Coleena Mccarty

Coleena Mccarty Email and Phone Number

ServiceNow Certified Technical Architect and Trainer | CEO and Founder @ Grasp 9 @ East Jindabyne, NSW, AU
East Jindabyne, NSW, AU
Coleena Mccarty's Location
East Jindabyne, New South Wales, Australia, Australia
Coleena Mccarty's Contact Details
About Coleena Mccarty

With almost 25 years of experience with ServiceNow, dating back to Peregrine days and including SPP. I am a Director of Federal Market at Deloitte, where I lead the federal market in Canberra and a training Partner in Australia, I am the founder of Grasp 9, a company that provides ServiceNow custom and enablment training. I have multiple certifications in ServiceNow, including CTA, implementation specialist and system administrator. I am passionate about delivering high-quality services and solutions to clients across various sectors and regions. I have worked with Accenture Australia as the ANZ Delivery Manager and the APAC ServiceNow Training Practice Manager, where I managed the delivery, quality, and profitability of ServiceNow training and consulting projects. I have also contributed to the development and improvement of ServiceNow training courses and materials. I am a collaborative, supportive, and empowering leader, who values diversity, innovation, and excellence. I am always eager to learn new skills and technologies, and to share my knowledge and expertise with others. I am looking for opportunities to expand my network, collaborate with other professionals, and make a positive impact in the IT service management and cloud management field.

Coleena Mccarty's Current Company Details
Grasp 9

Grasp 9

ServiceNow Certified Technical Architect and Trainer | CEO and Founder @ Grasp 9
East Jindabyne, NSW, AU
Coleena Mccarty Work Experience Details
  • Grasp 9
    Servicenow Certified Technical Architect And Trainer | Ceo And Founder @ Grasp 9
    Grasp 9
    East Jindabyne, Nsw, Au
  • Deloitte
    Director Federal Market Canberra
    Deloitte Apr 2022 - Present
    Responsible Federal Market in Canberra and Training/Certification APJ
  • Grasp 9
    Ceo/Founder
    Grasp 9 Mar 2019 - Present
  • Accenture Australia
    Anz Delivery Manager - Apac Servicenow Training Practice Manager
    Accenture Australia Apr 2018 - Feb 2019
    Melbourne Vic, Melbourne, Au
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  • Accenture Australia
    Apac Servicenow Training Practice Lead
    Accenture Australia Sep 2013 - Feb 2019
    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. - Sec Ops• 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• Work with Solution Architects on costing estimates • Built department growthSoldier On ServiceNow Trainer - Taught a class of 6 in 2016; the ServiceNow System administration course and prepared them for the certification exam - Worked with ServiceNow on the Scheduled classes in May, August and November of 2017 ****Previous Position ****Business & Integration - Associate Manager:ServiceNow Senior Technical Consultant and Solution ArchitectJemena • Assisted in design and build of Customer Service Portal with small configurations to allow for 150+ service catalog requests items.• One Request Workflow, and one Request Item workflow used to pull multiple approvals, selection choice lists and auto generated tasks from a single table NAB • Finance Management customisation to accommodate existing FR&MI processes • Gather requirements from 3 business units to collate and integrate into one ticketing system• Accommodated for both onshore and offshore users to work FR&MI tickets and tasks• Work on requirements and security for SSO and core system data • Lead team of developers and testers to complete the project build
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  • Accenture
    Senior Delivery Manager
    Accenture Apr 2018 - Feb 2019
    Dublin 2, Ie
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  • Cloud Sherpas
    Solution Architect And Senior Implementation Specialist
    Cloud Sherpas Sep 2013 - Apr 2016
    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• SSO Integration with ADFS 3.0• JDBC connections to SQL database to create new users, inactivate users, and groups RMIT University • Custom Application POC for Program and Courses APA Group• SSO Integration with ADFS 3.0• New instance including: Incident, Problem, Change and Service Catalog and LDAP connections for new users, inactive users, and groupsIntersect• SSO Integration with AAF (1st connection to ServiceNow)• On demand User Provisioning • Integration with AAF via SAML 2.0 Plugin• New instance build that included: Incident, Problem, Change Management and Service CatalogAccor Hotels• New instance build that included: Incident, Problem, and Change Management (3 Specialized workflows), Basic CMS updates on OOB Portal and LDAP connections for new users, and new groups.• Integration with Bomgar, and SCCMAccor Vacation Club (Domain Separated System)• New LDAP connection to Active Directory(AD) to create new users• Additional CMS and links for Accor Vacation Club to separate them from AccorNuplex Industries (Domain Separated System)• New instance build that included: Incident, Problem, Change Management, Basic CMS updates on OOB Portal and LDAP connections for new users, and groups.Redbull (Domain Separated System)• Create new email notifications for Incident. SLA and Service Request• Adjust SLA workflow and SLA definitionsGAP• Custom documentation system with version control
  • Amgen
    Support Team Lead
    Amgen May 2012 - Aug 2013
    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 dedicated support to allow for achievable SLAs. • 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.• Trained 15 Service Desk members on incident redesign and request re-baseline.• Conducted presentations for Breda based team and Unisys teams on what was in new releases and changes. • Answer “how to” technical and application configuration questions• Daily operational activities including troubleshooting issues, verifying logs for error/warnings, reviewing system diagnostics to ensure, optimum performance, and account administration (assign roles, add/archive groups, add/remove members to groups)• Assist with and support software customization's including, screen tailoring, workflow administration, report setup, data imports, Lightweight Directory Access Protocol (LDAP) integration, custom scripting and third party software integration's.• Wrote Custom Reports, provided field and table locations within the ServiceNow tool, and used excel to generate pivot tables and chart.User Base: 34,000ITIL Users : 2,600Tickets Generated: IM: 2,200 a week RQ: 8,750 a week
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  • Hp Enterprise Services/Univiews Ltd
    Lead Itsm Developer And Trainer
    Hp Enterprise Services/Univiews Ltd Aug 2011 - May 2012
    • 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 Management within Service Manager, Introduction to Service Manager, and New features for each release of the application.• 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.• Delivered monthly, weekly, and daily attendance reports to 8 peers and 4 members of the HP learning department.
  • Intact Technology
    Itsm Lead Consultant And Pre-Sales
    Intact Technology Feb 2011 - Aug 2011
    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
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  • Nationwide Financial Network
    Servicecenter Developer
    Nationwide Financial Network Dec 2007 - May 2010
    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. • Established LDAP connection with SC 6.2.• Re-implemented Incident Management, Configuration Management and Service Desk modules from 5.1 to 6.1.• Designed and placed requirements into Test/Unit/UAT and Production environments.• Resolved defects from testing in Mercury ITG application and Mercury Test.• Technically supported users by being part of the on call rotation.User Base: 6,500Concurrent : 700 Tickets Generated: SD: 17,000 a week IM: 6,000 a week
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  • Pepperweed Consulting
    Hp Servicecenter Consultant
    Pepperweed Consulting Oct 2007 - Jan 2008
    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 document and provided technical response document.• 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 project manager.• Contacted vendor and partner to obtain missing jar files to resolve issues with web server startup.
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  • Gevity
    Hp Servicecenter Consultant
    Gevity Oct 2007 - Jan 2008
    • 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 document and provided technical response document.• 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 project manager.• Contacted vendor and partner to obtain missing jar files to resolve issues with web server startup.
  • R. Dorsey Plus Company
    Consultant
    R. Dorsey Plus Company 2001 - 2008
    Contracting for current company through R. Dorsey Plus.
  • Limited Brands
    Servicecenter Developer
    Limited Brands Mar 2007 - Oct 2007
    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. • Technically supported users during code migration and warranty period.User Base: 2,000 Concurrent Users: 150Tickets Generated:SD: 2,400 a week IM: 850 a week
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  • Jpmorgan Chase
    Servicecenter Developer
    Jpmorgan Chase 2003 - 2007
    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• Produced technical design responses • Led team in implementing new services within Request Management• Conducted testing and warranty work• Resolved defects from testing in Mercury ITG application and Mercury Test• Provided Second level supportUser Base: 20,000 Concurrent Users:1,200Tickets Generated:SD: 50,500 a week IM: 62,500 a weekBank One• Evaluated and Documented scripting for change and request• 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 • Produced technical design documents and levels of effort. • Restructured Categories in Request Management• Developed Request catalog model entries• Used Document Engine to separate display options from ESS• Re-implementation of ServiceCenter 6.1.1 from 5.1.4• Asset Center and ServiceCenter Integration with ICM• Data Center Move• Conducted Group meetings to gather and business requirements• Performed testing in Test/Unit/UAT and Production environments• Conducted testing and warranty work • Resolved defects from testing in Mercury ITG application and Mercury Test• Provided Second level supportUser Base: 8,500 Concurrent Users: 500Tickets Generated: SD: 20,300 a week IM: 30,400 a week
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  • Bank One
    Servicecenter Developer
    Bank One Jun 2003 - Mar 2005
    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• Produced technical design documents and levels of effort. • Restructured Categories in Request Management• Developed Request catalog model entries• Used Document Engine to separate display options from ESS• Re-implementation of ServiceCenter 6.1.1 from 5.1.4• Asset Center and ServiceCenter Integration with ICM• Data Center Move• Conducted Group meetings to gather and business requirements• Performed testing in Test/Unit/UAT and Production environments• Conducted testing and warranty work • Resolved defects from testing in Mercury ITG application and Mercury Test• Provided Second level supportUser Base: 8,500 Concurrent Users: 500Tickets Generated: SD: 20,300 a week IM: 30,400 a week
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  • Bcbs Florida
    Peregrine/Servicecenter System Engineer
    Bcbs Florida Oct 2000 - Jun 2003
    • 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.
  • Southtrust Bank
    Application Developer - Peregrine
    Southtrust Bank Mar 2000 - Oct 2000
    • 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. • Created Event Maps and Registrations allow data from external sources to be automatically updated• Conducted Group meetings to gather and assemble business requirements into system specifications
  • Just For Feet
    Heat Administrator / Technical Support Analyst / As400 Operator
    Just For Feet 1998 - 2000
    • 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• Developed, modified, and deleted printers in AS/400, Island Pacific accounts, user profiles and passwords

Coleena Mccarty Skills

Service Manager 9.x Certified Itil V3 Foundations Certified Ucmdb 7.x Certified Connect.it Telalert Service Now.com Peregrine Serivcecenter Service Now Application Administration Certification It Service Management Cmdb Itil Release Management Business Requirements Sdlc Incident Management Enterprise Architecture Business Process Data Center Service Management System Deployment It Management Integration Requirements Analysis Service Desk

Coleena Mccarty Education Details

  • Southeastern Technical College
    Southeastern Technical College
    Microcomputer Specialist
  • Southeastern Technical College
    Southeastern Technical College
    Accounting

Frequently Asked Questions about Coleena Mccarty

What company does Coleena Mccarty work for?

Coleena Mccarty works for Grasp 9

What is Coleena Mccarty's role at the current company?

Coleena Mccarty's current role is ServiceNow Certified Technical Architect and Trainer | CEO and Founder @ Grasp 9.

What is Coleena Mccarty's email address?

Coleena Mccarty's email address is co****@****ure.com

What is Coleena Mccarty's direct phone number?

Coleena Mccarty's direct phone number is +614004*****

What schools did Coleena Mccarty attend?

Coleena Mccarty attended Southeastern Technical College, Southeastern Technical College.

What skills is Coleena Mccarty known for?

Coleena Mccarty has skills like Service Manager 9.x Certified, Itil V3 Foundations Certified, Ucmdb 7.x Certified, Connect.it, Telalert, Service Now.com, Peregrine, Serivcecenter, Service Now Application Administration Certification, It Service Management, Cmdb, Itil.

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