1. JOSEPH R. WILLIAMS
770-880-5711
ronniewilliams50@comcast.net
SUMMARY
Experienced IT Service professional and military veteran with 20 years’ experience as a leader or team
member designing, developing, deploying and maintaining ITSM tools and other supporting applications.
Solutions-focused, team-oriented IT professional with the broad-based experiences, leadership and hands-
on skills necessary to handle different roles in IT. Strong communication, collaboration and analytical skills.
PROFESSIONAL EXPERIENCE
MODEC International, Inc. – Houston, TX
ServiceNow Administrator
• Configured and maintained CMDB and Software and Hardware Asset Management System.
• Imported Purchase Orders from external system into ServiceNow.
• Defined requirements for and implemented a way to receive assets into Asset Management System
• Defined and implemented assignment rules to ensure CI’s were attached to Incident, Problem or
Change request.
• Maintained/developed and implemented procedures for tracking technology assets throughout their
lifecycles to disposal.
• Identified assets and arranged turn in of End of Lease assets
• Configured software license engine to help with company software true up audits track assignment of
the software product
• Functioned as a subject matter expert who coached Help Desk staff on Asset Management processes
and tools
• Stayed up to date on current technology by reading publications and attending Vendor meetings.
• Worked with users to define ServiceNow requirements and administer and configure the ServiceNow
platform.
• Created workflow activities to improve the Incident, Change, and Problem Management business
processes.
• Defined requirements for and implemented hierarchical approval process for Change Request.
• Assisted in the development and implementation of change/release control management processes
• Configured alerts and notifications to appropriate groups.
• Control system access and data security using ACLs.
• Creates reports, configure service level agreements (SLAs) in use in production to satisfy customer
requirements.
• Assisted with the implementation and maintained Service Catalog that allows users to request services
and products.
• Implemented Human Resources Module globalizing HR Depts.
• Implemented ServiceNow Orchestration which automates on boarding and off boarding activities which
frees up Service Desk personnel for other tasks.
• Customized User Interface (UI) policies, data policies.
• Created and modified custom UI actions, business rules and client scripts.
• Maintained ServiceNow Knowledge Base for regular and ITIL users.
• Defined the scope of testing within sprint cycles and releases
• Lead defect Triage Process in the Scrum meetings
• Articulated testing implications of developer solutions
• Facilitated setup and configuration of data in the test environment
• Coordinated test activities to support defect fixes.
• Works closely with Project Managers and End-Users to understand the new features
• Performed and led the tests of software to ensure proper operation.

2. JOSEPH R WILLIAMS
• Performed functional, regression testing on ServiceNow application.
• Entered defects in the ServiceNow SDLC module for tracking purposes.
TRANSCANADA. PIPELINES LTD. – Houston, TX 2009 – 2014
Senior Application Developer
• Developed custom solutions for business processes which reduced manual work by 30% and increased
the efficiency of the service desk by providing solutions to known challenges, including resolution of
problems at the first tier without escalation.
• Improved the change management process by implementing new software that allowed the advisory
board to keep track of ongoing changes including accurate reporting, augmenting the approval and
decision making process, and project management tracking.
• Configured Normalization and reconciliation jobs to populate CMDB.
• Added custom attributes to classes to facilitate customer requirements.
• Upgraded Remedy software to maintain the current level software and performed data migrations and
upgrades to the new Remedy system.
• Designed and created reports that allowed customers to track and measure their individual and team
performance for an IT environment which increased productivity by 15%.
• Provided customer support as a tier two and tier three Remedy administrators which increased users’
satisfaction.
• Installed and configured the automated ADDM system designed for automated discovery on the
corporate network that tracked all network devices, saving the company money and utilizing an effective
change management strategy.
OFFICE OF THE COMPTROLLER OF THE CURRENCY – Houston, Texas 2007 – 2009
(Stanley Associates)
Senior System Consultant
• Designed and implemented a cost-effective case referral solution designed to provide improved
productivity, streamlined operations, and faster resolution of customer complaints.
• Lead meetings with customers to gather and write requirement documents and software design
documents for the Office of the Comptroller of the Currency’s compliant referral express system.
• Configured software environment using Remedy Action Request Systems 7, Mid-Tier 7, and Distributive
Server Operations on development and production systems which provided maintenance support for all
Remedy-based applications.
BEARINGPOINT – Bellsouth Atlanta, Georgia 2005 – 2007
Senior Infrastructure Consultant
• Acted as lead infrastructure consultant for BellSouth, new customer service ticketing system hardware
and software environments that included development, pre-production, production, and Disaster
Recovery environment.
• Ensured hardware and software requirements were in accordance with Bellsouth standards.
• Designed and integrated Action Request System (ARS) with an external Siebel system using WebLogic
web server, XML, SOAP, Remedy web services, and J2EE to update ticket status to a Siebel system.
• Implemented software patches for both Remedy and J2EE applications.
• Provided technical solution support to project developers and testers.
CYBERTRUST, INC – Norcross, Georgia 2003 – 2005
Remedy Developer and Administrator
• Maintained the Remedy ARS 5.1.2 application environments and the NetCool via the Remedy/Netcool
Gateway.
• Kept software and hardware upgrades up to date and upgraded ARS 4.5.2 to ARS 5.1.2.
• Implemented Remedy Mid-Tier 6.0 running on Solaris and Apache web server.
• Adept at writing Perl scripts to supplement remedy workflow and implementing an email application to
allow quick customer notification of important events.

3. JOSEPH R WILLIAMS
• Developed standards and processes to support the incident and change management systems.
• Tasked with maintenance and design of new monthly, weekly, and daily customers reports using Actuate
v7 and Business Objects.
SCHLUMBERGERSEMA – Alpharetta, Georgia 1998 – 2002
Senior Remedy Developer
• Acted as team lead and developer responsible for coding ARS Perl scripts used to migrate data from
Configuration Management Version Control database to BMC Remedy.
• Created customized forms for configuration management and Data Base Administrator personnel to
track their specific requests.
• Created custom Service Level Agreements (SLAs) filters, and active links to meet user requirements.
• Configured Customer Relationship Management mail to notify the required personnel when a ticket was
created, status changed, was assigned, or an SLA was not met.
• Created trend status and other reports for middle and upper management.
• Performed an upgrade of Remedy ARS 4.0.3 to Remedy ARS 4.5.2 and of relational database from
Oracle 8.0.5 to Oracle 8.1.7.
EDUCATION
Bachelor of Science with Business Administration in Computer Information Systems – Hawaii Pacific
University – Honolulu, Hawaii – 1998
Associate Applied Science in Information Technology Management – Community College of the Air Force –
Montgomery, AL – 1995
TECHNICAL SKILLS
Hardware Sun Servers, HP Servers, Windows Desktops, Windows Servers Linux Servers
Software MS Office, MS Project, Test Director, LoadRunner, Remedy ARS 4.5.2, Remedy ARS 5.1.2,
Remedy ARS 6.3, Remedy ARS 7.0.1, Remedy ARS 7.1. Remedy Asset Mgmt 6.0 Remedy
Help Desk 6.0, Remedy Approval Server 6.0, Remedy Change Mgmt, Remedy Mid Tier 6.0,
Remedy Mid Tier 7.0.1, Remedy Mid Tier 7.1, Remedy DSO, Crystal Reports 10.0, Actuate
8, ASP, HTML, DHTML, JavaScript, JSP, Perl, ARS Perl, Rational Clearcase, VB Script, IIS,
UNIX, Oracle 10, SunOS, C++, Windows NT, IBM MQ Client, JMS Administration, Remedy
ARS 7.6.04, ITSM 7.6.04, C#, .Net, ADDM, Remedy Business Analytics, Business Objects,
Windows Server 8, Borland Silk Performer, AJAX, JSON, SOAP