Summary
Overview
Work History
Education
Skills
Languages
Certification
Websites
Accomplishments
Timeline
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Wilfredo Velasco

Richmond,VA

Summary

Skilled broad-base experienced ServiceNow professional with almost 2 years expertise delivering optimal Information Technology and Administrative industry service. Adept in requirements analysis, integration and automation. Maintenance and support, documentation, project implementation, and incident and knowledge management. Proven ability collaborating with cross functional teams ensuring best practices and quality standards adherence. Expert in JavaScript, Web Services, HTML, CSS, and ITIL processes and best practices. Views challenges as opportunities.

Overview

2
2
years of professional experience
1
1
Certification

Work History

ServiceNow Administrator

MTBF Bootcamp
Richmond, VA
02.2022 - 07.2022
  • Demonstrated proficiency of knowledge of the ServiceNow platform and products via instructor-led and on-demand coursework, case studies, and projects during a 5 month interactive reskilling program.
  • Conceptualized and configured custom applications within multiple ServiceNow instances using form configuration, scripting, Service Catalog configuration, Web Services, Homepage, Dashboard, and Service Portal.
  • Developed application that decreases the response time of customer feedback. Tool also served to increase customer satisfaction ratings over time.
  • Managed team project using Agile framework to create project plan, define roles, and determine tracking metrics to ensure a cross-functional understanding amongst project members.

ServiceNow Administrator

NextGen Externship
Richmond, VA
10.2023 - 12.2023
  • Collaborating to design, build, configure, test, document, and deploy new functionality as well as address current problems with the ITSM team, internal clients, and external partners.
  • Assist developing ITSM roadmap. Analyze and recommend emerging ITSM technologies that can provide benefit while reducing risk.
  • Configuration and management of User Accounts, Groups & Roles.
  • Updates & maintains a comprehensive testing protocol for Servicenow instance upgrades with the purpose of certifying all applications for use after the upgrade completes.
  • Provide end-user technical support to assist in resolving issues, answering questions and providing additional training as needed.
  • Monitor external system integrations as well as perform manual exports and imports as needed to support integrations.
  • Utilize ServiceNow to achieve better methods of efficiently responding to incidents and managing problems.
  • Define technical specifications and solutions through the analysis of requirements.
  • Configure, develop and unit test new functionality or bugs on the ServiceNow platform.incident response processes.
  • Create, update, and retire the parsing of email as inbound actions.
  • Working with SNOW SME to build and engineer solutions that add value to the IT Service Management organization.
  • knowledge and experience with the best practices of ServiceNow IT management processes.
  • In depth understanding of ServiceNow functionality and how ITIL processes can be implemented in ServiceNow including, but not limited to Incident Management, Change Management, Problem Management, and Asset Management.
  • Experience in Implementation, design, development, and documentation

Education

High School Diploma -

Liberty High School
Bealeton, VA
05-2020

Skills

Core Competencies:

Strong Communication Skills

Process: System Implementation, Process Automation, ServiceNow Best Practices

Applications: ITSM, HR Service Delivery, Customer Service Management

Modules: Flow Designer, Employee Service Center, Case and Knowledge Management, Reports and Dashboards, Agile Development

Database: CMDB, Microsoft Access

Software: Microsoft Office 365 (Word, Excel, PowerPoint, Outlook) / Microsoft Teams

Operating Systems: Mac / Microsoft Windows / iOS / Android / Chrome

Languages: HTML / CSS / JavaScript

Languages

Spanish
Professional

Certification

  • ServiceNow CSA- IN PROGRESS
  • ITIL 4 Certification- IN PROGRESS
  • Security (+)- IN PROGRESS

Accomplishments

  • NextGen with ServiceNow Alumni

Timeline

ServiceNow Administrator

NextGen Externship
10.2023 - 12.2023

ServiceNow Administrator

MTBF Bootcamp
02.2022 - 07.2022

High School Diploma -

Liberty High School

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Wilfredo Velasco