SUMMARY:

• Over 8 years and 3 months of experience in Information Technology, including 3 years of expertise in implementing end - to-end Service Catalog, Incident Management, Problem Management, Change Management, Service Level Agreements and monitoring Platform Performance.
• Designed, configured and implemented solutions using JavaScript and Ajax leveraging all appropriate components offered by Service-Now to meet specific business needs.
• Gathering requirements and converting BRD’s into technical requirements.
• Created design patterns & implementation plans for Service- Now enhancements.
• Understanding of IT service management (ITSM) and the ITIL business process. Creating and modifying existing workflows.
• Expertise in development of Applications involving J2EE technologies with Java, JSP, JavaScript, MVC Framework, XML, JDBC.
• Worked in various areas and having hands on experience in Retail and Banking domain.
• Having working experience in preparing documents using Visio, MS-word, MS-Excel.
• Experience in cloud applications and security associated with cloud computing (SaaS/PaaS environment).
• Good knowledge and understanding the business concepts and process of other integrated applications and ERP systems which includes Merchandising systems, IDM systems, ETL and EDW applications, Finance Team applications, Host systems, Store applications and Import team business process, Transport management systems, Application to Application data movement(A2A) and various Partner Management tools.
• Good Understanding on Hadoop Architecture and HQL.
• Ability to handle multiple tasks and work independently as well as a team member.
• Knowledge of SOA and associated technologies (WSDL, XSD, SAML) and RestAPI
• Experience in real time data flow from various internal applications via middle ware software like process monitor, MQ, FDQ and Bizlink Managed File Transfer method using FTP/SFTP transmission channel.
• Knowledge of Migration from one version to another, GRC Application and Active Directory / LDAP .
• Knowledge of disciplined software release build/deploy processes.
• Knowledge of integrating with internal and external applications and systems.
• Experience in creating Test strategies, Test Plan, Test data and validating the Test Results.
• Good Experience in performance tuning components and have very good exposure in reducingMIPS (Million Instructions per second).
• Extensive experience in relational database DB2 and writing application programs with exposure to DB2 Utilities.
• Well experienced in 24x7 Production Support which includes maintenance and enhancements etc. Solely responsible for maintaining the production systems.
• Proficient in stake holder expectation management, Scheduling, Prioritizing, Decision making, Problem solving, Time management, process improvement and Negotiation.
• Strong technical background and excellent interpersonal skills with an ability to interact with individuals at all levels.
• Highly accomplished at organizing and facilitating one-on-one discussions, workshops, and requirement elicitation sessions.
• Self-motivated with an ability to work independently to meet operational deadlines in a demanding fast-paced environment.
• Aggressive task approach, productive, work well independently or as any part of a team, quick conceptualizer.
• Excellent communication and presentation Skills with an adept to quality procedures while executing projects.

TECHNICAL SKILLS:

ITSM Tools: ServiceNow Berlin/Calgary/Dublin/Eureka/Fuji, ManageNow

Programming Languages: Core java, J2EE, C/C++, Shell Script

Scripting Languages: JavaScript, HTML, CSS, Ajax, XML

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum

Databases: Oracle 10g, MySQL

Database Tools: SQL Client, TOAD, SQL Developer

Version Control Tools: CVS, SVN

Operating Systems: Windows-98/NT/2000, Linux 7, UNIX

PROFESSIONAL EXPERIENCE:

Confidential, Raymond, OH

Service Now Developer/Administrator

Responsibilities:

• Involved creation of ServiceNow Applications, Modules, tables, columns as per requirements
• Involved in development of Service catalog which includes creating new catalog items, designing workflows for Change management.
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog and CMDB in ServiceNow.
• Involved in creating the Business Rules, UI Actions and UI Policies.
• Involved in LDAP integration with ServiceNow for obtaining users and groups
• Worked on integrating ServiceNow with external SOAP and REST based web services.
• Involved in the ServiceNow instance upgrade activities.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Involve in migration between various environments in Service-Now using update sets and import sets Worked with reporting in configuring Service Level Agreements (SLA).
• Experience working in ServiceNow versions Dublin, Eureka, Fuji, Geneva.
• Good working knowledge of the technologies web applications, networks, protocols and email (SMTP, POP3).
• Responsible for the acceptance, identification, storage and withdrawal of all supported CIs.
• Responsible for ensuring that all the CIs are registered and these records are correct and up to date.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Worked on CMDB from the scratch
• Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Strong experience in working on user interface applications and web applications using HTML/XHTML, CSS3, JavaScript, JQUERY, Bootstrap and XML.

Service Now Developer & Admin

Responsibilities:

• Customized UI Appearance for Incident, Problem and Change Management Application which is simple, intuitive and easy to use.
• Configuration of Email Notification .
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs.
• Responsible for access control, security, minor enhancements such as form or workflow editing.
• Responsible for gathering requirements and customizing Business Service Catalogs for Confidential organization from the scratch.
• Worked in the environment of Agile methodology.
• Worked with User Interface Designing of Interface design
• Worked with Advanced Reporting and Scripting
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates.
• Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.
• Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management .
• Worked with UI Pages, UI Macros, Client Scripts, UI Actions, UI Policies, Security Rules.
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script.
• Created Procedure guidelines used in supporting Technology and Application issues.
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Developed operational requirements documentation and train operational staff to maintain solution.
• Configured Service Level Agreements to define certain levels of service from both internal and external providers.
• Responsible for maintaining and growing da .
• Use business analysis skills to directly ta held within Service Now such as our users, service catalog items. interface with customers to design and build applications that meet business goals and objectives.
• Created Dashboards and reports across multiple tables.

Environment: Service-Now, java, CSS, HTML, Web Services, CMDB, MS SQL server 2008.

Servicenow Admin

Responsibilities:

• Participated in Service-Now Quick start Implementation process and worked with Service-Now in the process of implementation of Incident, Change, Problem, Knowledge and Service-Catalog.
• Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions.
• Users are populated into the system using LDAP integration and worked closely with Service-Now team and Infrastructure team to facilitate this integration.
• Developed lot of client Scripts, UI Policies, Script Includes, Business Rules across the application as per the requirement.
• Implemented CMDB for the mission critical applications.
• Worked on enhancement of change workflows.
• Created record producer application for some teams as a special requirement.
• Administered HI Service-Now account for scheduling cloning and applying patches for the Service-Now instances.
• Migration of development changes is being done using update sets.
• Responsible for regular administration of the instances and making sure that everything is in sync between all the instances.
• Developed Codes that are required for custom modifications and stimulated changes essential.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Worked on internal portal for accessing all the business services by using ServiceNow Content Management Application.
• Extensive experience in Business process analysis, requirement analysis, Use-Case analysis within Service Desk (Incident and Problem management), Change Management, Asset Management, Service Level Management and Service Request Management.

Environment: Service-Now, CSS, HTML, Web Services, Service Catalog, Knowledge, Reporting and CMDB.

Java Developer

Responsibilities:

• Understanding the requirements.
• Understanding the functionality and flow.
• Interacting with Business team to get clear vision on the requirements provided.
• Reviewing the code and deployment.
• Developed the application using Struts Framework that leverages classical Model View Layer (MVC) architecture.
• Developed JUnit test cases for all the developed modules.
• Used Eclipse for writing code for JSP, and Servlets.
• Used Web Services to extract and communicate the records using XML and REST. .
• Used CVS for version control across common source code used by developers.
• Developed XML Web Services using SOAP, WSDL .
• Developed specs that include Use Cases, Class Diagrams, Sequence Diagrams and Activity Diagrams.
• Involved in designing the user interfaces using JSPs.
• Used JDBC to invoke Stored Procedures and database connectivity to ORACLE.
• Implementing the application using waterfall methodology.

Environment: CSS, HTML, JavaScript, AJAX, Oracle, UNIX.

Java/J2EE Developer

Responsibilities:

• Gathered and analyzed user/business requirements and developed System test plans.
• Managed the project using Test Director, added test categories and test details.
• Involved in using various PeopleSoft Modules.
• Performed execution of test cases manually to verify the expected results.
• Created Recovery Scenarios for the application exception handling using recovery manager.
• Implemented cross cutting concerns as aspects at Service layer using Spring AOP.
• Involved in the implementation of DAO objects using spring - ORM.
• Involved in the JMS Connection Pool and the implementation of publish and subscribe using Spring JMS.
• Used JMS Template to publish and Message Driven POJO (MDP) to subscribe from the JMS provider.
• Involved in creating the Hibernate POJO's and developed Hibernate Mapping Files.
• Used Hibernate, object/relational-mapping (ORM) solution, technique of mapping data.
• Involved in doing the GAP Analysis of the Use cases and Requirements.
• Test Scenarios developed for Test Automation.

Environment: Windows 98, Java 1.4, C, C++, JSP, Servlets, J2EE, PHP, Multi-threading, OO design, JDBC, HTML, RAD, WSAD.

QA Tester

Responsibilities:

• Executed the test results and mapped the Test Scripts to the corresponding Test Cases in Test Manager to do the test coverage.
• Performed manual and automation testing, Verified and Validated the Automated Test scripts.
• Performed Smoke testing to determine if an application is healthy and stable before starting other major testing.
• Defects were tracked, reviewed, analyzed and compared using HP Quality Center (QC), escalated defects to programmers/developers to resolve the issue in order to provide bug free product to the client.
• Performed Integration Testing as development team releases the product.
• Performed Acceptance Testing to evaluate the system compliance with the business requirements and ready for deliver to the client.
• Tested Web page presentation manually for different Browser compatibility.
• Attended weekly defect report meetings and presented progress reports to senior management.
• Interacted with developers regarding priority of bugs and update the status of bugs once they are fixed. Responsible for preparing Traceability Matrix report.
• Wrote SQL scripts to perform back-end data integrity testing.
• Used Stored Procedures to set up test data.
• Analyzing functional specification, writing test cases in Quality Center.
• Involved in defect tracking and reporting.
• Reported all the Test reports and Bug reports in Quality Center (QC).

Environment: Visual Basic, SQL, QTP, Quality Center (QC), Java, Excel.