Denise Taylor Email & Phone Number

Ogden, Ut, Us

Ogden, Ut, Us

Chicago, Illinois, Us

Responsible for all aspects of the ServiceNow platform in support of AHEAD's Managed Services offerings (previously RoundTower Technologies). Redesigned and rebuilt their highly complex, domain-separated instance from the ground up to support managed services portfolio offerings, hosted customers, and a variety of MSP-specific functional needs. Architected and developed an eBonding solution that includes real-time, bidirectional synchronization of foundational as well as core ITSM data (incident, request, and change management); bonded with customers as well as third-party vendors on a variety of platforms. Migrated the business to ITOM-based event management with custom alerting that supports critical business offerings ranging from monitoring-only to full managed services while reducing overall ticket counts by 80%. Architected, developed and maintained a large number of custom scoped applications as well as myriad integrations utilizing REST, SOAP, GraphQL, JSON, etc. Currently manage a growing team of ServiceNow architects, developers, and business analysts based in both the US and India.

Provides all technical support for sustaining and enhancing business operations. Managed customer billing, payroll, marketing, purchasing, receiving and accounts payable. Responsible for staffing and management of front office personnel. Key Accomplishments:• Designed, wrote and implemented a Veterinary Management software solution (PowerBuilder, MS Sql Server)• Designed and created the Aspen Grove Veterinary Clinic website, www.aspengrovevetclinic.com (PHP, Joomla)• Created a network solution complete with firewall and antivirus protection as well as remote backups

London, England, Gb

Responsible for the stability and continual improvement of WTW's ServiceNow instances, supporting a workforce of approximately 60,000 global colleagues. Provide architectural design, custom coding, WTW management consultation, development best practice advisement, and management of ServiceNow development resources from both WTW internal as well as multiple partner development resource pools across the globe.Key Accomplishments:• Risk Management. Implemented solution for ongoing audit requirement which included elimination and/or obfuscation of data across the platform. Solution is completely automated via the cloning process. • Automated Translations. Architected and implemented a scoped solution for automating instance translations in six languages with a common code-base, targeted batch translations and machine translation API independence. Personally developed the process of auto-translating targeted customer updates as part of the normal update set preview and commit process. Post-editing solution included automating translation batches, propagating post-edits across all translation tables, and sharing post-edits with translation API vendor for advanced machine learning.• Integrated Development. Married Ideation, Demand, PPM and SDLC into a single, cohesive unit to support and enforce best practices for demand intake, story-writing, testing, quality assurance and code release.• Instance Stabilization. Returned several processes to out-of-box state, wrote fix scripts to realign and sanitize data, made instances more secure, reduced customization and raised awareness of platform capabilities.• Management & Strategic Planning. Managed a large team of in-house, remote and offshore resources from three different contracting firms. Created productivity statistics, managed all aspects of the development life cycle, key contributor to the ServiceNow strategic roadmap. Mentored developers, business analysts and customers.

Albany, New York, Us

Remotely manages all aspects of Delivery for the Linium On Demand practice while continuing to provide ServiceNow consulting, process analysis, platform architecture and development services to Linium customers. Key Accomplishments:• Worked collaboratively with Linium executives to reinvent Linium On Demand offerings. Grew Linium's On Demand customer and revenue base ten-fold over previous years, with the practice continuing to grow at a rapid pace in 2018. Included in Linium's current On Demand customer base are Walt Disney, Oshkosh Corporation, Occidental Petroleum, Datapipe, Capital District Physicians Health Care, United Network of Organ Sharing, QVC, The Boston Consulting Group, etc. • Created solid practice management policies to ensure consistency and quality of request fulfillment, product delivery, communication and coordination, etc. The On Demand practice was the fastest growing practice at Linium in 2017 while maintaining extraordinarily high customer service ratings. • Designed, managed, developed and implemented the Linium On Demand customer portal. In tandem, designed and implemented several ServiceNow custom scoped applications for tracking contracts, customer requests and communication, estimates, time worked and financials. Subsequently designed, led and assisted in the development of interfaces with NetSuite's OpenAir software. Continually provide architectural oversight, resource management and internal development expertise for these platforms.• Provided business process consulting, senior development and solutions architecture for various platform implementations, including the Department of Homeland Security/Immigration and Customs, Capital District Physicians Health Care, Systems & Methods, etc. • Well versed in many aspects of the ServiceNow platform, including ITSM, CSM, PPS/Agile, ITBM, ITOM/ITAM, HR, Service Portal, Orchestration, Performance Analytics, Web Services, ATF, etc.

Ogden, Ut, Us

Responsible for all projects, data, and application technology for both degree-seeking and continuing education students. Introduced ServiceNow as a development platform, managing and assisting in the development of over 20 ServiceNow custom applications for students. Involved in portfolio and project management, requirements and scope definition, work breakdown, data analysis and modeling, prioritization and scheduling, development and testing, monitoring and control, communications, documentation and resource allocation for all applications in the Student portfolio. Key Accomplishments:• Successfully implemented a conference registration system for Utah Boys and Girls State organizations and Weber State University. Automatic integrations were developed with Banner Admissions Applications, Banner Course Registration, and WSU Financial Aid Scholarship Nominations. (ServiceNow, PL/SQL, Banner, Javascript, AngularJS, jQuery, SOAP and REST, HTML, CSS, REGEX) • Created a system to track WSU Bounce Back program referral and participation for student success and colleges. (ServiceNow, PL/SQL, Javascript, SOAP, Banner) • Developed a system to authorize and post graduation maps for use by students, advisors, and the public. (Team development in ServiceNow, PL/SQL, Javascript, SOAP, HTML/CSS, Box) • Developed a system to collect and process student applications for Utah residency. (ServiceNow, PL/SQL, Javascript, SOAP, Kofax, DocumentXtender, UC4) • Combined task tracking, actual effort, assignment and resolution data into an automated system using ServiceNow. Services were offered via online catalog; defects, enhancements, and projects all had reportable dashboards.

Ogden, Utah, Us

Performed project management, business analysis, requirements definition, contract negotiation, software implementation, and custom software development, testing, implementation, documentation, and support.Key Accomplishments:• ScrumMaster Certification (2011).• Risk Management Project (2012): Project Manager, Software Designer and Developer (Salesforce, Apex, Visualforce, Workflow, SOQL, Fiorano ESB, JavaScript, VB.NET, SOAP Web Services, XSLT), Data Integration (Eden ERP)• Capital Improvement Budget Project (2012): Project Manager, Software Designer and Developer (Salesforce, Apex, Triggers, Workflow, SOQL, DataLoader, Fiorano ESB, JavaScript, XSLT, MS SQL Server 2008, Crystal Reports)• ERP Replacement Project (2011-2012): Project Co-Manager, Software Designer and Developer (Salesforce, Apex, Triggers, SOQL, DataLoader, Fiorano ESB, JavaScript, VB.NET, PerlScript, SOAP/REST Web Services, XSLT, MS SQL Server 2008), Contract Negotiator, Software Implementer, Data Integrator (Eden ERP, Weber County Data, Utility Billing Data, ESRI GIS), Software Integrator (ZP4, ESRI GIS)• Police Briefing Notes Project (2010-2011): Project Manager, Software Designer and Developer (Salesforce, VB.NET, SOAP Web Services, Informix), Data Integrator (Versadex)• SQL Server Upgrade Project (2010): Project Co-Manager, Software Developer (PHP, VB.NET, PowerBuilder, ColdFusion, MS SQL Server 2008, MS Access, Google Docs)• City Council Microsite Project (2010): Project Manager, Web Designer and Developer (Sitecore, XSLT, C#, VB.NET, CSS, XHTML, IIS), Software Integrator (Active Directory, Trumba)• Crystal Report Repository Project (2010): Project Manager, Software Integrator (Worldox, Active Directory, Crystal Reports)

Ogden, Utah, Us

Hired, managed, and evaluated a team of up to eight full-time, part-time, and on-site contract personnel as well as remote contract programming services in addition to project management, software and web development. Planned, acquired, managed and implemented all facets of IT infrastructure.Key Accomplishments:• Sitecore .NET Developer Certification (2009).• Ogden City Website II Project (2009): Project Manager, Web Designer and Developer (Sitecore, XSLT, C#, VB.NET, CSS, XHTML, IIS, XML, MS SQL Server 2005, Flash, ActionScript), Software Integrator (Active Directory)• IT Document Repository (2009): Project Manager, Software Implementer (Worldox), Software Integrator (Active Directory)• Ogden City Website Replacement Project (2008-2009): Project Manager, Web Designer and Developer (Sitecore, XSLT, C#, VB.NET, CSS, XHTML, XML, IIS, MS SQL Server 2005, JavaScript, GoogleMaps API, Google Analytics, Trumba Spuds), Contract Negotiation, Software Implementation, Software Integrator (Worldox, Trumba Calendar, Web QA, Active Directory)• Ogden City Unlicensed Rentals Project (2008): Project Manager, Software Designer and Developer (PowerBuilder, MS SQL Server 2005), Data Integrator (Eden ERP, Property Management), Software Integrator (ZP4)• Ogden City Business Licensing/Good Landlord Project (2007-2008): Project Manager, Software Designer and Developer (PHP, IIS, PowerBuilder, MS SQL Server 2005, Stored Procedures, Linked Servers, Informix, SMTP), Data Integrator (Code Enforcement, Collections, Versadex, UAA GLL Class Scheduling), Software Integrator (ZP4, Crystal Reports, Paypal) • Utility Billing Replacement Project (2007): Software Developer (ColdFusion, PowerBuilder, MS SQL Server 2005), Data Integrator (Code Enforcement, Property Management)

Ogden, Utah, Us

Project Coordinator/Database Administrator, Ogden City Corporation, Ogden UT 06/2006 to 03/2007Performed project management, systems analysis, database design and maintenance, software development, implementation, integration, training, and software support. Key Accomplishments:• Recognized as Ogden City’s Employee of the Month (2006).• Development Tracking Project (2007): Project Manager, Software Designer and Developer (PowerBuilder, DataWindow.NET, IIS, MS SQL Server 2005, DTS, Crystal Reports), Data Integrator (Eden ERP)• Ogden City Parking Tickets Project (2006-2007): Software Designer and Developer (PowerBuilder, XML, VB.NET, SOAP Web Services, IIS, MS SQL Server 2005, Stored Procedures, SMTP, FTP), Software Integrator (Versadex, Velosum, ZP4, Paypal) • Ogden City Liens Project (2006): Project Manager, Software Designer and Developer (PowerBuilder, MS SQL Server 2000)• Ogden City Small Claims Project (2006): Project Manager, Software Designer and Developer (PowerBuilder, MS SQL Server 2000)

Ogden, Utah, Us

Provided systems analysis and design, database design, programming, testing, and customer support. Wrote online help systems and performed customer training. Performed project management and implemented vendor software packages. Planned, acquired, managed and implemented all facets of Ogden Justice Court infrastructure.Key Accomplishments:• Ogden City Justice Court Project (2006): Project Manager, Hardware and Software Implementer (CORIS, AIX, Informix, Crons, FTP), Contract Negotiator• Code Enforcement Reporting Project (2006): Project Manager, Software Designer and Developer (PowerBuilder, MS SQL Server 2000, Stored Procedures), Data Integrator (Code Enforcement, Collections)• Online Business License Renewals Project (2005): Software Developer (PHP, IIS, MS SQL Server 2000, IIS), Software Integrator (ZP4)

Provided systems analysis and design, project management, database design, programming, testing, documentation and customer support for the Pipeline Operations Division. Developed both custom applications and enhancements to existing systems. Wrote user manuals, online help systems and performed customer training. Evaluated, recommended and implemented vendor software packages. Key Accomplishments:• Was the lead project manager for implementations of a Geographical Information System (GIS-Intergraph), an Accounting ERP replacement system (Oracle), a Time Tracking system, and various internally developed systems • Established policy and procedure for IT customer service interaction with 35 field office locations• Provided recommendations for a Database Management (DBMS) system replacement• Designed, developed, implemented, and maintained several custom applications using COBOL, JCL, IMS, and DB2.• Promoted to higher positions in 1990, 1992 and 1995