Michael Procopio Email & Phone Number

Asbury Park, Nj, Us

Design, develop, test, implement, and support business applications within multiple client ServiceNow instances. Broad platform experience including ITSM, CSM, Financial Services Operations (FSO), Domain Separation, Service Portal, Agent Workspace, Configurable Workspace, and Advanced Work Assignment. Run workshops and document client requirements in stories for implementation.

Designed, developed, tested, implemented, and supported business applications within Seton Hall’s ServiceNow platform to support specific business needs. Customized Incident, Change, Request, Asset Management, and other ServiceNow applications and processes.• Created process to allow graduating student to complete and sign their laptop Transfer of Ownership forms in ServiceNow. Saved Seton Hall’s Asset Management department 100+ man hours annually by eliminating the existing paper process.• Spearheaded project to create a self-service Service Portal for the campus community. Directed and guided other developers in creating CSS and widgets within the ServiceNow platform. Developed widgets to show users all their incident & request tickets grouped together.• Modified and enhanced Service Portal form to request hardware & services from Seton Hall’s Media Services Department. Enhancements resulted in reduced need for manual intervention when processing tickets.• Configured ServiceNow to use SAML 2.0 single sign-on through Seton Hall’s Okta SSO. • Created and implemented process to automatically create request tickets for all emails sent to the Service Desk mailbox. Allowed Service Desk to more quickly triage and close tickets.• Managed upgrades of Seton Hall’s ServiceNow platform from Helsinki to Kingston, Kingston to London, and London to New York.

Develop features for Seton Hall’s university portal (Luminis), learning management system (Blackboard), and student information system (Banner) using Java, JSP, PL/SQL, and XSLT. Provide technical support for multiple university systems.• Managed upgrade of Luminis portal to newest version for improved integration with newest version of Banner and integration into new university network architecture. Improved system performance, stability and security; added new features for integration with Banner.• Developed Liferay / JSR 286 portlet to allow students to manage their Financial Educational Rights and Privacy Act (FERPA) permissions through the portal. Resulted in university records being up to date with student needs.• Led conversion and upgrade of university reservations system from DB2 to Oracle. Improved system performance & stability and added new features for integration with student information system.• Developed and implemented Blackboard module using JSP & jQuery to display courses grouped by semester for use within Luminis portal. Allowed users to access their course information, including announcements, through Luminis portal. • Installed & configured additional portal web tier software for move to parallel deployment environment. University portal successfully launched in parallel deployment environment with no system slowdowns due to server overloading. • Developed standalone tomcat application to allow faculty members to view student photos in class rosters. Enabled faculty to better identify & connect with students at the beginning of a new term. • Modified and enhanced online pay stub using PL/SQL to display year-to-date payroll deductions. Permitted university employees to see detailed information on benefits, including employer contributions to benefits.

Developed features for AT&T's Integrated Common Operations, Resources and Engineering database system. Modified user interface, database access methods and network configuration libraries using ESQL/C, C and Java.• Wrote new Java-based interface for querying and displaying private virtual circuit real-time counters. Improved system response time and simplified process for displaying new connection counters.• Member of team that expanded existing domestic IP-enabled frame relay service to all global partner networks. Resulted in five new international major corporate customers within 3 months of release.• Implemented new global addressing process used to connect frame relay mode to ATM mode. Enabled customers to configure all remote locations identically while reducing time required to create multiple connections.• Developed and implemented enhancements that supported private virtual circuit (PVC) configuration through the web-based Connection Management System. Resulted in new and enhanced network services for corporate customers.• Developed and implemented new process to automate Ethernet access to AT&T services. Resulted in higher order volume capacity and increased data accuracy.• Modified configuration libraries using C and ESQL/C to support engineering rules for new connection types. Resulted in new data services and enhanced connection options for customers.

Lead GUI developer for four sub-systems of a large Client/Server system. Designed and modified Windows graphical user interface using Microsoft Visual C++. Supported end users by providing timely solutions to identified issues. Coached and mentored new developers.• Led conversion of GUI modules from proprietary software to Microsoft Visual C++. Led to retention of existing system and inter-system functionality and simplified subsequent development efforts.• Created GUI for new ordering sub-system, resulting in savings of $1.2 million previously being paid to vendor.• Saved business unit $5 million by automating the process by which repair staff was dispatched to repair or install telecommunications equipment or systems.

Wholly responsible for development & maintenance of three internal systems. Interfaced with user representatives to obtain change requirements. Provided time/cost estimates and impact analysis of possible system enhancements. Designed, coded, tested and implemented system enhancements using Informix-4GL, Informix-SQL, UNIX, and C.• Enhanced business unit Order Processing Center’s catalog ordering system to print orders in multiple remote locations due to relocation of staff and delayed implementation of replacement system.• Developed a process to allow Order Processing Center catalog ordering system redirect failed e-mail and fax notification letters to alternate addresses.• Simplified Order Processing Center system’s method of sending print requests to the print spooler. Reduced system modification time by 90% when new print spoolers were added.• Converted system code and database for the Systems Information Management System to the newest version of the system software.• Created separate development environment for the Standards Information Management System. Improved system quality by allowing for more thorough testing prior to deployment.