William Carper Email & Phone Number

United States

Perform system upgrades, negotiate and coordinate dates with multiple users at multiple campuses. Evaluate customizations (current and future), determining what is to be modified or eliminated. Create UAT for post- implementation of new modules and post-upgrade testing.Decreased turnaround of ServiceNow upgrades 50% by tapping an under- utilized resource for forecasting business impact from upgrade.Produced training videos and knowledge articles on most commonly demoed… Show more Perform system upgrades, negotiate and coordinate dates with multiple users at multiple campuses. Evaluate customizations (current and future), determining what is to be modified or eliminated. Create UAT for post- implementation of new modules and post-upgrade testing.Decreased turnaround of ServiceNow upgrades 50% by tapping an under- utilized resource for forecasting business impact from upgrade.Produced training videos and knowledge articles on most commonly demoed ServiceNow features on introductory topics and provided greater in-depth / specialized training as a follow up.Increased efficiency by upgrading ServiceNow Agile / Scrum module to latest version and removed previous customizations.Improved visibility of hours per project by partnering with Project Team to launch ServiceNow worker portal and enhancing ServiceNow Project Management.Upgraded lifecycle tracking by migrating Operations team from spreadsheet-based asset tracking and DataComm team from Passport software to ServiceNow Asset Management.Migrated UNT Health and Science Center to ServiceNow from Solar Winds Service Desk. Moved groups / support structure, rebuilt SLAs, and provided training to both IT staff and end user base.Enhanced end-user experience by implementing ServiceNow Connect Support application for customer facing chat support.Implemented Major Incident application for ServiceNow to enhance existing Incident Management use.Enhanced ServiceNow inbound email behavior through ServiceNow Flow Designer, allowing tickets to be created and automatically assigned to specific teams based on “to” and “from” addresses, or through the use of keywords in subject line.Strengthened data privacy by creating Access Controls (ACL) and Business Rules to prevent teams from seeing assets not assigned to their group.Addressed changing business needs by updating content and modifying behavior of ServiceNow email notifications from platform. Show less

Gained rich experience in working with people of various languages and technology skill levels, helping them solve problems with their devices in both domestic and global use environments. Developed communication skills to reach a diverse audience with tailored troubleshooting and system solutions.