Deborah Lund
Carnegie
Summary
Software Engineer II at Crown Castle Inc. with expertise in ServiceNow development and custom application solutions. Demonstrated success in optimizing ITSM processes and improving service delivery through innovative workflows. Strong collaboration, problem-solving skills, and adaptability lead to impactful results in high-pressure environments.
Overview
24
24
years of professional experience
3
3
Certifications
Work History
Software Engineer II (ServiceNow)
Crown Castle, Inc.
Canonsburg
04.2017 - Current
- Design, develop, and implement scalable ServiceNow solutions supporting ITSM processes including Incident, Problem, Change, and Request Management.
- Develop platform customizations using Script Includes, Business Rules, Client Scripts, UI Policies, and Scoped Applications. This includes 20+ custom applications for internal business teams.
- Partner with stakeholders to gather requirements and translate them into technical designs and platform enhancements.
- Build automated workflows using Flow Designer to streamline service delivery and reduce manual effort.
- Perform code reviews and mentor junior ServiceNow developers.
- Supported platform upgrades and testing, facilitating seamless transitions and minimizing downtime.
- Analyzed user requirements to develop software solutions and created technical specifications.
- Resolved customer issues by establishing workarounds and solutions to debug and create defect fixes.
- Limited experience in implementing REST integrations between ServiceNow and enterprise systems.
IT Project Analyst/ServiceNow Administrator
Crown Castle, Inc.
Canonsburg
04.2017 - 08.2019
- Administered IT instance of ServiceNow, managing application updates and enhancements, including custom application development, workflow creation, survey customization, and service portal updates.
- Led IT ServiceNow projects, implementing custom applications that addressed specific departmental needs.
- Administer projects using ServiceNow PPM, MS Project and SharePoint interactively.
- Developed project plans using industry-standard tools for effective tracking and reporting.
- Coordinated with teams to ensure timely delivery of project milestones and deadlines.
- Delivered technical support throughout the development stages of the project.
- Developed and revised Knowledge Base articles within ServiceNow to improve information accessibility for the IT team.
IT Project Coordinator
ANSYS, Inc.
Canonsburg
06.2011 - 02.2017
- Acting Project Manager during the planning and initiation phases of service management replacement project (ServiceNow).
- Assisted Project Managers in executing multi-million-dollar IT projects, including service management and CRM initiatives, enhancing project delivery.
- Facilitated communication between vendors and technical leads to streamline project workflows.
- Assessed project budget and personnel needs based on project scope and timelines.
- Verified that project deliveries met timelines and quality standards.
- Oversaw upgrade from Office 2010 to Office 365 for 2500 worldwide users using AD GPO, ensuring seamless transition and user support.
- Administered CA PPM tool during initiation and implementation of PPM project.
- Assisted with design of process flows for Incident, Change, and Service Request modules.
- Assisted with internal QA audit leading up to annual external audits of business processes.
Help Desk Analyst II
ANSYS, Inc.
Canonsburg
06.2011 - 07.2015
- Provided support via telephone and email inquiries for internal customers, both onsite and remote.
- Provided technical support for various operating systems including Windows and Linux
- Administered Windows and Linux workstations, network printers, and user accounts in Active Directory.
- Used technical writing skills to create and maintain knowledgebase and documentation for new and existing customers.
- Managed ServiceNow platform during proof of concept phase to evaluate its capabilities for future adoption.
- Collaborated on project teams for ServiceNow and SSO initiatives to enhance system integration and user experience.
- Worked with other IT groups to setup and test BMC Footprints as a replacement ticketing system.
- Set up new clients and implemented server security, antivirus solutions, and backup systems to ensure robust protection and continuity.
- Supported setup and maintenance of audiovisual systems for events
Technical Consultant
Advos IT
Mars
03.2011 - 05.2011
- Supported external customers through telephone and email inquiries, onsite and remote, while fostering relationships with Tier 1 and 2 customers.
- Provided technical support for Windows desktop and server environments to ensure system functionality.
- Managed Windows workstations, network printers, user administration (Active Directory, proprietary internal tools), server administration, software installation, firewall configuration, and system monitoring using Kaseya, along with server and desktop updates and maintenance.
- Set up new clients by migrating to hosted Exchange, installing server security and antivirus solutions, deploying workstation antivirus and antimalware software, and implementing backup solutions.
- Created new accounts and maintained existing users in Active Directory.
- Used technical writing skills to create and maintain knowledgebase and documentation for new and existing customers.
- Maintained user and computer settings on the terminal server using Group Policy.
Help Desk Technician/Systems Administrator/Senior Technical Support Consultant/Backup Administrator
NA Publishing
Ann Arbor
10.2005 - 01.2011
- Provided support via telephone and email inquiries for internal users, both onsite and via remote console.
- Used technical writing skills to create documentation and maintain a knowledgebase to facilitate support.
- Managed Windows workstations (approximately 250), network printers, user administration (Active Directory, proprietary internal tools), software installation, and OS updates.
- Executed migration of PCs from ProQuest network to NAPC network, facilitating a seamless transition during company split.
- Provided technical support for users on Windows XP and Windows 7 operating systems.
- Administered Windows Servers (2003/2008), Exchange Server, and Active Directory, including updates, patches, and user/security group creation and administration.
- Set up local NAS device to organize departmental and user shares using Windows Storage Server.
- Managed telephony sub-project for move to new building.
- Administered Allworx VoIP system, encompassing four locations.
- Configured and tested 120+ phones for users in all locations.
- Set up hunt groups and shared lines, conferencing, and reporting.
- Provided technical support via telephone and email inquiries for XanEdu products and additional acquired products.
- Provided QA support for major XanEdu releases.
- Handled critical technical inquiries and support requests after standard working hours.
- Developed and maintained XanEdu’s internal website with technical and customer service resources, enhancing accessibility for support personnel.
- Trained new support personnel.
- Administered the Cisco VoIP system utilized by approximately 100 users.
- Set up hunt groups and shared lines, configured single and multi-line IP phones.
- Streamlined critical data backup process using Veritas NetBackup 6.0 with Sun StorEdge L500 tape library, improving backup reliability.
- Prior to assumption of backup administration, critical data backup was sporadic; several processes were nonfunctional.
- Updated hardware and software, which made the NAS/NDMP backups functional.
- Made data backup more dynamic, adding/deleting servers from backup policies as required to streamline the process.
Technical Support Consultant II
ProQuest Company/XanEdu
Ann Arbor
08.2002 - 10.2005
- Provided technical support via telephone and email inquiries for all ProQuest electronic products.
- Provided QA support for major XanEdu releases.
- Created entire XanEdu section, along with FAQs for external website.
- Updated TSWeb, the internal website containing all known technical information for all products, including tech tips and customer canned responses.
- Upgraded the customer service call log system from a non-interactive Excel log to an Access database for all customer service representatives to research prior calls.
- Create interactive reporting system for same information.
- Verified and licensed faculty users.
- Provided after hours pager support.
Education
Juris Doctor -
Wayne State University Law School
Detroit, Michigan12-2007
Bachelor of Science - Business Administration
University of Phoenix
Livonia, Michigan06-2003
Skills
- ServiceNow development
- ITSM workflow design
- Custom application development
- Flow Designer workflows
- Code reviews
- JavaScript
- HTML
- Problem resolution
- Project Management
- Stakeholder collaboration
- Teamwork
- Professional communication
- Adaptability
- Time management
- Working under pressure
- Independent work
- Technical writing
- Business writing
- Editing
Certification
ServiceNow Certified Application Developer (CAD)
Timeline
Software Engineer II (ServiceNow)
Crown Castle, Inc.
04.2017 - Current
IT Project Analyst/ServiceNow Administrator
Crown Castle, Inc.
04.2017 - 08.2019
IT Project Coordinator
ANSYS, Inc.
06.2011 - 02.2017
Help Desk Analyst II
ANSYS, Inc.
06.2011 - 07.2015
Technical Consultant
Advos IT
03.2011 - 05.2011
Help Desk Technician/Systems Administrator/Senior Technical Support Consultant/Backup Administrator
NA Publishing
10.2005 - 01.2011
Technical Support Consultant II
ProQuest Company/XanEdu
08.2002 - 10.2005
Juris Doctor -
Wayne State University Law School
Bachelor of Science - Business Administration
University of Phoenix