Alonso Eloy Bayona

Specializing in ServiceNow development and working on enhancements to the tool, using best practices, in order to get the greatest benefit to support our business needs. Provide support for new features implemented, assist in architectural decisions, work with other teams in order to integrate with different applications, and troubleshooting any bugs that may arise.

My current project involves development and support of two separate ServiceNow instances with one running on Quebec and the other in Rome. My role is mostly as one of the lead developers and am also involved in some of the architectural decisions of the project. There are multiple integrations using a range of methods and new integrations will be added trying to use more of the flow designer and spoke capabilities. The team switched the way releases are deployed after I made a proposal based on prior experience and made some modifications with input from the team. The stakeholders for the project are increasing the size of the team since new modules will be added to the instance and the scope of the project is being expanded so that ServiceNow takes on a larger role going forward. Because of this we have to come up with better more streamlined processes to decrease technical debt, adopt best practices, clean the incident backlog, support and enhance existing functionality, increase the frequency of clones and upgrades, and provide users with a constant communication channel so they have visibility into all the deliverables produced in each release cycle. Responsibilities: • Working with business analysts and stake holders to understand the user story from which I would create the technical requirements needed to come up with an appropriate solution design. • Making changes to the development process currently used in order to achieve greater efficiency as well as having a better idea of the progress being made along the different parallel lanes that the team is working on. • Help improve and execute the upgrade process. • Offering technical advice or design suggestions as required to other team members in order to be sure various solution paths were explored. • Help make architectural decisions that will make the instances easier to maintain, less prone to unintended issues when deploying new changes, and promotes faster release cycles.

This project involved consolidating two existing instances into a new instance running Eureka. The two instances are running older versions of Service Now and have a considerable amount of customizations. All customizations have to be analyzed and merged on the new instance while taking into account that changes in Eureka would cause some of the custom code to need modifications. While the new instance is being constructed the development team still has to be able to support the two different production instances in place as well as work on enhancements for these instances. Major Implementation: • Helping in developing the strategy for merging the following modules: Incident, Change, Problem, Service Catalog, CMDB, and Knowledge. • Implementing some integrations with other systems using SOAP. • Configuring new catalog items and their corresponding workflows on the current instances. • Redesign and implementation of all of the incident management notifications. • Overseeing various export/import activities related to bulk updates of CIs as well as other custom table records. • Implementing Asset Management which was handled using the CMDB. Responsibilities: • Understanding the user story from which I would create the technical requirements needed to come up with an appropriate solution design. • Making changes to the development process currently used in order to achieve greater efficiency as well as having a better idea of the progress being made along the different parallel lanes that the team is working on. • Working closely with the off-shore team in order to make sure all tasks were moving forward. Offering technical advice or design suggestions as required to other team members in order to be sure various solution paths were explored. • In charge of coordinating update set movement between development, QA, and production system. • Provide detailed documentation for customizations being developed.

This project involved migrating all core modules from an existing IT Management system into Service Now. Major Implementation: • Implementing the SAML 2.0 integration in order to provide SSO with the existing entity provider used company wide. • Implementing the LDAP integration and configuring the transform maps required to populate user and group records. • Integration with the existing IT Management application through the use of SOAP messages and Inbound email actions. • Customization of the following ITIL processes in Service Now - Service request management, incident management, problem management, change management, knowledge management, CMDB, and Discovery. • Configuring new catalog items in order to replace the existing services being delivered and creating workflows for them. • Creating notifications. • Configuring the risk assessment plugin for use in the change management module. Responsibilities: • Understanding the user story from which I would create the technical requirements needed to come up with an appropriate solution design. • Utilize Agile scrum as our SDLC methodology. • Working closely with the off-shore team in order to make sure all tasks were moving forward. Offering technical advice or design suggestions as required to other team members in order to be sure various solution paths were explored. • In charge of coordinating update set movement between development, QA, and production system. • Provide detailed documentation for customizations being developed.

This project was an existing implementation of Service Now where there was a backlog of customizations to the different modules being used by the client. Major Implementation: • Customization of the following ITIL processes in Service Now – Service request management, incident management, problem management, change management, software asset management, project management, and knowledge management. • Configuring service catalog items and modifying existing ones to follow a set of standards. This included creating workflows and assignment routing records. • Creating notifications and working with the different process owners in order to get the greatest benefit without redundant information being sent out. • New user interface for service catalog homepage. • Created mechanism to pass catalog item variables to different SRM form fields in a user friendly format. Responsibilities: • Understanding the user story from which I would create the technical requirements needed to come up with an appropriate solution design. • Utilized Agile scrum as our SDLC methodology. • Provide estimates to the scrum master in order to be able to create a release schedule based on available resources. • Monitor near-shore team in order to make sure all tasks were moving forward. Offering technical advice or design suggestions as required to other team members in order to be sure various solution paths were explored. • Leading upgrade efforts when a new version of Service Now became available in order to utilize any new features without losing our own customizations.

Teaching introductory classes in Java and C++ programming as well as topics in information security and CISA certification.

Designing, developing and installing an inventory and point of sale system using JAVA Swing, JASPER Reports, Barbecue (Barcode Library) and PostgreSQL. Developing web application to manage our supply chain procedures using JAVA Servlets, JSP, JAVA El, AJAX, JQuery, Tomcat, and PostgreSQL. Involved in the decision making process that focuses on increasing sales and taking advantage of new business opportunities. Managing payroll, scheduling payments, and generating inventory and sales reports. Managing a team of eight workers. Trained other partners in the use of the inventory and point of sale system.

Developing a radiology information system (RIS) using JAVA web technologies (i.e. JSP, JAVA Servlets, Struts, Webstart), C# .NET, PostgreSQL, CSS, JavaScript and HTML. Involved in the process of gathering requirements by interviewing clients, generating a design based on these requirements, and implementing the design. Involved in the testing of individual modules of the web application as well as integration testing. Training new programmers so that their skill level and knowledge of the RIS increases at a faster pace. Debugging and maintaining existing code. Providing customer support as well as training both remotely and on-site for international and local clients. Working with other companies in order to integrate our RIS system with different technologies like Digital Dictation, and Voice Recognition software.

Programming web applications using JSP, Perl and MySQL. Working with development team in order to find solutions to customer problems and new requests. Researching C libraries to program transponders. Working with clients so that they are more aware of the status of their web site. Presenting projects to managers, and clients.

Testing computer simulators. Finding information relevant to the project by means of web searches, library research, and discussion with peers. Running benchmarks on computer simulators. Designing, implementing, and running micro-benchmarks on UTK and UTEP systems (Itanium, Power3, Pentium Pro, MIPS R10K, and MIPS R12K). Designing and implementing a variety of shell and Perl scripts to automate tasks. Aiding Dr. Teller in building her professional web site. Creating an online directory structure to hold all of our research related material and make it easily accessible. Aiding other team members in analyzing benchmark data. Writing programs to analyze data using least squares best approximation.

Co-Authored a paper for UGC 2003 Conference Proceedings: Moore, S., D. Terpstra, K. London, P. Mucci, P. Teller, L. Salayandia, A. Bayona, and M. Nieto. “PAPI Deployment, Evaluation, and Extensions,” Proceedings of Users Group Conference 2003, Bellevue, WA, June 2003. Honors and Activities Obtained Sun Certified Programmer for the Java 2 Platform, SE 6.0 certification. Attended RSNA 2004, RSNA 2005 and RSNA 2006, as an exhibitor for XIMIS Inc. Attended ECR 2007 as a technical advisor for XIMIS Inc. and met with Philips engineers while in Vienna to receive training on their Voice Recognition API