval emails to remind approvers of requests and supported the Get.it analyst in implementation of new Service Requests within Request Management.
• Worked with Verizon to integrate eBonding with Incident management Module via Web Services and coordinated with NCR to integrate eBonding with Incident Management Module via Connect.it.
• Migrated code into Test/Unit/UAT and Production environments, conducted testing for each project and resolved defects discovered during testing.
• Negotiated a phased approach, new due dates, more staff, or overtime with process owners and key stake holders in order to reach unrealistic delivery dates or scope creeps.

New York, NY, US

• JP Morgan Chase:
• JPMC/BankOne Integration of two installations of ServiceCenter
• Model file additions and changes within Request Management module for merger
• Provided tracking ability of floating and named users in the system
• Conducted Group meetings to gather and assemble business requirements
• Supported the Get.it analyst in implementation of the user requirements within Request Management

US

• Evaluated and Documented scripts for Change and Request Management.
• Modified Java scripts in Request Management and Changed Management
• Modified all ocmq and ocml formats to reflect existing cm3r and cm3t format design
• Modified table structure to accommodate the transition from for Change to Request
• Supported the Get.it analyst in implementations
• Modified existing macros and schedule records to perform daily tasks

• Upgraded Service Management and Problem Management from 2.1 to 3.0
• Produced documentation on customized version of Problem Management to evaluate for changes appropriate for upgrade to version 3.0
• Accredited for converting the existing Request Management system to be HIPPA compliant while training other developers to introduce new HIPPA policies going forward.
• Conducted Group meetings to gather and assemble business requirements into system specifications
• Produced Requirement Design documentation and obtained approval.
• Provided Technical Design documentation and transferred knowledge to staff.

• Installed ServiceCenter 3.0 on 100 local users including Windows 95/98, NT, and OS2 platforms
• Installed Peregrine ServiceCenter 3.0, on NT server as well as Web Client
• Created operator records, group profiles, personal profiles, assignment groups, categories, model records, and screen functionality based on business needs
• Developed Web User menus, Web Operator profiles and forms for Web based client
• Created documentation and provided training classes for new users
• Used Macros to establish SLA’s and notifications.

• Administered Heat, Auto Escalation, Novell, GroupWise, and AS/400
• Provided troubleshooting for laptop, PC hardware, software, and printer issues
• Arranged documentation on PLU build process, monthly employee schedule and AS/400 availability calendar using Microsoft Publisher 98
• Conducted regular system maintenance on Heat SQL database
• Answered calls to Technical Support and closed all calls using Heat Call Logging Software
• Assisted stores in AS/400 issues, provided Telecommunication Specialist Back Up, and communicated store issues within the department

Associates, Microcomputer Specialist

Associates, Accounting