• Serve as a trusted consultant for customers implementing or enhancing ServiceNow• Provide thought leadership to both internal and external stakeholders• Remain current on features and capabilities on ServiceNow and share knowledge both internally and externally

• Manage the same instance as I did while at DXC and perform similar functions as listed• Ingest Azure Billing from CSP API to ServiceNow to provide usage billing data for ourcustomers• Work with the sales team and executive leadership to build a quoting system inServiceNow to greatly improve the speed and accuracy of the quotes we provide tocustomers• Re-architect MID server design and rebuild most of our orchestration due to an internalinfrastructure change• Build Internal IT Ticketing portal and supporting functionality to support our Internal ITteam• Integrate CRM and ServiceNow to support passing tickets and information betweenboth systems. Built both the CRM end and ServiceNow end of the integration.• Ingest VMWare alerts into ServiceNow and integrate them into our existing alertgrouping functionality• Integrate N-Central alerting with ServiceNow• Integrate N-Central with ServiceNow to get real-time status and update the status ofmanaged devices• Provide support and development for an external customer on their instance• Lead a company-wide team to discuss where documentation is stored in the companyand how we could improve upon that

• Manage MSP environment with over 400 customers• Implement Customer portal using Service Portal technology• Manage and extend CMDB including discovery of over 4000 Windows devices• Use Orchestration automate previously manual processes• Refine, enhance and monitor password reset process• Design, build, implement catalog items and workflows• Integrate with external systems such as vCenter, SevOne, N-Central, SCCM, Microsoft Azure CSP• Implement Performance Analytics• Write and edit client and catalog scripts, business rules, script includes, UI Policies• Update and modify other applications to meet the needs of the business• Manage upgrades and patches

• Write and edit client and catalog scripts, business rules, script includes, UI Policies• Configure and troubleshoot ACLs• Build and configure forms• Write complex and reusable workflows• Integrate with various REST and SOAP services• Integrate MS SQL Server and Oracle data• Create new integrations using Scripted REST APIs• Configure, build and style Service Portal, including building custom widgets• Work with various teams to determine CMDB classes and fields and investigate the use of Discovery• Configure CMDB application classes• Implement Software Asset Management• Lead technical implementation efforts• Determine path for improving and simplifying current integrations• Troubleshoot and work to resolve user issues• Improve and implement additional monitoring capabilities• Manage upgrades and patches

• Automate regression testing using watir-webdriver and QTP/UFT• Built Automation Self Service service using Ruby on Rails, Redis, and Selenium Grid• Write gems to support Automation Self Service framework including gem which scaffolds RSpec tests• Lead automation working sessions and train other team members on automation usage and best practices, including the introduction of industry standards such as RSpec• Administer HPALM/QC, including upgrades and migrations to new database backend• Created "Lite" interface for HPALM which gives cross platform and mobile access to otherwise IE "locked" users• Analyze and implement cloud testing solution which provides multiple platforms including various mobile devices• Rework existing Ruby on Rails application to improve performance, add functionality and improve UI• Create and maintain ITS websites which externalize data on Drupal through various technologies including, javascript, jquery, Google Visualizations and RESTful services.• Write test cases using Quality Center• Write utilities to create test data• Contribute to QA processes and improvement

• Automating regression testing using QTP and watir-webdriver• Writing test cases using Quality Center• Build watir-webdriver/selenium automation framework• Performance testing using LoadRunner and Performance Center; customizing and parameterizing scripts• Writing utilities to create test data• Expose tests to end-users in a custom built self-service web interface• Implement Selenium Grid/parallel testing• Write automation coding standards

• Updated existing Selenium 1.0 automation to 2.0 and corrected and modified existing tests. Cut the runtime in half with framework and code changes.• Performance tested webServices using Soap UI• Build a wrapper for SoapUI in C#.net to run a parameterized series of tests and organize results• Worked with development to determine technical problems with consumer facing website• Participated in Agile planning and scrum sessions.

• Web, Desktop, webService, IVR, and Client/Server testing.• Automation using QTP/QC,Watir• Project Estimation• Maintain and troubleshoot problems with QA systems• Coordinate acceptance testing with major clients.• Supervise and train QA associates.

Began my career with PhoneCharge as a customer service representative and quickly moved into other roles in the QA and Production support departments. While here I provided 1st level support to internal and external clients. Issues needed to be solved quickly and correctly as to not further impact our clients. I was also solely responsible for testing all of our customer facing IVR and web applications as well as the several back-end systems. PhoneCharge was purchased by CheckFree in 2006.