Greater Phoenix Area
TENACIOUS, CREATIVE AND RESULTS-DRIVEN Developer / Analyst with ample experience leading IT initiatives supporting business strategies and objectives. Ensures the needs of businesses are well-understood and transformed into technical solutions which adhere to the strategic direction of the organization. Fulfills an organization’s information systems needs with supporting systems that drastically improve productivity and user satisfaction. Has inherent passion towards the substantial achievement of satisfying business requirements and aspires to consistently improve processes. Ability to coordinate, schedule and prioritize the activities of personnel within the scope of the project. Ability to take complex technical concepts and communicate them in equal terms which non-technical stakeholders understand. Successfully defines processes, resources, capabilities, and integration points for new solutions to be delivered. Significant experience with ITIL best practices, software development lifecycle (SDLC), content management, and company conversions of all sizes.
- Primary administrator and developer for Cherwell service management platform - Supported system re-implementation and ongoing workflow optimization - Provided operational insights during transition planning to ServiceNow
• Developed, implemented, and applied ongoing maintenance to Cherwell instance for all IT functional areas using best practices of ITIL and the SDLC (weekly releases) • Assisted System Architect and Service Desk Coordinator with development plans • Participated in weekly development sprints with twice weekly scrum meetings • Collaborated with functional teams to establish requirements and development goals, including planning for impact of changes • Provided on-hours/rotating on-call support to Cherwell service delivery issues when required • Planned, tested, and performed annual Cherwell version/platform upgrades • Conducted UX research sessions with Cherwell users • Wrote and maintained Cherwell documentation and training materials in company knowledge base • Co-chaired the Arizona Cherwell/Ivanti User Group
• Developed, implemented, and maintained multi-tenant Cherwell instance for four campus departments using best practices of ITIL and the SDLC (nightly releases) • Re-engineered Incident Management process and Dashboards to reduce SLA Breach percentage by 70% • Re-engineered Change Management, Problem Management, and Release Management processes to take place in Cherwell, replacing email chains and multiple page documents, which cut prep time by 75% • Developed custom mApps and Major/Supporting Business Objects from scratch to match needs of organization • Collaborated with functional teams to establish requirements and development goals, including planning for impact of changes • Conducted UX research sessions with Cherwell users • Coordinated migration from on-prem Cherwell instance to AWS hosted instance • Planned, tested, and performed annual Cherwell version/platform upgrades • Provided on-hours/on-call support to Cherwell and Peoplesoft service delivery issues when required • Wrote and maintained Cherwell documentation and training materials in company knowledge base • Formulated and presented Cherwell training materials in sessions for all departments • Participated in and presented at quarterly Texas Cherwell User Group meetings
• Developed, implemented, and maintained multi-tenant Cherwell instances for IT, Facilities/Office Services, Actuarial, Underwriting Operations, Marketing, Claims, and Data Maintenance (weekly releases) • Completed all Cherwell implementation without outside vendors, saving thousands in consulting fees • Ran Cherwell training sessions for all teams, as well as providing as-needed training for new hires • Participated in weekly development sprints with daily scrum meetings • Reduced the amount of time to run reports by 80%, and in addition increased First Call Resolution Rate by 30% within first year of using Cherwell • Transformed Underwriting Operations workflow from using three excel spreadsheets and a whiteboard to a single point of data in Cherwell, freeing two FTEs from all day data retrieval and archiving • Reduced Data Maintenance Backlog from 1200 tickets to 500 tickets three months after Cherwell queues were conceptualized • Participated in and presented at quarterly Arizona Cherwell User Group meetings • Presented an in-depth Cherwell multi-tenancy workflow walkthrough at the Cherwell Global Conference to 500+ conference attendees • Developed and maintained Dynatrace configuration
♦ Actively participated in company-wide paperless initiative through prepping, scanning, digitally archiving and shredding thousands of company files previously kept in storage. ♦ Worked with the system administrator with server/workstation monitoring and maintenance. ♦ Maintained, inventoried and organized the server room, ensuring increased efficiency and continued productivity to staff members.