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George Crittenden

ServiceNow DevOps Engineer

George Crittenden
Professional Status
Consultant
Available
About Me
As a long-time DevOps Engineer (15+ years), and now a ServiceNow Developer/Admin for 5 years, I have significant experience working with various systems, integrations, and successfully completing projects to serve assorted IT infrastructure stakeholders.

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)
  • 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)
  • Systems administration activities for production server systems (RH Linux, AIX, Solaris, & Windows)
  • Promote technical delivery across project execution lifecycle (Requirements, Design, Build, Test, Deploy, & Support)
  • Organize SDLC development tasks & testing for reported solution defects & feature request enhancements
  • Validate application performance & SLA compliance via vendor tools & custom instrumentation (Nimsoft Monitor/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
  • Contribute to Continuous Improvement processes & procedures including automation and documentation
  • Coordinate workflow tuning for Self-Service Enterprise Password Reset Portal (Web & Phone IVR) [Courion (AAS) framework]
  • Customize SQL updates for production databases (Oracle, SQL Server) relevant to ITSM operations
  • Coordinate configuration of SCOM management packs for targeted applications (J2EE/Apache/Tomcat, WebLogic, SQL Server, MySQL)

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