Experience

Delta Air Lines

Senior ServiceNow Developer • 2022 - Present

Ensure ServiceNow is current with releases as they come out
Learn about new features that pertain to our environment
Mentored and learned from coworkers as they learn more ServiceNow
Designed stories in parts so they can be worked on by multiple people
Worked on stories to completion
Ensured SOX compliance and developer standards are met by Code Review
Reduced Code Review time by creating Instnace Scan rules
Became familiar with the HRSD Product
Updated HRSD Portal Ticket to include correct data, was missing before
Created and updated Catalog Items
Troubleshot complex scoped database view access control issues
Removed need for Incident Tasks
Desigend and implemnted new email notifications for consitency
Implemented AI Search
Led the upgrade to Vancouver
Created custom dialog for Problem to update related incidents
Secured instance by working through Healthscan findings
Modified LDAP imports to include new data

AgilitiHealth

ServiceNow Developer • 2022 - 2022

Created simple interface for entering historical activites
Evaluated XType for CICD purposes
Peer reviewed, validated, and contributed to the team by working on stories using AGILE
Created a custom dialog to enter complex usage data for devices

FICO

ServiceNow Developer • 2016 - 2022

Ensure ServiceNow is current with releases as they come out
Solve incidents as they come in for ServiceNow
Point, accept, build, and release code in 2 week sprints
Learn about new features that pertain to our environment
Reduced the time to fulfill a Certificate with Private Key from days to minutes by adding automation to generate them
Reduced the time to request hundreds of Server Decoms by allowing Operations to paste a list of Servers in a custom field and having the system create the appropriate requests
Converted CMS to Service Portal
Improved accessibility to our customer portal by enabling, and configuring translations for catalog items, custom widgets, and kb articles
Enabled the Telephony group to keep their Mobile Request form up to date per locations and networks
Added visibility to server specific configurations not available to discovery with Server Ops to gather server specific details using a factor commands
Configured and managed FiveTran and Snowflake's connections to ServiceNow giving other teams access to ServiceNows data in a form that can be reported on with a universal data lake
Mentored colleague who got access on how our team works with them to get their code changes in dev to production
Went through the process of "harding" our instance via the Instance Security Center
Built automated Rolling Refreshes of our workstations based on their assets contracts end dates
Added visibility into data integrity issues by pulling data from JAMF (mac app versions), Code42 (automated backup status), and Intune Compliance
Pulled in critical event data from Thousand Eyes for visibility of issues as they happened
Led the charge for ATF at FICO
Added visibility to Networking devices from Solarwinds via a restful integration
Automated access to Jira's Fisheye product from a Service catalog form
Added visibility to installed software for Kenna and Qualys for security
Automated access requests for Foreman with REST

Expedia

Senior Engineer II • 2014 - 2016

Played a key role in helping to define, document, and improve existing and new ServiceNow development processes with a goal of increasing quality while making the team more efficient
Determined projects scope, functional requirements and a strategy that meets our customer's needs while satisfying scalability, reliability, performance, and resource constraints
Provided extensive troubleshooting and technical expertise in identifying issues that impact service delivery
Assisted in creating many integrations with many other teams using REST, SOAP, and custom processors in ServiceNow
Was a major technical contributor to the re-launch of the Service Catalog
Added integration to Puppet and SCCM to make our CMDB represent what Discovery couldn't get to
Measured ServiceNow's performance after two unscheduled outages
Created past metrics where possible to allow better insights into previous trends
Implemented a Aggregate API which allowed other teams to get more data with less calls (before the official Aggregate API was released)

Fruition Partners

Senior Integration Consultant • 2011 - 2014

Developed integrations between the ServiceNow and various supporting software solutions. Participated in presales scoping meetings to properly scope the estimated level of effort for client's integrations
Designed and develop integrations to meet the requirements of the client and ensure that the goals, objectives, and quality of project deliverables are met
Accountable to the quality delivery of all assigned integration engagements
Participated in presales scoping meetings to help the sales team properly scope the estimated level of effort for a potential client's integration
Worked with clients to understand and meet their data conversion needs
Was the onsite and primary integrations specialist for creating a fully automated end-to-end internal cloud offering leveraging the customers CHEF implentation, ServiceNow's Service Portfolio, and CMDB
Worked to move some integrations from a previous solution to APIGEE as a middle technology with ServiceNow on the other side
Provided guidance on technical matters to both the client and internal resources alike, created a collaborative environment that maintained scope and met all the objectives set by the statements of work
Worked with project sponsors and system administrators to customize ServiceNow to work for their organizations
Researched, diagnosed, documented and resolved technical issues
Enhanced incident, request, change, and survey management
Implemented service portfolio management
Imported knowledge from RightAnswers into ServiceNow
Assisted with Orchestration configuration
Created SOAP integration to oracle database to provision access
Created a tool to import thousands of Microsoft documents with images intact in the knowledge application
Managed Mediawiki installation
Earned ITIL v3 Foundations and ServcieNow Administration certifications