Joel Baldwin
York,PA
Summary
I have a 8-year proven success record in the ITSM discipline, 7 of which were worked as an SME in Asset and Incident Management for Footlocker. I have tailored these products for these years to meet the needs of All Corporate Strata in the Americas, EMEA, Southeast Asia, and APAC. This experience embodies almost every aspect of service delivery. I have worked extensively in the implementation of ServiceNow ITSM Asset and Incident Management. During this time, I partnered with The Help Desk Teams, Procurement, Finance, Store Operations on the use and their needs with this large-scale Enterprise Solution(s). With this and other projects I have successfully delivered, I have contributed to them in various roles and responsibilities.
Role: Developer
In this role I have worked with Footlocker, to deliver Vendor Specific Enterprise Solutions within ServiceNow). I have demonstrated a high standard of expertise in helping to develop these products to meet the expectations of the requirements captured while maintaining the products integrity and future platform initiatives.
Role: Business Analyst
In this role, I have worked with various organizational units and various levels of management to collect and build requirements documents and technical designs based on the ITIL v discipline.
Role: Integration Specialist
In this role, I have worked with the various Department Sr. Manager's, Team Leads and various users as well as being a subject matter expert and key team member as we navigated a multi-phased rollout of ServiceNow including Request Management, Incident Management, and CMDB / Asset Management.
Role: Technical Lead
In this role, I have demonstrated Project and People Management skills by leading the technical initiatives of projects while delegating tasks to technical teams. This role included the management of project plans, technical reviews, and an overall responsibility for technical deliveries for the project needs.
Overview
22
22
years of professional experience
1
1
Certification
Work History
ServiceNow Administrator
Gensler
01.2015 - 04.2015
Working with clients to assess ServiceNow requirements relating to the Incident, Change, and Problem disciplines, and developing and configuring the ServiceNow platform. Developing technical designs and documenting user and process requirements. Developing workflow customizations, and performing user acceptance testing for all ServiceNow application modules (ex. Incident, Problem, Change, CMDB, Service Catalog and customer specific custom applications). Providing customer support for internal teams responsible for the administration of the ServiceNow platform. Providing support in all technical aspects of project delivery and solution delivery including:
• Application UI Configuration
• Workflow Configuration
• Development of required client specific reporting.
• Development of requirement integration components (SSO, LDAP and others)
• Prepare all client facing and internal deliverables that are technology related.
• Interface with client and gather requirements for implementation.
• Provide technical documentation and training.
ServiceNow Administrator
Gensler
11.2014 - 04.2015
Working with clients to assess ServiceNow requirements relating to the Incident, Change, and Problem disciplines, and developing and configuring the ServiceNow platform. Developing technical designs and documenting user and process requirements. Developing workflow customizations, and performing user acceptance testing for all ServiceNow application modules (ex. Incident, Problem, Change, CMDB, Service Catalog and customer specific custom applications). Providing customer support for internal teams responsible for the administration of the ServiceNow platform. Providing support in all technical aspects of project delivery and solution delivery including:
• Application UI Configuration
• Workflow Configuration
• Development of required client specific reporting.
• Development of requirement integration components (SSO, LDAP and others)
• Prepare all client facing and internal deliverables that are technology related.
• Interface with client and gather requirements for implementation.
• Provide technical documentation and training.
Lead Technical Consultant
Perficient
01.2014 - 12.2014
Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.
Lead Technical Consultant
Perficient
05.2013 - 01.2014
Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.
Lead Technical Consultant
Perficient
02.2011 - 03.2013
Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.
Lead Technical Consultant
Perficient
05.2011 - 01.2012
Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.
Lead Technical Consultant
Perficient
12.2008 - 02.2011
Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.
Lead Technical Consultant
Perficient
08.2006 - 02.2008
Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.
Lead Technical Consultant
Perficient
11.2005 - 11.2006
Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.
Lead Technical Consultant
Perficient
02.2005 - 11.2006
Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.
Lead Technical Consultant
Perficient
10.2002 - 02.2005
Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.
Lead Technical Consultant
Perficient
12.2001 - 10.2002
Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.
Lead Technical Consultant
Perficient
12.2001 - 03.2002
Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.
Lead Technical Consultant
Perficient
08.2001 - 12.2001
Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.
Lead Technical Consultant
Vista Equity Partners
01.2001 - 06.2001
Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.
Lead Technical Consultant
Vista Equity Partners
08.2000 - 01.2001
Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.
Lead Technical Consultant
Vista Equity Partners
05.2000 - 01.2001
Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.
Lead Technical Consultant
Vista Equity Partners
06.1999 - 02.2000
Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.
Lead Technical Consultant
Vista Equity Partners
02.1999 - 02.2000
Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.
Lead Technical Consultant
Vista Equity Partners
10.1998 - 02.1999
Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.
Lead Technical Consultant
Vista Equity Partners
08.1997 - 09.1998
Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.
Software Developer
Informa
05.1993 - 08.1997
Developer for the Peregrine Implementation Team. We purchased the tool in 1992. I was responsible for the implementation of Problem, Call, Change, Inventory, SLA, and Event Management. For each of these projects I gathered requirements, created technical docs, and customized ServiceCenter based on those requirements.
Education
Bachelor Of Science - Computer Information Systems
DeVry University
Decatur, GA1994
Skills
- ServiceNow(all versions)
- HP Service Manager(all versions)
- ConnectIt(all versions)
- Project Management Methodology
- Quality Management Methodology
- SDLC Methodology
- ITIL V3 Core Discipline
- Incident Management Process Expert
- Problem Management Process Expert
- Change Management Process Expert
- Service Catalog Management Expert
- Request Management Process Expert
- Programming Languages:
Java Scripting
HTML
Web Services
RAD
Certification
Certified ServiceNow Administrator, Certified HP Service Manager 9.x System Administrator and Developer, Quality Black Belt, Project Management Best Practices, ITIL Foundation v3.
Skills
ServiceNow, JavaScript, HTML, Web Service(SOAP), Incident Management, Change Management, Configuration Management, Problem Management, Service Catalog, Technical Design, Training, RAD, Process Design, System Architecture, High Availability/Failover Design, Request Fulfillment, Asset Management, Application Development, Best Practices, Black Belt, ITIL, Project Management, System Administration
Timeline
ServiceNow Administrator
Gensler
01.2015 - 04.2015
ServiceNow Administrator
Gensler
11.2014 - 04.2015
Lead Technical Consultant
Perficient
01.2014 - 12.2014
Lead Technical Consultant
Perficient
05.2013 - 01.2014
Lead Technical Consultant
Perficient
05.2011 - 01.2012
Lead Technical Consultant
Perficient
02.2011 - 03.2013
Lead Technical Consultant
Perficient
12.2008 - 02.2011
Lead Technical Consultant
Perficient
08.2006 - 02.2008
Lead Technical Consultant
Perficient
11.2005 - 11.2006
Lead Technical Consultant
Perficient
02.2005 - 11.2006
Lead Technical Consultant
Perficient
10.2002 - 02.2005
Lead Technical Consultant
Perficient
12.2001 - 10.2002
Lead Technical Consultant
Perficient
12.2001 - 03.2002
Lead Technical Consultant
Perficient
08.2001 - 12.2001
Lead Technical Consultant
Vista Equity Partners
01.2001 - 06.2001
Lead Technical Consultant
Vista Equity Partners
08.2000 - 01.2001
Lead Technical Consultant
Vista Equity Partners
05.2000 - 01.2001
Lead Technical Consultant
Vista Equity Partners
06.1999 - 02.2000
Lead Technical Consultant
Vista Equity Partners
02.1999 - 02.2000
Lead Technical Consultant
Vista Equity Partners
10.1998 - 02.1999
Lead Technical Consultant
Vista Equity Partners
08.1997 - 09.1998
Software Developer
Informa
05.1993 - 08.1997
Bachelor Of Science - Computer Information Systems
DeVry University