Candidates About

 

Karl Ewell

SUMMARY

 

·         Over 15 years of ITSM Industry Experience including Development & Administration

·         Completed end to end migrations with various IT Service Management Applications

·         Technical implementations of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Knowledge Management, Discovery, Integrations

·         Experienced in Developing and Configuring NEW Applications utilizing AGILE & SCRUM Methodologies

·         Worked extensively in ITSM systems, such as HP ServiceManager, ServiceNow and BMC Remedy

·         Managed multiple and complex projects including Enhancements & New projects

·         Experience working with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control Lists

·         Provided expert-level support and technical mentoring assist customers with proof-of-concept activities which includes modular methods and processes

·         Worked with transform maps, data sources, different transform scripts for data loads and management

·         Experience in SaaS software configuration and development using Web Services and Simple Object Access Protocol, XML/RPC, and AJAX

·         Expertise in working with various servers like Apache Tomcat, Websphere and BEA Weblogic

·         Extensive experience in Software Development Life Cycle (SDLC) Requirements Specification, Design documents and writing Test cases using various software engineering process

·         Experience using Oracle 8i/9i/10g, SQL Server 2005 and MySQL databases writing complex SQL queries

·         Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning.

·         Possess excellent communication, project management, documentation and interpersonal skills.

 

 

 

 

Specialties

 

     

·         ITSM, ServiceNow, HPServiceManager, BMC Remedy, HP AssetManager, ITIL

·         WebServices,  SCAuto, JavaScript, UCMDB, Connect-IT

·         Integration points merging Manufacturing Asset Data, Processes, Workflows, SLA’s and Notifications

·         Oracle 8i/9i/10g, SQL Server 2005 various proprietary DB’s

·         VB, RAD, XML, XSLT, CSS, Web Services (SOAP, UDDI, WSDL)

·         JavaScript, HTML5 with CSS, UML, DHTML, XHTML, JavaScript, jQuery, Dojo,

·         ExtJS, CSS, AJAX, JSP

·         Application and Web Servers: Weblogic Application Server 8.x and 10.x,

·         Websphere Application Server 5.x, Jboss, Apache Tomcat Frameworks/IDE/Tools.

·         Operating Systems: Windows NT/XP/7, Mac OS (Snow Leopard), Unix and Linux.J2EE Standards

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Experience

     

Sept 2010 – 2017              BlueShield of California                  San Francisco Ca.

Service Now Developer-Admin / Implementation Team

·         Completed Blueshield of Ca data migration from HPSM ver 7 to ServiceNow version Dublin

·         Designed and delivered technical methodologies around the ServiceNow platform with development, implementation, and administration

·         Worked with clients to assess current state processes/tools, defined requirements, developed, configured, tested, re-configured various production defects.

·         Created various front end forms, dashboards and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros using XML, HTML, JavaScript & PHP.

·         Designed Workflows and created standard Workflow templates for flexibility and reusability.

·         Developed complete life cycle to implement the custom Clinical Coding Support Application Module (not out of the box) integration within ServiceNow.

·         Worked as a point of contact attaining inbound/outbound requirements document, design and implementation with complete end-to-end testing.

·         Developed complete life cycle to implement the custom Payment Logic Application Module (not out of the box) integration within ServiceNow.

·         Work with management, IT Managers, Project managers & Users to gather requirements & plan and design IT solutions.

·         Completed system Integration points along with event generation using Web Services.

·         Monitored & evaluated the systems operability and performance metrics.

·         Worked with Apache Jelly to create various kinds of UI pages and Macro templates.

·         Actively participated in system upgrades to Eureka & Fugi releases

·         Developed, Enhanced and Administered all modules of Service Now.

·         Worked on Knowledge Management, publishing existing large number of Knowledge Transfer documents, modifying out of the box workflow. Made several documents for self training, look up Knowledge Transfer, procedures, work instructions and SOP.

·         Involved in rolling out discovery within organization in phases. Discovery data to CI and updated existing CIs. Customizing out of the box sensor scripts to skip insert, update with and specific requirements. Created multiple probes, sensors and limited current classifications to a few.

• Define workflows for access fulfillment to maximize efficiency of ServiceNow fulfillment.

·           Standardized support communication process to improve transparency of support changes.

·         Work with KM process to ensure the KE/Defects for applications are a knowledge article ticket to PM tickets that users and reference and search for when submitted future incidents.

·         Identified existing Request Catalog Items: User inputs, Fulfillment Teams, Service Owner(s)

·         Provided analysis of the data to determine catalog items that can be combined in ServiceNow

 

HP Service Manager Developer / Team Lead

§  Integrated with external applications utilizing Web Services, SCAuto and Connect IT

§  Created Java scripts to populate data in various tables for more accurate reporting

§  Enhanced the Service Catalog & Request workflows

§  Developed new Request Tasks module to integrate with Request Module and line items

§  Deployed: Problem Management/Known Error module & workflows

§  Created interface to receive www.blueshield.com emailed submittals to Service Manager

 

 

 

 

 

 

Experience

April 2010 – August 2010              Hewlett Packard Inc.                  San Diego Ca.

HP Service Manager Developer – Solutions & Defects Team

§  Developed base code on Service Manager version 9.x release

§  Reviewed defects on Service Manager version 9.x release

§  Designed and re-designed forms for Service Manager version 9.x web client

§  Revised RAD and Change Management security features for future 9.3 release

§  Testing Integrated solutions for Service Manager version 9.x

April 2009 – April 2010              Cedar-Sinai Medical Center                  Los Angeles Ca.

HP Service Manager Developer / Team Lead

§  Implemented Service Manager 7.10 (replaced Remedy)

§  Deployed: Service Desk, Incident, Problem, Configuration & Knowledge Management

§  Deployed: Self Service Ticketing (ESS) for service request.

§  Integrated SM w/ cud, PPM, Oracle Enterprise Management & Spectrum monitoring.

§  Integrated SM w/ Active Directory, LDAP.

§  Utilized SCAUTO Legacy app for emailed auto generated incidents.

§  Led design workshops, requirements and JAD sessions.

§  Upgraded to Service Manager ver. 7.11

Aug 2008 – Feb 2009                ecrmPeople/Intact Tech                       Landover MD.

HP Service Manager Consultant

§  ServiceManager version 7 conversion from SC5.x

§  Connect-IT upgrade from version 3.6 to 3.9

§  Implemented All SM7 modules

§  Setup web client deploying war files for ESS entry examples using Tomcat Web server

§  Developed multiple Connect IT scenarios Asset Center DB to SM7 DB for CI details.

 

June 2008 – July 2008                Evergreen/PepsiCo Business               Dallas Tx.

HP Service Manager Consultant

§  Stand up sandbox running windows server ServiceManager version 7

§  Configure notification alerts

§  Develop access point scenarios with Connect-IT & BAC, UCMDB for Manufacturing Integrations

§  Setup web client deploying war files for ESS entry examples using Tomcat Web server

§  Run Connect IT scenarios AssetCenter DB to SM7 DB for CI details.

Nov 2007 – Nov 2008               Farmers Insurance Group                        L.A. Ca.

HP Service Center Developer  and Administrator

§  Senior Lead for HP Service Center and Asset Center applications

§  Developed password reset functionality for end users

§  Designed code for module access, user login tracking for reporting metrics

§  Performed advanced queries, scripts, calculated fields and timers

§  Built queries, software counters, natures, models and portfolio items in AssetCenter

§  Modified screen sets and table strings

 

 

 

 

 

Experience

Sept 2007 – Feb 2008                United Airlines                        Chicago IL.

HP ServiceCenter Developer / Administrator Consultant

§  Developed solutions for HR and Flight Attendants department processes in SC

§  Accomplished design for a shared COT app without utilizing Mandanten feature

§  Created globalists, modified/added display options

§  Conducted JAD sessions for requirements gathering with United business units

§  Compiled multiple unload scripts for system modifications, and bug related fixes

§  Wrote training documentation for end user and technical perspective

July. 2007 – Aug 2007             Maritz Inc                                  St. Louis MO.

 HP ServiceCenter Developer / Consultant

§  Conducted a workshop overview of Service Manager version 6

§  Presented overview of Incident, Change, Service, Configuration, and Request Management Modules

§  Conducted JAD sessions for requirements gathering

§  Met with multiple business units reviewing processes and mapping to OVSC

§  Set up and configured Server, client and web portal for demonstrations

Oct. 2006 – May 2007             Quest Diagnostics                   Philadelphia, Pa.

HP ServiceCenter Developer / Administrator Consultant

§  Coordinated requirements gathering and development during migration from version 5x to 6x

§  Created scripts utilizing web services/java, format control, calculations, and display options.

§  Assisted with data migration from P4 db to Oracle, data mapping, and field consolidation.

§  Coded RAD for numerous scenarios to comply with multiple business unit processes

§  Managed work queue system requests, enhancements, mass updates, functionality fixes.

§  Supported 5 major call centers and over 13,000 customers throughout the US.

Oct. 2006 – Apr. 2007             Hewlett Packard                        Encinitas Ca HP ServiceCenter  Partner/Consultant §  Worked on proof of concepts using Web Services/Java scripts to simultaneously distribute configuration information of CI’s (servers, etc) to multiple instances of ServiceCenter §  Developed a “Global Bus distribution system” for HP for their multiple customers incoming and outgoing incident & change tickets §  Created process flow for “RIMS” (Remote Incident Management Systems) §  Setup use cases for functional testing by working with the regional helpdesks. §  Attended global workshops for global delivery models according to HP

Nov. 2005 – Aug 2006         Tri-Level Corps                           Lawndale, Ca Sr. Technical Business Analyst & Inventory Configuration Management §  Coordinated requirements gathering and interviewing of business units §  Utilized ITIL framework working Change management teams on CMDB §  Developed reports utilizing Crystal Reporting Software on SQL and Oracle DB’s §  Documented weekly results and reported statuses of the project to stakeholders §  Worked with the network team to implement various discovery tools

Experience Nov. 2000 – Nov 2005         Toyota Motor Sales USA               Torrance, Ca. Peregrine Developer & Administrator / Senior Programmer Specialist §  Led ServiceCenter re-implementation project from version 4.1 to version 6.1 §  Wrote scripts, macros, format control, RAD, queries, import and export descriptors §  Integrated ServiceDesk application data with Manufacturing Parts, Dealerships, and all TMS Assets §  Implemented Incident, Problem, Service, SLA, Inventory and Change Module §  Worked within the ITIL framework when developing solutions. ITIL compliant §  Performed data and field consolidation, framework, design analysis §  Assisted on rollout and training, documentation of admin and end-user guides §  Designed data marts, data warehouse for easy reporting access for business units §  Developed a bridge application interface to transfer  problem data to the IBM eESM DB §  Created custom polling agent services for building and transferring xml to specific url’s §  Developed solutions w/ SQL and OPENXML for parsing xml data posted to an URL §  Developed a .NET components for scanning SQL/Oracle tables/views/stored procedures §  Upgraded ServiceCenter from version 3.0 to version 4.0 §  Development and Administration of Crystal Reports 7.5  &  8  Enterprise §  Development and Administration of Telalert UMS 5.1 for notification and escalation rules §  Created Enterprise Management  Website w/.NET Architect framework §  Integrated Notification Alerts utilizing SCAUTO, .NET Framework components §  Developed Blackberry API for field engineers communication with the Toyota helpdesk §  Implemented and Administered the ServiceCenter 4x  JAVA client §  Rolled-Out multiple notification features (i.e., 2-way paging, blackberry) w/ Telalert §  8,000 + Users, 170 simultaneously

Education/Professional Training §  2017 ITSM Processes, Service Portal, Development Certification  Udemy for Business §  2013 ServiceNow Advanced System Administration Training §  2012 JavaScript Programming (academyX) San Francisco Ca. §  2009 ServiceManager 7x Certification §  2007 AssetCenter Traning, AssetCenter Implementation, Tailoring, System Administration §  2003, GPUG  brainstorming sessions (Global Peregrine Users Group)  Irvine, Ca. §  2003, MOM, JAVA courses  (MS Operations Manager)        Torrance, Ca §  2000, Ascolta Training Company (Interconnecting Cisco Devices)  ElSegundo, Ca §  1999, 2000 Peregrine Systems - ServiceCenter Implementation, Tailoring, System Administration §  1994, Computer Learning Centers  Software Development/Networking protocols  Los Angeles, Ca.

References Available upon request