Summary
Overview
Work History
Education
Skills
Timeline
Generic

Terrell Mclaughlin

Glenmont,NY

Summary

Experienced ServiceNow Technical ced SerServiceNowh 7Seeking a challenging IT position, where I can utilize my interpersonal, organizational, technical, and decision-making skills.

Overview

20
20
years of professional experience

Work History

SENIOR SERVICENOW TECHNICAL LEAD

KEYBANK, KEY CORP
CLEVELAND, OH
04.2021 - 12.2021
  • Provided architectural and procedural design guidance in development efforts pertaining to modules, applications, service portal and major releases of the ServiceNow native platform.
  • Implemented focused continuous improvement efforts, utilizing the Agile/Scrum methodology and practices. Assisted in estimation of work and writing of technical user stories, the acceptance criteria, and testing strategy to comply and maintain agreed SLA's.
  • Coordinated code review/migration processes and implemented ServiceNow source code control techniques and tools. Established coding/documentation standards to ensure configuration is consistent across development, test, QA and production environments to reduce development risk and improve efficiency.

SERVICENOW DEVELOPER /BUSINESS ANALYST /ADMIN

ALBANY MEDICAL CENTER
ALBANY, NY
03.2020 - 03.2021
  • Collaborated with engineers, system analysts, and programmers regarding project capabilities and limitations to deliver optimal functionality.
  • Researched, designed and implemented scalable applications for data extraction, analysis, retrieval and indexing.
  • Create and configure Business Rules, UI Policies, UI Actions, Client Scripts and ACLs including advanced scripting of workflow administration, and email formatting/notification.
  • Provided best practices, solutions/recommendations, improved system configuration options available to meet and surpass organizational needs
  • Developed and executed methods to obtain post-production product feedback from users and stakeholders to increased customer satisfaction
  • Demonstrated strong analytical/conceptual skills, ability to multi-task, well organized, results driven leader, proactive, solid customer quality awareness and the ability to work independently with minimal supervision when needed.

TECHNICAL SUPPORT SCCM MANAGER

SERVICENOW TIER, NYS INFORMATION TECHNOLOGY SERVICES
ALBANY, NY
01.2016 - 03.2020
  • Implemented ServiceNow Discovery, CMDB, ITOM Asset Management, and Service
  • Watch/Mapping with integrated monitoring and event management solutions
  • Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as created new discovery patterns
  • In ServiceNow Event Management I configured Event Mapping Rules, Event Transform
  • Rules, Alert Rules, and Incident Templates
  • Worked on Discovery, mid servers and checked for the connectivity and troubleshoot any
  • Discovery issue
  • Installed and configured collectors and credentials and built service watch dashboards in
  • Service watch
  • Worked on Business Service mapping and wrote sensor scripts to map configuration items to create a graphical representation of CI's and their relationships
  • Prioritized ServiceNow issues based on end-user impact and triage higher level support workload on severity and expertise to maintain and surpass service level agreements (SLA)
  • Established and documented new processes and procedures in ServiceNow Knowledge Base while updating current resolution changes
  • Trained technical staff to utilize ServiceNow software and resolution procedures to ensure operational SLAs are consistently met
  • Manage technical support team performance and development including policy administration, coaching, disciplinary action, compliance, and recognition
  • Performed Active Directory software installation/administrative services and utilized
  • Discovery, SCCM management, to establish architectural design, client compliance, marketplace maintenance, and domain configuration.

QA TESTING MANAGER

NYS, OF THE MEDICAID INSPECTOR GENERAL
ALBANY, NY
09.2012 - 01.2016
  • Developed tests to address areas impacting database integrity, network infrastructure, and usability
  • Collaborated with multiple teams to drive consistency and enhancements across QA reporting, testing methodologies and results analysis
  • Monitored production operations for compliance with specifications and provided prompt defect analysis
  • Lead creation of test scenarios, test scripts, and execution of test cases for verification of bug fixes
  • Worked closely with project teams to accurately estimate the test effort to develop reliable release schedules
  • Managed all aspects of QA staff, including performance evaluations, career development and training.

LEAD SOFTWARE ENGINEER

NYS OFFICE OF THE MEDICAID INSPECTOR GENERAL
MENANDS, NY
08.2006 - 09.2012
  • Developed, implemented, and maintain FACTS (Fraud Activity Comprehensive Tracking
  • System), a centralized statewide real-time Medicaid provider audit tracking database application with over 1,500 end-users
  • Updated archive databases to comply with current NYS OMIG project specifications and requirements
  • Converted input requirements, data input/output, internal validation and security using multiple high- level programming languages
  • Prepared detailed workflow charts and diagrams to illustrate intent of various priority projects
  • Analyze, test and debug applications to increase operating efficiency and quality systems training sessions at central and regional offices.

SENIOR SOFTWARE DEVELOPER

NYS DEPARTMENT OF HEALTH
ALBANY, NY
03.2002 - 08.2006
  • Provided full application lifecycle support, including specifications, prototypes, development,
  • QA testing and deployment
  • Worked with local and geographically distributed teams to brainstorm new innovative ideas and creative approaches for application development
  • Defined project development standards and assisted in planning, prioritizing, and executing assigned tasks within predetermined deadlines
  • Updated existing tools and frameworks for a more advanced data and content visualization to improve system capabilities.

NETWORK TECHNICIAN SPECIALIST

STATE FARM INSURANCE COMPANY
, NY
09.2001 - 03.2002
  • Coordinated various inventory database management and statewide integration projects
  • Performed network client-server component installations/upgrades on-site and satellite offices
  • Provided high-level support, troubleshooting and problem resolution of software, hardware, and connectivity issues.

Education

Associate of Arts - Individual Studies

Hudson Valley Community College
Troy, NY

Skills

  • CORE SKILLS:
  • ITIL, CMDB, ITSM, ITOM, ITBM, ITAM methodologies
  • JavaScript, XML, C#, Visual Studio Net, SharePoint, SQL , Java, Visual Basics
  • System Center Configuration Manager, Active Directory, PowerShell, Service Now, Discovery,
  • Cloud Computing
  • Oracle 10G, DocuShare, MS SQL Server, ER Studio, TOAD
  • HP Quality Center, HP Load runner, HP Quicktest Pro
  • Software Development Life Cycle, MS Project, Visio, Crystal Reports
  • Microsoft 10/Legacies, Unix, Adobe Premiere, Photoshop, After Effects
  • Agile, Scrum, Git, User Acceptance Testing
  • Acceptance Criteria
  • Continuous Deployment
  • Sprint Planning
  • Solution Architecture
  • Coding Guidelines
  • Maintaining Quality Assurance Standards
  • Bug Fixes
  • Restful API
  • Hardware Integration

Timeline

SENIOR SERVICENOW TECHNICAL LEAD

KEYBANK, KEY CORP
04.2021 - 12.2021

SERVICENOW DEVELOPER /BUSINESS ANALYST /ADMIN

ALBANY MEDICAL CENTER
03.2020 - 03.2021

TECHNICAL SUPPORT SCCM MANAGER

SERVICENOW TIER, NYS INFORMATION TECHNOLOGY SERVICES
01.2016 - 03.2020

QA TESTING MANAGER

NYS, OF THE MEDICAID INSPECTOR GENERAL
09.2012 - 01.2016

LEAD SOFTWARE ENGINEER

NYS OFFICE OF THE MEDICAID INSPECTOR GENERAL
08.2006 - 09.2012

SENIOR SOFTWARE DEVELOPER

NYS DEPARTMENT OF HEALTH
03.2002 - 08.2006

NETWORK TECHNICIAN SPECIALIST

STATE FARM INSURANCE COMPANY
09.2001 - 03.2002

Associate of Arts - Individual Studies

Hudson Valley Community College

Similar Profiles

CREATE PROFILE
Terrell Mclaughlin