George Crittenden
ServiceNow DevOps Engineer
Professional Status
Consultant
Available
About Me
As a long-time DevOps Engineer (15+ years), and now a ServiceNow Developer/Admin for 9 years, I have significant experience working with various systems, integrations, and successfully completing projects to serve assorted IT infrastructure stakeholders.
Adjunct Instructor (Cisco CCNA)
Bread of Life Academy
Since January 2024
- Provide virtual instruction for Computing Technology, CyberSecurity, & Enterprise Networking (Cisco Academy-affiliated)
- Intermediate training in configuration management, computing diagnostics, & resolution strategies for Cisco-based Enterprise Networks
Detailed Description
- Provide quality and technically relevant instruction, assessment, and feedback in lecture and laboratory
- Teaches material from approved curriculum; Construct tip sheets & other approved materials needed for delivering effective instruction
- Monitor student performance to make suggestions for improvement and to ensure satisfaction of course standards, training requirements, and course objectives
- Motivates students to actively participate in all aspects of the educational process
ServiceNow Developer (Contract)
Software Tech Enterprises
December 2023
to April 2024
- Provide application development & systems analysis for ServiceNow enterprise infrastructure within federal IT project operations (USUHS).
- Develop ServiceNow feature enhancements, remediate defects, & implement infrastructure integrations as part of Agile development process.
Detailed Description
- Organize SDLC development tasks & testing of user-reported solution defects & feature enhancement requests
- Develop Service Portal Catalog Items & Record Producers compliant with stakeholder requirements
- Publish feature summary documentation & training content videos for application end users & stakeholders
- Promote technical delivery across project execution lifecycle (Requirements, Design, Build, Test, Deploy, & Support)
Enterprise Architect
TierPoint
July 2021
to September 2023
- Establish approaches for integration of enterprise processes, data, & applications with the ServiceNow platform.
- Develop ServiceNow feature enhancements, remediate defects, & diagnose infrastructure integrations as part of Agile development process.
Detailed Description
- Integrate, develop, & grow the ServiceNow platform as operational process and data hub
- Organize SDLC development tasks (Scrum Lead) & testing of user-reported solution defects & feature enhancement requests
- Configure & build technical solutions within ServiceNow which maximize reusability & create low technical debt
- Develop Service Portal Catalog Items & Record Producers compliant with stakeholder requirements
- Coordinate CMDB maintenance & Data Loads (via Integration Hub ETL, & Import Sets)
- Advise organization stakeholders on ServiceNow platform best practices to create lasting value & enhanced experiences
- Coordinate requirements review with business & process leaders to ensure solution suitability for existing IT ecosystem
- Construct framework to help instantiate & manage organizational Citizen Developer Community for ServiceNow
- Mentor resources to collaborate buildout of internal & external customer support on the ServiceNow platform.
IT Operations Process Lead
Hewlett Packard Enterprise
October 2020
to July 2021
- Coordinate requirements gathering for ServiceNow system integrations, platform optimizations, & work reduction through automation.
- Develop operations runbook documentation, Steer process improvement efforts, & Help drive standardization in Agile development practices.
Detailed Description
- Design automated software and product upgrades, change management, & release management solutions
- Develop ServiceNow dashboards & reporting to aid troubleshooting & visualization of systems performance
- Coordinate CMDB maintenance & Data Loads (via Import Sets & manual CI Bulk Edits)
- Consolidate existing Catalog Items into bundled Order Guides to reflect simplified business processes
- Engage with development to test software for reliability and scale, ensuring minimal refactoring or changes
- Troubleshoot priority incidents, facilitate blameless post-mortems, & ensure permanent closure of incidents
- Organize SDLC development tasks, testing of user-reported solution defects and feature enhancement requests
ServiceNow Developer (Contract)
Leidos
September 2019
to March 2020
- Provide application development & operational change management tasks for ServiceNow enterprise infrastructure to minimize customer outages and service impacts within federal IT project operations (DOD USAF).
- Develop ServiceNow feature enhancements, remediate defects, & implement infrastructure integrations as part of interactive Agile development process.
Detailed Description
- Organize SDLC development tasks & testing of user-reported solution defects & feature enhancement requests
- Coordinate application release deployments for self-hosted ServiceNow ITSM implementation (J2EE/Apache/Tomcat)
- Organize CMDB maintenance & Data Loads (via Import Sets & manual CI Bulk Edits)
- Develop Service Portal Catalog Items & Record Producers compliant with stakeholder requirements
- Align change management scheduling of systems maintenance, enhancements, & vendor fixes into production environments
- Coordinate defect reporting & resolution of operation issues with 3rd Party application development & vendor support
- Publish feature summary documentation & training content videos for application end users & stakeholders
- Contribute to Continuous Improvement processes & procedures including automation and documentation
- Promote technical delivery across project execution lifecycle (Requirements, Design, Build, Test, Deploy, & Support)
Sr. Tools Engineer
AIG
May 2015
to March 2019
- Provide development, testing, & enterprise application support for ServiceNow ITSM infrastructure.
- Responsible for monitoring core infrastructure services & coordinating resolution of global break fix issues aligned within AIG Global Services organization.
Detailed Description
- Coordinate application management & monitoring for self-hosted ServiceNow ITSM implementation (J2EE/Apache/Tomcat)
- Organize CMDB maintenance & Data Loads (via Discovery, Integration Hub ETL, Import Sets, or manual CI Bulk Edits)
- Align Discovery schedule automation & patterns to populate CMDB content per stakeholder requirements
- Construct Service Portal Catalog Items & Record Producers compliant with stakeholder requirements
- Systems administration activities for production server systems (RH Linux, AIX, Solaris, & Windows)
- Validate application performance & SLA compliance via vendor tools & custom instrumentation (Nimsoft/SPLUNK/SolarWinds)
- Coordinate configuration of SCOM management packs for targeted applications (J2EE/Apache/Tomcat, WebLogic, SQL Server, MySQL)
- Contribute to Continuous Improvement processes & procedures including automation and documentation
- Customize SQL updates for production databases (Oracle, SQL Server) relevant to ITSM operations
Adjunct Instructor (Computer Information Technology)
LONE STAR COLLEGE SYSTEM
Since November 2009
- Computer terminology (hardware, software, & operating systems)
- Enterprise Networking (network protocols, routers, & switches)
- Application Software (HTML, word processing, spreadsheets, databases, presentation graphics)
- Programming Fundamentals (HTML, VB.Net)
Lead Engineer
JPMORGAN CHASE
March 2014
to May 2015
- Provide 24/7 systems support & enterprise infrastructure management designed to minimize customer outages and service impacts.
- Responsible for monitoring core infrastructure services & resolving global break fix issues aligned within CCB CTO organization including Distributed, Storage, Mainframe, & Batch operations.
Detailed Description
- Coordinate systems administration activities for production enterprise J2EE systems (WebSphere/Apache/Tomcat)
- Systems administration for production server systems (Solaris, AIX, RH Linux, & Windows)
- Manage application-centric data center network service activations and suspensions (Cisco ANM/AppViewX)
- Coordinate workflow tuning for proprietary BPM applications [Pega Rules Process Commander (PRPC) framework]
- Validate application performance & SLA compliance via vendor tools & custom instrumentation (Tivoli/SPLUNK/log analysis)
- Coordinate defect reporting & resolution of operation issues with application development & software vendors
- Align change management scheduling of systems maintenance, enhancements, & vendor fixes into production environments
- Coordinate systems tuning for enterprise monitoring: (Tivoli, Netcool) & batch operations: (Control-M / Autosys / ITPAM)
- Customize SQL updates for production databases (Oracle, Sybase) relevant to banking back-office operations
- Contribute to Continuous Improvement processes & procedures including automation and documentation
Application Systems Analyst (Contract)
MD ANDERSON CANCER CENTER
June 2012
to March 2014
- Provide technical design, testing and system documentation for ICD-10 system remediation effort for the MedAptus application.
- MedAptus is a revenue capture application that enables physicians to review, document and submit patient & laboratory medical billing charges.
Detailed Description
- Coordinate enterprise connectivity (HL7) and application data flow details according to system design documents.
- Align change management scheduling of systems maintenance & vendor fixes into production & test environments.
- Use SDLC processes to organize testing (20 systems) according to product specifications and design documents.
- Coordinate defect reporting & resolution of operations issues with IT administrators, contractors, & software vendors.
- Deliver training & documentation on systems administration tasks for clustered Windows server environments.
- Customize SQL test queries to validate SQL Server database connectivity & medical encounter report outputs.
Support Engineer (Contract)
JPMORGAN CHASE
May 2011
to March 2012
- Provide 24/7 systems support & enterprise infrastructure management designed to minimize customer outages and service impacts.
- Responsible for monitoring core infrastructure services & resolving global break fix issues aligned within GTI GSO organization including Distributed, Network, Storage, and Batch.
Detailed Description
- Systems administration for production server systems (Windows, Solaris, AIX, & RH Linux).
- Manage operation of enterprise network devices (routers, switches) & telecommunication data circuits (T1, Frame Relay).
- Coordinate VLAN configurations & Cisco VOIP phone operations for retail branch network
- Validate enterprise data archival & restores: (NetBackup) & review iSCSI instrumentation output for SAN operations.
- Coordinate defect reporting & resolution of operations issues with contractors, telecommunications, & hardware vendors.
- Align change management scheduling of systems maintenance & vendor fixes into production environments.
- Coordinate systems tuning for enterprise monitoring: (Tivoli, Netcool) & batch operations: (Control-M / Autosys).
- Contribute to Continuous Improvement processes & procedures including automation and documentation.
- Coordinate VMWare (4.x) virtual machine configurations for production servers (P2V & B2V conversions)
Application Systems Engineer (Contract)
WELLS FARGO
May 2010
to May 2011
- Provide application testing & software technical support for image payment processing operations (ImageMark Transaction Manager) used to verify banking transaction integrity for UNIX & Windows platforms.
Detailed Description
- Troubleshoot & debug ImageMark application failures on enterprise Windows & Unix systems.
- Perform modeling and simulations to verify enterprise ImageMark program deployments.
- Validate test data preparation & review test program debugging instrumentation output.
- Coordinate defect reporting & resolution of operations issues with partner software vendors.
- Use SDLC processes to validate product code & organize testing according to product specifications and design documents.
- Systems administration for lab systems used for QA & unit-testing of product maintenance (Windows, Solaris, & Linux).
- Coordinate SQL updates for Sybase databases relevant to balancing integrity for banking transaction processing.
- Align schedule of vendor product fixes published via FTP for installation into production & test environments.
- Customize VMWare (4.x) virtual machine configurations for lab system validation
Technical Support Engineer (Contract)
SYMANTEC
January 2010
to August 2010
- Provide software technical support, applications tuning, & systems administration for enterprise IT audit & policy management products (Control Compliance Suite) for UNIX & Windows platforms.
Detailed Description
- Troubleshoot & debug application failures on enterprise Windows & Unix systems
- Deliver training on product features (Active Directory Reporting) for internal & external audiences.
- Customize virtual machine configurations for lab system validation (VMWare 3.x, 4.x)
- Compose reporting automation to provide status details for field support issues
- Validate configurations from field production issues to duplicate reported product defects
- Use SDLC processes to validate product code & organize testing according to product specifications and design documents
- Systems administration for lab systems used for QA & unit-testing of product maintenance (Windows, RH Linux, & AIX).
Operations Engineer [Systems Administrator]
QUANTLAB FINANCIAL
January 2008
to March 2009
- Provide systems administration, operational change management & 24/7 on-call support of proprietary Windows & Linux electronic trading systems used within high frequency hedge fund trading operations.
Detailed Description
- Administer deployment, testing, & configuration of production market trading systems
- Integrated event management, automation, & notifications into HP OpenView infrastructure monitoring
- Troubleshoot & debug application failures on Windows & Linux systems in conjunction with trading operations
- Contribute to enterprise change control, business continuity, & disaster recovery project planning
- Monitor, manage, & validate data network circuits to exchanges & trading partners
- Utilize systems & network management tools (HP-SIM, Cisco Works, SolarWinds, Microsoft SCOM, etc.) to monitor and maintain IT systems infrastructure.
- Coordinate with customers of broker-dealer affiliate, exchanges, & ECNs in testing systems connectivity, and the maintenance of vendor interfaces.
- Distribute organizational project updates, maintain Visio documentation detailing systems integration & functionality.
- Coordinate SQL updates for Oracle databases relevant to trading of currencies, futures, & commodities contracts
Technical Support Analyst [WebSphere Administrator]
BMC SOFTWARE
August 2003
to January 2008
- Provide WebSphere J2EE e-commerce technical support, applications tuning, & administration for PATROL (Unix & Windows) & MAINVIEW (z/OS) family of management products (WebSphere & MQ).
Detailed Description
- Organize testing of WebSphere Network Deployment multi-node cell configurations with cluster and J2EE Failover support
- Analyze WAS runtime metrics to determine tuning recommendations for heap size & garbage collection
- Coordinate installation, configuration, & deployment of application packages (AIX, Solaris, HP-UX, Linux, Windows, z/OS ).
- Provide JACL & Jython scripting automation to support administrative configurations and application deployment.
- Coordinate product integration testing, delivery of product enhancements & patches for z/OS & distributed platforms
- Troubleshoot problems with application message queuing to WebSphere MQ infrastructure.
- Publish status communications & product reporting to SharePoint intranet repository.
Product Developer
BMC SOFTWARE
October 2000
to August 2003
- Software development & support of PATROL KM products used for e-business monitoring & Internet infrastructure management on UNIX & Windows platforms.
Detailed Description
- Contribute software development & support of PATROL KM products used for e-business monitoring & Internet infrastructure management on UNIX & Windows platforms.
- Organized testing of HTTP Servers such as Microsoft IIS, Netscape, Apache, Tomcat and other standard Internet servers, such as DNS,FTP, LDAP, & SMTP.
- Use SDLC processes to implement product code according to product specifications and design documents
- Systems administration for lab systems used for QA & unit-testing of product maintenance (Solaris, HP-UX, RH Linux, AIX).
- Deliver training on product features for internal & external audiences.
Systems Programmer
BMC SOFTWARE
February 1998
to October 2000
- Customized PATROL EAI systems management framework on UNIX & Windows platforms to develop & implement aspects of Enterprise Monitoring, Management, & Reporting solutions.
Detailed Description
- Implement SNMP & shell scripting to integrate monitoring of applications & network infrastructure.
- Integrate monitoring tools (BMC PATROL, HP OpenView, Concord Network Health, Control-M) into systems framework
- Integrated event management, automation, & notifications into HP OpenView infrastructure monitoring
- Coordinated batch scheduling (Control-M) for distributed systems jobs automation, shell scripts, and file transfers
- Managed event correlation within HP OpenView to interpret infrastructure dependencies
- Communicate scope of integration to Operations, Sales, and Executive audiences.
- Composed documentation detailing administrative tasks, systems functionality, and integration.
- Implement monitoring & SQL tuning for Oracle Applications suite used for corporate financial reporting
Systems Administrator (Contract)
ROBERT SHIELDS & ASSOCIATES
March 1997
to February 1998
- Provided UNIX/Windows systems administration for BMC Software IT department.
Detailed Description
- Established scripting tool to consolidate & streamline administrative processes.
- Enabled systems and account access for corporate user environment.
- Provided UNIX systems administration support for DNS gateways and other proprietary network systems.
- Configured Solaris TCP/IP metrics to accommodate network service requirements.
- Assuring service levels for delivery of mail (POP Mail) and Web services (HTTP).
- Provide systems automation & administration with C, Perl, & UNIX shell scripting