Bryon K.

Randle
(480) 245 – 0305
[email protected]

Service Now consultant with the ability to use strong technical background to analyze complex processes and develop
innovative solutions to challenges. Extensive knowledge of Enterprise SaaS Applications and Network Operations Center
for large enterprise level 24/7 trouble response team environment. Administration experience of upgrades,
implementation, API, buildout of process workflows, consulting on best practices in ServiceNow deployment using ITIL for
ITSM framework. 8 years’ experience utilizing tools integrated with ServiceNow and technically evaluating automated
systems.

CORE SKILLS AND COMPETENCIES

 ServiceNow HR, Virtual, CIS Disc  CMDB, Probes and Sensors,  Requirements gathering
Service Mapping/ CI Class and Documentation
Manager
 Business Process Modeling and  Functional Specifications &  Business Process Modeling and
Tools Service Catalog Design Tools
 Workflow building and  QA / Integration / Regression /  ServiceNow London Release
Application Development UAT Testing System Admin Certification
 User Support and Training  Discovery Scheduling, CI Class • AD Forest support of 5,000
Manager, CMDB & Mid Server users in domain enterprise
Management. network
TECHNICAL SKILLS

 Programming: JavaScript, CSS, HTML, Config of API’s and MID Server, Business Rules, UI Policies, UI Actions, Client
Scripts
and ACLs, Web Services, Dev Ops, Agile/ Scrum Methodology

 Applications Software Tools: ServiceNow London Release Certification, Orchestration, Discovery, SN

Versions, London , Madrid, Eureka, Orlando , Custom SN applications, Service Mapping, HRSM, Virtual Agent, JIRA,
IAM, SecOps, Solarwinds Orion, Splunk, Dell Secure works, MS Azure, Tableau, HP BMC, Salesforce, HP SiteScope,
Active Directory, Cisco, Nagios, SharePoint, ITSM, CA ServiceDesk, Science Logic, VmWare vMotion, DRS, AWS,
HRSM, KVM, SCCM , Google Cloud application

 ServiceNow: Service Catalog, Incident, Problem, Change, and Knowledge Management, Workflows, SLA
metric, API, s UI script, UI Actions, UI Pages, Business Rules and forms, Performance Analytics, Discovery, Incident,
Change, Problem Management, Service Portal, LDAP, SSO, Active Directory, Service Now Integration planning, Flow
Designer, Discovery, Service Mapping

PROFESSIONAL EXPERIENCES

FPL/NextEra Energy via Gravity IT Resources- ServiceNow Admin/Business Analyst – Juno Beach 04/2020 –
Present

 Enterprise level planning, process building with ITIL framework. Implementation and integration of ITSM, ITOM and
maintenance of CMDB processes.
 Develop, configure, and improve core and custom applications and work directly with end users to resolve support issues.
 Maintaining a Defect list as functional testing is performed and UAT testing by the client.  Facilitation of train the trainer
sessions.
 Contributing to the evolution of product roadmaps through investigative methods in customer needs, industry direction,
legislative consideration incorporates new features and functionality by ServiceNow.
JM Family Enterprises - ServiceNow CMDB Manager – Deerfield Beach, FL 12/2019 – April
2019

 Conduct Discovery, CMDB data modeling, pattern design and CI planning enterprise level CMDB and configuring MID
Servers and design populate CMDB reconciliation processes.
PwC Global (Remote)ServiceNow IT Business Analyst Consultant – Tampa Fl. 1/2019
-10/2019

 Implement and enhance ServiceNow platform and modules per business requirements.
 Support business processes in the platform by conducting integration task
 Identifying business requirements, requirements management, functional design, prototyping, process design
(including scenario design, flow mapping), testing, training, defining support procedures and supporting
implementations.
 Troubleshooting issues, identification of data integrity issues, data analysis and process flows for process improvement
opportunities
 Conducted Discovery of global PwC Business Services top down, CMDB Querying for large enterprise level CMDB
and configuring MID Servers.
C4 Planning/US SOUTHERN COMMAND - ServiceNow Admin/Developer Doral Fl. 10/2016-11/
2018

 Implement and enhance Service Now platform and modules per business requirements.
 Complete development, configuration and workflow administration to support business processes in the platform.
 Provide day to day operational support and maintenance including planned maintenance outages.
 Collect, consolidate and analyze service metrics to facilitate decision making related to service improvements. 
Conduct unit testing and install new modules, releases and version upgrades.
 Actively managed the life cycle of the platform. Address challenges of systems integration, compatibility, and
multiple platform integration.
 Monitor and fine tune application to achieve optimum performance levels.
 Configuration of Service Catalog and building catalog items through Record Producer with associated variables & variable
sets
 Monitoring the progress of known errors resolution and advising incident management staff on workarounds for
incidents and problems.
 Development of the upgrade project management plan/ Post-upgrade user acceptance testing and validation

SRR INTERNATIONAL - ServiceNow Admin – Riviera Beach Fl 7/2016-

10/2016

 Providing customization of client’s ServiceNow implementations, assisting with ServiceNow application developing
custom scripting implementations.
 Responding to technical and ServiceNow application configuration queries.
 Facilitating and managing application and module rollout.
 Perform assessments and listen to internal customers to understand and anticipate their business needs and determine
their priorities in the context of the overall enterprise and strategy.
 Coding in JavaScript

COX MEDIA - NOC Business Analyst/Support Engineer Phoenix, AZ 7/2015 –

6/2016

 Contributed significantly to strategic organizational goals regarding IT service delivery using ServiceNow and the ITIL
framework.
 Served as key resource to upgrade project, contributed to improved user experience and performed KPI reporting,
provided analysis and recommendations to senior management.
 Requirement gathering and validation of Service Catalog management for request fulfillment
 Responsible for the elicitation of business requirements from all business users and documenting the requirements
in a clear and concise manner that was readable and understandable by business and technical team alike.
 Analyzed and documented the “AS-IS” processes and created use-cases to depict the future actions of the system.

AAA INSURANCE INC. - Operations Bridge Support Specialist II Glendale AZ 4/2014 –

7/2015

 Responsible for the day to day operations of the AAA Insurance Exchange WAN/LAN using all applicable HP Network
and Systems Management Tools suite including, the director of configuration items, mapping of applications and
business services, handling enterprise server platforms, network, voice systems, security protocols and technologies.
 Proficient in event/incident management using ServiceNow SaaS. Proactive in scheduled deployment and
maintenance and works with monitoring organization to drive measurements and report on key service-level metrics.

HCL US – L1 Network Support Eng./ Sr. Analyst SCCM Deployment – Phoenix, AZ 2/2013 –
2/2014
 Responsible for troubleshooting and ensures implementation of SOP to minimize service disruption.
 Assist IT Support Team to resolve CIGNA Health enterprise WAN network issues within incident management lifecycle.
 Coordinates, owns and drives incident conference calls to ensure investigation and diagnosis remain targeted at
resolving the incident and restoring service. ServiceNow CRM trend tracking for data migration task.
 Project Lead for SCCM migration team in Mexico. Properly categorize and classify all incidents SLA request, and
resolve all level L1/L2 incidents onsite.
SYNTEL – NOC Engineer – Phoenix, AZ 9/2012 –
1/2013

 Responsible for monitoring and managing enterprise-wide network and system infrastructure Business Units.
 Validate problem descriptions and perform detailed problem diagnosis as well as track and update problems in
trouble–ticketing system.
 Monitor and support network, and system infrastructure, including servers, storage and facilities components within
the Phoenix Data Center.
 Assist in troubleshooting systems to maximize the integrity of individual servers, by following precise guidelines of the
Data Center Facility.

CERTIFICATIONS

ServiceNow Admin/London Release

Service Now Application Dev
ITIL v3
Foundations
Cisco CCENT
Network+
CompTIA

HIGHLIGHTS

Performs exceptionally in high pressure situations for DoD Army mission critical operations while at US Southern
Command. Advance troubleshooting skills, demonstrates ability to collaborate cross-functionally with teams in a fast-
paced changing dynamic business environment
Promoted to Project Lead for SCCM Migration Team in Mexico City and was able to minimize business impact despite
technical challenges.
Received EchoStar commencement medal for successful launch of new satellite for IPTV services
Self-starter with a passion for follow-through, assertive and keen to performing duties outside of scope.

EDUCATION

ServiceNow Online Training – System Administrator

Certification Coursera Online IT Self Study Coursework –
Ongoing/ Google Cloud
Udemy Cert of Completion ServiceNow Admin, GRC, ITSM, CIS Coursework
VMWare Education VCP-DT Course work/ Technical Certification
Tech Skills IT Institute – Cisco Certification Program
American Intercontinental University Atlanta, Georgia/London England- Bachelor’s in Broadcast Technology Career
Institute School of Arts – AA Degree in Media Communications