Shay Holtzendorf

ServiceNow Developer

CACI International

Apr 2024 - Sep 2025 (1 year 6 months)

• Developed Enterprise solutions for ITSM, CMDB, Virtual Agent with Now Assist. • Experienced and comfortable developing custom solutions in ITSM, CSM, SAM, Virtual Agent, Chat making use of Catalog Items, Variable Sets, Record Producers, Interceptors, Custom Service Portal Widgets, UI Pages, Glide Modal, AJAX, Flows, Workflow Studio with enterprise solutions written for go live of approximately 880000 Service members of the US Airforce and SpaceForce.

B

ServiceNow Request Management and CSM Developer

Blackstone Technologies, US Marshalls ITD Helpdesk

Dec 2022 - Apr 2023 (5 months)

• Performed Requirements gathering, Analysis, Design, UI, Workflow and Application Development activities for the US Marshalls. Facilitated rollouts of new applications, enhancements, and new modules (CSM, ITSM). • Implemented ServiceNow customizations including, but not limited to: Scoped Applications, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, and scheduled job executions (Javascript, HTML, Angular JS, and AJAX) • Developed clear technical process documentation to include the use of knowledge bases module for documenting workarounds and fixes. • .Trained personnel on rapid developed applications using ITIL best practices for implementing the ServiceNow Platform.

S

ServiceNow Developer

Swingtech Consulting

Aug 2022 - Apr 2024 (1 year 9 months)

• Provide end-to-end solutions around ITIL Processes, ServiceNow Product line Implementations (ITOM, ITBM, ITSM, CSM), Consulting, Software development, and Support for DODEA Department of Defense Education Activity. • Implements PDF Generation and ServiceNow e-signature custom applications for approvals. Used UXStorm PDF creation tool to automate reverse engineered UI Forms, and reports from ColdFusion. • Assist Business Analyst in Stories and story point creation for each Sprint, backlog grooming, and capacity planning sessions. • Provide architect with XML integrations to export custom application records to client on a scheduled basis for payments processing.

D

ServiceNow CSM Developer

Deloitte -

May 2021 - Oct 2022 (1 year 6 months)

• Worked Level 1, Level2 Helpdesk ITSM incidents as a Systems Administrator, Business Analyst, and Developer • Implemented CSM with CSM Chatbot. • Implemented, customized front-end development to facilitate the onboarding process for parents to register their children (TN Childcare). Business requirements were already in JIRA stories. CSM was built in the global space, integrations with other applications to enhance the customer experience and provide an easy enrollment process. • Customized the Case Forms in CSM. • Handled defects and support issues in CSM. • CSM Chat Bot • Provided requirements gathering, handled day-to-day requests to simplify business processes.

ITSM ITIL Cloud Software Implementation Specialist

Accenture

Jan 2020 - Jul 2020 (7 months)

• Attended Microsoft Team Meetings for deep-dive research into modern DevSecOps Tools. Achieved Certification in Orlando ServiceNow Systems Administrator, • Developed back-end configuration for custom scoped app in ServiceNow Platform for proof of concepts and internal workflow needs. • Accenture was chosen to process all incoming small business loans (SBA) using small banking commercial lending software and each team member was assigned a list of loans for processing in accordance to the SBA relief fund.

Technical Support Engineer

ServiceNow

Jan 2017 - Jan 2018 (1 year 1 month)

• Provided software engineering solutions for a global ITSM Cloud Platform with a very large customer base. • Delivered solutions globally for REST API, SOAP Web Services, Qualys Vulnerability Suite, LDAP, SSO, Script Includes, Glide System API, BI Reporting, Inbound Actions, Email/SMS Notification, Incident Management, ITSM, ITAM, Service Management, CMDB SCCM, ESS Service Portal, Change Management, HR Case Management, Service Station, JIRA, SAML, and O-Auth Integrations (modules include Incident, Change, Request, Case, and Catalog).

Software Solutions Engineer (Secret Clearance)

Deloitte Consulting LLP

Jan 2015 - Jan 2017 (2 years 1 month)

• Presented consulting services to financial and accounting clients via VB and C# .Net new development for U.S. Marine Corp. purchasing and document routing system. • Implemented technologies including ASP.Net 4.6. 1, Webforms, CSS, JavaScript, JQuery, AJAX, Crystal Reports, TSQL, SSRS, SSIS, Microsoft Enterprise Library, Entity Framework, and Web Services. • Designed and implemented contract and consumer web services using xlt and xml for data acquisition into government PRDS procurement portal.

D

IT Systems Technology Software Engineer

DEPARTMENT OF STATE - Naval Weapons Station

Jan 2013 - Feb 2013 (2 months)

• Performed complex product design activities, which required extensive research and analysis of current accounting batch software and documentation in Control-M, dos batch, and command shell scripts. • Oversaw the functional integrity and proper operation of all assigned State Department Information Systems.

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ERP Programmer Analyst & Software Engineering (Secret

LOCKHEED MARTIN - IS&GS, Marines GCSS-MC

Jan 2013 - Jan 2015 (2 years 1 month)

• Scrum team member for Oracle EBS R12 upgrade assisting with agile software development, testing and implementation of US Marines Global Enterprise Resource Planning Software System. Conducted unit testing and integration testing for completion of the assigned stories and feature groups during the agile method of software development. Attended Scrum Master training. • Collaborated with team members to review functional requirements and translate them into future upgraded system design and new or modified RICE documentation.

B

IT Systems Technology Analyst/Software Developer/Database Engineer (Senior Lead

BOEING COMPANY - Boeing Research & Technology

Jan 2009 - Jan 2013 (4 years 1 month)

• Conducted systems analysis, planning and implementation of secure manufacturing tooling network enclaves. • Delivered custom software development with emphasis on heavy development in the Windows environment. • Implemented solutions throughout development process (specification, documentation & quality assurance). • Developed, tested and sustained secure RDBMS database with applications using windows forms and various reporting technologies including Crystal, SSRS, HTML, Excel, and Access. • Researched problems discovered by QA or production support and developed rapid release solutions. • Created Numerical Control Programming scripts for manufacturing assembly tooling machines.

E

EDI Software Developer

EBSCO Industries

Jan 2008 - Jan 2009 (1 year 1 month)

• Developed software in support of publishers for magazines, news articles, and online journalism using Visual Studio 2008 .NET with VB .Net, ADO.Net, SQL Server SSIS and stored procedures. • Analyzed current systems and performed database migrations, and system improvements. • Produced and provided Web based reporting tools for project management.

B

Systems Coordinator – Manager

BBVA Compass Bank

Jan 2003 - Jan 2008 (5 years 1 month)

• Managed the Information Systems Department for Collections and Dealer Commercial Services divisions. • Performed quarterly systems analysis for COTS. • Supervised all testing, user acceptance, and implementation of network software for Dealer Commercial Services Division and Collections Division of Compass Bank. • Developed in Business Intelligence Studio software, Siebel Analytics, Excel, and Crystal Reports with Oracle and SQL Server databases for distribution of reporting on all banking information systems.

E

Business Analyst &Programmer

EMAGEON INC.

Jan 2002 - Jan 2003 (1 year 1 month)

• Examined business requirements for the development of customizable software for Sales and Marketing Team. • Created Access databases and Excel spreadsheet applications to provide User Interface tools for service, product offerings, and cost benefit analysis.

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