John Pool Email & Phone Number

North Andover, Massachusetts(MA), US

I am a ServiceNow developer working with multiple clients in the ITAM space. My specialty is setting up HAM, SAM, and Discovery, however as everything is related, I am also skilled in ITSM and ITOM as well as general "Make ServiceNow do this" enhancements or troubleshooting.

Reston, VA, US

• Developed and lead a team of developers to implement and develop solutions inside the ServiceNow Platform.
• Skills include Sprint Planning, HAM/SAM Implementation, and integration with third party apps. In addition, I develop custom background scripts and business rules to clean up discovery data.
• Achievements include Establishing cloud discovery from AWS as well as creating scoped applications.

Reston, VA, US

• Responsible for the implementation and maintenance of the CMDB tracking over 100,000 CI’s.
• Skills include SAM and HAM administration, data import and integration, and report/dashboard creation.
• Achievements include SCCM integration from 8 airbases as well as legacy asset discovery.

Reston, VA, US

• Provided Logistical support for over 50,000 endpoints across 8 Airbases using ServiceNow.
• Skills include hardware forecasting, vendor management, and ServiceNow asset import and management.
• Achievements include designing and implementing a hardware refresh process using the PPM module.

Chantilly, Virginia, US

• Administered as well as developed inside several SharePoint collections for the US Navy.
• Skills include writing custom CSS/JavaScript/Rest API as well as the creation of forms and workflows.
• Achievements include migrating collections to newer versions and migrating existing websites into SharePoint.

Houston, Texas, US

• Implemented new service offerings for the Navy and other clients such as the Commonwealth of Virginia.
• Skills include process and training design, report creation, stakeholder engagement, and project oversight.
• Achievements include Design and implementing a ServiceDesk using ServiceNow for the State of Virginia.

Palo Alto, CA, US

• Responsible for quality monitoring and assurance across a multi-site ServiceDesk.
• Skills include general management, server administration, and custom reporting using SQL/MS Access.
• Greatest achievement was the creation and implementation of the processes to earn ISO9001 Certification.

• Managed and was an escalation point for a team of 20 IT support specialists.
• Skills include AD user administration, advance troubleshooting, and customer care skills.
• Achievements was having the team have the highest FCR and the lowest call time across 20 other teams.

• Was a first line support specialist for the largest internal network in the world. Handled and resolved numerous calls on everything from MS Exchange, Network Connectivity, Proprietary DoD applications, Hardware.
• Recognition- Recognized as ranked 4th out of 200 other Help Desk Agents in based on key metrics such as phone quality, first call resolution, and average handle time two months after being hired
• New Hire Training- Was the sole trainer for several new hire class of agents. Trained each class of 8-10 people how to succeed at their job. Training included how to use agent tools including call ticking software and.
• Team Lead- Was the second level of support for my team. Handled my team’s customers escalations while concurrently taking customer calls. Numerous times I would be handling 3 or four escalations while solving my own.

Masters Of Business Administration, Business Administration And Management, General

Bachelor'S Degree, Agriculture Systems Management