Debra Grayson
Summary
Diligent Technical Engineer with solid foundation in technical engineering and proven track record of solving complex problems efficiently. Successfully contributed to numerous projects, delivering innovative solutions and ensuring seamless operations. Demonstrates proficiency in systems analysis and project management, consistently applying critical thinking and technical skills to enhance productivity.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Technical Engineer I
Atos IT Solutions
05.2021 - Current
- Thirty-one years of experience in Information Technology, including thirteen years as a ServiceNow System Administrator/Developer/Lead Developer
- Provide LOE hours and time estimates for assigned work resource plans to support the development of timetables and project plans
- Provide solutions that potentially impact other dependent projects and applications
- Ensure that errors are detected to avoid production outages
- Define technical specifications and solutions through the analysis of requirements
- Configure, develop and unit test new functionality or bugs on the ServiceNow platform to include integrations
- Designed custom solutions tailored to client-specific requirements, exceeding expectations with creative problem-solving techniques.
- Provided secondary training to personnel struggling with technological tools and systems.
- Provided exceptional technical support, addressing client concerns and ensuring their needs were met.
- Improved system performance by troubleshooting and resolving complex technical issues.
- Developed comprehensive documentation, including user guides and technical specifications, aiding future development efforts.
- Established strong working relationships with stakeholders through effective communication and collaboration on shared goals.
- Led a team of engineers in successfully completing multiple high-profile projects within budget constraints.
- Implementations as the Lead Developer of ServiceNow version upgrades (Utah, Washington, Yokohama)
- Collaborated with other departments to facilitate successful project completion.
ServiceNow Developer
Baylor Scott & White
12.1993 - 05.2021
- Completed several various projects as the Lead Developer with a team of at least 4 developers to implement ServiceNow Capabilities (IRM/VRM, Vulnerability Response with Tenable Integration, Service Portal, Customized Service Portals, SailPoint for ServiceDesk, Incident management, change management, problem management, configuration management, asset management, and several others
- Global and scoped glide components, including GlideRecord, GlideAggregate, GlideSystem, and GlideDateTime
- Workflow configuration, scheduled task, and other ServiceNow automation and orchestration features (Workflow Editor & Flow Designer)
- Java Scripting, HTML, and CSS
- Working with SNOW SME, built and engineer solutions that add value to the IT Service Management organization
- Implementations as Lead Developer of several ServiceNow version upgrades (Calgary, Geneva, Jakarta, London, New York, Quebec, San Diego)
- Performs day-to-day, after-hours, tactical, and strategic efforts associated with ServiceNow
- Work effectively within a SCRUM team and focus on sprint goal delivery
- Design and develop the platform with self-service, automation and performance in mind
- Develop using the defined best practices and standards
- Assist in the research process and function related to assigned tasks
- Meet with users to problem solve and define needs and requirements
- Assist in identifying and analyzing system solutions available through ServiceNow
- Review options with users and agree on design
- Assist in the preparation of technical specifications and document meeting departmental guidelines
- Perform additional analysis as needed during development and testing for tasks
Education
Certificate - Medical Terminology
Central Texas College
Killeen, TX01.1985
Skills
- Proficient in JavaScript programming
- Moderate SQL programming skills
- Basic PowerShell proficiency
- Excellent verbal and written communication skills, with the ability to effectively interact with all coworkers and stakeholders, including senior leadership
- Proficient in facilitating cross-cultural discussions
- Excellent interpersonal skills and ability to work effectively with staff at all levels
- Strong written, verbal, listening, communication & interpersonal skills
- Strong documentation skills, with attention to the SDLC
- Remote support
- System updates
- Product development support
- Technical documentation
Certification
- 06/2025 - System Administrator - ServiceNow
- 12/2020 - ServiceNow Configure the CMDB Micro Certification - ServiceNow Learning
- 08/2019 - ITIL Foundation Certificate IT Service Management - PeopleCert
- 05/2019 - ServiceNow Service Portal Micro Certification - ServiceNow Learning
Languages
English
Professional Working
Interests
- I enjoy helping others and giving back to the community
- DIY and Home Improvement
- Music
- Adventure Travel
Timeline
Technical Engineer I
Atos IT Solutions
05.2021 - Current
ServiceNow Developer
Baylor Scott & White
12.1993 - 05.2021
Certificate - Medical Terminology
Central Texas College
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