MICHAEL OJO
Dallas,TX
Summary
A highly motivated, result driven, team oriented and resourceful internal ITIL-ServiceNow subject matter expert with strong data management background. Equipped with strong industry methodological, analytical, problem-solving solving and communication skills. Ability to deploy my wealth of unique interpersonal and organizational skills to analyze and provide recommendations around application architecture and business capabilities to achieve higher efficiency and overall success as well as the attainment of an organization and client's IT success and business objectives.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
16
16
years of professional experience
1
1
Certification
Work History
ServiceNow Dev/Admin
AFS/Gyanny Inc
12.2022 - Current
- Utilized industry-leading APM tools to monitor, analyze, and optimize the performance of critical business applications
- Developed custom dashboards and reports to provide insights into application performance metrics and trends
- Collaborated with cross-functional teams to troubleshoot performance issues and implement performance improvements
- Administered and customized ServiceNow instances to support project management processes, including project planning, resource management, and task tracking
- Developed and maintained custom workflows, forms, and business rules to automate and streamline project management processes
- Integrated ServiceNow with third-party systems and applications to enable seamless data exchange and workflow automation
- Conducted user acceptance testing and provided end-user training and support for ServiceNow PPM implementations
- Managed ServiceNow platform upgrades and patches to ensure system reliability and performance
- Implemented governance processes to ensure alignment between service portfolio strategy and business objectives
- Conducted regular reviews of the service portfolio to identify opportunities for service improvement and innovation
- Update/configure business rules and Foundation Data as per business requirements
- Collaborate with project teams for customization and configuration
- Managed the ideation and demand management process within the ServiceNow platform, including capturing, evaluating, and prioritizing ideas and demands from stakeholders
- Developed and maintained custom workflows and processes to facilitate idea and demand management, including idea submission, evaluation, approval, and implementation
- Collaborated with business stakeholders to define evaluation criteria and prioritize ideas and demands based on strategic objectives and business value
- Monitored and tracked the status of ideas and demands throughout the lifecycle, ensuring timely resolution and delivery
- Provided regular reports and updates to senior management on the status and progress of idea and demand initiatives
ServiceNow Dev/Admin
Mantech International
10.2019 - 12.2022
- Continuous Diagnostics and Mitigation (CDM) Dynamic and Evolving Federal Enterprise Network Defense
- Design, integrate, deploy, operate, and maintain CDM tools and capabilities in enterprise on-premise and Cloud environments
- Develop installation, configuration, and deployment methods, including scripting, use of APIs, orchestration, automation, and database services to support the integration and configuration of CDM applications and security technologies.
- Work with architects, integration engineers, and developers to design solutions and improve data quality, security, and compliance or extend current capabilities and offerings to customers.
- Assess system designs to validate them against expected technical parameters in support of the CDM data model
- Identify, analyze, define, and coordinate user, customer, and stakeholder needs and translates them into hardware and software requirements
- Identify and manage solution dependencies with other systems and elements of the enterprise IT infrastructure
- Identify technical risks and develop mitigation strategies
- Perform data validation, analysis, warehousing, and data mining to improve Data Consistency and address gaps
- Develop and maintain detailed installation documentation and SOPs as required
- Provide best practice guidance to government customers including deployment and integration strategies to support Hardware Asset Management (HWAM), Software Asset Management (SWAM), Vulnerability
- ServiceNow Integration with Cisco ISE, ForeScout, IBM BigFix, Microsoft SCCM, FUSE, etc
- Create technical documentation, diagrams, guides, schedules, and other deliverables to support internal and external customers
- Provide tool operations and maintenance support, Tier 3 customer support, and act as the subject matter expert
ServiceNow Developer/Admin
HCSC Blue Cross Blue Shield
09.2018 - 10.2019
- Involved in requirement gathering sessions and creation of functional and technical design documents as per the requirements from the business team
- Web application development using JavaScript, Jelly Scripting, JQuery, Angular JS, Bootstrap
- Excellent experience with modules like Incident, Problem, Change, Knowledge, Service Catalogs or SRMS, Discovery CMDB, Hardware Asset management, Test Management, Performance Analytics etc
- Strong experience in working on the ITIL Process Configuration like Incident and Problem Management, Knowledge Management, Reporting, Gauges in ServiceNow
- Hands on experience in creating the custom Applications, Modules in ServiceNow
- Extensive experience in implementation of Business Rules, Data Dictionary, UI Actions, UI Policies, Client Scripts and Validations Scripts in ServiceNow
- Experience in HR module, creating onboarding process for New hires with NEO application and pushing the request for through Request for remote access, VDI/VPN access for remote/offshore hires
- Experience in configuring the SLAs for various ITIL processes as per the client requirements
- Experience in migrating between various environments in ServiceNow using Update Sets
- Experience in loading data into ServiceNow using Import Sets
- Involved in VMware/Vrealize integration with AYS ServiceNow
- Experience in configuring Discovery Schedules and Worked on Discovery and set up mid servers and check for the connectivity
- Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow
- Designing, configuring and customization of forms for various ITIL processes
- Experience in configuring email notifications in ServiceNow, UI Pages, UI Macro, Scheduled Jobs, Script Includes, Events
- Experience in working with Access Controls, Workflow, User Administration in ServiceNow
- Experience in creating reports in ServiceNow and schedule the report generation in ServiceNow
ServiceNow Developer/Admin
Allegheny Health Network, (Leidos Health)
02.2017 - 09.2018
- Company Overview: Leidos/Ettain Group
- Involved in requirement gathering sessions and creation of functional and technical design documents as per the requirements from the business team
- Involved in creation of ServiceNow applications, modules, and tables as per requirements, Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow
- Customization of forms for various ServiceNow applications, creation and configuration of business rules, client scripts as per the required functionality, setting up the SLA as per the requirements
- Configuring the UI Actions, UI Policies, ACLs, Business Scripts, client Scripts, creation of reports and dashboards in ServiceNow
- Worked on integrating ServiceNow with external SOAP and REST API based web services using JavaScript and XML
- Involved in integrating ServiceNow with Epic modules and Meditech
- Loaded Catalog Items into Service Now from BMC Remedy
- Developed Service catalog by creating new catalog items, designing workflows and execution plans
- Involved in LDAP integration with ServiceNow for obtaining users and groups
- Created Record Producers, Order Guides and Catalog Client Scripts and workflow
- Worked on DISCOVERY and set up mid servers and check for the connectivity
- Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning redesigning the workflows using ServiceNow workflow editor also involved in reconciliation of complicated workflows to simpler form
- Leidos/Ettain Group
ServiceNow Administrator
NCR Corporation
11.2012 - 01.2017
- ServiceNow Administrator for ServiceNow applications such incident, asset Management, CMDB, Service Catalog, Reporting and Dashboards
- ServiceNow expert in core functionality such as Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with Knowledge of Service Portal
- Involved in requirement gathering sessions and creation of functional and technical design documents as per the requirements
- Worked with other developers to develop solutions in the service-now platform such as Incident, Change, Request Catalog and CMDB
- Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development
- Worked on Creating Users, Roles and Groups and load the data to service-now objects using import sets and tables
- Responsible for maintaining update sets, upgrades across ServiceNow development and production instances
- Scheduled and exported reports to PDF's or Excel on weekly and monthly basis to various Managers and Directors
- Provided Process and training which includes data flow and guides for end users pertaining post-production support
BI Consultant-Team Lead
Arcelor Mittal
10.2011 - 11.2012
- Business Intelligence Analyst using various BI tools for reporting, scheduling reports and creation of universes and data mart, excellent data Integration
- Main objectives are developing standard solutions, optimize costs and industrialize process, involve in new development related activities in SAP based system for Commercial Flat Carbon business unit
- Contributed in building Change Request Process, Technical Documents format, Unit Test Cases and Unit Test Results Templates
- Represented onsite for reverse Knowledge Transfer to client to exercise understanding of applications
- Worked on Business Object Importer, BO Editor, Data Integrator and Redefining Display and Existence Check Methods
- Worked on BO Rapid Marts DDL for schema creation and Sample universes
- Responsible of few applications and nominated as first point of contact
- Handled Change Requests as per the process
- Converted Functional Specifications to Technical Documents, prepared Unit Test Cases & Unit Test Results
- Worked on Info object creation tool which can create as many numbers of objects without manual intervenes
- Created ODS, Cubes, Multi-providers and learnt concept of Dummy Cube
- Moved newly developed fields to BI from R/3 and embedded in data targets in order to impact reporting
- Worked on Transport requests, integration testing in quality and production system
- As a peer reviewer for all development earned good command on requirement gathering and impact analysis
Tech Support/Data Analyst
Meggitt Polymers and Composites
01.2009 - 10.2011
- Provided business-clients with efficient technical support, problem solving, and customer service
- Collaborated with company staff to optimize working environment and customer service
- Extract, compile, and analyze data to generate reports for customer accounts and employee records to ensure accuracy, efficiency, and effectiveness
- Design digital media for promotional and sales content in compliance with company standards
- Lead meetings to facilitate creative methods to generate results in better efficiency and foster teamwork
- Developed and maintained data warehouses and data marts to support business operations.
Education
Associate of Arts - Computer Information Systems
Houston Community College
Houston, TXSkills
- ServiceNow
- Remedy
- JavaScript
- CMDB
- Service Mapping
- ITSM
- ITOM
- ITAM
Accomplishments
- Resolved product issue through consumer testing.
Certification
- ServiceNow -CSA
- ITIL Certification
- CompTIA-Security+
- Scrum Master
Timeline
ServiceNow Dev/Admin
AFS/Gyanny Inc
12.2022 - Current
ServiceNow Dev/Admin
Mantech International
10.2019 - 12.2022
ServiceNow Developer/Admin
HCSC Blue Cross Blue Shield
09.2018 - 10.2019
ServiceNow Developer/Admin
Allegheny Health Network, (Leidos Health)
02.2017 - 09.2018
ServiceNow Administrator
NCR Corporation
11.2012 - 01.2017
BI Consultant-Team Lead
Arcelor Mittal
10.2011 - 11.2012
Tech Support/Data Analyst
Meggitt Polymers and Composites
01.2009 - 10.2011
Associate of Arts - Computer Information Systems
Houston Community College
Similar Profiles
Bryonna DawsonBryonna Dawson
Scrum Master at AFSScrum Master at AFS
Wong Po KiuWong Po Kiu
NA at AFSNA at AFS
Stanley AndrewsStanley Andrews
Warehouse Worker/Forklift Operator at AFS LogisticsWarehouse Worker/Forklift Operator at AFS Logistics