Jay D. Email & Phone Number

Texas, United States

Arlington, VA, US

• Led the design and development of the ~200 Story Points of Service Catalog Overhaul with a team of 3 Senior Developers, ensuring timely completion and maintaining open communication channels.
• Streamlined the development process by identifying bottlenecks, reducing the story backlog by 50%, and enhancing the Agile Board processes to improve overall efficiency.
• Enhanced the ServiceNow Code Library by identifying and resolving potential bugs, showcasing a forward-thinking approach to problem-solving and ensuring high-quality code standards.
• Led the architecture for our ServiceNow ITSM pilot, mentored a senior developer in overseeing the revamp of ServiceNow's Web-Authentication MFA through a CDN like Akamai, and developed new Performance Analytics.
• Coordinated the upgrade of 6 ServiceNow environments from Tokyo to Vancouver, while providing live-call training to developers, empowering new team members with essential problem-solving techniques, promoting knowledge.
• Provided cross-team guidance on Custom Auditing functionality, fostering knowledge sharing, and oversaw a successful integration with a payment system utilizing REST API, highlighting a commitment to comprehensive.

Arlington, VA, US

• Oversaw Agile Sprint Story assignments, determining and delegating tasks to developers based on their expertise and workload.
• Delegated admin / lead tasks to developers, fostering skill development and broader project involvement.
• Led the design and execution of proofs of concept, turning innovative ideas into tangible solutions for both client and business needs.
• Diligently planned and executed ServiceNow Family Upgrades and Patch installations, ensuring systems stay current with the most recent enhancements.
• Consistently communicated with team members and key stakeholders, aligning our efforts with agile methodologies and ensuring clear understanding of project goals and deliverables.
• Engaged regularly with the ServiceNow Support team to address and resolve specific cases and issues.

Arlington, VA, US

• Shadowed and supported the Team Lead in the planning and execution of the bi-weekly release cycle, ensuring timely and accurate deployment of features and fixes.
• Improved the deployment process by introducing streamlined practices and efficiencies and drafted a standardized template for deployments, ensuring quicker releases, consistency, and ease of use.
• Assisted in managing Agile Sprint Story assignments, working alongside the Team Lead to allocate tasks to developers based on their expertise and workload.
• Collaborated closely with project and program leads to ensure alignment with organizational goals, providing backup and support during crucial decision-making sessions.
• With the oversight of the Team Lead, delegated task assignments to developers, ensuring the team's strengths were effectively utilized.
• Supported the Team Lead in generating detailed ServiceNow Reports and KPIs upon request, playing a key role in data-driven decision-making and performance assessments.

Arlington, VA, US

• Deploy and maintain automation scripts based on stakeholder requirements using ServiceNow Inbound Actions, ServiceNow Integrations, and/or 3rd party integrations.
• Gather requirements and implemented ITSM processes for Incident, Problem and Change Request Management in accordance with ITIL best practices and stakeholder requirements.
• Develop, document and maintain ServiceNow Automated Test Framework (ATF) for our Development Instance in accordance to our Project Management Office standards.
• Develop, test, deploy and update ServiceNow Flows to automate Change Request management by fully utilizing ServiceNow Flow Capabilities.
• Support and recommend stakeholders for solutions to improve processes, while working with the team to reduce Incident resolution time and meet contractual SLA agreements, while improving end-user experience.
• Develop and maintain ServiceNow Internal and Client Team Dashboards to view current and past ticket trends.

Harrisburg, PA, US

• Engineered a Custom Application to assist Developers and Administrators in searching a Sys ID of any record across our ServiceNow platform.
• Maintaining automation scripts based on stakeholder requirements using ServiceNow Inbound Actions, ServiceNow Integrations, and/or 3rd party integrations.
• Develop, document and maintain ServiceNow Automated Test Framework (ATF) for our Sub-Prod Instances in accordance to our Project Management Office standards.
• Develop, test, deploy and update ServiceNow Workflows, Approval flows and Rules by fully utilizing ServiceNow Workflow Capabilities.
• Perform Level 3 support on our ServiceNow Production Instance to identify issues within the code, while working in partnership with other team members to resolve them within the agreed SLAs and prevent Production outage.
• Developed and maintaining ServiceNow Service Portal, with introduction of custom enhancements to improve end-user experience.

Harrisburg, PA, US

• Engineered automation scripts based on stakeholder requirements using ServiceNow Inbound Actions and/or 3rd party integrations.
• Designed and maintaining Performance Analytics Dashboard in collaboration with Director level individuals to be utilized by various staff through Sr. Vice President.
• Developed enhanced solution to store and track critical IT Infrastructure/Batch Jobs performance results on ServiceNow with increased automation and distribution access across IT&D.
• Configured and implemented ServiceNow customizations utilizing Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, Workflow Development, and data imports and exports.
• Configured out-of-the-box email notifications and developed a solution to reduce emails notification from being triggered through ServiceNow to enhance user experience.
• Managed and prioritized ServiceNow user stories.

Middletown, PA, US

• Developed and maintaining ServiceNow Team Dashboard to view current tickets and major events in one place, while showing current trend and future forecast.
• Troubleshoot personal devices including the configuration for the PSU wireless network.
• Perform routine and preventive maintenance for the purpose of ensuring the availability of computer and peripheral equipment’s.
• Performs other related duties as assigned for the purpose of ensuring the efficient and effective functioning of the work unit.
• Maintain shift logs and documentation as well as other duties that may arise.

Atlanta, GA, US

• Responsible for timely departure of assigned aircraft.
• Ensure execution of cargo activities in accordance to aviation safety laws and airport procedures.
• Direct others with knowledge of ramp service and operational functions.
• Communicate efficiently with upper management, agents and flight crews.

Memphis, TN, US

• Responsible for safe transportation of packages moving through the facility.
• Increased package flow rate per hour by distributing work among 12 coworkers.
• Sort outbound and inbound freight according to destination.
• Safely handle fragile, dangerous, and/or hazardous products.

• Resolve customer's queries about products, prices, and availability.
• Resolve any customer disputes while maintaining hotel standards.
• Welcome visitors by greeting them, in person or on the telephone; answering or referring inquiries.
• Maintain security by following procedures; monitoring and updating logbook as needed.

• Provide timely, efficient, and considerate customer service.
• Comply with corporate production quotas to enhance customer service within the allotted time frame.
• Use the booking system to make/modify/cancel reservations.
• Responsible to update any and all systems as needed.