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Evergreen Systems - Senior Consultant Resume Example

Dcyle Gwruibmoh
XX XXXXXXXX XXXXX, Crossroads , TX 76227 XX XXXXXXXX XXXXX, 76227, Crossroads TX | XXXXXXXXXXXX | XXXXXXXXXXXXXXXXXXXXXXXXXX
Professional Summary

Eighteen plus years of experience as Senior Consultant responsible for delivery of Service
and Asset Management Solutions utilizing the ServiceNow, HP IT ServiceCenter/Manager
and AssetCenter / Manager applications. Focus in Product Implementation,
Product Deployment, Product Development, Product Support, Process Engineering and Process
Re-Engineering. Expertise in ServiceNow, Service Manager, Asset Manager and
Connect-It products, with good communication and analytical skills to bridge the gap between business requirements, business users and technical implementation.

Skill Set Summary
  • ServiceNow Certified Implementation Specialist
  • ServiceNow Certified System Administrator
  • Complex Problem Solving
  • Programming: Basic, Java, JScript, CSS, XHTML and XML
  • Operations Analysis and Business Process Consulting
  • Quality Control, Functional and User Acceptance Testing
  • Business Process and Technology Design
Professional Experience
Senior Consultant 11/2000 to 01/2015
Evergreen Systems Sterling, VA
  • Senior Consultant on St. Charles County implementation of ServiceNow as replacement for current ITSM system.  Responsible for leading the design and implementation of the solution developed during solution requirements workshops.  Implemented Incident, Problem, Configuration, Project Management, Time cards, Knowledge and limited Request management with limited Service Catalog.  Configured LDAP integration for data loads of user data, worked with client to implement ADFS for single sign on.  Adjusted forms and views to align with customer requirements, configured business rules to meet design requirements. Created custom SLA workflow to meet the client's escalation and notification requirements. Adjusted notification subject and message content for the standard incident notifications to align with customer specific messaging.  Adjusted roles and security roles to align with the roles and responsibilities identified by the client.  Developed test scenarios for unit, process, function, integration and acceptance testing.  Preformed initial QA testing in development environment prior to implementation is test environment. Worked with client in development of process driven use cases for use in Unit acceptance testing to ensure developed processes and custom code function as documented in Technical solution documents.
  • Senior Consultant on Sterling Jewelers implementation of ServiceNow to support the retail stores throughout the company.  Migration of the POS & Telcom Help Desk's processes and support structure from the Remedy ARS ticketing system and the Access database over to ServiceNow in such a way as to improve the level of service that is provided to the stores. Performed functional testing of system applications, updates and enhancements.
  • Senior Consultant on Source Direct requirements and technical design workshops for implementation of ServiceNow.  The goal of this engagement was to define and document Source Direct requirements for implementing an IT Service and Asset Management solution to meet both Source Direct's customer facing and internal requirements.  Output of this engagement produced ServiceNow product and application recommendations to be implemented to meet requirements.
  • Bank of Tokyo – Assisted with the implementation of HP Asset Management. Also implemented Business Objects as part of the engagement and created custom dashboards, wizards, and reports. l  Senior Consultant on Toshiba implementation of ServiceNow with experience in Service catalog, Change Management workflows, business rules and java script development. l  Assisted with the on-going development of the HP Service Manager and HP Asset Manager solutions at the US Senate. Lead consultant on the upgrade of Asset Manager, including the design and implementation of business rules, custom wizards and Business Object reports. l  Senior Consultant on Selective Insurance project to implement HP Universal Discovery (UD) 10.x to migrate their existing DDMI.  Completed installation and configuration of Universal Discovery, Configuration Manager and uCMDB browser.  Set up service accounts and various credentials needed for agentless probes required to discover the environment. Ran discovery probes to discover the basic information about servers and network devices. Created new views and mapping of discovered data. Setup users and roles to match the use case requirements of Selective Insurance. l  Senior Consultant for Asset Manager 9.x in support of US Foods project. Developed integration into SM from active directory export to create and update Employee and Contractor data within SM.  Developed integration from SM to AM to keep Employee and Department information in sync. Initial implementation of Asset Manager 9.x to support asset management across multiple organizations across US Foods.  Developed new wizards and scripts to meet client requirements for transfer of assets between division and issue/return assets to employees.  Created wizards to create new assets and receive assets from external orders and receiving slip.  Developed Connect-It integration to active directory to create and update employees and departments. Developed import scripts to move asset data from external sources into Asset Manager.  Documented and executed process driven Use cases and underlying Test cases used to verify that processes and tools executed as defined in the Process and Technical Solution Design documents. l  Senior Consultant for Asset Manager 9.x in support of IEEE project. Completed initial implementation of Asset Manager 9.x with integration to HP DDMI.  Created integration with Service Manager to create Asset request from Asset manager within Service manager. Implemented Contracts module to meet client requirements to move lease contract maintenance from multiple spreadsheets and databases to single source.  Created workflows for lease refresh process to allow for multiple layers of approval and tasks for asset replacement during lease refresh process. Created integration with DDMI to update asset data within Asset Manager.  Developed new wizards and scripts to meet client requirements for requesting new leased assets and receiving assets. l  Senior Consultant for HP DMA in support of the Amgen project.  Responsible for implementation of the HP DMA solution to support Oracle and MS SQL Server database provisioning and patching.  Developed initial Solution design, content development and testing associated with Oracle and MS SQL Server databases. l  Senior Consultant for Asset Manager 9.x in support of Thermofisher project. Completed initial implementation of Asset Manager 9.x with integration to ITCM l  Senior Consultant for Asset Manager 5.x - subcontractor for HP professional services in support of the EDD project. Created scenario to copy supporting data from Asset Manager to Service Manager. Created scenario to push asset data from AM into SM CI's and developed scenario to create expense lines in AM whenever an interaction, incident or change is created with an associated CI in Service manager. Implemented Asset Manager to replace the Remedy asset tracking system. Responsible for development of several wizards, scripts and workflows within AM to support customer requirements. Created Connect-It scenarios to bring base asset data from Remedy, created integration to import SMS/SCCM hardware and software with reconciliation engine of AM to verify software models. l  Senior Consultant for AssetCenter v4.4 Implementation for Defense Logistics Agency.  Responsible for the implementation of AssetCenter 4.4 for Portfolio Management and Procurement. Gathered customer requirements, conducted implementation planning workshops and configured the base application for the Portfolio Management, Procurement and Contracts. Designed and developed workflows, scripts and wizard actions for Procurement, Contract and Portfolio management.  Imported existing asset data and software license information from existing systems. Implemented Peregrine Network Discovery, Peregrine Desktop Inventory and Connect.It applications at 10 DLA sites and integrating asset data from all sites into a central AssetCenter repository l  Senior Consultant for Connect-It 9.x in support of BCBS of Michigan.  Developed integration between SCCM and Asset Manager to create and update attestation data within Asset Manager. Designed error control and validity checks within the scenario to ensure data validity and provide summary of invalid data.  Created custom screens and workflows to display and sync current asset data with attestation data. l  Senior Consultant for Service Manager (2008-2010) – subcontractor for HP professional service in support of the DISA project. Implemented new Service Manager Service Catalog connector to create Configuration Items after a Request/Interaction has completed the approval process.  Created several custom wizards to support the service catalog generic CI information.  Created JScript to retrieve and calculate base price and update CI with custom product and support cost. Created JScript to update related CI's from the change record.  Created email notifications during different change phases to trigger based on input of different data.  Created wizard for entering orders within system.  Modified fields to set default values based on input of data into different fields within the change tasks.  Created catalog items with user selection fields to be required when ordering items from catalog.  Modified screens and database with additional fields to meet client functional requirements. Added code to the change request to populate change fields with data from the Interaction.  Created functionality to ensure modifications to fields normally updated from the Interaction or Change record are made at the CI line level, the CI data will be pushed back to the Incident and Change associated CI record.  Created Crystal reports to report on CI information, Catalog data and Order summary. l  Created over 25 different reports for Payless Shoe Source using Crystal reporting tool.  Primary reports where to display the resolution times with mean and average time to resolution. l  Senior Consultant for Asset Manager 5.22 – subcontractor for HP professional services in support of the Rockwell project. Implemented integration between Altiris to Asset Manager to capture Altiris scanned desktop and laptop computer within Asset Manger.  Implemented the Asset Manger / Service Manager Employee Self Service for requesting computer.  Developed new wizards and scripts to meet client requirements for managing request and orders within Asset Manager.  Developed Connect-It integrations in support of the Employee Self Service, create/update Configuration Items (CI's) within Service Manager, Altiris and Employee data. l  Senior Consultant for Asset Manager 5.1x in support of the Honeywell project.  Designed and developed workflows, scripts and wizard actions for custom software procurement functionality.  Provide automated process for notifying Service desk that a software license has been assigned and needs to be installed.  Created custom wizard for requesting software licenses from available license's from the software stock rooms. Developed automated process to notify approvers a request has been awaiting approval and requires action l  Senior Consultant for Asset Manger 5.x – subcontractor for HP profession services in support of the ATEC project.  Responsible for creating several wizards to implement ATEC order, Portfolio item receipt, delivery coordination, and stock management, installation of portfolio items, OTC event billing and item disposal process.   l  Senior Consultant designed and implemented unique software license management process in AssetCenter v4.x for Anadarko.  Implemented integration between Anadarko's discovery tool (Marimba) and AssetCenter for software installs. Implemented wizards within AssetCenter to simplify the processes of retiring assets, changing location of groups of people and their assets from master listing and creating extracts of data for use with hand scanners. l  Consultant working with other team members on the migration from ServiceCenter 5.x to ServiceCenter 6.x.  Was responsible for creating new custom screens for Incident reporting for three different groups. l  Senior Consultant for AssetCenter v4.x for Aetna, developing wizards and scripts to meet custom requirements.  Created wizards to implement custom processes for Asset Group Maintenance, Create Placeholder Assets and Retirement Process.  Create ConnectIt scenario to process data from procurement system into AssetCenter to create or update currents assets or placeholder assets. l  Senior Consultant for AssetCenter v4.x, subcontractor for HP-Peregrine in support of the EDS contract to provide customizations to AssetCenter v4.x. Provided consulting support and development for workflows, scripts, wizards and actions within AssetCenter v4.x for EDS's custom AssetCenter software. Customizations for EDS.  Designed and developed workflows, scripts and wizard actions for custom procurement functionality.  l  Senior Consultant for AssetCenter v4.3 Implementation for Duke Energy Field Serivces.  Responsible for the implementation of AssetCenter 4.3 for software compliance. Gathered customer requirements, conducted implementation planning workshops and configured the base application for the Portfolio Management and Financials. Designed and developed workflows, scripts and wizard actions for custom software maintenance module.  Imported existing asset data and software license information from existing systems. Implemented Peregrine Desktop Inventory to gather asset hardware and software information. Conducted training session for the Procurement module. l  Senior Consultant for AssetCenter v4.3 Implementation for Latham & Watkins LLP.  Responsible for the implementation of AssetCenter 4.3. Gathered customer requirements, conducted implementation planning workshops and configured the base application for the Portfolio Management, Procurement and Financials. Designed and developed custom solution to expand the fixed asset module of AssetCenter to provide full financial management of Fixed Assets within AssetCenter. Designed and developed workflows, scripts and wizard actions for custom financial module.  Imported existing asset data, catalog information and expenses from existing systems. Conducted training session for the Procurement module. l  Senior Systems Consultant and Technical Lead for Asset Management Implementation for Amsouth, Atlanta, GA.  Technical Lead for Asset Management Implementation using AssetCenter 4.1.1, ConnectIt 3.1, Get.Resources 2.5 and Inventory Configuration Module for ServiceCenter.  Integrated AssetCenter with ServiceCenter via ConnectIt tool.  Other integrations include Lotus Notes Email system and Microsoft SQL Server 2000 backend database.  Main tasks included system development, requirements gathering, knowledge transfer and training.  Created Features, Workflows, Wizards, Views, Queries and Notifications to be utilized by the system and the users of the system. l  Senior Consultant for AssetCenter / Connect.It / ServiceCenter for City and County of San Francisco, San Francisco, CA.  Configured several Connect.It scenarios for transmission of data from/to AssetCenter from/to ServiceCenter.  Built schedules, scheduled and tested all scenarios configured. Customization of AssetCenter Asset Management module. Design of workflows, messaging, script and wizard actions Senior Consultant for AssetCenter Implementation at PepsiCo, Dallas, TX. Responsibilities included implementing and customizing AssetCenter and identifying requirements and customer needs to develop SOW and project plans. Configured several Connect.It scenarios for transmission of data from IDD (fsf files) and text files into AssetCenter Database.
Account Manager 01/1997 to 11/2000
Evergreen Systems Sterling, VA
  • Manage team of ten programmers in developing customized support center solutions from technical design through code delivery.
  • Manage staff, preparing work schedules and assigning specific duties.
  • Develop, document and revise system design procedures, test procedures, and quality standards.
  • Provide staff and users with assistance solving computer related problems, such as malfunctions and program problems.
Systems Analyst 03/1996 to 01/1997
GMSI Bethesda, MD
  • Test, maintain, and monitor computer programs and systems, including coordinating the installation of computer programs and systems.
  • Develop, document and revise system design procedures, test procedures, and quality standards.
  • Provide staff and users with assistance solving computer related problems, such as malfunctions and program problems.
  • Review and analyze computer printouts and performance indicators to locate code problems, and correct errors by correcting codes.
  • Use object-oriented programming languages, as well as client and server applications development processes and multimedia and Internet technology.
  • Confer with clients regarding the nature of the information processing or computation needs a computer program is to address.
  • Train staff and users to work with computer systems and programs.
Air Traffic Controller 04/1972 to 09/1992
United States AirForce
  • Chief Controller Control Tower
  • Managed 20 Air Traffic Controllers
  • Terminal Instrument Procedures
  • Monitor or direct the movement of aircraft within an assigned air space or on the ground at airports to minimize delays and maximize safety.
  • Monitor aircraft within a specific airspace, using radar, computer equipment, or visual references.
  • Review records or reports for clarity and completeness and maintain records or reports as required under federal law.
Education
Associate of Science: Air Traffic Control Community College of the Air Force Louisiana State University: Courses in computer science and physics.

University of Maryland: Courses in computer science.

Embry-Riddle Aeronautical University: Courses in physics.
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Resume Details

This is a real resume for a Senior Consultant in Crossroads , Texas with experience working for such companies as Evergreen Systems, Gmsi, United States Airforce. This is one of the hundreds of Senior Consultant resumes available on our site for free. Use these resumes as templates to get help creating the best Senior Consultant resume.

Previous Companies:

  • Evergreen Systems
  • GMSI
  • United States AirForce

Previous Job Positions:

  • Senior Consultant
  • Account Manager
  • Systems Analyst
  • Air Traffic Controller

Schools:

  • Community College of the Air Force

Level of Education:

  • Associate of Science

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