David Pridemore

- Lead platform-wide governance and training initiatives. - Revamped incident, problem, and change management processes, streamlining standard changes. - Implemented Instance Data Replication for syncing Software Entitlement data across environments. - Automated email-to-ServiceNow workflow integration from Redlegg with enhanced security measures such as column level encryption and key management framework. - Orchestrated custom integration with Symantec Management Center to process proxy security exception

Implemented the Security Incident Response QRadar plugin to parse QRadar events as Security Incidents via field mapping Created custom Vendor Management and Legal Services applications to adhere to bank and financial regulations and guidelines Maintained and created catalog items, business rules, workflows, notifications, event driven scheduled jobs Upgraded development, test, and production instances from Orlando to Rome Primarily worked in the CSM, ITSM, and SecOps modules Implemented a net new code revi

Modernized legacy Service Catalog by transitioning from Workflow Editor to Flow Designer Managed several separate regional production instances while following strict data sovereignty guidelines Integrated with Jira using Jira’s webhooks and scripted REST API messages to digest and take action based on JSON response Built and deployed two new Service Portals for internal employees based on specific job function Created, configured, and deployed multiple virtual agent conversations with custom NLU models to

Performed all functions associated with my role at Trustwave Holdings while maintaining strict observance of FOCI and data sovereignty requirements.

Created and maintained ServiceNow catalog items, record producers, workflows, business rules, script includes, tables, and ACLs Implemented custom enhancements and widgets for new and existing business processes Integrated Zoom messaging webhooks with ServiceNow through a scripted REST API to provide improved incident module experience with conference room tracking and reporting for rapid incident responders Lead data integrity improvement efforts for cmn_location and sys_user through collaboration with Wor

Using Amazon Web Services such as Lex, EC2, and Lambda, created and maintained standalone chat bots and web apps to query incident and request status as well as automate common service desk tasks utilizing the ServiceNow API, Workflow Editor, and best development practices Wrote and performed automation tests using Cypress testing framework Requirements elicitation for internal tools and the creation of ServiceNow forms and dashboards Development work was heavily based in Javascript, Python, and PHP

Designed, developed, and deployed an internal e-mail templating tool for reporting lottery drawing numbers, sales, and liability information to company departments and the public Maintained and utilized specialized lottery computers and random number generators. Performed certified lottery drawings and completed all related documentation. Coordinated with the Multi-State Lottery Association, local media organizations, and used internal web administration tools to update the Tennessee Lottery Website

I maintained computer and audio equipment for Morgan University Center and Clement Auditorium. I set up laptops, projectors, amplifiers, microphones, speakers, audio/visual equipment, tables, chairs, and any other necessary equipment for events. I ran sound and lighting during university and community events in Clement Auditorium. I have experience running sound, video and lights with plays, concerts, lectures, and guest speaking events. I also created a continuity manual detailing the major functions, equ