Devon Patterson
Fort Worth,TX
Summary
Results-oriented professional with expertise in streamlining information technology systems and solving complex infrastructure concerns. Proven leader with a track record of decreasing technology costs associated with outdated systems.
Overview
7
7
years of professional experience
1
1
Certification
Work History
ServiceNow Administrator
Forward Air
Irving, TX
02.2019 - 05.2024
- Developed integrations between various applications and platforms using web services.
- Coordinated with vendors and third-party providers for integration projects involving ServiceNow applications.
- Documented standard operating procedures and guidelines related to usage and administration of ServiceNow platform.
- Designed complex reports using the Reporting module within the ServiceNow platform.
- Participated in design discussions with stakeholders and provided recommendations based on industry best practices.
- Created scripts for automation of manual processes in ServiceNow.
- Developed and maintained ServiceNow platform, including customizing forms, workflows, tables, fields.
- Collaborated with other teams such as DevOps, IT Security and Network Operations to ensure proper functioning of applications running on the ServiceNow platform.
- Worked independently while coordinating project work and support functions with other team members.
Director of Information Technology
Forward Air
Irving, TX
02.2019 - 05.2024
- Developed and implemented an IT strategy to align with the organization's overall business objectives.
- Analyzed user needs to determine functional specifications for new or modified systems or programs.
- Negotiated service level agreements with vendors for hardware and software purchases.
- Managed the installation, configuration, and maintenance of network hardware and software.
- Reviewed vendor contracts related to IT services including cloud hosting providers.
- Monitored performance metrics such as system uptime, response times, throughputs.
- Provided guidance to staff on technical issues and solutions as needed.
- Coordinated cross-functional teams to develop innovative solutions that met customer needs.
- Supervised a team of IT professionals in the development of systems architecture designs and applications programming projects.
- Implemented short-term workarounds and long-term solutions to technical problems.
- Analyzed financial data, developed budget, and managed expenditures for technology services.
IT Application Management Specialist
Forward Air
Irving, TX
02.2019 - 05.2024
- Performed application testing, debugging and maintenance activities in order to ensure the accuracy and integrity of the data within the applications.
- Investigated problems related to application performance or stability in order to diagnose root causes.
- Ensured proper integration between various components of an application stack such as databases, middleware layers.
- Implemented new technologies to improve system performance and scalability.
- Monitored application logs for errors or anomalies that could affect system performance.
- Conducted research on emerging technologies in order to maintain a competitive edge with respect to new features and functionality offered by other vendors in the market space.
- Integrated third-party APIs into existing systems using web services protocols such as RESTful API design patterns.
- Deployed new applications into production environments following established change control procedures.
- Resolved escalated incidents from users quickly and efficiently.
Senior Desktop Support Engineer
Buchanan Technologies
Grapevine, TX
12.2016 - 12.2019
- Participated in planning meetings with stakeholders to discuss new requirements or changes that need to be made.
- Conducted training sessions for end-users on how to use newly implemented software or hardware devices.
- Performed regular maintenance tasks such as disk defragmentation or virus scanning.
- Maintained asset inventory of all IT equipment through the use of an automated asset management tool.
- Developed and maintained 10 images for deployment on various hardware models.
- Resolved problems with hardware including laptops, desktops, printers and other peripherals.
- Created detailed documentation regarding common technical issues faced by users.
- Responded to helpdesk requests from end-users in a timely manner.
- Installed, configured, and troubleshot desktop applications such as Microsoft Office Suite, Adobe Creative Suite.
- Created, modified, and updated user accounts in Active Directory.
- Provided remote support to end users using tools such as Ninja RMM and TeamViewer.
- Performed hardware upgrades, including RAM, SSDs, and graphics cards, to improve system performance.
- Troubleshot and resolved hardware, software, and network issues, reducing downtime.
Education
Bachelor of Science - Information Technology
Rockville University
Rockville, MD03-2004
Bachelor of Science -
University of Phoenix
Phoenix, AZSkills
- Process Automation
- Performance Analytics
- Security administration
- Scripting Languages
- Report Generation
- Event Management
- Agile Methodology
- IT service management
- Asset Management
- Business Analysis
- Requirements Gathering
- Technical Support
Certification
- CompTIA A+
- ServiceNow CSA
- ITIL 4 Foundations
Languages
English
Native/ Bilingual
References
References available upon request.
Timeline
ServiceNow Administrator
Forward Air
02.2019 - 05.2024
Director of Information Technology
Forward Air
02.2019 - 05.2024
IT Application Management Specialist
Forward Air
02.2019 - 05.2024
Senior Desktop Support Engineer
Buchanan Technologies
12.2016 - 12.2019
Bachelor of Science - Information Technology
Rockville University
Bachelor of Science -
University of Phoenix