Omar R. Email & Phone Number

• Deeply understand customer business strategies, challenges and IT landscape. Possess the ability to deliver business value by aligning ServiceNow solutions to address the customer’s short and long-term support needs• Coordinate internal resources, including technical and customer support, professional services and management to meet account performance objectives and customers’ expectations• Ability to build credibility through action and responsiveness resulting in the perception that no matter what the issue, you are the customer’s go to champion within ServiceNow• Participate in regularly scheduled conference calls and onsite meetings to ensure the continual flow of information with timely updates on all open issues and on-going projects• Facilitate weekly summary status reports; quarterly services reviews and detailed review of root cause analysis findings when applicable• Manage, document and report on performance against service level agreements (SLA's) and where SLA's are not being met document and oversee an action plan that will result in meeting and exceeding those commitments routinely• Review open incidents, problems and enhancement requests communicating proper priority and direction to responsible ServiceNow teams to ensure a timely customer satisfying result• Act as an escalation point and advocate for critical customer issues.• Understand and explain ServiceNow application, features and benefits as it relates to customer needs• Manage special projects as assigned by management to meet customer and cross-functional team needs

• Provided technical and managerial leadership overseeing teams of consultants• Oversaw accurate and timely communications to ensure team alignment during incident response and change/release execution• Provided integrated management and coordination of various IT processes, including Change, Release and Problem Management processes• Utilized technical environment knowledge to assure services and components are designed and delivered to meet their availability targets• Facilitated bridging the gaps between delivery teams and drive rapid recovery during incidents• Provided a holistic view of the environment and make recommendations to improve overall service• Participated in system or application triage with support teams and / or vendors as necessary• Documented incident root cause and communicated to stakeholders• Monitored and reports on SLA adherence and team performance to published metrics• Monitored and reports on infrastructure trends and uptime metrics• Directly managed multiple service integrations and process improvement projects that resulted in a net revenue gain for the company• Implemented process changes to help align technical teams with senior leadership’s goals and expectations

Vienna, Virginia, United States

• Performed Smart Hands request on enterprise-level networking equipment (Cisco/EMC/Dell/HP)• Designed SOPs and documentation in accordance with multiple compliance standards (HIPPA, SOC2, FEDRAMP, SSAE18)• Managed Nexus 1k, 5k, and 7k systems as well as multiple Cisco Catalyst switches• Responsible for Incident escalation for multiple datacenters across the East Coast as well as the submission of proficient timelines dictating all actions performed within company parameters • Experience with F5 enterprise equipment• Designed multiple team schedules for 24-hour coverage to comply with contractual obligations to our customers while prioritizing peak hours to ensure an above-average mean time to repair• Managed audit and inventory projects with tight deadlines and various parameters

Vienna, Va

• Provided incident management for over 80 different customers, including Coca-Cola, IBM, Veyance, Shred-it, Toyota and FCC• Received multiple merit awards along with the Dell Bronze Award for Excellence for my involvement in multiple critical incidents• Tasked with maintaining compliance levels for multiple government SLAs and documentation• Windows Administration, Configuration and Management• Coordinated and managed incident bridges with multiple team members• Assisted in deployments of multiple service desks domestically and internationally• Managed patching and resource management of multiple VMs, both on federal cloud and private environments

Washington D.C. Metro Area

• Provided on-site technical support with both network and client-based issues• Admin-level access to Active Directory, Remedy ticketing system and RSA Security Console• Experience with Blackberries and BES servers for both legacy and cloud service• Experience with Microsoft Exchange Server 2010 and 2013• Planned multiple project tickets throughout the OASAM agencies to reach requested SLAs• Migrated users to Microsoft Cloud-based servers (Office 365)• Conducted over-the-phone and deskside support• Coordinated Help Desk transition from a 12-hour to a 24-hour help desk over the course of a week• Experience working remotely and off-site via RDP and MSRA• Handled enterprise server components such as NAS arrays, server blades, routers and switches

Rockville, Maryland, United States

• Responsible for coordinating teams in small to mid-size projects for the expansion of network infrastructure with network printers, computers and VoIP Cisco phones • Assisted in training new employees in the structure of the ticket creation process • Received multiple awards and recognition from various customers for outstanding performance and demonstration of expertise

Rockville, Maryland, United States

• Required understanding of preventative maintenance and knowledge of proper network and machine maintenance• Maintained multiple operating systems, such as XP, Vista, 7, 8 and OS X• Strong client-facing, communication and interpersonal skills, and a keen ability to multi-task under pressure• Custom-built multiple computers per requested specifications• Provided solutions to network-related issues, such as outages, performance and data security

Gaithersburg Md

• Designed website, logo and multiple graphics in Photoshop and Illustrator• Hired subcontractors to assist with adding elements to website, such as credit card merchants, social media plugins, and advertisement-related elements for exposure• Wrote contracts for multiple sub-contractors• Conceived effective ticketing system to handle numerous submissions