Greg Cain Email & Phone Number

Kernersville, Nc, Us

Lewisville, Nc, Us

Fairfax, Virginia, Us

Setup and maintain configuration of various features and applications on the platform, including ITSM Modules (Incident, Problem, Request, Change, Walk-up Experience, Workspace), ITOM Modules (Discovery, CMDB) and Security Operations Modules (Security Incident)• Provides analysis of problems with the ServiceNow platform while working toward solutions to technical issues• Building and updating multi-layered workflows, sub flows and actions in Flow Designer• Gathering requirements from service owners for new functionality, reports & automation, and fulfilling requirements in line with industry best practice• Setup and deployment of the Security Incident Response module, including integration with the MITRE ATT&CK framework, as well as processing incoming data from Microsoft Sentinel.• Preform and validate platform upgrades• Preform code migration via update sets• Configuring and administering the ServiceNow platform user interface, screen elements, workflows, plugins, and branding• Managing and administering lists, filters, forms, platform interfaces (to other data sources) and the data within tables, import sets, inbound actions and the CMDB, including REST integrations and ServiceNow Discovery• Managing and administering ServiceNow users, groups, and all the various roles• Developing, building, testing, deploying, and updating items within the Service Catalog and corresponding items in the Self-Service Portal• Configuring and maintaining application security across all modules and interfaces• Administering ServiceNow applications, including updating security and workflow configurations, importing data, creating custom scripts, and building reports• Producing reports and dashboards based on defined customer needs• Configuring and implementing ServiceNow scripts in the form of business rules, client scripts, UI actions, UI policies and script includes

New York, Ny, Us

Setup and maintain configuration of various features and applications on the platform, including ITSM Modules (Incident, Problem, Request, Change, Walk-up Experience, Workspace)• Provides analysis of problems with the ServiceNow platform while working toward solutions to technical issues• Administering capabilities to configure the ServiceNow platform to align with IT Service Management policies, processes, and procedures• Gathering requirements from service owners for new functionality, reports & automation, and fulfilling requirements in line with industry best practice• Preform and validate platform upgrades• Preform code migration via update sets• Configuring and administering the ServiceNow platform user interface, screen elements, workflows, mobile interfaces, plugins, and branding• Configuring ServiceNow to work with outside API connections to retrieve and update tickets in external systems• Managing and administering lists, filters, forms, platform interfaces (to other data sources) and the data within tables, import sets, inbound actions and the CMDB, including SOAP and REST integrations• Managing and administering ServiceNow users, groups, and all the various roles• Developing, building, testing, deploying, and updating items within the Service Catalog and corresponding items in the Self-Service Portal• Configuring and maintaining application security across all modules and interfaces• Administering ServiceNow applications, including updating security and workflow configurations, importing data, creating custom scripts, and building reports• Producing reports and dashboards based on defined customer needs• Configuring and implementing ServiceNow scripts in the form of business rules, client scripts, UI actions, UI policies and script includes

Orlando, Fl, Us

• Setup and maintain configuration of various features and applications on the platform, including ITSM Modules (Incident, Problem, Request, Change, Walk-up Experience, Agent Workspace), MID server configuration, SLA configuration, Automated Testing Framework• Provides analysis of problems with the ServiceNow platform while working toward solutions to technical issues• Administering capabilities to configure the ServiceNow platform to align with IT Service Management policies, processes, and procedures• Gathering requirements from service owners for new functionality, reports & automation, and fulfilling requirements in line with industry best practice• Preform and validate platform upgrades• Preform code migration via update sets• Configuring and administering the ServiceNow platform user interface, screen elements, workflows, mobile interfaces, plugins, and branding• Managing and administering lists, filters, forms, platform interfaces (to other data sources) and the data within tables, import sets, inbound actions and the CMDB, including SOAP and REST integrations• Managing and administering ServiceNow users, groups, and all the various roles• Developing, building, testing, deploying, and updating items within the Service Catalog and corresponding items in the Self-Service Portal• Configuring and maintaining application security across all modules and interfaces• Administering ServiceNow applications, including updating security and workflow configurations, importing data, creating custom scripts, and building reports• Creating alerts and notifications using e-mail and other messaging capabilities within the platform• Performing daily operational management and administration activities as needed• Producing reports and dashboards based on defined measures, metrics, and key performance indicators• Configuring and implementing ServiceNow scripts in the form of business rules, client scripts, UI actions and UI policies

Orlando, Fl, Us

This position was at the Service Desk within Computer Services and Telecommunications, the main Help Desk for the University.Created documentation for various systems including Pinnacle, Email/ActiveSync and Administrative WebsitesWorked with several different technology infrastructure departments to troubleshoot and resolve issues with productsWorked with several different departments to keep information up to date as well as create and maintain guides and documentation for end users as well as staffAssisted in maintaining parent departments website on WordPressAssisted in creating, changing and deleting voice mail boxes in Cisco Unity and Exchange Unified Messaging, as well as managing Cisco IP Phones with Cisco Call ManagerLead other Service Desk staff members with customer issues as well as program issues by researching and resolving various IT related issues for Service Desk Tier 1-2 staffAssisted in creating documentation for various systems including Pinnacle, Email/ActiveSync and Administrative WebsitesWork with Service Desk members and management to reorganize Service Desk database of information in Microsoft SharePoint; including redesign and restructure, as well as continued maintenanceAdvised and guided other Service Desk staff members with customer issues as well as program issuesHandled high volume calls regarding both hardware and software issues for various computer and network issues; performed troubleshooting steps to resolve many lower to mid-level issuesWorking with several different departments and different ticketing systems to resolve customer issues, including Remedy, Pinnacle and Microsoft SharePoint ticketing systemsExhibited highly effective customer service by quickly diagnosing and responding to customer problems and inquiries for issues and ticket inquires

Handled high volume calls regarding both hardware and software issues for Apple, iMac, MacBook, and Mac OS X productsProvided customer service by troubleshooting a variety of problems on multiple systems and identifying sale opportunities Exhibited highly effective communication by quickly diagnosing and responding to customer problems and inquiries

New York, Ny, Us

Produced local and syndicated radio programmingFull setup and break down of remote ISDN broadcastsMonitored and conducted technical troubleshooting for 7 radio stations overnight ISDN connection troubleshooting for live radio shows; routing audio to different ISDN machines in different locations

Bachelor Of Science, Computer Science

Certificate Of Course Completion, Radio, Television, And Digital Communication

Education record