Summary
Overview
Work History
Education
Skills
References
Languages
Timeline
Generic

Lucia Rodriguez

Taunton

Summary

Obtain a position with a company that demands a knowledgeable, reliable, dedicated employee, with the energy and willingness to take on tasks and complete them on a timely basis. Accomplished Contractor offering six years of experience with special expertise in IT Service Management. Adept at overseeing subcontractors and working with architects to accomplish projects on time and within budget. Accomplished Contractor offering 25 years of experience with special expertise in IT Service Management. Adept at overseeing subcontractors and working with architects to accomplish projects on time and within budget. Travels to multiple customer locations to perform jobs.

Overview

25
25
years of professional experience

Work History

Contractor – IT Service Management Engineer

Morgan Stanley
Boston
01.2020 - Current
  • Support, Implement, Customize and Maintain Cherwell Modules Asset, Change and Incident according to ITIL practices.
  • Create and modify workflows according to new business requirements.
  • Lead and evaluate Cherwell Instance core setup, configuration, and customizations.
  • Participate in the ITAM process and work with various technical teams to acquire all Assets into the CMDB business objects.
  • Export and import records from Remedy Assets into Cherwell.
  • Create Business Objects in the CMDB and relationships within the Assets.
  • Automate the integration between Snow and Cherwell to update the CMDB on a nightly basis.
  • Facilitate and Lead meetings with stakeholders to gather requirements and fulfill requirements according to user needs.
  • Document and advise on the best solutions and present options to Stakeholders.
  • Maintain login accounts and data administration in Cherwell.
  • Provide documentation, reports to managers, assist and train Users in the Cherwell interface and how to use and utilize best practices on the application.
  • Provide feedback to departments and create processes to adhere to audit guidelines.
  • Create workflow processes to import Cherwell Assets into various applications. (ex: TAI Systems Catalog, TAI Data Warehouse and Service Now.)

Senior Site Reliability Engineer

Agero Inc
Medford
01.2013 - 01.2020
  • Support, Implement, Customize and Maintain Cherwell Modules Asset, Change, Event and Incident according to ITIL practices.
  • Document code and operation procedures for Cherwell platform.
  • Create and manage inbound email actions for multiple IT departments, group, server/application alerts.
  • Create Event in the Event Module for server and application issues.
  • Create and modify workflows according to new business requirements.
  • Cherwell Instance core setup, configuration, and customizations.
  • Utilize the Cherwell Service Catalog for users to create Service Requests and Incidents on the portal.
  • Work on Cherwell integration with LDAP and SSO implementation.
  • Implement Forms, backend workflow for all Cherwell Instances.
  • Integrated with 3rd party applications such as Slack, PagerDuty, AWS, and Splunk applications using web-based technologies such as REST API/Soap.
  • Experience with Business Rules, Scripts, and UI Actions and Scheduled Jobs in the Cherwell Application.
  • Experience with Cherwell’s Client, Web Portal, Browser Client and the Cherwell API.
  • Define the strategy and road map for the Cherwell Platform.
  • Contact stakeholders to gather requirements and fulfill requirements according to user needs.
  • Maintain login accounts and data administration on the Cherwell and Slack applications.
  • Develop, Test, Document and Implement all Cherwell instances on multiple sites.
  • Provide feedback to departments and create processes to adhere to audit guidelines including onboarding and offboarding automated reports for Departmental Managers.
  • Assist and lead special projects as necessary

Education

ITIL 4 Foundations Certification -

PeopleCert
01.2020

Cherwell CSM Administration Foundation Certification -

Cherwell Software
Colorado Springs, CO
01.2015

ITIL 3 Foundation Certification -

Global Knowledge
Cary, NC
01.2014

BMC Remedy AR System 7.X – Administering -

BMC Software Service Management
Waltham, MA
01.2008

Bachelor Degree - Business Management

American InterContinental University
Hoffman Estates, IL
01.2007

Skills

  • Cherwell
  • Snow
  • Tableau
  • Slack
  • XMatters
  • Splunk
  • AppDynamics
  • Zoom
  • Jira
  • Office 365
  • SCCM
  • SCOM
  • Skype
  • SharePoint
  • ITIL practices
  • Asset Management
  • Remedy
  • Remedy Developer Plus
  • WebEx
  • AirWatch
  • Send Word Now
  • Stakeholder engagement
  • Process documentation
  • Incident Management
  • Change Management
  • Configuration Management
  • ITAM
  • Technical Troubleshooting
  • User Training
  • Audit Compliance
  • Project Scope Assessment
  • Team Collaboration
  • Time Management
  • Staff Management

References

Provided upon request

Languages

  • Portuguese, Fluent
  • Spanish, Basic

Timeline

Contractor – IT Service Management Engineer

Morgan Stanley
01.2020 - Current

Senior Site Reliability Engineer

Agero Inc
01.2013 - 01.2020

ITIL 4 Foundations Certification -

PeopleCert

Cherwell CSM Administration Foundation Certification -

Cherwell Software

ITIL 3 Foundation Certification -

Global Knowledge

BMC Remedy AR System 7.X – Administering -

BMC Software Service Management

Bachelor Degree - Business Management

American InterContinental University

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