Shawn Rion
Stephens City,VA
Summary
Dynamic, results-focused, IT Professional with 20+ years of experience
ServiceNow and BMC trained with extensive knowledge of the Scrum and project management methodologies, solutions development, network planning, installation, configuration, monitoring, training and technical documentation. Adept at analyzing detailed procedures, technologies and problems and identifying opportunities to improve efficiencies, security and more effectively manage the enterprise. Personable and articulate; managed consultants and delivered quality technical consultation, user support and software training for a number of large corporations and US Government agencies.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Senior Technical Consultant
ServiceNow
01.2018 - Current
- Support clients implementing IT Service Management solutions
- Collaborated with stakeholders to transform client requirements into turnkey solutions.
- Analyzed client business processes to propose optimal software applications for unique requirements.
- Assessed business requirements to create focused solutions.
- Maintained authoritative knowledge through continued education and ongoing training.
- Enhanced interfaces to promote better functionality for users.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
- Assisting clients with transitioning their legacy ticketing system and processes to the ServiceNow platform
- Assisting clients in the design of ITIL and business processes, and implementing those processes in ServiceNow
- Creating and maintaining requirements and design documents, test plans and mitigation plans using Waterfall and Scrum methodologies.
Senior ServiceNow Consultant
IT Coalition
01.2016 - 01.2018
- Providing quality technical expertise and support to clients implementing IT Service Management solutions
- Serving as Scrum Master and taking on the role of technical lead and project manager when needed
- Working closely with clients to help them implement the ServiceNow ITSM solution
- Assisting clients with transitioning their legacy ticketing system and processes to the ServiceNow platform
- Assisting clients in the design of ITIL and business processes, and implementing those processes in ServiceNow
- Acting as Scrum Master to ensure Scrum Methodologies are practiced correctly
- Creating and maintaining requirements and design documents, test plans and mitigation plans using Waterfall and Scrum methodologies.
Senior ServiceNow Consultant
contender solutions
01.2014 - 01.2016
- Delivering quality technical expertise and support to clients transitioning from BMC Remedy to the ServiceNow platform
- Serving as lead member of the implementation team leading the team in planning, implementing, managing and delivering the ServiceNow solution
- Working closely with customers to help them transition their legacy BMC Remedy data and processes to the ServiceNow platform
- Assisting clients in the design of ITIL and business processes, and implementing those processes in ServiceNow
- Creating material for and conducting requirements gathering workshops
- Creating and maintaining requirements and design documents, test plans and mitigation plans using Scrum methodologies
- Serving as project manager on various projects by managing burn sheets, forecasting hours, and managing consultant time in accordance with the SOW
- Acting as Scrum Master to ensure Scrum Methodologies are practiced correctly
- Facilitating customer's user acceptance testing to ensure testing was thorough and complete
- Developing training guides for consultants new to ServiceNow that will help ensure their success on the “ServiceNow System Administration” exam.
Senior Professional Services Consultant Lead
BMC Software
01.2012 - 01.2014
- Returned to Professional Services to deliver a worldwide BMC Remedy IT Service Management (ITSM) solution to a DoD agency in Kuwait
- Served as lead member of the BMC Remedy implementation team leading the team in planning, implementing and delivering the ITSM solution
- Managed the design of the system infrastructure, the software implementation, system customizations and configurations, and training for the customer's end users
- Worked to expand the project plan to elaborate on specific deliverables and milestones
- Worked closely with system users and business managers, maintaining clear lines of communication to constantly monitor and refine system requirements to achieve the expected goal of the clients
- Maintained and reported a daily record of project risk directly with the customer, worked issues opened with the customer's internal help desk and with the vendor
- Worked to mitigate project risk and facilitated quick and accurate resolution to opened issues
- Created and maintained requirements and design documents, test plans and mitigation plans
- Facilitated enterprise level workshops to gather foundation data and system requirements
- Coordinated third party personnel in completing remote site surveys to gather site specific data and conduct functional testing across the WAN
- Lead design, testing and implementation of system enhancements, and supplied guidance that optimized IT operations and improved productivity
- Facilitated customer's user acceptance testing to ensure testing was thorough and complete
- Developed plan to address issues identified during user acceptance testing.
Senior Premier Support Engineer
BMC Software
01.2011 - 01.2012
- BMC technical point of contact delivering quality technical expertise and support services to Premier Customers with technical inquiries to ensure customer success using BMC Remedy IT Service Management (ITSM) solutions
- Worked independently and as a team member with assigned customers to quickly identify, troubleshoot and resolve customer issues
- Coordinated testing and integration of new components; developed documentation, monitored operations, performed maintenance, and provided troubleshooting steps to resolve issues
- Familiar with and able to support BSM Interoperability products in a senior level capacity
- Built professional and customer focused relationships with assigned Premier customers
- Provided clear and concise communications to address customer's issues and questions through phone and email communication
- Gathered detailed customer environment information to setup mock-up systems
- Installed and Configured BMC Products to test, debug, reproduce and provide solutions for any reported customer issues
- Collaborated with and engaged internal teams to assess, prioritize, and troubleshoot issues and drive them to resolution
- Conducted quarterly customer site visits and performed annual health assessments
- Proactively educated customers on any known product issues
- Assisted with the testing and implementation of new patch releases and upgrades.
Senior Professional Services Consultant
BMC Software
01.2007 - 01.2011
- Delivered quality technical expertise and support services to clients installing and upgrading IT Service Management (ITSM) solutions
- Designed solutions and infrastructure, implemented software and provided training for the company's Remedy product line
- Worked independently and as a team member on assigned engagements
- Coordinated testing and integration of new components, developed documentation, monitored operations, performed maintenance, troubleshot and resolved problems
- Designed, tested and implemented system enhancements and supplied support that optimized helpdesk operations and improved productivity
- Developed custom interfaces to Active Directory to allow for data driven NT user creation and maintenance
- Served a key member of the BMC Remedy implementation team at a number of government customer sites installing and configuring Remedy as well as resolving issues from end users, as well as with system-produced incidents
- Created and executed Change Records and Work Orders, and effectively managed Problem Records from open to close
- Worked directly with BMC's Development group, as well as with many IT groups within customer's organization to resolve issues in a timely fashion
- Worked closely with system users and business managers, maintaining clear lines of communication to constantly monitor and refine system requirements and achieve expectations for clients
- Defined technical requirements and product standards for customized Remedy applications, managed systems and data migration, and contributed to ITIL best practices and methodologies
- Developed custom interfaces to Active Directory to allow for data driven NT user creation and maintenance.
Professional Services Consultant
BMC Software
01.2000 - 01.2007
- Worked as a team member delivering quality technical expertise and support services to Fortune 500 companies as well as one of the largest insurance companies in the United States installing and upgrading BMC CONTROL-M and CONTROL-D for both distributed and mainframe systems
- Participated in customer user acceptance testing, develop documentation, monitor operations, performed maintenance, troubleshot and resolved problems
- Provided customer training on both the CONTROL-M and CONTROL-D product lines
- After implementation worked as team member on the Professional Services support team providing 24 by 7 remote support for the installed BMC products winning a Team Excellence Award
- Designed, tested and implemented system enhancements and supplied support that optimized business systems operations and improved productivity
- Served a key member of the CONTROL-D support team at State Farm, resolving issues from end users, as well as with system-produced incidents
- Created and executed Change Records and Work Orders, and effectively managed Problem Records from open to close
- Worked directly with BMC's Development group, as well as with many IT groups within State Farm to resolve issues in a timely fashion
- Worked closely with system users and business managers, maintaining clear lines of communication and achieved expectations for clients including Sony and Ageon
- Defined technical requirements and product standards for customized applications; managed systems and data migration; contributed to best practices and methodologies.
IT Services / Systems Administration
Digitex Computer
01.2002 - 01.2003
- Spearheaded design, deployment and network systems maintenance protocols, as well as related training and support for this provider of IT solutions and its clients
- Analyzed network systems, tested programs and applications
- Troubleshot problems, working with users and with outside vendors to resolve complex issues
- Scheduled technical support staff
- Optimized systems security, VPN and dial-up access; assured top-level functioning for the network, including firewalls, routers, peripheral equipment and associated devices
- Delivered effective classroom training in Microsoft Office and Digitex proprietary applications; provided responsive user support.
Store Manager
Shaw's Jewelers
01.1998 - 01.2000
- Catalyzed sales growth, hired and supervised personnel, managed operations, inventory, and cash operations to meet and exceed established performance goals.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings
- Managed inventory control, cash control, and store opening and closing procedures,
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements
Education
Bachelor of Computer Science - Computer Science / Finance
James Madison University
Harrisonburg, Virginia12.2000
Associate of Applied Science -
Lord Fairfax Community College
Middletown, Virginia12.1998
Skills
- Data Analysis
- Incident and Problem Management
- Change Management
- Design Reviews
- Issue Resolution
- Microsoft SQL
- Oracle
- BMC Remedy
- Technical Consulting
Certification
- PMP Certification Coursework
- Certified Scrum Master
- ITIL Foundation v3
- ServiceNow Certified Administrator
- ServiceNow Certified Implementation Specialist ITSM
- BMC Certified Professional: BMC Remedy IT Service Management 8.1
- BMC Accredited Administrator: BMC MyIT 1.0
Military Service
United States Army / Army Reserve / National Guard, Presidential Superior Unit Award, Army Achievement Medal, Multinational Forces and Observers Medal, Virginia State Achievement Medal
Clearance
Top Secret Clearance
References
REFERENCES And further data PROVIDED UPON ESTABLISHMENT OF MUTUAL INTEREST
Timeline
Senior Technical Consultant
ServiceNow
01.2018 - Current
Senior ServiceNow Consultant
IT Coalition
01.2016 - 01.2018
Senior ServiceNow Consultant
contender solutions
01.2014 - 01.2016
Senior Professional Services Consultant Lead
BMC Software
01.2012 - 01.2014
Senior Premier Support Engineer
BMC Software
01.2011 - 01.2012
Senior Professional Services Consultant
BMC Software
01.2007 - 01.2011
IT Services / Systems Administration
Digitex Computer
01.2002 - 01.2003
Professional Services Consultant
BMC Software
01.2000 - 01.2007
Store Manager
Shaw's Jewelers
01.1998 - 01.2000
Bachelor of Computer Science - Computer Science / Finance
James Madison University
Associate of Applied Science -
Lord Fairfax Community College
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