GlideFast Consulting

Vice President of Training

Deliver training focusing specifically on the ServiceNow platform from ITSM to ITOM.

Director Of Training

ServiceNow

I owned, developed, and supported the following ServiceNow ITOM courses:

ServiceNow Discovery
ServiceNow Event Management

As well as the following Certified Implementation Specialist Exams:

ServiceNow Discovery
ServiceNow Event Management

Curriculum Developer

Taught the following ServiceNow courses live and virtually.

System Administration - 3 days
Project Portfolio Management - 2 days
Asset Management - 3 day
Scripting in ServiceNow - 3 days
Advanced Admin - 2 days

Senior Technical Trainer

eBay Enterprise

Perform the following tasks for an ITSM application called CA Service Desk Manager with a user base of over 750 focusing on the improvement of the user interface to increase use and reduce the amount of time spent per user in the tool to complete a task.

*L1, L2, L3 support
*Development
*Knowledge of proprietary lan
*Technical training
*End user training
*Process workflows
*Business Objects reporting
*Automated report delivery
*Project Management 
*Internal and External Customers
*SQL Server

Software Engineer

Verizon Business

24/7 initial point of customer escalation for a national customer support center serving 3000 clients. I submitted weekly reports on 15 employees used in merit pay increases while authoring and maintaining customer support training manuals. My ability to streamline the organization by automating customer requests and support functions led to significantly improved processes and procedures. Designed multiple reports used to implement workflow of L1, L2 support and was the main resource for the transition from the Remedy ITSM application to a home grown application designed by Verizon IT.

*Remedy
*ESPRESSO - Verizon's home grown event monitoring tool
*ETMS - Verizon's incident management tool

Team Lead

MCI Worldcom

Performed level one triage for managed, enterprise, and collocation products via customer calls, emails, and event monitoring. Daily tasks included troubleshooting customer problems, providing detailed explanations of network latency found in trace routes, and investigating connectivity alarms generated via SNMP traps, port queries and ICMP echo requests. Trained with network engineers responsible for maintaining Cisco and Juniper routers that handled all data center traffic.

Web Customer Technical Support Technician

Twenty years of experience in developing IT applications, managing support organizations, and technical training. My recent efforts center around ServiceNow training with GlideFast Consulting. 

I am driven by delivering courses that improve class participants' ability to perform their job duties while using different techniques to deliver the content so that much of the material can be retained after the course is over.

Specialties:
*Instructor Led Training - Live
*Virtual Instructor Led Training
*ServiceNow Platform
*Curriculum Development
*ITOM
*Incident Management
*Problem Management
*Knowledge Management
*ITIL Framework
*CA Service Desk Manager
*Application Management
*Asset Management
*Project Management
*Demand Management
*JavaScript
*Scripting in ServiceNow

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