Walters Ngwa
Glenn Heights,TX
Summary
Qualified IT Professional with 6+years of total experience including 5+ years of experience as a ServiceNow Developer and Administrator. Excellent verbal and written communication skills - able to present information, status, and issues in a clear and concise manner with the goal of driving to a decision.
Passionate, articulate, goal-oriented and dynamic professional with successful background in Requirement Gathering, Technical Documentation, and experienced Software Developer in ServiceNow .
Excellent analytical skills with proficiency in debugging and problem solving. I'm attentive to detail and have great problem solving abilities from operational and technical perspective. Possess the capability to work independently and in team setting, and the affection for learning and understanding new applications and technology.
Overview
9
9
years of professional experience
1
1
Certification
Work History
ServiceNow ITSM Developer
NASA Shared Services Center
Dallas, TX
02.2023 - Current
- Core competency areas include IT Service Management and IT Asset Management: Configuration item relationships, good knowledge of CMDB using ServiceNow Tool.
- Enhancements and Development in Event Management, Request Management and Service Catalog Management .
- Experience Developing ServiceNow applications from Business requirements and Technical design documents.
- Create, Test and Deploy Service Catalogs for NASA NSCC.
- Develop and improve t quality of tasks, events, notifications, and notification templates using Update Sets
- Employ flows to create business processes for requests in terms of group assignment, Task Description, and Tables.
- Create and manage form fields, Related list tabs and consolidate form views.
- Expertise on creation of Workflows for Service Catalog items in ServiceNow.
- Maintain Service level agreement (SLA) and monitor SLA Workflow.
- Expertise from Madrid through Vancouver Releases.
- Created Knowledge articles to document steps in creating catalog item.
- Built ServiceNow forms from scratch along with advance customizations at the level of UI Macros/UI pages as per complex requirements.
- Created countless Business Rules using GlideRecord operations
- Develop Catalog client scripts and UI policies to make client side changes.
- Created UI pages to use them in Catalog items, Implemented using UI scripts.
- Environment: Visual Studio Code, CSS, XML, JavaScript, SQL Server
ServiceNow ITSM/ITBM/ITOM Developer
Infosys Ltd.
Richardson, TX
06.2018 - 01.2023
- Infosys Ltd. is a multinational information technology company that provides business consulting, information technology and outsourcing services headquartered in Bangalore, Karnataka, India.
- Responsibilities: Involved in analysis of end user requirements and Business rules based on given documentation and worked closely with tech leads and Business analysts in understanding current ServiceNow system.
- Developed solutions in ITSM, ITOM and ITAM.
- Designed and implemented new functionality using UI Policies and Data Policy. Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
- Gather requirements, create, test and deploy Service Catalogs as per client need using record producer
- Participate in upgrade testing to ensure both out of the box and custom applications are functioning as designed.
- Manage customization tools but not limited to catalog client script, UI policy, UI actions, Script Includes, Workflow editor, REST API and Business rules.
- Load data into the CMDB and Asset tables by creating data sources and transform maps.
- Created custom applications in ServiceNow, using Studio , creating custom Widgets (HTML, Angular templates, Client Script, and Sever Script)
- Implemented integrations of ServiceNow with external applications.(Microsoft Graph) using APIs.
- Worked on creating users, roles, groups and load the data in service-now objects using import sets on daily, weekly, monthly and on request basis.
- Involved Creating scheduled jobs that run daily, weekly and monthly to push data into applications using Import Sets and Transform Maps.
- Generating weekly reports and metrics for IT management.
- Documented business processes, functional requirements Conduct information flow analysis, process modeling within and across multiple business streams.
- Provided training/Knowledge Transfer on service-now process, operations and capability to all required teams.
- Involved in production support for ServiceNow related issues.
Linux Systems Administrator
CGI TECH
Amarillo, TX
06.2015 - 01.2018
- Created and manage 20+ Red Hat Enterprise Linux (RHEL), CentOS, and VMware ESXi Servers.
- Configure and deploy Red Hat Enterprise Linux servers using Kickstart/Anaconda in support of development and production teams.
- Manage and monitor system performance and prevented resource exhaustion using sar, vmstat, iostat, and netstat.
- Created bash scripts (Custom) that automated tasks allowing more time on internal customer support.
- Collaborate with developers, testers, and managers using excellent verbal and written communication skills.
- Participate in weekly on-call support for production system during scheduled maintenance and outages.
- Configured and maintained web servers with 50+ end users
Math/MVC/C# Tutor
West Texas A&M University
Amarillo, TX
03.2015 - 05.2016
- Provided instructions to students at junior level in Pre-Calculus, Calculus 1 and Discrete Mathematics.
- Delivering strong focus on integrations, matrices, logarithms, derivatives, truth tables, sets, inductions, series and sequences
- Engage in tutoring in MVC, C# and Java programming basics, including classes, objects, constructors, Java operators, inheritance, strings and arrays.
Education
Bachelor of Business Administration - Computer Information Systems
West Texas A&M University
Canyon, TX05.2018
Bachelor of Business Administration - Accounting
West Texas A&M University
Canyon, TX05.2018
Skills
- Programming Languages
- Software Methodologies
- Tools & Utilities
- Scripting Languages
- Database
C#, Java, Python,SQL
SDLC, Waterfall, Agile, Scrum
ServiceNow, VS Code, Git, Jira board
JavaScript, Angular JS, CSS, XML, SQL Server, Powershell
MS SQL Server
Certification
- Certified ServiceNow Administrator
- Micro-Certification - Configure the CMDB
- Micro-Certification - Virtual Agent
Timeline
ServiceNow ITSM Developer
NASA Shared Services Center
02.2023 - Current
ServiceNow ITSM/ITBM/ITOM Developer
Infosys Ltd.
06.2018 - 01.2023
Linux Systems Administrator
CGI TECH
06.2015 - 01.2018
Math/MVC/C# Tutor
West Texas A&M University
03.2015 - 05.2016
Bachelor of Business Administration - Computer Information Systems
West Texas A&M University
Bachelor of Business Administration - Accounting
West Texas A&M University
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