ServiceNow administration and development consultant.

Supervised the ServiceNow team for development and maintenance efforts: Incident, Change, Problem, CMDB, Discovery, Release, CMS, multiple web service integrations (inbound and outbound), and more.

For these many months, I brought a new skill set to the ITSM Development team within Clearwire. Although my primary duties were to facilitate development and administration of our ServiceNow implementation, my tasks also included building and conducting small workshops on development concepts, writing a JavaScript conventions document, being a key contributor to tuning the team's development processes, and mentoring the team on many aspects of software development and delivery.Joining this team was a fantastic learning experience for me as this was my first exposure to development within the ServiceNow platform. Although these months were short, I learned a great deal about enhancing and administering ServiceNow for an IT organization including management of change, incident, problem, feature/release, and more.

While the title I carried in this position changed many times, my overall responsibilities stayed much the same. During this time, I filled a key leadership and senior role for the designing, development, deployment, up-time, and maintenance of 15+ homegrown applications meant for use by the Customer Care organization for their daily tasks (primarily related to CRM/BPM), as well as some smaller IT-related solutions. These applications sat atop a code-base comprising nearly a million lines of code spanning multiple languages and technologies in a full three-tier architecture.The sheer number of integration points we maintained is staggering. Although our core application catalog was in the Microsoft suite: IIS7 and 8, C#.NET, VBScript, ASP Classic, and MS SQL we have web-service and database integration with an exceedingly wide variety of other systems both internal and external: Oracle for inventory management, MySQL for billing system information, multiple FTP and SFTP integrations, Avaya for call tracking, and a multitude of web-services both REST and SOAP, HTTP and HTTPS, and others.Although the majority of our development effort was in the Business Logic and Data Access layers, there was significant Presentation layer development and maintenance as well. All of our interfaces were JavaScript driven and, since dynamic form generation was a staple in our environment, require a great deal of DOM API knowledge which was accomplished by in-house libraries as well as the third-party libraries jQuery and DOJO, and were fully compatible with IE8+, Mozilla Firefox, and Google Chrome.

Provided excellent, top quality, technical support for a wide range of customer issues. These issues include connectivity problems related to RF, network configuration, or faulty equipment as well as billing and general service questions or problems. As a Level 1 representative I was responsible for handling inbound call volume and escalating complex issues to the relevant departments.

While employed there I performed basic computer operator duties. These include: basic server maintenance, network up-time monitoring for the entire Florida Lottery network, the execution and monitoring of critical system applications and processes, as well as disaster recovery.

Provided advanced technical expertise in several different capacities; mainly related to packet data, cellular data provisioning, Blackberry devices, Windows systems, and handheld device software. My duties included walking customers through setting up and troubleshooting many different Windows applications over the phone as well as cellular phone (PDA / SmartPhone) setup and troubleshooting.Also became the trainer for new hires coming in to the Data department as well as up- and cross-training all other Care departments on new technologies, products, and advanced operation and troubleshooting of related systems. During my time there I also received several awards based on performance, quality, and leadership including the quarterly Circle of Excellence Award twice and the company’s highest honor, the Annual Circle of Excellence.

Provided technical support in an inbound call center environment for customers who had issues with their cell phone service and/or their phone itself. Also met and surpassed the company guidelines for quality customer support. Also worked closely with the intranet site developers to maintain the multitude of documents used by the department.

Although my official title was 3D Animator, I filled many roles here. Diversions Entertainment was a very small, very tight-knit, privately funded team comprised of three to eight people (depending on the stage of development at the time). Our only focus was the sequel to One Must Fall: 2097 titled One Must Fall: Battlegrounds. All aspects of the game were designed and built in-house including, and most importantly, the engine itself: Big Red Scary (BRS).3D Animation ResponsibilitiesOversaw all aspects of 3D animation for video game development, including leading a team of three animators, utilizing a fully functional video motion capture system (built entirely in-house), and cutting together video sequences for vector tracking as well as publicity demo videos. Other aspects of this position involved developing tools to aid in the animation and modeling process in 3D Studio Max (utilizing MAXScript) as well as importing the finished animations in to the game engine and implementing the relevant scripting involved in the animation interacting with the environment and other characters. As Webmaster, I developed and maintained a very heavily trafficked web site. During my time there I also built and maintained a multitude of computers in our offices as well as our motion capture equipment.Tool Development ResponsibilitiesBuilt and maintained several modeling and animation tools for 3D Studio Max using Max’s proprietary scripting language MAXScript. Also provided several other stand-alone tools in C++ for tasks such as managing simple code repository check-outs and automatic code documentation.Scripting ResponsibilitiesProvided engine scripting mostly related to physics, particle effects, and simple events using our proprietary in-house and real-time scripting Java-like language: Big Red Scary Script (BRS Script).