SUMMARY

• Over 8+ Years of professional IT Experience in analysis, design, development, testing and implementation of Client/Server and Web - based N-tier architecture.
• Worked in the Front-end development using technologies like HTML, JQuery, CSS, and JavaScript.
• Experience in Installation and Configuration of different modules of Service-Now.
• Hands-on experience in technical implementation of Incident Management, Problem Management, Change Management and Service Catalog.
• Created Knowledge articles & Helpdesk users on Service Now platform.
• More than 4+ years of experience in Configuring Applications using Service Now tool, used in ITIL Management. Deep functional and technical knowledge of the Service Now platform as well as experience-delivering medium to large-scale Service Now implementations.
• Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements.
• Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements.
• Developing JavaScript and configuring Workflows to implement additional features, customizations and enable the process flow.
• Post roll out production Support. Experience of handling Bug Fixes and Enhancement requests.
• Experience in configuring the Incident Management, Problem Management, Change Management, Asset Management, Service Request Management applications and BMC Atrium CMDB.
• Expert in Designing, Developing, Maintaining, and Optimizing the Universes using Designer module Configuration, Web Services, Catalog client Scripting, SOAP, Developing complex workflows.
• Experience in designing User Interface (UI) applications and professional web applications using HTML 4.0/5, XHTML, CSS2/CSS3, JAVASCRIPT, JQUERY, AJAX, JSON AND XML
• Good knowledge of latest version of object oriented JavaScript Libraries like Angular.js, Node.JS, Bootstrap, Ext JS 4.0, Require, Handel bars, and Dojo toolkit.
• Working experience on CSS Background, CSS Positioning, CSS Text, CSS Border, CSS Margin, CSS Padding, CSS Table, Pseudo Classes, Pseudo Elements and CSS Behaviors in CSS.
• Experience in Fixing CSS Cross Browsing Compatibility issue and web application scaling.
• Extensive experience on implementing the AJAX features using JavaScript and jQuery.
• Proficient in developing web page quickly and effectively using, HTML 5, CSS3, JavaScript and JQuery.
• Experience of Web 2.0, JavaScript, JQuery, W3C Standards and working with Responsive Web Design concepts.
• Good Knowledge of ITIL Process and ITSM best practices.
• Worked on CMDB reconciliation of datasets and Discovery Tools
• Hands Experience on monitoring tool with Service Now integration.
• Expertise in networking protocols and hardware operating systems
• Excellent knowledge of developing web services and relational databases
• Participated in workshops with Service Now partner teams to help companies implement Service Now using best practices in ITSM.
• Create an access control rule (ACL). Use of scripting tools and Service Now functionality to create script to automate routine tasks being done in Service Now.
• Good Knowledge of CMDB and IT Asset Management Services (ITAM).
• Hands Experience on Business Rules, Client Scripts, Schedule Jobs, UI Actions, UI Polices.
• Hands Experience on Page Duty integration with Service Now.
• Familiar with Service Now Content Management System (CMS).
• Worked on Agile and Scrum method environment and implemented the changes required by the business owners on a regular basis
• Configuration Development and development of Requirement Integration components (SSO, LDAP).
• Strong skill set in the Service Now suite development including SOAP/REST integration.
• Web services, Discovery, Workflow, and CMDB. Implemented of Discovery from scratch, by installing MID Servers on remote desktops.
• Configure Service-Now tool for the defined processes. Design and develop scripts for any customization required. Supporting Power shell scripting in workflows.
• Leveraging knowledge and experience to deliver end-to-end methodologies within Service Now, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.
• Development experience adhering with SDLC processes
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning, Possess excellent communication, project management, documentation, interpersonal skills changing environment, commitment towards learning, Possess excellent communication, project management, documentation, interpersonal skills.

TECHNICAL SKILLS

ITIL: ITSM, Service Now, ITIL, CMS

Programming Languages: Confidential, Confidential ++, Java, SQL, PL/SQL, ASP.Net, Confidential #

Java: JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC Servlets, JSP, JSTL, Ajax, EJB

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

BI Tools: SSRS, SSIS, SSAS

Databases: Oracle 10g, SQL

Database Tools: SQL Client, TOAD, SQL Developer

Web/Application Servers: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat

IDE: Eclipse, Net Beans, TOAD

Version Control Tools: CVS, SVN

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

PROFESSIONAL EXPERIENCE

Confidential, Keene, NH

Service Now Developer

Responsibilities:

• Responsible for gathering requirements and customizing for CTI integration for organization from the scratch.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups.
• Create new service catalog requests and items with variables.
• Developed UI Appearance for Service Catalog Requests.
• Create, monitor, modify, and publish service catalog workflows with approvals.
• Designing, configuring and customizing new applications and modules.
• Assisting in troubleshooting patch / release management issues.
• Build reports, gauges, and home pages.
• Experience writing server side script using PHP.
• Create and use update sets to move customizations between systems.
• Search, populate, and customize the knowledge base.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Developed operational requirements documentation and train operational staff to maintain solution.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Developed reports as per requirements from management.
• Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases, SCCM.
• Worked on end to end implementation of various third party monitoring tool Integrations, Supported the team with the work flow of the integrations.
• Designed and delivered technical methodologies around the Service-Now platform.
• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
• Worked with clients to assess current state processes and tools, defined Service-Now requirements and developed and configured the Service-Now platform.
• Created various front end forms, and associated Client Scripts, UI policies, Business rules and Script Includes.
• Designed Workflows, along with standard Workflow templates which can be reused.

Environment: Service Now, Asset Management, Incident Management, Problem Management, HTML, Java script, CSS, JQuery, MS SQL server 2008

Confidential, LA, CA

Service Now Developer

Responsibilities:

• Worked on AWS Cloud Watch integration with Service Now. It is created an incident in Service Now.
• Hands Experience on monitoring tool with Service Now integration.
• Setting up Change Management along with Advanced Risk Assessment Calculator (on a script include level).
• Have hands on Experience on Integrating ServiceNow with third party tools and Domain separations for the external users to raise incidents in SNOW.
• Involved in development of requirement integration components (SSO, LDAP, SOAP)
• Created 45 scripted web services, which are used in setting up a robust process for integrating Service-Now with a Procurement Tool. Also has an in-depth knowledge about
• Direct Web Service API of Service now, SOAP and WSDL.
• Extensively worked with REST GET and POST using basic HTTP Authentication.
• Good knowledge on Single Sign on and event based integrations.
• Had good knowledge working on LAN Password Reset and integrating with other Servers using Orchestration.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
• Created reports, workflows, data imports for Incident, Problem, Service Request, and Change ServiceNow modules.
• Extensive development in our Service Now platform including creation and customization of our Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes.
• Responsible for gathering requirements and customizing Business Service Catalogs for AIG organization from the scratch.
• 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.
• Manages data with Tables, the CMDB, Import Sets, and Update Sets
• Worked on Pager Duty integration. Pager Dutyprovides alerting, on-call scheduling, escalation policies and incident tracking to increase uptime of our apps, servers, websites and databases.
• Created Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
• Manages data with Tables, the CMDB, Import Sets, and Update Sets
• Develop and manage application code, user interface, and third-party integration components
• Design and Configuration of workflows to meet specific business needs to support ITIL and business processes
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Used data sources to migrate the data from excel sheets to Service-Now through transform maps.
• Worked on integration using SOAP / WSDL / RESTFUL.
• Performs core configuration tasks including system policies, business rules and client scripts.
• Strong knowledge of the server side scripting Business rules and Script Includes
• Worked on Inbound Email actions.
• Worked on Email Notification, Email Templates and Email scripts.
• On requirement provided solutions to the Asset Management team in re-building the workflow for in and out of an asset.

Environment: Service Now, Asset Management, Incident Management, Problem Management, Fire eye, HTML, CSS, MS SQL server 2008

Confidential, Chandler, AZ

Service Now Developer

Responsibilities:

• Worked on requirement provided solutions to the Asset Management team in re-building the workflow for in and out of an asset.
• Used data sources to migrate the data from excel sheets to Service-Now through transform maps.
• Worked on integration using SOAP / WSDL / RESTFUL.
• Worked on huge Workflow design for on boarding and off-boarding of a partner/ employee/Contractor based on the requirements provided by the teams.
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Worked on Discovery in order to re-locate the devices that were irregularly managed and found a solution in resolving the issues with using the discovery tool for a better use.
• Worked on the latest release EUREKA / Fuji which is the advanced release and discovered Service-Now upgrades.
• Re-built Service Catalog Items with minimal time usage on submitting a ticket by getting together the teams to provide their valuable suggestions and making it easy to understand the new release.
• Provided analysis, design and development of Service-Now trouble ticketing and incident management systems to support the company’s technical operations
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Interface extensively with all areas of the organization including Operations and Development.
• Created schedules, reports and monitor performance of Service-Now.
• Documented all implementations and best practices defined within team.
• As a part of support activity resolve incidents by provided with proper root cause investigation.
• Perform day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.
• Performs core configuration tasks including system policies, business rules and client scripts.
• Managed users, groups and roles.
• Managed data with Tables, the CMDB, Import Sets, and Update Sets.
• Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows
• Performed migration activities (Dev to QA, QA to Prod)
• Developed and improved user systems procedures, and prepared systems documentation.

Environment: Service Now, Asset Management, Incident Management, Problem Management, HTML, Java script, CSS, CMDB

Confidential, Huston, TX

CMDB Specialist

Responsibilities:

• Improved the accuracy of theCMDB by setting the Standard of Procedures(SOP) for each class and keeping the Automation through Discovery as the top priority, and hence maintaining the CMDBLock Down Model for each class
• Modified and optimized allCMDB items including relationships, data views and tables
• Applied Service Now Discovery using a well - defined SOP and keeping Infoblox as an authoritative source for Subnets
• End to End User Interaction with Data Owners and coordination with the Network Security Team to confirm that CMDBPortal is providing the user defined usability requirements
• Created and maintained multiple Dashboards on CMDBPortal, prioritizing User friendliness
• Documented the Owners Standard of Procedures by creating the Centralized wiki page to maintain the Data with inputs from the Data Owners
• Worked on SNOW Mirror to ensure successful data synchronization
• Participated in assessment of existing processes and the development of target state use cases, functional specifications and reports requirements
• Implemented Discovery from scratch, by installing Single and multi-host MID Servers on remote desktops and configured Threads, JVM Memory to run more effectively.
• Addressed 700+ Missing Subnets from Discovery and balanced the load across the existing Discovery Schedules
• Implemented and configured the Mid Server Cluster for Load Balancing and Fail-Over to run the Discovery Schedules more effectively
• Continuous monitoring and troubleshooting Discovery Log Errors to ensure Discovery is accurately updating the CMDB.
• Implemented the controls to keep the Infoblox, IP Network, Discovery on the same page.
• Created a CMDB Health Check Dashboard to display the metrics on each class to allow close monitoring of each class in real time
• Customized Discovery Identifiers on Hardware tables to minimize the risk of Duplication
• Worked closely with Network Team to capture the changes to the existing subnets and Omit from Discovery Subnets.
• Used data sources to migrate the data from excel sheets to Service-Now through transform maps.
• Documented all implementations and best practices for CMDB defined within team.
• Perform day to day administration of the Service-Now Tool Maintain Business services and Configuration item relationships in Service-Now tool.
• Managed data with Tables, the CMDB, Import Sets, and Update Sets.
• Maintained the Configuration Items and modified the forms and form Sections.
• Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
• Communicating with end users, identifying their difficulties and changing the applications as per their requirements
• Worked on Agile method environment and implemented the changes required by the business owners on a regular basis.
• Supported the team with improvising the Discovery tool and the configuring the CI's.
• Reported inconsistency of form fields and maintenance of CMDB CI's.
• Maintained an active list of allCMDB data cleanup efforts and prioritized as needed to maintain the highest level of usability.
• Handle the tasks of providing guidance to engineering staff on methods, procedures and requirements for entering Configuration items into the CMDB
• Worked with windows team, network team and Asset team in order to check for the data collected through Discovery is accurate.

Environment: Analyses, Service Now, Access, Excel, ITIL

Confidential, Atlanta, GA

Java developer

Responsibilities:

• Actively involved in architecting various Business Layer and Data Management components of this web based system over J2EE architecture.
• Designed and implemented (SOA, SOAP) next generation system on distributed platform.
• Developed web pages using Struts framework, JSP, XML, JavaScript, Html/ DHTML and CSS, configure struts application, use tag library.
• WebSphere is responsible for transferring data to other queue managers.
• Used Apache Struts framework includes the integrated AJAX calls from UI.
• Developed Servlets and custom tags for JSP pages.
• Followed best design patterns, practices & guidelines.
• Involved in design (using RUP, Visio) and implemented (SOA, SOAP) next generation system on distributed platform.
• Developed JMS Adapter to talk from EJBs to JMS objects.
• Developed applications using angular JS.
• Used JSF 2.2 for developing modules in this project.
• Developed app using Front Controller, Business delegate, DAO and Session Facade Patterns.
• Wrote Data transformation script using hive, Map reduce (Python Java).
• Used AJAX, JavaScript and GWT to create interactive user interface.
• Developed Web Services to communicate to other modules using XML based SOAP and WSDL.
• Designed and developed Stateless EJB's for the service layer.
• Implemented the iterative development process using the RUP methodology.
• Extensively used XSL as a XML parsing mechanism for showing Dynamic Web Pages in HTML format.
• Used JAXP for Xml parsing & JAXB for marshalling & un marshalling.
• Implemented SOAP protocol to get the requests from outside System.
• Used JERSEY API to develop restful web services.
• Used CVS as a source control for code changes.
• Used Maven tool to build project and JUnit to develop unit test cases.
• Developed coding using SQL, PL/SQL, Queries, Joins, Views, Procedures/Functions, Triggers and Packages.

Environment: Java 1.5, J2EE, J2EE architecture, AJAX, Servlets, JSP, RUP, Eclipse, Struts, Validation Framework, JSTL, XML, DTD, XSD, CVS, Java Script, Hibernate, Maven, WSDL, SOAP, AXIS, JAX-WS, JAX-RS, JERSEY, SOAP UI, Log4J, DB2, WebSphere server 8.1, UNIX, DB2- SQL & PL/SQL

Confidential

HP Service manager coordinator

Responsibilities:

• Manages the integration of present Human Resources office procedures into electronic data processing systems.
• Researches, analyzes and recommends appropriate hardware and software.
• Manage the interface process between the company and third-party vendors ensuring the accuracy of the information
• Manages payroll department activities to ensure the accurate and timely preparation and distribution of the organization's payroll.
• Ensures appropriate withholding of federal, state, and local taxes; Social Security; employee benefits contributions; etc.
• Ensures the accurate and timely preparation and filing of all legally required reports.
• Acts as liaison in the resolution of payroll problems/errors.
• Develops and implements approved changes to methods or procedures to improve the efficiency of the payroll function.

Environment: HP Service manager, excel, MS office.