Hannah Whelan
Newburgh,IN
Summary
- Detail-oriented leader with excellent communication and interpersonal skills with 10 years of extensive experience in infrastructure, server management, ITIL best practices and project management.
- I believe in taking a proactive approach and work closely with management, business and technology partners for assessing needs, establishing priorities, building consensus and delivering solutions while maintaining superior customer satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
ServiceNow CMDB Configuration Manager
OneMain Financial
05.2021 - Current
- Currently managing a team of developers in the administration of the CMDB and all supporting integrations. I encourage an open, collaborative team where all members share ideas and work together to accomplish goals and complete tasks/projects.
- As product owner of the CMDB, I conduct ongoing meetings with stakeholders from both business and technology to provide updates on the CMDB and receive feedback to drive continuous improvement.
- Configured and maintains the ServiceNow Discovery module to ensure an accurate discovery of infrastructure.
- Creates Dashboards to provide metrics for KPI & Health Monitoring of the CMDB.
- Created and continuously maintains CMDB policy and procedure repository to document CMDB governance formally.
- Conducts ongoing data audits to ensure the accuracy of all CMDB data and identify areas for improvement.
- Experienced in configuring Service Graph Connectors to support integrations with SolarWinds, AppDynamics, Azure, AWS, SCCM and Jamf to ensure that CIs are auto-created on a daily basis.
- Implemented a formal Data Certification process to promote data ownership and ensure the accuracy of data listed within the CMDB.
- Implemented our CSDM 3.0 Framework at an enterprise level to provide a meaningful connection between business and technological perspectives.
- Hands-on experience in creating service mapping for application services to support the CSDM by leveraging AppDynamics, traffic-based mapping, machine learning, and tag-based service mapping to ensure that applications are mapped accurately.
Sr ITIL Systems Administrator
OneMain Financial
08.2019 - 05.2021
- Played a key role in a yearlong, enterprise greenfield ServiceNow upgrade, ensuring a smooth transition to an optimized, ITIL-driven version of ServiceNow.
- Conducted UAT testing for the ServiceNow upgrade, verifying the correct configuration to support all users regarding incidents, changes, problems, and catalog items.
- Initiated the adoption of Standard Changes, collaborating with Operations to identify candidates, perform risk analysis, and create templates.
- Championed the standard change process to mature change management. Partnered with our change management team to ensure proper training and adoption of the process by technology team members.
- Assisted in planning and creation of the CMDB with a third-party vendor, ensuring proper categorization and meaningful data population for each configuration item.
- Monitored and updated non-discoverable information in the CMDB, resolving issues and providing support to admins and end-users. Provided CMDB training to ensure that technology team members
- Provided training and created dashboards on daily system checks to be used by the enterprise monitoring center.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
- Contributed to development, administration and testing of disaster recovery plans.
Systems Administrator/Domain Admin
OneMain Financial
02.2018 - 08.2019
- Lead a team of domain admins to ensure all SLA’s were met for incidents and changes ensuring thorough documentation and effective communication standards were upheld.
- Performed system builds, software installations, system maintenance and upgrades to both Linux and Windows operating systems.
- Collaborated with key stakeholders to recommend changes and process improvements to benefit technology team members.
- Conducted backup and recovery of data and performed system event analysis.
- Managed Active Directory permissions for all users, systems, and groups within the organization.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Mentored employees and offered constructive feedback for performance improvement.
Infrastructure Technical Support Lead
OneMain Financial
05.2015 - 02.2018
- Served as main point of contact for Lexmark administration for resolution of complex printing issues, working with our vendor to ensure SLAs were met on all service calls.
- Developed master configuration for printers and handled District Manager promotions process to ensure a high level of customer service.
- Provided support in a large data and user migration initiative as part of a large corporate merger and supported a large amount of hardware/software/infrastructure needs in the process.
- Assisted in network troubleshooting, telephony support, and system access management.
- Provided training and support to first-line representatives and resolved escalated issues.
- Developed and implemented training initiatives for new hires.
Sr Technical Support Specialist
OneMain Financial
08.2013 - 05.2015
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Evaluated system potential by testing compatibility of new programs with existing programs.
- Gathered pertinent data, identified and evaluated options and recommended effective course of action to solve complex issues.
- Maximized use of hardware and software by training users and interpreting instructions.
- Prepared references for users by writing clear operating instructions.
- Diagnosed and troubleshot hardware, software and network issues.
Education
Bachelor of Science - Information Technology
Western Governors University
Salt Lake City, UT09.2023
Skills
- ServiceNow Administration, ITIL, AWS administration, Incident Management, Change Management, Problem Management, Project Management, CMDB Management, Discovery and Service Mapping, Mid Server Administration Linux, Windows Server, Networking, Troubleshooting, Collaboration
Certification
- ServiceNow Certified System Administrator
- ServiceNow Certified Discovery Specialist
- ServiceNow CMDB Health Micro Certification
- ServiceNow CMDB Configuration Micro Certification
- AWS Certified Cloud Practitioner
- ITIL Foundations
- PagerDuty Certified Incident Responder
- CompTIA Project+
- Linux LPI Essentials
Timeline
ServiceNow CMDB Configuration Manager
OneMain Financial
05.2021 - Current
Sr ITIL Systems Administrator
OneMain Financial
08.2019 - 05.2021
Systems Administrator/Domain Admin
OneMain Financial
02.2018 - 08.2019
Infrastructure Technical Support Lead
OneMain Financial
05.2015 - 02.2018
Sr Technical Support Specialist
OneMain Financial
08.2013 - 05.2015
Bachelor of Science - Information Technology
Western Governors University
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