Dylan Chumley
Taylor Mill
Summary
IT professional with over 7 years of experience in delivering effective IT solutions that enhance productivity. Proficient in various ITSM tools, particularly ServiceNow, with a strong ability to translate business growth plans into optimized system designs. Utilizes knowledge of emerging technologies to recommend enhancements to existing systems and hardware.
Overview
8
8
years of professional experience
4
4
Certifications
Work History
Technical Consultant
CDW LLC
07.2023 - Current
- Administered multiple ServiceNow accounts, overseeing licensing tracking, upgrade planning and execution, incident remediation, and reporting for various ServiceNow initiatives with emphasis on Continual Improvement.
- Identified and documented requirements for diverse business stakeholders to optimize value creation from ServiceNow tool
- Created ServiceNow solutions designed for challenging business requirements, featuring onboarding, offboarding, data imports, and hardware procurement.
- Attained certifications in ServiceNow's Now Assist AI platform to facilitate AI adoption across enterprises
Associate Consulting Engineer
CDW Servicenow Solutions
06.2022 - 07.2023
- Trained in diverse ServiceNow technologies with objective of becoming ServiceNow Technical Consultant
- Secured multiple certifications including Certified System Administrator (CSA), Certified Application Developer (CAD), Certified Implementation Specialist ITSM (CIS-ITSM), Certified Implementation Specialist Hardware Asset Management (CIS-HAM), and ITIL v4.
- Engaged with various Servicenow clients across roles including Administrator, Business Analyst, and Developer.
- Facilitated and directed workshops with ServiceNow clients to navigate Servicenow and ITIL best practices for maximizing end user value from Servicenow.
IT Service Technician
Western and Southern Financial Group
09.2021 - 05.2022
- Maintained a Service Catalog and Service Portal including involvement of multiple IT departments within the organization
- Using ServiceNow processes such as Workflow and Flow Designer for Catalog Item development
- Detailed reporting within ServiceNow for usage metrics and trends
- Perform Agile Story work within ServiceNow following SDLC standards
Service Desk Analyst
Western and Southern Financial Group
09.2019 - 09.2021
- Assisted with hardware and software troubleshooting for over 4000 end-users through phone, email, and Service Portal Self-Service channels
- Document all Service Desk incidents with extensive notes in ServiceNow and escalate where needed for end-user resolution
- Assisted with maintaining a ServiceNow knowledge base for end-users including creating instructional videos with programs such as Camtasia
- Performed hardware deployments where necessary
- Provided extensive work from home support with a focus on VPN/networking issues
- Assisted with account administration in systems such as Active Directory and Citrix
- Provided suggestions to management for process improvements to existing IT processes
- Assisted with the migration of the company from Windows 7 to Windows 10.
- Experience with macOS
Education
Bachelors degree - Software development
Western Governors University
Salt Lake City, UT12.2027
Skills
- Clear communication
- Customer service
- Organization and thoroughness
- JavaScript
- ITSM processes
- ITSM process owner
- Data reporting
- Technical documentation
- User training
- Requirement analysis
- Agile methodologies
- ServiceNow aptitude
- ServiceNow certifications
- ServiceNow administration
Certification
- Certified System Administrator (CSA) - ServiceNow
- Certified Application Developer (CAD) - ServiceNow
- Certified Implementation Specialist ITSM (CIS-ITSM) - ServiceNow
- Certified Implementation Specialist HAM (CIS-HAM) - ServiceNow
Timeline
Technical Consultant
CDW LLC
07.2023 - Current
Associate Consulting Engineer
CDW Servicenow Solutions
06.2022 - 07.2023
IT Service Technician
Western and Southern Financial Group
09.2021 - 05.2022
Service Desk Analyst
Western and Southern Financial Group
09.2019 - 09.2021
Bachelors degree - Software development
Western Governors University