ServiceNow development with proven experience in:- All ITSM Modules- Service Portal & Customer Portal- Service Catalogue Design/Development- Customer Service Management- Workflow Design- Now Mobile Apps - Business Rules- Transform Maps- Dashboards & Reporting- In-depth Database Table Knowledge- Maintaining API Code (Atlassian Jira, ServiceNow)- Release Upgrades- System Administration of Multiple EnvironmentsMy experience spans multiple release versions such as Istanbul, Kingston, Madrid, New York and a commitment to future releases.

• Application Server Maintenance and Support which includes Implementation/ configuration/management/administration/ of Superpartners core IT support systems such as Symantec ServiceDesk 7.1, Symantec CMS 7.1, Deployment Solution 6.9, Altiris Helpdesk 6.5, Microsoft SCCM 2012 R2, Control-M, MFT, HP BSM/Sitescope and Splunk 6.1• Conduct initial diagnosis, technical in-depth troubleshooting, resolution and root cause analysis of related incidents and problems during and after business hours raised by the business, IT or automated alerting• Escalate to and liaise with vendor support where appropriate• Assist IT Operations teams with information requests and troubleshooting. (SQL database queries, system alerts, system admin tasks)• Plan for and implement requests for change to proactively provide system enhancements and bug fixes to IT systems, including disaster recovery• Design, develop & implement Symantec Workflow solution applications to automate IT and non-IT business processes (e.g New Employee Requests, User Access Requests, IT Release Requests, R2 administration requests etc)• Regularly provide after hours on call phone support remotely for business critical incidents. (E.g Production control batch jobs & managed file transfers running after hours)

• Troubleshoot & Resolve Level 2 Desktop Issues (Hardware/Software)• Provide Offsite Support to Trustees Wherever Required• Provide Offsite Support to Superpartners & Trustee Interstate Offices• Manage & Maintain Key Desktop Systems (E.g Altiris DS, Blackberry Server, WSUS)• Plan & Implement Application Upgrades to the Desktop Fleet (E.g Reflections 2)• Manage & Maintain Computer Assets Including Relocations• Implement & Manage Software Deployments to the Desktop Fleet• Provide Mobile Device Support & Management Via BES (Blackberry/iPhone)• Configure & Deploy New Mobile Devices (Blackberry/iPhone)• Build & Deploy New Computer Procurements• Maintain The XP SOE (E.g WSUS patches & Core Application Updates)• Keep All Current Documentation Up-to-date• Provide Technical Support to the Windows 7 Project Team• Test & Certify the Windows 7 SOE for all Hardware Models• Design, Test & Implement a Data Migration Solution for Windows 7 Project Rollout• Coordinate & Train External Resources for the Windows 7 Rollout• Install & Configure Altiris Deployment Server for the Windows 7 Project Build Room

• Managing Helpdesk Resources & Engineer Schedules• Maintaining Helpdesk Procedures & Relevant Helpdesk Staff Training• Managing Helpdesk Calls & Emailed Requests• Monitoring & Responding to the Client Network Monitoring System• Providing Remote Desktop Support to Clients (Win 2000, XP, Vista & MS Products)• Providing Remote Server & Network Support to Client Networks (Win Server 2000/2003 Environments, Exchange, SQL, AD, Terminal Server)• Providing Third Party Application Support to Clients (Eg. Citrix, ACCPAC, Locus, MYOB & Symantec Disaster Recovery Products)• Providing Hardware Support Including Troubleshooting & Configuration of Printer/Faxes, Firewalls, Modems, Switches• Providing Regular Onsite Support to Client Networks• Internal Network Support & Administration• Performing Onsite Network Quality Site Reviews to Maintain Company Standards• Performing Pre Run Up Checks & Stress Test of New Servers• Maintaining Stock Room Loan & Resale Equipment• Administration & Maintenance of Client Network Monitoring System• CRM System Administration & Maintenance• Administration of Client Anti-Spam System (Hosted Service)