Michael D. Jones work email
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Michael D. Jones personal email
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I am a ServiceNow Certified System Administrator and ServiceNow Certified Application Developer (both current through Vancouver) and routinely perform administration and management duties as well as development and integration activities, experienced in delivering custom solutions that satisfy customer and contractual requirements. I have experience as an IT Service Desk Account Process Analyst and Call Center Supervisor; proficient in the implementation and execution of IT Service Delivery and experienced in Account, Process and Personnel Management with 12 years of Industry experience. I'm a capable and creative developer, often called upon to innovate solutions for challenging needs and have a reputation for succeeding where others see no way forward. I’m always open to interesting development projects that present an opportunity to utilize my eclectic skill set, or the opportunity to develop new skills in a related sphere.Specialties: ServiceNow Development, Management, Supervision, Process Management, IT Service Delivery, Service Desk, VBScript, VBA, Visual Basic, JavaScript, JSON, XML, HTML, SQL, newScale RequestCenter, CA Service Catalog, Expert with Excel.• ITIL Foundation Certification in IT-Service Management V2• ITIL Practitioner Support and Restore V2• ITIL Foundations V3• ServiceNow Certified System Administrator (Vancouver)• ServiceNow Certified Application Developer (Vancouver)Courses:• Project Portfolio Management (PPM) Fundamentals• Scripting in ServiceNow• ServiceNow Orchestration• Microsoft Orchestrator Automation
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ArchitectGlidefast Consulting May 2021 - PresentWaltham, Massachusetts, UsAt GlideFast Consulting, we are dedicated to helping our customers see the benefits and value of their ServiceNow implementation come to life.As an Architect with GlideFast Consulting, I am a technical consultant working to develop, design and own technical solutions on the ServiceNow platform. I provide administration, application development, maintenance and technical support following best practice techniques to configure robust solutions for my clients utilizing the ServiceNow platform.
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Senior Technical ConsultantGlidefast Consulting Apr 2021 - May 2021Waltham, Massachusetts, Us
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Senior Servicenow DeveloperCloudpires Dec 2019 - Apr 2021Cincinnati, Ohio, Us -
Senior Servicenow Developer (Application Developer V)Atos International Apr 2014 - Dec 2019
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Developer, GdtsAtos International Apr 2009 - Dec 2019Primary responsibilities include development and support for Service Delivery Portals, utilizing and customizing implementations of ServiceNow (Dublin, Fuji, Geneva) and Cisco Workplace Portal (newScale RequestCenter, 9x, 10.1, 11). My role focuses on both streamlining the end-user experience and on integrating the Service Delivery Portal with other IT, Asset and Financial systems. This position utilizes both my experience in IT Service Delivery, assisting with the requirements gathering and design of Services and Automation Opportunities, and my expertise with vbScript, JavaScript, HTML, SQL and XML in the development and implementation of those deliverables.
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Call Center SupervisorSiemens Aug 2004 - Apr 2009Munich, De• Managed SLA delivery for assigned accounts on a daily, tactical level leveraging resources and adjusting staffing levels and scheduling to ensure SLA compliance.• Provided data analysis and reporting on performance issues / breakdowns.• Monitored agent productivity and performance and ensured that agent performance consistently met or exceeded standards.• Performed agent call monitoring to ensure appropriate levels of Customer Service and Process Adherence• Engaged in continuous improvement activities to increase efficiency and customer satisfaction. • Reported and or escalated process breakdowns to Manager or appropriate contact. • Responsible for training, mentoring and coaching agents to achieve or exceed expected performance results. • Completed New Hire interviews and on-boarding for agents. • Prepared and reviewed Performance Appraisals for direct reports.• Supported and enforced Policy and Procedures as determined by Management. -
Process AnalystSiemens Feb 2002 - Aug 2004Munich, De• Effectively managed all processes and procedures for multiple Customers spanning several teams. Acted as a primary point of contact between the Service Desk and Program Management Team as well as interfacing directly with the customer to ensure smooth and effective account operation.
Michael D. Jones Skills
Frequently Asked Questions about Michael D. Jones
What company does Michael D. Jones work for?
Michael D. Jones works for Glidefast Consulting
What is Michael D. Jones's role at the current company?
Michael D. Jones's current role is Architect at GlideFast Consulting.
What is Michael D. Jones's email address?
Michael D. Jones's email address is sw****@****ail.com
What skills is Michael D. Jones known for?
Michael D. Jones has skills like Itil, Program Management, Service Delivery, Service Desk, It Service Management, Sql, Business Process, Vbscript, It Outsourcing, Javascript, Xml, Microsoft Excel.
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