James Dugger Email and Phone Number

Job duties included : ● Developed Automation for the Service Catalog utilizing REST API's and Orchestration. - Resulted in a ticket volume reduction of ~35%. ● Developed structured intake and development process for Catalog Enhancements promoting Agile methodology to streamline and improve the overall workflow. ● Developed Custom Scoped Applications - Developed Scoped App to facilitate End-To-End application facilitating voucher tracking and distribution via integration with external system, complete with custom dashboards, and administration interface. - Developed Scoped App to facilitate decommissioning of servers in accordance with scheduled decommissioning requirements. - Developed Scoped App to facilitate scheduling of complex recurring standard changes with the ability to determine both creation dates and planned start, in addition to creating the list of affected CI's based on specified inclusion and exclusion criteria. ● Facilitated documentation of platform enhancements. ● Functioned as SME for ServiceNow supporting the Catalog Development team. ● Training of staff on ServiceNow Functionality. ● Training of staff on ServiceNow Development.

Job duties included : ● Supporting of drafting and approval of SCRUM Stories ● Development of new applications and enhancements ● Development of documentation as needed for new and existing functionality ● Implementation and customization of : - Incident - Problem - Change - Knowledge - Service Request - Service Catalog - HR Module - OnCall Scheduling ● Implementation of advanced custom ACLs. ● Development of Scope Applications. ● Development of integrations leveraging JDBC to SQL, OracleSQL, SCCM, PeopleSoft ● Development of custom CMS Portals

Job duties include performing detailed packet analysis for suspected inbound attacks, and handling DDoS mitigations for customers leveraging both Arbor and Radware platforms, as well as providing phone support for inbound escalations and inquiries

Job duties included development of enhancements to the Service-Now ITSM platform for the purpose of enhancing the user experience and value to the business in addition to providing project management where necessary..The following are highlights of major enhancements performed:Developed and deployed document submission and versioning system - Enabled workflow driven document submission and version trackingPerformed customized Implementation of Release (V1 & V2) - Improved project tracking across multiple divisions of the companyPerformed User Administration as well as System Administration for the Service Now instance consisting of development of custom Business Rules, Script Includes, ACLs needed to effectively secure Service Now, custom UI pages with custom Jelly scripting, creating and maintaining service catalog items, enhanced ACLs to better secure forms from unauthorized access, and automated ticket creation through custom inbound action scripts.Languages used include : Javascript, Jelly Script, XML.

Job duties included the configuration and development of the Knowledge Base supporting employees throughout the company. Content was provided, collated, and maintained cultivating the foundation of the Service Now Knowledge Base for both IT and the End Users. Additionally, I was responsible for reviving the SIM role within the IT Service Desk reinvented under the role of Operational Systems Integration.Knowledge Base Administrator Role:---------------------------------------------- - Development of a functional and usable Knowledge Base providing a long-term sustainable, maintainable, document repository for support of the companies IT infrastructure and user base. - Developed training programs instructing employees on proper documentation format and technical writing principles. - Developed and Implemented process and policy governing the intake of new Knowledge Base content. - Developed presentations for management and upper management to drive adoption and usage of the Enterprise Knowledge Base by groups throughout the company.Operational Systems Integration Role:------------------------------------------------ - Created and managed a gate process by which all applications touching the Service Desk are rolled out in the company. Appropriate support-ability resources and documentation are verified prior to application support by the Service Desk. - Created Presentations to educate management and employees of the company to the new processes to promote use and improve the overall user experience with the transition. - Increased Service Desk effectiveness, efficiency, and performance throughout the enterprise through cultivation of the adoption of the Operational Systems Integration process.

Provided support for MOSS, site creation and access administration, and developed documentation to support the Service Desk. Supported end-users through phone, direct, and by remote access where possible for faster resolution, using RT & Service-Now ticketing systems for Incident and Request Handling.Performed Active Directory administration of network resources.Additional responsibilities included acting as Incident Coordinator for IT at Clear, responsible for coordinating the actions required to resolve any Priority1 Outage of the company infrastructure

Provide support for LvL 1 Tech's on the floor, acting as liaison to NOC as well as helpdesk and monitoring for network abusers to reduce speed issues throughout the ClearWire network. Assisting with corporate escalations as well as escalations provided by other TM's. Providing support chat for other customer care members and monitoring call queues for mis-use of Aux as well as abnormalities in call flow that may indicate potentially network issues. Acting as floor manager in order to assist TM's as needed.