Johnny Miller
Huntington Beach,CA
Summary
Highly motivated and intellectually curious individual successful at managing multiple priorities and projects. Experienced instructor, and team leader with demonstrated proficiency as a lead system admin with strong communication skills, problem-solving, critical thinking, and natural rapport building character.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Sr ServiceNow Administrator
Pfizer (Seagen)
Bothell, WA
12.2020 - Current
- Currently leading a decommissioning project for ServiceNow as we implement new ServiceNow instances at Pfizer. I provide learning cases from our team to effectively communicate custom verse OOTB scenarios to advise setup of new system. I collect and organize data from over 150 teams using Legacy Seagen solutions to provide a bridge from Seagen processes to new Pfizer ServiceNow solutions. I set up and coordinate meetings between Legacy Seagen and Pfizer counterparts for a systematic approach to implementation, including enterprise-wide communications.
- Diagnosing/resolving system bugs, working incident/problem tickets, planning/implementing system upgrades, knowledge base administration, group/user/role management, business rule management, change management, service catalog maintenance, instance operation, SOP/process design implementation.
- Workflow automation using Flow Designer, configurations, and customizations to Catalog Items/Widgets/Service Portal/UI Actions/Scoped Applications/Functional Scripts, and integrations using LDAP/SSO/OAuth/SOAP.
- Creating virtual training courses and live trainings monthly for fulfiller users, approval users, and end-users with a focus on team-built efficiencies, custom personalization's, and instance management.
- Utilizing CMDB Discovery and IRE to identify, reconcile, and manage software/hardware assets in the field and on premises.
- Building dashboards and reports with notifications for SLA adherence, team efficiency, and transparency.
- Collaborating with stakeholders, developers, and leadership on enterprise-wide business-critical system projects/implementations and enhancements while offering white-glove technical consulting with concise and accurate verbal and written communication to make informed decisions while planning and executing.
- Collecting business requirements and developing scope and objectives to deliver high-impact enhancements to our instance, increasing efficiency, customer trust, and buy-in, exceeding customer needs.
- Interfacing with Digital Security, Governance, PII, HR, Clinical Labs, and Research & Development.
- Evaluating system plugins to determine compatibility with existing processes and possible improvements.
- Identifying critical system deficiencies and recommending steadfast solutions.
- Weekly migration of update sets from lower instances, cloning, and debugging.
- Configuring and implementing new applications in ServiceNow to meet business needs.
- Identifying potential process improvements and working with stakeholders to improve system efficiency.
Commercial Program Lead
Teksystems (Seattle Genetics Contract)
Bothell, WA
12.2019 - 11.2020
- Training commercial sales team on hardware/software, identified training needs, and designed training material.
- Offering white-glove helpdesk support for devices and managed all hardware/software life cycle.
- Successfully planned and executed the National Field Meeting with a team of 25 desktop support technicians, training over 200 new account managers on devices and applicable software in 7 days.
- Engaging with customers, partners, and constituent groups to create positive, trusting, and professional relationships.
- Tracking and reporting program results to customers and stakeholders to facilitate change management activities.
- Developing detailed plans and executed adhering to objectives/timeline based on broad guidance and direction.
- Maintaining a professional demeanor while managing relationships with business-critical clients and leadership.
Digital Media Specialist
Amazon
Seattle, WA
09.2016 - 12.2019
- Responsible for management and delivery of high-quality video, sound, telepresence, teleconference, and AV interfaces.
- Collaboration with the event department, leadership, and stakeholders for seamless production.
- Full setup and tear down of projectors, speakers, mic kits, mixers, power, and lights.
- Live streaming of events and 'splash page' animation creation utilizing Adobe Illustrator, Wirecast 10, Video Conferencing technology, Cisco's Telepresence Management Suite, and post-production with Adobe Premiere.
- Creation of training materials and live training events, including signal flow diagrams for AV and Event staff.
- Perform analysis, diagnosis, and resolution of immediate in-room end user problems, escalating issues internally or with support vendors when necessary, and delegating to support team depending on situation and complexity.
- Resolving ongoing system operational issues by troubleshooting and performing fault isolation, root cause analysis, providing preventive maintenance support, and documenting reports for work completed.
- Meeting and exceeding SLAs and expectations for hundreds of on-site and offsite events.
Incident Command Coordinator
Insight Global (Microsoft Contract)
Bellevue, WA
12.2015 - 09.2016
- Bridging calls and successfully managing video conferences between clients and developmental engineers until resolution.
- Reporting Microsoft CRM, NAV, and Office365 outages to leadership, as well as clients constantly exceeding SLA. Investigated past outages to find patterns for engineers to resolve root causes, leading to better customer service.
Project Coordinator
Insight Global (Amazon Contract)
Seattle, WA
12.2014 - 12.2015
- Coaching Sellers on complete cycle from inbound to outbound, and tracking, recording, and analyzing their sales.
- Personally reduced inbound non-compliance rate from 42% to 15% by designing and implementing new processes.
Project Specialist
Providence Health & Services
Renton, WA
07.2011 - 01.2015
- Supported organizational readiness and training to 50K+ end users for enterprise EHR.
- Supported 17 service recovery efforts to stabilize platform, utilizing virtual teams; led to improved system-wide speed to delivery in systems and digital operations leveraging AV and VC technology to align the teams
- Created survey to analyze satisfaction and success
- In 3 years, satisfaction went from 3.1 to 4.6 out of 5
Skills
- ServiceNow
- Microsoft Office
- Azure
- Adobe Captivate
- Adobe Premiere Pro
- Technical analysis
- Critical thinking
- Effective communication
- System management
- Problem management
Certification
- ServiceNow CSA
- Configure CMDB
- CMDB Health
- Service Portal
- Flow Designer
- CIS-ITSM in progress
Timeline
Sr ServiceNow Administrator
Pfizer (Seagen)
12.2020 - Current
Commercial Program Lead
Teksystems (Seattle Genetics Contract)
12.2019 - 11.2020
Digital Media Specialist
Amazon
09.2016 - 12.2019
Incident Command Coordinator
Insight Global (Microsoft Contract)
12.2015 - 09.2016
Project Coordinator
Insight Global (Amazon Contract)
12.2014 - 12.2015
Project Specialist
Providence Health & Services
07.2011 - 01.2015
- ServiceNow CSA
- Configure CMDB
- CMDB Health
- Service Portal
- Flow Designer
- CIS-ITSM in progress
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