- I participate in a variety of outdoor recreational activities
- Camping
- Artificial Intelligence (AI) and Machine Learning
- Web Development and Design
- Photography
Ronald Yates
Evansville,IN
Summary
Results-driven ServiceNow Administrator with a proven track record in leadership and management of complex projects under general oversight. Expertise in fostering effective communication across various functions to ensure collaboration on operational processes, practices, and procedures. Demonstrated success in implementing significant enhancements to staff training and productivity, leading to the achievement of organizational goals. Committed to continuous improvement and leveraging technology to optimize service delivery and operational efficiency.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Sr. Supervisor, ServiceNow Administrator
Masterbrand Cabinets Inc
05.2020 - Current
- Configure ServiceNow platform, including creating workflows, Integration Hub, maintain CMDB, business rules, UI actions/pages/policies, security (ACLs), etc.
- Experience with ServiceNow ITSM, ITOM
- Experience in JavaScript, HTML, CSS, and ServiceNow scripting languages.
- Established process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Developing catalog items with experience creating workflows and flow design.
- Plan, monitor, and optimize system operations, resource utilization, and capacity.
- Support platform upgrades as needed.
- Developing and retaining relationships with external consultants and vendors
- Microsoft Azure and 365 Administrator
- Ensure successful deployments by conducting thorough pre-deployment testing, meticulously maintaining deployment checklists, and expertly troubleshooting any issues that may arise during deployments.
- Coordinated, supervise, and evaluated work of subordinates and reallocated staff and resources to meet performance requirements
Sr. IT Technical Analyst
Masterbrand Cabinets
07.2017 - 05.2020
- Provide ongoing technical support in problem troubleshooting, performance management and capacity planning for production systems.
- Oversaw technology services delivery, consulting with relevant personnel to assist with migration and troubleshooting.
- Manage production system to established standards and work with IT teams to continuously improving standards.
- Provide daily computer system support.
- Maintain and supported network continuity and security. Aided Network/Server administrator with diagnosing network and server issues.
- Managed over 30 calls per day.
- Configure ServiceNow platform, including creating workflows, utilized Integration Hub, maintain CMDB, business rules, UI actions/pages/policies, security (ACLs), etc.
- Manage Plant IT Budget
- Work with Department Managers, Team Leaders, and General Managers in troubleshooting needs and continuing to improve processes through visionary and out-of-the-box thinking.
- Gained strong leadership skills by managing projects from start to finish
Supervisor -IT Customer Service
Masterbrand Cabinets
10.2015 - 07.2017
- Managed Service Desk call center receiving over 100 call per day.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Manage customer relations and handling escalations and first level customer concerns.
- Administration of enterprise ITSM tool ensuring optimal usage. Configure ServiceNow platform, including creating workflows, Integration Hub, maintain CMDB, business rules, UI actions/pages/policies, security (ACLs), etc.
- Monitor issue trends and anticipate potential problems for proactive resolution.
- Track monthly metrics and reviewing with Manager – IT Customer Service to identify process changes to drive service level improvements.
- Achieved results by working with staff to meet established targets.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts
Education
No Degree - Information Technology
Ivy Tech Community College of Indiana
EvansvilleSkills
- Management information systems
- Policies and procedures
- Staff Management
- Dependable and Responsible Excellent
- Creative problem-solving
- Staff management
- Documentation expertise
- Content development for training
- Employee training
- Strategic decision-making
- Critical analysis
- Strategic issue resolution
Accomplishments
- Resolved product issue through consumer testing.
- Intergraded ServiceNow with Azure for SSO and user provisioning. Also intergraded BeyondTrust Enterprise Remote Support, Microsoft SCCM and CrowdStrike Service Graph Connectors.
- Supervised team of 6 staff members.
Affiliations
Board Member Hope City Church Evansville IN
Certification
- CompTIA Network +
- CompTIA A+
- ITIL V3 Foundation
- MCP Windows 7
- ServiceNow System Administrator
Interests
Timeline
Sr. Supervisor, ServiceNow Administrator
Masterbrand Cabinets Inc
05.2020 - Current
Sr. IT Technical Analyst
Masterbrand Cabinets
07.2017 - 05.2020
Supervisor -IT Customer Service
Masterbrand Cabinets
10.2015 - 07.2017
No Degree - Information Technology
Ivy Tech Community College of Indiana
Interests
Sports, Web Development, Family
Web Development
I enjoy developing WordPress websites.