Candidates About

 

Dallas Holland

Career Objective

I am a high‐performing, strategic‐thinking professional with more than 8 years’ experience in IT and analysis. I have successfully developed scalable solutions as well as business processes for groups for my previous employers in their Service-Now initiatives. My focus is to contribute my best by supporting the people around me. My goal is to satisfy and meet the needs of the business and improve the bottom line in a way that will bring all to a status of growth and success.

 

Summary of Qualifications

 

·         ServiceNow Admin/Dev.	·         ServiceNow Catalog	·         ServiceNow Apps/Config
·         Six Sigma-Black Belt	·         Project Management	·         ServiceNow Express
·         Continuous Improvement	·         Business Processes	·         Lean Management
·         ITSM Management	·         ITIL foundation v.3	·         Data Analysis & Reporting
·         Scrum Master Certified	·         Quality Control	·         Root-Cause Analysis
·         Integrations/Web Services	·         Html/CSS/JavaScript	·         Training Curriculums

 

 

Overview

 

Throughout a 6+ year experience in ServiceNow tenure, service delivery in core implementations have been successfully executed for many national and international clients on a global scale such as Novelis, Covance, Louis Vuitton, Foot Locker, BD, Stefanini, Domino’s, Comcast, Idaho Supreme Court, Nesma Holdings, PEO Aviation, Western States, Capstone Logistics to name a few yet many, many more. Each engagement of the ServiceNow implementations mentioned were from start to finish using best practice and methodologies in ITIL, Lean Six Sigma, Scrum Agile, SDLC, and ServiceNow’s StartNow Methodology ranging from the core competencies of Incident, Problem, Change, Knowledge, Service Catalog, Service Portal, GRC, HR, CSM, Vendor Management, Custom Applications, Portfolio Management, Orchestration, CMDB, and most recently SecOps.

 

Achievements

 

Started my own successful company. Founded Avant Garde Solutions with a sole focus in ServiceNow, Mobile/Web-based Application Development, and Cybersecurity. We are successfully delivering avant-garde solutions that are innovative, trend setting with a forward thinking in a way that is outside of the box. Organically grown, we’ve established SOWs and contracts with both commercial and federal clients while delivering successful implementations of our product/services.

 

At Kilderkin, traveled globally while successfully implementing ServiceNow offerings for hi-end clients from start to finish.

 

At Linium, I have successfully configured, scripted, and implemented Core application modules from start to finish, created custom applications and workflows, and I’ve created many custom Self-Service portals in the Content Management module specific to company branding on a global scale.

 

At Stefanini, by using six sigma and lean methodologies, I was able to perform root cause analysis within ServiceNow platform and discover 17/25 SLAs missing from the system that was costing the company money in heavy penalties per contract with client. From here, I was able to engage in resolution alongside partners through my JavaScript and Jelly scripting background to enable and define those agreements within the system to put to the project back on track with visibility into performance. Also advised in the SCM.

 

At Ryla, reduced AHT from 610 to 540 for Verizon Wireless Project when at Ryla Teleservices by designing and implementing a Call Sequencing Model process.

 

At Comcast, designed and implemented Workforce training curriculums in my department, which was streamlined to become standard procedure for the whole company. Also, ushered the implementation rollout of ServiceNow within IT and Networking implementing the core modules and played major role in the migration from Remedy over to ServiceNow. I also created training documentation and SOWs for those employees.

 

Professional Experience

Avant Garde Technical Solutions (DBA Avant Garde Solutions)       

Owner/Consultant/ Independent Contractor

July 2016 – present

 ServiceNow Architecture, Implementations and Consultation

·         Advisory-Process, Strategic Vision and Roadmaps, Leadership Buy-in, User Experience, Organizational Change Management.

·         GRC. Governance, Risk assessment and Compliance management

·         Continuous Business Process Improvement

·         Provide best practice methodologies such Scrum Agile, ITIL, CMMI, and Lean Six Sigma.

·         Each solution is tailored to your exact business needs – from comprehensive roadmap sessions to 30-day kick-start programs, and all include starter accelerators for rapid deployment to speed your time to market.

·         Engage process owners and business stakeholders to translate business requirements into feasible functional requirements for federal and commercial clients on a global scale

·         Work with application owners to update workflow tasks and approvals for automated processes

·         Security-oriented developer offering more than two years’ experience designing, implementing, integrating, testing and supporting impactful applications developed in diverse, collaborative environments for mobile and tablet devices both Android and iOS platforms

·         Known for writing efficient, maintainable and reusable code that preserves privacy and security

·         Proficient in object-oriented design, data structures, problem solving, complexity analysis, and debugging

·         Configure and implement ServiceNow solutions using scripting as well as leveraging all appropriate components offered by Service-Now to meet specific business needs

·         Provide subject matter expertise, act as technical product advocate, design, develop and implement ITIL processes, ITSM, ITAM, Knowledge, Demand and Release Management modules within ServiceNow platform.

·         Evaluate complex business and technical functions to convert into automated workflows and innovative solutions

·         Lead and guide offshore resources towards a common development framework, methodology and deliverables

·         CMDB & Configuration Management

·         Service Portal

·         Deliver consistent continuous improvement of user experience, processes and development

·         Drive process, UI and workflow delivery with a focus on best practices including ITIL

·         Gather user input, lead focus groups and facilitate workshops

·         HR Management & HR Catalog

·         Performance Analytics

·         Orchestration

·         Integrations

·         Service Portal and CMS

·         Service Catalog

·         Configuration Automation

·         CMS, client scripting, jelly-scripting, business rules, SAML2, LDAP, web services, HTML/CSS, UX Design, Python, Ajax, JavaScript, angular bootstrap. REST, SOAP.

 

 

Kilderkin Group         

Sr. IT Platform Engineer

Nov 2015 – present

 ServiceNow Development and Implementation

·         Engage process owners and business stakeholders to translate business requirements into feasible functional requirements for federal and commercial clients on a global scale

·         Work with application owners to update workflow tasks and approvals for automated processes

·         Configure and implement ServiceNow solutions using scripting as well as leveraging all appropriate components offered by Service-Now to meet specific business needs

·         Provide subject matter expertise, act as technical product advocate, design, develop and implement ITIL processes, ITSM, ITAM, Knowledge, Demand and Release Management modules within ServiceNow platform.

·         Evaluate complex business and technical functions to convert into automated workflows and innovative solutions

·         Lead and guide offshore resources towards a common development framework, methodology and deliverables

·         CMDB

·         HR Management & HR Service Catalog

·         Performance Analytics

·         Orchestration

·         Deliver consistent continuous improvement of user experience, processes and development

·         Drive process, UI and workflow delivery with a focus on best practices including ITIL

·         Gather user input, lead focus groups and facilitate workshops

 

 

 

 

Linium

Solutions Consultant

May 2015 – Nov 2015

 ServiceNow Implementation and Consultation

·         Meet daily with stakeholders for requirements gathering and branding specifications.

·         Developed and implemented the Incident, Problem, Knowledge and Change Management modules including all customizations and/or enhancements from start to finish.

·         Created customized applications.

·         Provided consultation and analysis of problems while working toward solutions to technical issues and providing knowledge transfers to the client.

·         Created custom forms and fields in tasks tables and ACLs to allow         staff to input and moderate feedback on Incident Form and Service Catalog incident form.

·          Deployed new releases and/ or enhancements

·          Maintain and support the platform’s operational functions; and perform system and integration testing.

·         Delivered system prototyping to demonstrate requirement fulfillment.

·         Writing custom scripts, UI policies, UI actions, business rules, client-side scripting and access controls for client.

·         Created custom workflows for Change Management

·         Championed the promotion of programmed code from Development to Testing to Production and provided direct post-transition support according to scrum agile and ITIL best practices.

 

       ServiceNow Content Management- Self Service Portal Development/Web sites

·         Created a customized Employee Self-Service Portal within the ServiceNow Content Management environment using Bootstrap, JavaScript, Jelly, HTML and CSS accompanied with complex UI Scripts, UI Macros, UX designing and best practices from an ITIL perspective to meet the needs of the customer by successfully consulting and branding the portal to the look and feel of the Domino’s current rebranding campaign.

·         Create customer facing portfolio of CMS sites to aid clients in choosing designs for their CMS sites.

·         Design customized CMS sites of varying level of complexities to meet the various needs of customers while designing and branding that ushers in innovation and creativity in today’s tech world

·         Provided in the build-out of client portal (Domino’s, Prius, Beetle, and Foot Locker, Spring Leaf Financial, Thermo-fisher Scientific and Color Archive)

STEFANINI                                       

BPI Lead and Change Manager (ServiceNow Admin/Development)   

December 2013 to October 2014

Role and responsibilities:

·         Responsible to assist managing, administering and develop in Service-Now.

·         Development of applications and custom reports

·         Data-harvesting and gathering information for analysis for PM and sprint meetings

·         Performed root cause analysis, problem solving, and give consulting services to different entities in the company on a global scale.

·         Create detailed documentation of processes, reports, graphs and data for multiple levels of process stakeholders including top-level management. Promote awareness, understanding and acceptance of continuous improvement.

·         Coordinated events related to documenting, participate in assessment and analysis of system capabilities and workflow improvement, develop business requirements and tools for process development, system enhancements, support business initiatives through data analysis while identifying implementation barriers through six sigma methodology and continuous improvement

·         Established and create best business practices and reporting on a global scale through ITILv.3,

·         Provided knowledge facilitation for training within the Service Now environment.

·         Worked in properly script contractual Service Level Agreements, user profiles, as creating and establishing reporting.

·         Assisted in defining, building and implementing Service Level(SLAs)  notifications, alerts and reports and the scripting of many customized service levels

·         Service-Now application and catalog building

·         Customer interface design and CMS

·         Developed and delivered Service-Now training for Global- 100+Users

·         Along with configuration experience I also tested and supported of the Service Now IT Service Management (ITSM) platform from start to finish.

·         Planning, implementation, working with UI Policies, data policies, UI actions, business rules, debugging and client scripts; adding and administering user, groups and roles;

·         Achieved productivity increases by creating practice and process improvements

 

Change Manager

• Championed the implementation rollout of Change Management Enhancements and streamlined existing processes to minimize risk for 300 employees.
• Worked closely with customer/client to establish the operating procedures and corporate awareness of the change process understanding the key principles.

·         Day-to-day monitoring for quality and the integrity of the Change Management Procedures and is the focal point regarding changes for both the customer and the technology departments.

·         Facilitated Global CAB Daily Change Review Meetings and stand as the final arbitrator when consensus can’t be reached.

·         Handled publications and communication of the schedule of changes.

·         Change management metrics reports with analysis guidance for improvement by providing final approval over scheduled or rescheduled dates

·         Ensured post review of changes to evaluate if the change was successfully implemented and that the change process was followed, also to verify and document the status of each change using a tracking document or system.

·         Responsibilities also consist of establishing a project plan and timeline for implementing a given change, ensuring that all necessary deliverables and milestones relating to a given change are achieved according to the established project plan and timeline and communicate process enhancements/modifications to the change management community.

·         Core responsibility was to work with all levels of management and various departments to identify problems and make data-driven process improvements. Topics included operational cost savings, service quality improvement

·         Duties also included coding, testing, implementation, debugging, enhancements, re-creating system issues in dev. environment to resolve issues.

·         Approval / Process configuration (Change Management)

 

AVANT GARDE MEDIA™

Freelancing Web Design/Development                                                                                  

 Feb 2004 – present

Role and responsibilities:

• Create and develop websites using HTML (5), JavaScript, CSS (3), jQuery, PHP, Ruby on Rails.
• Mobile app development
• Python
• XML, JSON, AJAX. Depending on the project
• UI/UX design
• Wireframe
• Bootstrap, Angular
• MySQL
• iOS Mobile design (X-code 6.1)
• Adobe Master Collection CS6 and CC
• Final Cut Pro X
• Sound design and scoring
• Cinema 4D
• Unity 5
• Adobe Master Collection CS6 and CC

 

Comcast

Workforce Process Analyst II & Service-Now admin/dev                                                             

Dec 2011 – Jan 2013

 

Role and responsibilities:

• Responsible for creating hi-end reports and statistics for Call Center leadership and forecasting/ scheduling team such as: Call Driver Report, Service Level Reports and Center Division Flash Report and custom reports
• Trained new hires for Comcast in WFM RTA department in CMS, Verint, Blue Pumpkin and Avaya; and how company and vendor routing works thus call arrival pattern.
• Trouble-shooting, monitor workforce activities and call center performance and identify actions to take in order to assure service level goals are met; (intraday performances, customer focus, call sequencing)
• Championed the implementations of Aspect eWFM and the Service-Now platforms from start to finish.
• Migration from Remedy to Service-Now
• Customized reports, forms and all core administration in Service-Now
• Analyzed data and makes recommendations for improvement; responsible for providing support and input for the management of activities for Call Center Ops
• Assisted with call forecasting and organizational planning.
• Provided performance analysis to support business processes and decision-making, provide accurate, timely reporting to support business processes to aid in decision-making
• Completed performance analysis of daily and weekly results for the call center; provides feedback to team lead supervisors about agent schedule adherence and call queuing statistics
• Issued necessary statistics and reports to supervisors and staff and WFM team.
• Proactively identified scheduling gaps and offered solutions to close them; provide performance analysis to support business processes and decision-making.
• Monitored KPIs to maintain Service Level objectives, scheduling and forecasting (long and short term)
• Managed skill-set changes Financial and Production reports, forecasting and scheduling, routing using Avaya.
• Developed functional designs and processes
• Identified risks and benefits of alternate designs; calculates costs/benefits of potential actions or solutions to establish their viability/ROI
• Assessed project impact of system changes on users and internal and external customers and stakeholders
• Write user documentation based on functional requirements

 

Ryla Teleservices

Command Center Workforce Process Analyst                                                                             

 Dec 2009 – Nov 2011

Role and responsibilities:

 

• Created training and development programs to all levels of IT professionals and end-users
• Developed and administered tools to measure the results of efforts; documents the value of services provided
• Responsible for maximizing occupancy and service level through real-time and intraday monitoring of analysis of contact volumes and AHT to forecast, management of staffing to requirements, adjustments to staff requirements (including OT and VTO),
• Sets primary/secondary/reserve skilling, maintain staffing line adherence, and coordination of decentralized Workforce Management resources for outsourcer and Ryla's virtualized contact centers.
• Review, analyze and assess the Forecasting and Staffing Analysts' contact and FTE forecasts to insure the forecasts are accurate given recent results, trends in contact volume and AHT, as well as site level staffing attainment.
• Update intraday (interval) contact volume and average handle time for all call types and contact centers based on global forecasts and real-time trends.
• Monitor and manage intraday staffing in internal and outsourced contact centers to ensure balancing of staff requirements
• Monitor real time call statistics schedule adherence and communicate with internal and outsource
• Workforce Management teams to ensure on-phone and off-phone activity is managed efficiently throughout the day

 

 

Education

 

Rhea County High School, 1997

 

Hiwassee College (Madisonville, TN)

Business Management, 1998

 

Tennessee Real Estate Ed. Systems (Chattanooga, TN)

Real estate, 2005

 

Certifications/Trainings

 

·         Certified ServiceNow Administrator

·         Certified ServiceNow Implementation Specialist

·         Certified ServiceNow Express Technical

·         Certified ServiceNow Express Sales

·         Black Belt Six Sigma

·         Lean Management

·         Scrum Agile Master

·         Project Management

·         ITIL foundation v.3

·         HTML/CSS/JAVASCIPT/Jelly/PHP/MySQL/Python/Objective-C (xcode)/

·         LUA/C++/Ruby on Rails /AJAX/Perl/JSON/XML

·         Report Automation     

           

Employment History

Linium (remote-Atlanta, GA)

Solutions Consultant- May 2015-Present

 

Stefanini Tech-Team (Atlanta, GA)

BPI Lead and Change Manager, 12/2013 – 10/2014

 

<