SUMMARY

• Experienced Senior Software Consultant with over 9 years’ experience in Design and Development of Business applications, Service Delivery, IS Technology & Operations, ITSM, Project & Process Management.
• Over 3 years of experience in Service Now modules: Infrastructure Management, Incident Management, Change Management, Integration, Reports, Gauges and Notifications.
• Expertise in Service Now Management, Administration and Customization.
• Experience in Design, Development, Implementation, Test and Deployment using ITIL methodology and SDLC best practices.
• Managed Technical Teams spread across the world (Asia, EMEA, Australia, North and South America)
• Expertise in IT Standards (ITIL, COBIT, HITECH) & Regulations (SOX, GLB & HIPAA).
• Possess good experience in Windows 2008/2003/2000/ NT, Active Directory, MS Exchange, Outlook, Dell Servers, Cisco Routers, Load Balancers, Switches, Firewall, Antivirus Software.
• Systems Administration, Upgrade, Performance Tuning, Capacity Planning, Contingency Planning, Disaster Recovery & Fault Tolerant Planning for WINDOWS/UNIX
• Excellent leadership skills, communication skills; Ability to organize tasks & interact with Development & Testing team.

TECHNICAL SKILLS

Web: HTML, Java, SQL, C, C++, JavaScript, ASP, JSP, XML, Servlets, IE, Chrome, Firefox, Weblogic, Apache, Websphere, MS IIS, iPlanet, IBM HttpServer, OHS

N/W Mgmt: HP Openview 4.11/5.01, IBM Tivoli Netview 7.1.x/6.x, CISCO Works 2000, VPN/Security Management System 2.x & MRTG 2.13

Databases: Oracle, SQL Server, MS - Access, DB2 UDB 8.x/9.x

OS: FreeBSD UNIX, Sun Solaris 8/9, AIX 5.2/5.3/6.1, Red Hat Linux 8.0/9.0, Windows XP, NT, 2000, 2003, 2008, HP-UX 11.2x & CISCO IOS 12.x

Other: Active Directory, MS Exchange, Microsoft Outlook, Dell Servers, Cisco Routers, Switches, Firewall, VPN HSRP, Load Balancing,, VOIP, ADS, Kiwi; MS Visio, MS Project

PROFESSIONAL EXPERIENCE

Confidential, Durham, NC

Service Now Administrator

Responsibilities:

• Involved in Requirement Gathering, Design, Development and Documentation.
• Responsible of Administration of Service Now Instance
• Configuration of Business Rules, UI policy, Client Scripts, Form Fields & Views.
• Configuration of Application, Modules, Tables, Roles & Developed Gauges and reports.
• Configuration of MID Servers & Web services.
• Responsible for configuration of Application UI, Notifications and Workflows
• Responsible for Workflow administration, Reports, Import sets, Script Includes, Field and Table Creations.
• Created Scheduled jobs, Inbound email actions, UI Policies, Import Sets.
• Designed and prepared Functional and Technical Documentation.
• Responsible for User Management in Service Now Application.
• Responsible for creating ACL and Provide role based access.
• Monitor usage, compliance and health of Service now Instance.
• Created and Provided Service Now demo/Training to end users.
• Manage and Coordinate Test Cycle Procedures
• Create, manage and track defects for Service Now instance.
• Document and create Standard Operating Procedures for Service Now Instance.

Confidential, Durham, NC

Service Now Administrator

Responsibilities:

• Involved in configuring Incident Management, Project Management & Knowledge Management.
• Worked closely with Business users, Analyst team to identify and document use cases.
• Developed client side scripts, catalog scripts, UI scripts & server side scripts as per Business Rules.
• Developed and Customized Workflows, Workflow scripts, Business Rules & UI actions
• Responsible for User Management in Service Now Application.
• Created and Provided Service Now demo to end users.
• Worked with Business areas, IT teams to determine SLA and configure it in Service Now.
• Generated reports on Workloads, trends and SLA.
• Created and customized user self - service portal.
• Created and customized existing reports as per Business requirements.
• Load, transform and maintain data between Service Now and other applications.
• Developed scripts to automate tasks in Service Now.
• Designed and Developed email template, inbound actions, notifications, forms and Views.
• Developed requirement and Technical specification documents.
• Experience in developing CMS solutions on Service Now.
• Administer SCRUM/SDLC module in Service Now.
• Experience in Wizard panel, wizard client, guides, ACL.
• Responsible for operational reports and KPI analysis as per IT needs.
• Maintain API and Data integration between Service Now and other applications.
• Involved in end to end Asset Management & Incident Modules.
• Conducted System Testing, Integration Testing and User Acceptance Testing
• Developed Standard Operating Procedures and User Manuals.
• Resolve and help end user issues with the application.
• Worked with Workforce Technology services to move to a new Active Directory and Configure Service Now application to new AD.

Confidential

Sr. Systems Administrator

Responsibilities:

• Upgraded Siebel 8.1.1.5 to 8.1.1.11 Open UI
• Implemented the IRM process for the Open UI upgrade
• Upgraded Siebel 7.5.3 to Siebel 8.1.1.3 and then to 8.1.1.5
• Upgraded over 6 environments to Siebel 8.1.1.x and was instrumental in setting up two new 8.1.1.x environments.
• Responsible for the Siebel Releases (code moves, SRF and Repository)
• Optimization/tuning of Siebel Servers based on the complexity & size of environment and available resources.
• Upgraded Siteminder agents on the app servers to the new version.
• Worked closely with remote computing team to deploy ActiveX controls to the Citrix environment for off-site users.
• Set up communication profiles and configured communications compoenets.
• Moved from Actuate report servers to BIP servers.
• Troubleshoot and be a Technical Lead for all Sev-1 Issues related to Siebel Environment.
• Install and Maintain Optim archival solution for Siebel.
• Involved in the refresh of the Siebel Database from Production to Non Production Regions.
• Responsible for problem tickets and resolve them in a timely fashion.

Confidential

Systems Administrator

Responsibilities:

• Worked with engineering team to implement resiliency for the Siebel Architecture including Gateway server and CTI servers.
• Integral part of a multi-team project to implement an archival solution for the Siebel Database.
• Responsible for the Siebel Releases (code moves, SRF and Repository).
• Involved in the refresh of the Siebel Database from Production to Staging Region.
• Worked with Vulnerability Assessment team to mitigate Vulnerability in IBM IHS web servers.
• Involved in a project to separate Actuate report servers from the Siebel Application Servers.
• Worked with the Telecom team to upgrade to Genesys 7.5 and eliminate SPOF in CTI architecture.
• Worked with Workforce Technology services to move to a new Active Directory and Configure Siebel Application to new AD.
• Worked with Siebel Expert Services on multiple sizing reviews and was responsible to implement their recommendations.
• Integral part of the team to upgrade from Siebel 7.5 to Siebel 7.8.
• Responsible for problem tickets and resolve them in a timely fashion.