Daniel Munoz Email & Phone Number

Worked with customers to evaluate business processes, identify key performance indicators (KPI's) and operational metrics to create SN Performance Analytics content/dashboards to measure performance and identify areas of improvement.Worked with customers to design and implement executive and operational Performance Analytics dashboards for configuration management that incorporated knowledge sources and continual improvement initiatives.Worked with customers to design and implement executive and operational Performance Analytics dashboards and reports for SPM, SDLC, SecOps, SPM, ITSM processes that enabled them to track and optimize their performance and workflows and remediate any process issues through knowledge and continual improvement initiatives.Worked with customers to assess incident management process through evaluation of the Incident implementation and incident metrics subsequently applying improvement recommendations.Worked with customers to identify opportunities for automation using SN's Virtual Agent (VA) chatbot, designed/developed solutions using off-the-shelf and custom-built VA content.Provided documentation and conducted training on provided solutions.Involved in the development of the ServiceNow applications KPI Composer and PA Accelerator.Produced and updated Performance Analytics and Virtual Agent documents for Now Create.Developed an approach for ServiceNow performance monitoring, remediation and continual improvement.Developed an administration dashboard for management of dashboard content that includes metrics, knowledge articles, PA widgets, report widgets, HTML content blocks, CSS and database views.Design and build of Scoped Apps for performance and operational monitoring, analytics knowledge, and continual improvement for CMDB Data Quality Health, ITSM Processes including Incident, Problem, Change, and Request Management.Supported the sales team with webinars for ServiceNow and potential customers.

Deployed and configured Westbury SMI (Service Management Intelligence) ETL solution and SAP BusinessObjects in customers' environments for service management, event management, telecom, and other applications.Designed SMI ETL solutions and Business Objects Universes to generate a centralized reporting database and reporting model for various applications.Designed and authored analytic, informational reports and dashboards on historical and current data using structured or semi-structured data sources.Created documentation and conducted training on provided solutions.Created technical support documentation for Westbury SMI.Provided ongoing technical support to existing customers.Assumed the role of presales consultant to support the sales team in demos and trade shows.As of 2017, transitioned from SMI and BusinessObjects implementations and support to providing consultation and development services for ServiceNow's Performance Analytics product, working with customers to analyze business processes, identify key performance indicators (KPI's), and create SN Performance Analytics content/dashboards and implementing improvement initiatives.

Rosemont, Illinois, United States

Responsible for HP OpenView Service Desk 4.5 Implementation and administrationImplemented Service Management processes for Incident, Problem, Change, Request, Release, Configuration and Project Management in HP OpenView Service DeskImplemented and administered HP OpenView ITO event management integration with HP OpenView Service DeskDesigned and implemented CMDB data model to support ITSM ProcessesDesigned and implemented asset management process including the integration into CMDB data modelGlobal implementation of HP Service Desk incident and change management process for Philips LightingCreated documentation and conducted training for implementations.Administration of Westbury Report Manager and Westbury Self Service PortalResponsible for performance, operational and audit reports and dashboards to support ITSM processes, event management, asset management and CISCO telecom data.Developed and maintained asset management database in Microsoft AccessLead of IT service management team and responsible for incident management and configuration managementBackup roles as Service Desk Supervisor, Desktop Technician and SAP security administratorInvolved in hosting and participation in IT Service Management Forums

Biochemistry And Molecular Biology

Biochemistry And Molecular Biology