Team Lead for the Development, Integration, Maintenance and Operations of PetSmart’s ServiceNow environments using ServiceNow Development and Systems Administration skills.ServiceNow Development• Support the configuration / development of ServiceNow applications.• Work with stakeholders thru discovery, solution development, and solution implementation of various ServiceNow offerings.• Utilize the ServiceNow Automated Test Framework for testing the ServiceNow environment.• Develop communications and training materials for custom applications.• Troubleshoot and provide on-going production support of these applications.• Develop, maintain, and execute reports.• Identify application opportunities, prioritize needs, configure / test / deploy solutions.• Collaborate with colleagues to design and implement integrations with other PetSmart systems.ServiceNow Administration• Serve as primary administrator and supporting developer for the ServiceNow platform.• Consult with Practice leaders, business process owners, customers, users and constituents to develop and analyze customer requirements.• Collaborate with members of project teams to ensure successful, technically sound projects that are completed on time and on budget.• Design and implement client scripts, business rules, workflows, and otherwise configure or modify applications to meet business requirements.• Track, prioritize, and implement enhancement requests and defect corrections, while leveraging formal Change Management processes.• Provide advanced application support to internal team members.• Provide training and knowledge transfer to other employees as necessary.• Coordination with Level 1 and Level 2 help desk support to manage customer issues and satisfaction. • Manage assigned queues of support request tickets.

Engaged as a ServiceNow Subject Matter Expert providing expertise to the Vanguard Internal Audit team overseeing the Vanguard ServiceNow Implementation by KPMG. Reviewed and advised on documentation and process provided by KPMG to ensure the implementation conforms to ServiceNow Best Practice, including security, access, and end to end encryption practices. Assisted Vanguard Internal Audit in developing Audit Controls to be used during a planned external audit commencing approximately 6 months after the end of the KPMG ServiceNow deployment.

Engaged primarily in a Subject Matter Expert advisory role, acting as technical liaison between Sprouts Management and Fruition Partners, with additional development of “out of scope” ServiceNow items for the duration of a 6 month rollout of Fruition’s LIFT Product across Development, Test, and Production environments running ServiceNow Fuji. In this deployment, ServiceNow supports 5 mission-critical business units, including reporting and audit trails necessary for SEC filings.

Provided 100% remote ServiceNow Architect and Development services to Denovo, a Hosted Services Provider, collaborating with Denovo’s ServiceNow Administrator, Business Analysts, Stakeholders, and Process Owners to achieve the following specific goals:• Update from ServiceNow Eureka from ServiceNow Dublin.• Implement ServiceNow SDLC/Scrum module for management of New Functionality Requests and Defects.• Service Catalog Development, including new items, forms, workflows, and notifications.• Implementation of the ServiceNow New Call Module, to allow Service Desk Agents to correctly route incoming calls to Incidents, Service Requests or one of several types of utility call (hang up, wrong number, etc.), allowing Denovo to move from an “Everything is an Incident” to a more mature ITIL/ITSM practice, with commensurate reporting benefits.• Develop functionality to allow the creation of a Generic Service Request from the Incident Management Application via a custom Related Records tab on the Incident Form.• Integration of Shoretel’s IP SoftPhone platform with ServiceNow's New Call functionality using javascript and the ServiceNow API.• Implementation of ServiceNow Quick Messages email template functionality for rapid outage notification and updates via email in a Domain Separated environment.• Implementation of basic Asset Management via ServiceNow Help the Helpdesk Application.

ServiceNow architect and lead developer in a small team collaborating with Business Analysts, Stakeholders, and Process Owners to walk ServiceNow customizations and enhancements through the entire process from vetting submitted ideas to deployment in the production environment using a scrum methodology. Projects have included: * Initial customization and rollout of Incident, Problem, Change, Service Catalog, and 2936 Configuration Items to 2500+ users in 90 days.* Gap analysis of the Project and Portfolio Management and Performance Analytics modules.* Development of 34 additional Service Catalog Items, creation of 27 custom reports, development of 157 additional enhancements to DIA's "AskIT" Portal, and addressing 122 Service Requests in the first 180 days of service.

Administrator for DIA's Balanced Scorecard Management initiative. Worked closely with our Balanced Scorecard Advisor and 30+ managers to understand their data, then develop and maintain over 200 Customer Service, Condition, Process, and People/Learning/Growth Balanced Scorecard metrics. Microsoft Performance Point Dashboard Designer used with Excel Services in combination with varied data connections to present data in multiple dashboard views for senior staff.

Managed a diverse suite of six different mission-critical systems with a goal of zero downtime for the year. These six systems systems run 24/7/365 to effectively manage the flow of 612,000+ aircraft serving 52,000,000+ passengers per year at Denver International Airport.For Passengers: Flight Information Display System (FIDS), Visual Paging System (VPS), For Airlines: Common Use Passenger Processing Systems (CUPPS), Automatic Flight Annoucement System (AFAS)For Air Traffic Controllers: Gate Manager (GMS) and Airport Surface Detection Equipment (ASDE-X) - used to safely and effectively manage the flow of aircraft from landing, to the gate, to pushback, to takeoff.

Developed revolutionary web-based applications integrated into the Wellbid/Wellogix website that streamlined the RFP, RFQ, and bidding processes for exploratory and production well drilling in the oil and gas industry, and allowed petroleum engineers to submit required daily reports both electronically and wirelessly from remote drilling rigs using very early smartphones (Windows CE 3.0).Visible at the Internet Archive at:https://web.archive.org/web/20000511120625/http://www.wellbid.com/

Delivered a web front end and gateway to United Airlines’ legacy "dumb-terminal" corporate email system. The delivery to United was 4 months late and well over budget. It also delivered the impossible given the technology resources available at the time.

Web Developer for AlliedSignal's "20/20" project - a goal of using acquisitions and organic growth to achieve 20 billion dollars in valuation by the year 2000. Traveled to interview SMEs from recently completed acquisitions to gather Best Practices, Lessons Learned, and Pitfalls. Analyzed and interpreted this information to determine common themes. Developed website content based on this information to assist other Project Managers during their acquisition projects.

Created Boca Research's first ever web presence, visible at the Internet Archive at: https://web.archive.org/web/19961019191818/http://www.bocaresearch.com/Redesigned the website in the Summer of 1996, going live with the new Boca Research logo on 1 January 1997. Visible at the Internet Archive at: https://web.archive.org/web/19970223022711/http://www.bocaresearch.com/

Handled 600+ monthly end-user telephone, fax, and email support requests for Supra-, later Diamond Multimedia-brand modems on the Macintosh and Amiga platforms. Developed a wiki-like html web for technical support technicians using hand-coded HTML and a spare desktop machine as a server, stored in a nearby comm room.

Provided content, proofreading, and pasteup for articles and advertisements for a local weekly advertising circulator, the quarterly antiques newspaper for the Pacific Northwest, "Old Stuff", business cards, and one-off print jobs for local business using a combination of traditional techniques and PowerPC Macintosh computers running QuarkXpress.

Performed troubleshooting, calibration, repair, and installation of VHF and UHF radio equipment, including multichannel radio equipment and secure voice equipment used by Marine ground and aviation forces.