Rick V. Email & Phone Number

Boise, Id, Us

Provide portfolio-level, strategic oversight for the design, development, modification, and implementation of mid- and long-term solutions within the ServiceNow platform to solve the most complex business and technical issues Make high-level design choices and recommend solutions that align architecture to strategic plans. Responsible for managing scope of work, insuring contractual deliverables and managing change orders for assigned projects. Provide customers with ServiceNow roadmaps that align with their business strategy Provide technical and architectural guidance, support and training for other team members.Summary of Qualifications Advanced experience in configuring/implementing/developing ServiceNow functionality across ServiceNow modules (cross-platform) Deep technical knowledge of ServiceNow functional areas - i.e. ITSM, ITOM, CSM, ITBM Deep knowledge of ServiceNow architecture and concepts Significant experience working with customers to gather business requirements and develop a technical solution design to meet the requirements. Significant experience leading ServiceNow engagements with multiple resources Experience working in an agile environment utilizing Story/Defect methodology including writing agile stories for ServiceNow development and testing. Experience designing business functions, processes and information flow within ServiceNow or between ServiceNow and other business systems using SOAP and REST API Advanced ability to provide guidance on programming practices and techniques to individuals and cross-functional teams Experience implementing ServiceNow upgrades and patches, knowledge of ServiceNow upgrade and patching process Experience managing ServiceNow code changes in update sets and promoting and applying update sets across instances Experience with JavaScript and expertise in ServiceNow Development and Administration techniques

Seattle, Wa, Us

Technology Infrastructure and Operations (TIO) development Lead:• ServiceNow Software Development Engineer to focus on the complete end to end user experience for consumers of data center and network automation service platform.• Development and deployment of key ITIL processes within ServiceNow, using procedural and practical knowledge of the business to guide design direction.* Focus on user interfaces and play a key role in improving user adoption and satisfaction with our internal service offerings.• Coding of custom functionality to support business processes and standard ITIL best practices.• Extensive knowledge of ServiceNow architecture, from underlying database structure to UI framework, allowing approach of challenges from multiple levels.• Schedule and plan administrative upgrades, patches, and maintenance on the ServiceNow platform while coordinating and communicating with business and support teams.• Training of technical and ITIL teams in usage of the ServiceNow Application, showing power-user shortcuts, efficiency tips, and methods to empower adoption and involvement in the tool.* Translate functional specifications into logical, component-based technical designs* Invent novel solutions to challenging technical problems* Participate in the definition and promotion of engineering best practices within the team.

Seattle, Wa, Us

• ServiceNow Administrator/Developer, Developing Service Catalog, includes hardware and software procurement and access management in ServiceNow.• Development and deployment of key ITIL processes within ServiceNow, using procedural and practical knowledge of the business to guide design direction.• Coding of custom functionality to support business processes and standard ITIL best practices.• Extensive knowledge of ServiceNow architecture, from underlying database structure to UI framework, allowing approach of challenges from multiple levels.• Daily administration ranging from Tier 2 support of technical teams to engagement of ServiceNow technicians in the event of incident impacting the service.• Schedule and plan administrative upgrades, patches, and maintenance on the ServiceNow platform while coordinating and communicating with business and support teams.• Training of technical and ITIL teams in usage of the ServiceNow Application, showing power-user shortcuts, efficiency tips, and methods to empower adoption and involvement in the tool.

• ServiceNow Administrator/Developer, Developing Service Catalog, includes hardware and software procurement and access management in ServiceNow.• Implemented Incident, Problem and Change Management modules in ServiceNow.• Development and deployment of key ITIL processes within ServiceNow, using procedural and practical knowledge of the business to guide design direction.• Work within an Agile development methodology on a team of Developers, Testers and Business Advocates to best deliver solid changes quickly that meet Stakeholder requirements.• Coding of custom functionality to support business processes and standard ITIL best practices.• Extensive knowledge of ServiceNow architecture, from underlying database structure to UI framework, allowing approach of challenges from multiple levels.• Daily administration ranging from Tier 2 support of technical teams to engagement of ServiceNow technicians in the event of incident impacting the service.• Schedule and plan administrative upgrades, patches, and maintenance on the ServiceNow platform while coordinating and communicating with business and support teams.• Training of technical and ITIL teams in usage of the ServiceNow Application, showing power-user shortcuts, efficiency tips, and methods to empower adoption and involvement in the tool.

• Coordinated Network Engineering projects with Internal and External business partners to enhance and update ORBITZ network infrastructure. Worked with Network Engineering to create new network addresses as well as SSL Certification creation and deployment.• Coordinated Major Releases with Release Management, Application Engineers, Quality Assurance, and Performance Teams in order to successfully deploy major functionality to the ORBITZ website without having site outages during the deployment.• Coordinated weekly Releases using Agile methodology where projects have multiple iterations created to deploy new functionality to the ORBITZ website.• Created Hour by Hour documentation that showed how a release should be deployed step by step. It also showed estimated and actual time of each step, as well as who is accountable to complete the step.• Coordinated the communication of any changes done to the Production website.

Orbitz Worldwide (NYSE: OWW) is a leading global online travel company that uses innovative technology to enable leisure and business travelers to research, plan and book a broad range of travel products. Orbitz Worldwide owns and operates a portfolio of consumer brands that includes Orbitz (http://www.orbitz.com), CheapTickets (http://www.cheaptickets.com), ebookers (http://www.ebookers.com), HotelClub (http://www.hotelclub.com), RatesToGo (http://www.ratestogo.com), the Away Network (http://www.away.com), and corporate travel brand Orbitz for Business (http://www.orbitzforbusiness.com).Coordinated Major Releases with Release Management, Application Engineers, Quality Assurance, and Performance Teams in order to successfully deploy major functionality to the ORBITZ website without having site outages during the deployment.

Stage7Media is a one-stop, digital media solutions provider. Stage7Media specialize in creating high quality digital media and marketing solutions. Stage7Media operates a network of digital signs designed to draw customer attention.• Prepared & delivered sales presentations to prospects & existing customers to sell new advertising programs• Explained to customers how digital signage advertising will help promote their products or services in the most effective way possible• Maintained assigned account bases while developing new accounts• Processed all correspondence and paperwork related to accounts• Delivered advertising or illustration proofs to customers for approval• Located and contacted potential clients to offer advertising services• Recommend appropriate sizes and formats for advertising, depending on medium being used, i.e., PDF/JPEG• Informed customers of available options for advertisement artwork, and provide samples

President of Waterbury IV Association

Treasurer and Board of Directors

New York, Ny, Us

• Created SLA and SOP standards within IT Operations and other departments• Improved operational visibility by developing IT Operations statistics and Product Scorecards• Manage “Ad Network”, the electronic media distribution system with 120 components in 4 states, which is serving 500+ million highly targeted ads per month• Manage Production Support teams• Manage the generation and distribution of competitive benchmarking reports 7 times a week to 5000+ hotels in 127 countries• Responsible for 99.9% uptime with 24/7 support• Responsible for all of TravelCLICK’s production applications in four major locations •Standardized production applications and system requirements for IT Operations and Software development, including user desktop images

New York, Ny, Us

Director of Production SystemsManager of Application SupportSr System Engineer - Team Lead

New York, Ny, Us

TravelCLICK, Inc. is a leading global provider of interactive distribution solutions & marketing services to independent & chain hotels worldwide. TravelCLICK also optimize inventory allocation & distribution across multiple channels including the Internet, Global Distribution Systems (GDSs), and Online Travel Agencies (OTAs).• Created SLA and SOP standards within IT Operations and other departments• Improved operational visibility by developing IT Operations statistics and Product Scorecards• Managed “Ad Network”, the electronic media distribution system with 120 components in 4 states, which is serving 500+ million highly targeted ads per month• Managed Application Support, Production Support, Production Analyst and Infrastructure teams• Managed the generation and distribution of competitive benchmarking reports 7 times a week to 5000+ hotels in 127 countries• Responsible for all of TravelCLICK’s production applications in four major locations

• Analyzed, designed and developed databases with Visual Basic • Converted and maintained BPIES accounting database to ACCPAC 4.1 for Window • Installed and configured RAS, DHCP, Proxy, and Exchange servers• Installed, upgraded, configured, performance tuned, maintained and supported Unix, Novell and Microsoft NT operating systems• Migrated and programmed Initiation DBASE to SQL 7.0 server for entire Chicago Painter Union• Performed client server architecture, database and network consultation for ISO 900 companies• Supported, monitored, and troubleshoot software problems pertaining to medical, dental, vision, disability and pension processing• Trained users on Microsoft Windows Server, SMS, Access, and Project

Chicago, Il, Us

• Assisted with server and network design, configuration, cabling, crimping and installation• Designed, installed and configured Novell 3.11, Windows NT 4.0, Unix, Apache servers• Installed and configured Cisco Routers, switches, T1 and fiber optic• Maintained and created users accounts for Windows NT, Novell, Open VMS, and Apache servers• Organized and maintained IS help desk• Provided assistance for over 1,000 student, staff, and faculty• Troubleshoot various server, networking, cabling, computer and printing problems

Deerfield, Il, Us

• Processed medication orders and prescriptions • Maintained store inventory and SIMS ordering• Helped migrate prescriptions to satellite and Internal database• Provided assistance to customers

Management Information Systems (Mis), Business Administration - Graham School Of Management

High School