Joseph Hicks Email & Phone Number

Grapevine, Tx, Us

Norcross, Georgia, Us

• Responsible for administration, requirement gathering, testing, and implementation of new enhancements within the ServiceNow environment• Managed a domain separated (500 domains) on an MSP environment• Managing day to day ServiceNow operations including supervision of offshore resources, scripting, configuring, and enhancing ServiceNow• Served as ServiceNow Subject Matter Expert (SME)• Currently utilizing IT Service management (Incident, Change, Problem, Service Catalog), Configuration Management, Service Portal, Service Catalog, NotifyNow, Knowledge Management, IT Business Management• Established a Platform as a Service (PaaS) offering• Established Cisco OEM Asset Intelligence offering• Developed integrations including Active Directory, FedEx, UPS, OpsRamp, Salesforce, Great Plains, 3CLogic, Remedy and ServiceNow for many MSP customers

Dallas, Texas, Us

* Responsible for administration, requirement gathering, testing, and implementation of new enhancements within the ServiceNow environment* Managing day to day ServiceNow operations including supervision of offshore resources, scripting, configuring, and enhancing ServiceNow* Serving as ServiceNow Subject Matter Expert (SME)* Maintaining vendor relationships with ServiceNow vendors* Providing administration and configuration management within ServiceNow* Utilizing Incident, Change, Problem, Discovery, Request Management and Performance Analytics

Chicago, Il, Us

**Responsible for administration, requirement gathering, testing, and implementation of ServiceNow**Managing day to day operations including scripting, configuration, and enhancement**Serving as ServiceNow Subject Matter Expert (SME)**Maintaining vendor relationships with ServiceNow vendors**Providing administration and configuration management**Currently enhancing Incident, Change, Problem, Discovery and Request Management

Dallas-Fort Worth, Texas, Us

**Developed Project Management application within ServiceNow as a proof of value, ensuring that the application fit the needs of the business**Prepared business facing and internal deliverables, such as issues/risk register and weekly status reports**Developed recommendations, code enhancements and support in implementation of improvement based on various stages of the ITIL lifecycle**Kept abreast of industry developments and trends to aid in ensuring alignment with industry standard practices**Designed workflow for various Service Catalog requests

Dallas, Tx, Us

**Designed and implemented Service-Now for a Fortune 500 company **Implemented Incident, Change Management, and Service Catalog applications**Designed workflow currently being utilized by change management and service catalog applications**Implemented transform maps for various Service-Now functions including the LDAP transport which currently processes over 70,000 user records spanning 13 different domains**Designed and implemented various UI actions, including a “Status Check” button allowing for Service Desk personnel to request status updates on existing incidents. Workflow and e-mail notifications are also tied to this UI Action.**Performed UAT prior to all update sets being pushed into production**Implemented various ACL’s allowing for multiple role-based security views**Designed workflow for change and service catalog applications

Dallas, Tx, Us

**Responsible for hiring, training, and daily supervision of 41 employees**Maintained a highly efficient Service Desk with average statistics of 25-second average speed of answer on an average of 900 calls per day while maintaining an 80% first call resolution rate**Managed IT support teams including the Global Service Desk, User Account Administrators, and Situation Management Team**Managed IT Operations functions including incident management, incident escalation, and problem management **Responsible for the customization and global rollout of critical IT support tools, including Service-Now (ITSM Suite providing incident and change management) as well as the implementation of LogMeIn Rescue (Remote Support tool)**Administered Global Service Desk and Account Administrators budgets**Established goals and performance objects in alignment with the goals of lines of business**Implemented and maintained IT metrics and internal service-level agreements**Met regularly with lines of business leaders to address support issues and concerns**Developed and maintained a SharePoint-based knowledge-base

Dallas, Tx, Us

**Provided first level technical support for Trammell Crow/CB Richard Ellis employees including remote access, e-mail/exchange, Microsoft Office products, network issues, mainframe applications, and software installation and removal**Acted as a liaison between the end-user, numerous field-support and developer groups, and vendors**Interfaced with Dell, IBM, and HP in hardware problem resolution

Education record

Education record