SUMMARY

• Over 16 years of ITSM Process, Design, Architect and Management experience.
• Good Understanding of ITSM interoperability (process and technology) in a multi - provider service delivery model.
• Solid experience in ServiceNow, ITSM Suite, Migrator, Remedy, Oracle, SQL Server, Sybase.
• Proficient in installation procedures and developing ITSM applications using AR System (9.x,8.x, 7.x, 6.x, 5.x).
• Experience working with technical teams that have facilitated ServiceNow implementations and developing in public cloud environments.
• Solid IT experience in various stages of SDLC (software development life cycle).
• Subject Matter Expert (SME) with complete understanding and working knowledge of the BMC ARS, ITSM suite and CMDB
• Expert on project guidance/support proactively through project completion.
• Knowledge of Remedy programming methodologies and ITSM and ITIL frame work.
• Extensive experience in Requirement analysis, Business analysis, Use-Case analysis, Changes Management, Configuration Management and Production Support (24/7).
• High level understanding of servers (hardware, software, licensing, operating systems and networks) and system administration.
• Supported the servers, databases and applications which make up the ITSM tools, as well as handling upgrades to the tools and debugging any issues which may occur.
• Experience in PMI-project management across a global footprint.
• Experience with ServiceNow CMDB Dependency Mapping and CMDB CI Class Modeling.
• Implemented ITIL Continual Service Improvement (CSI), ITIL Service Offerings & Agreements (SOA), ITIL Service Strategy and Agile project management aligned with ITSM process.
• Designing & implementing industry standard best practices and supporting tools of IT Service Management (ITSM), ITIL (IT Infrastructure Library), Customer Management Relationship (CRM), Change Management, Asset Management and Configuration Management Database (CMDB).
• ITIL 2011 Edition Certified.
• ServiceNow Administrator Certification.
• Sun certified Java and J2EE professional.
• Six Sigma Green Belt Certification from GE.
• Lean Sigma Certification from GE.
• PMP certification training from PMI.
• PMI-ACP training from NYC Health +Hospitals

TECHNICAL SKILLS

Service Management: ServiceNow, Remedy ARS (9.x,8.x,7.x,6.x), ITSM, Developer Studio, Migrator, AR Utilities, AR Inside, AR Import, AR Source Control, Process Designer 8, Mid-Tier, Reconciliation Engine, ITAM, OPAS, VSS, AIE, API, Web Services, XML, Siebel, People Soft, ADDM, Discovery Tools, Crystal Reports, HP Open View.

Programming Languages: Java, UNIX Shell Scripting, UNIX AIX, PERL, Cobol.

Database Products: SQL Server, Oracle, Sybase, Atrium CMDB, DB2, MS Access, SQL Loader, Crystal Reports, Excel Reports, Oracle Reports and VB Reports.

Internet Technologies: JAVA, JSP, CSS, Java scripting, AJAX, HTML, XML, Jelly Script, AngularJS, BootStrap, WebServices.

Web Design Tools: Net Beans, Visual Studio, Visual Interdev.

Others: Crystal Reports, Dashboards, Alarm point, Confidential MAXIMO, UML, MS Visio, RPM, Visual Source Safe (VSS), COBIT, SOX Compliance, HIPAA, FERC Compliance, MS Project, EPIC and Active Directory

PROFESSIONAL EXPERIENCE

ECTP ServiceNow Architect (Principal ITSM Consultant)

Confidential, NYC

Environment: ServiceNow, Remedy ARS 9.1, ITSM Suite, Developer Studio, SLA, SLM, OLA, Orchestration, ITOM, ITAM, SCCM, Discovery, CMDB, SQL, Service360, XML, REST/SOAP API, ACLs, Service Mapping, Event Management, Mid-Server, Angular JS, Java Script.

Responsibilities:

• Upgraded Service Management tool from Remedy 9.1 To ServiceNow.
• Gatekeeper for all assets and maintaining accurate recording of all inbound and outbound assets in the CMBD.
• Customized CMDB to bring data from external source.
• Architected Production, UAT and Development environments.
• Assist in the design, implementation and adoption of all facets of the ITIL methodology within the organization.
• Created and configured Notifications, UI pages, UI Macros, Script Includes and Formatters.
• Support, administration, monitor health, usage and overall compliance of ServiceNow.
• Worked on service transition from BMC Remedy to ServiceNow.
• Administration of a ServiceNow instance including the delegation of groups, workflows, business rules, UI actions, UI policies, ACLs, dictionary and catalog items.
• Worked on Configuration Management of the IT assets in the CMDB and building out the business service relationships.
• Migrated data from BMC Remedy to ServiceNow and Rolled out ServiceNow PPM.
• Configured ServiceNow modules Discovery, SCCM, Orchestration, ServiceWatch, PPM, CMDB and Service 360.
• Through knowledge of ITIL processes Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.
• Delivered multiple projects on time, within budget utilizing scrum process, as teams attempted to transition to an Agile Methodology.

ServiceNow Architect

Confidential, New York City

Environment: ServiceNow, Remedy ARS 8.1, ITSM Suite, SLA, SLM, SACM, DMT,SCCM, Discovery, ServiceMapping, Performance Analytics, CMDB, ADDM, SQL, ACLs, XML, REST/SOAP API, Angular JS, Java Script, ITOM, ITAM, PeopleSoft, SmartIT, MyIT, Bomgar.

Responsibilities:

• Upgraded Service Management tool from Remedy 8.1 SP2 To ServiceNow.
• Customization ITSM modules Incident, Problem, Change, Request, SRM, External integration with SCCM.
• Lay down the process for server administration tasks like backups, configuration, server restart, licensing, log files and access control.
• Lead the upgrade project which includes synchronization of environments and data replication.
• Gatekeeper for all assets and maintaining accurate recording of all inbound and outbound assets in the CMBD.
• Customized CMDB to bring data from external source.
• Organized and facilitated daily stand-up meetings, reviews, retrospectives, sprint and release planning, demos and other Scrum-related meetings.
• Perform advanced customizations including Business Rules, UI Pages, UI Macros, UI Scripts, Script Includes, Client Scripts, Custom tables and Reports.
• Implemented, configured and maintains all CMDB processes, work instructions and activities in compliance with ITIL framework.

ServiceNow Lead

Confidential, Kansas City, MO

Environment: ServiceNow, CMDB, Discover, ITOM, ITAM, SCCM, SQL, ACLs, XML, REST/SOAP API, Angular JS, Java Script.

Responsibilities:

• Review all Requests for Change (RFCs) in the assigned change request queue.
• Responsible for ensuring all Changes are recorded, completed and appropriately resolved per the established process and procedures.
• Implemented and managed CMDB and IT Asset Management solutions in ServiceNow.
• Service Desk - Metrics (Incidents & Problems), root cause analysis and problem elimination or automation.
• Handle ad-hoc requests for Change Management status or one-time information retrieval / reports.
• Handle general communications throughout the workflow as needed to ensure Change Management priorities and initiatives are properly communicated.
• Continuous service improvement and Conducted ECCB and CAB meetings.
• Implemented ServiceNow tool.
• Aligned ITIL frame work with ITSM suite.
• Perform advanced customizations including Business Rules, UI Pages, UI Macros, UI Scripts, Script Includes, Client Scripts, Custom tables and Reports .

ITSM Analyst

Confidential, San Ramon, CA

Environment: Remedy ARS 7.6.04 SP2, ITSM 7.6.04 Suite, Developer Studio, Change Management, Incident Management, Problem Management, Asset Management, SLA, SLM, SRM, Request Management, Reconciliation engine, Windows 2008, Migrator, AR Import, API, Mid-Tier, Web Services, BAO, FTS, SharePoint, MS Project, DMT, BO Reports, Atrium CMDB 7.6.04, AIE 7.6.04, Oracle.

Responsibilities:

• PMO activities on upgrade from AR System, ITSM, and Mid-tier from 7.6.04 SP1 to SP2.
• Build, populate, and manage central Configuration Management Database.
• Lead the SP2 upgrade project which includes synchronization of environments and data replication.
• Support the servers, databases and applications which make up the ITSM tools, as well as handling upgrades to the tools and debugging any issues which may occur.
• Support others who work with the ITSM tools by providing expertise and assistance as needed.
• Continually reported on Key Performance Metrics (KPIs) to measure compliance with CMDB policies and procedures.
• Identify and analyze business problems and defines the scope of activities required to address the issues, including requirement definition and process review.

Remedy On-Site Analyst

Confidential, Mooresville, NC

Environment: Remedy ARS 7.6.04, ITSM 7.6.04 Suite, Developer Studio, Change Management, Incident Management, Problem Management, Asset Management, SLA, SLM, SRM, Request Management, Reconciliation engine, Windows 2008, Migrator, AR Import, API, Mid-Tier, Web Services, People Soft, Alarm Point, SharePoint, MS Project, ADDM, Crystal Reports 11, Atrium CMDB 7.6.04, AIE 7.6.04, Oracle 10.2.0.4.

Responsibilities:

• Coordinates and drives the development and maintenance of service delivery operating procedures and service delivery process documentation.
• IT PMO Team Member, assisted in building processes around sound project management while designing IT infrastructure to support these processes.
• Drive the decision process for IT Service Management (ITSM), implementation of that tool and the ITIL Lifecycle processes.
• Lead the QOS project which includes synchronization of environments and data replication.
• Collaborated with project sponsors, business units and users to develop or monitor project initiatives implement project requirements, monitor project staff, and assured project success.
• Delivered excellent service and continuous improvements in the change management ITIL framework.
• Facilitated CAB & ECCB meetings.
• Established and lead Project/Change management processes for all internal project and support issues.
• Promote the use of Incident and Problem Management best practice processes and procedures.
• Identify, specify and implement enhancements to existing Incident and Problem Management services and processes on an ongoing basis in order to continually improve service levels.
• Provided architectural vision of desktop services that incorporates concepts within ITSM, ITIL, and other IT management best practice frameworks.

Analyst-Technical

Confidential, White House Station, NJ

Environment: Remedy ARS 7.6.04, ITSM 7.6 Suite, Developer Studio 7.6.04, Change Management, Incident Management, Problem Management, Asset Management, SLA, SLM, SRM, Request Management, Reconciliation engine, UNIX, Migrator, AR Import, API, Mid-Tier, Web Services, People Soft, Merckury, Alarm Point, BAC alerts, Crystal Reports 11, Atrium CMDB 7.6.04, AIE 7.6.04, Blade Logic, CAMS Real/Virtual, Oracle 10.2.0.4.

Responsibilities:

• Customization ITSM modules Incident, Problem, Change, Request, SRM, External integration, and Configuration Management using Developer Studio.
• Documented User Guides, SOP and Work Instructions.
• Design, implementation and post production maintenance with ITSM 7.6.0.
• Server Administration tasks like backups, configuration, server restart, licensing, log files and access control.
• Customization and creation of Remedy workflows according to customer requirements.
• Performed Remedy upgrade activities from ARS 7.1 to ARS 7.6.04
• Involved in migration of Merckury ticketing System to Remedy.
• Supported the development of reconciliation and normalization rules to populate and maintain the CMDB.
• Setup production, UAT and Development environments on multi-tier architecture.
• Responsible for Remedy Production Support team to assist users and resolve the defects created by QA team in Test Director.

Lead Remedy Developer & Administrator

Confidential, Plano, TX

Environment: Remedy ARS 7.1, ITSM 7.1 Suite, Change Management, Asset Management, SLA, Request Management, UNIX, Migrator, AR Utilities, AR Inside, AR Import, AR Source Control, API, Mid-Tier, CSS, OPAS, Web Services, XML, Siebel, Silver Back, Discovery Tools, Crystal Reports 11, CMDB 2.1.

Responsibilities:

• Customization of OPAS modules Incident, Problem, Change, Request, SLA, External integration, and Configuration Management.
• Design, implementation and post production maintenance with Remedy Atrium Configuration Management Database (CMDB).
• Server Administration tasks like backups, server restart, licensing, log files and access control.
• Excellent presentation skill and with experience in conducting ITSM functional workshops.
• Involved in project estimation & tracking, functional design, technical design, requirement gathering and client expectation management.
• Individually designed Change and Request schedules for yearly, monthly, bi-weekly, weekly, nth day and daily schedules.
• Setup production, UAT and Development environments on multi-tier architecture.
• Responsible for Remedy Production Support team to assist users and resolve the defects created by QA team in Test Director.
• Developed Training manual for Users and documented validation document.
• Ability to understand and assess functional requirements and develop or recommend technology solutions to meet business needs.
• Experience with implementation and management of Mid-Tier and web based reporting technologies related to Remedy.
• Conducted Unit testing, System Integration Testing, Performance Testing, User Acceptance testing and client-specific testing.

Lead Remedy Developer & Administrator

Confidential, TULSA, OK

Environment: Remedy ARS 7.0, ITSM Suite, Change management, Asset Management, SLA, Crystal Reports 7.X/11.X, API, Reconciliation Engine, UNIX AIX, Atrium CMDB 2.0.

Responsibilities:

• Customization of the “Out of the Box” Change management, Asset Management and Incident/Problem Management application. This included populating/adding more Fields, Active Links, Filters, Escalations, Menus and CTI changes.
• Documented workflow processes and developed Visio diagrams to support desired requirements of Remedy.
• Created Users, Groups and performed administrator level activities such as setting user and group Permissions.
• Experience with custom Remedy workflow, forms, filters design and development to meet specified requirements.
• Created both composite and normal indexes to avoid the performance issues on data populating.
• Performed Remedy upgrades from ARS 5.1 to ARS 7.0
• Developed Training manual for Users and documented validation document.
• Assisted project manager in preparing time estimates and justification for assigned tasks.
• Server Administration tasks like backups, log files and access control.
• Scheduled Time for completing the project.
• Involved in project estimation, tracking and client expectation management.

Sr. Remedy Developer & Administrator

Confidential, Indianapolis, IN

Environment: Remedy ARS 6.3, Change management, Helpdesk, Migrator, Oracle 9.x, Business Objects, UNIX, Crystal Reports 7.X.

Responsibilities:

• Customization of the “Out of the Box” Change management application. This included populating/adding more Fields, Active Links, Filters, Escalations and Menus.
• Created customized Application “Employee Contact Management”.
• Individually designed and handled whole “Employee Contact Management” application.
• Extensively worked on data archiving project which archived the old data to increase database performance.
• Created Users, Groups and performed administrator level activities such as setting user and group Permissions.
• Developed workflows, customizes, implements and maintains applications on ARS Remedy platform independently.
• Trained the users in creating the reports from remedy.
• Server Administration tasks like backups, log files and access control.

Remedy Developer & Administrator

Confidential, Greensboro, NC

Environment: ARS 5.x using DB2, UNIX.

Responsibilities:

• Designed and Developed new applications.
• Performed Remedy upgrades from ARS 4.x to ARS 5.x
• Created forms, Views, Active Links, Filters, escalations and menus.
• Responsible for creation and maintaining of groups and permissions for users
• Involved in integration of Sales application with Help Desk.
• Involved in integration of PRQ application with Approval Server.
• Involved in migration of the definitions from the development to production server.
• Responsible for System test plan execution & user acceptance tests.
• Responsible for Remedy Production Support team to assist users.

Software Engineer/Developer

Confidential

Environment: COBOL, CICS, JCL and DB2, Test Director, Load Runner, Win Runner.

Responsibilities:

• Coding and reviewing others code.
• Preparation of High Level and Low-Level specifications.
• Periodical reporting to the concerned Project Leader.