SUMMARY:

• Overall 6 years of professional IT experience and 4+ years of experience in ServiceNow platform as both Developer and Administrator.
• Configured Applications using Service - Now tool used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
• Experience in Installation and Configuration of different modules of Service-Now.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Strong experience in JavaScript.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes.
• Extensive experience in activities related to SFDC Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process.
• Extensive experience in activities related to SFDC Development like creating visual force page, and creating business logic using apex.
• Experience as Salesforce Consultant, Salesforce Analyst and providing Support for challenging CRM projects implementation.
• In depth understanding of CRM business processes like Forecasting, Campaign Management, Lead Management, Account Management, Opportunity Management and Case Management.
• Integration of SFDC with external Web Service API’s.
• Involved in Data Integration and Migration with the existing Legacy systems using data loader.
• Experience in Integrating App Exchange Applications with Sales Force, Mass E-Mail Management, Application management using Force.com Plug-in & Eclipse IDE in Sandbox and Production Environments, Working with different aspects of Web Services (XML, WSDL and SOAP).
• Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management and Release/Build management in all stages of Full Software Development Life Cycle (SDLC) of software applications using J2EE technologies.
• Attention to detail and complex problem solving abilities from operational and technical perspective.
• Excellent Interpersonal skills, Communication skills, Documentation Skills, problem solving ability, Analytical and Programming skills in High speed, Quality conscious and Multitasked environment.
• Experience in developing applications Coordinated with the cross-functional teams and have an experience in OFF SHORE environment.
• Understanding the context and background of conducting research and thereby recommending the client with the optimal research design and competitive costs.
• Designing the data collection tools (questionnaires) based on information areas agreed mutually between the client firm and the research firm.
• Coordinating field work and data entry activities to achieve quality, time and cost efficiency.
• Analyzing and interpreting data to identify patterns and solutions, through interpretation of higher order analytical outputs.
• Writing reports (with comments, summaries, and recommendations) with focus on quality in presentation of reliable findings.
• Partnering with clients in the plan for the development of new products & modification of existing ones, based on market feedback.

TECHNICAL SKILLS:

ITIL: ITSM, Service Now, JavaScript, HTML, CSS.

Programming Languages: C, C++, Java, JEE, SQL, PL/SQL

Java: JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC

J2EE: Servlets, JSP, JSTL, Struts, Spring AOP, JNDI, JMS, JTI, Ajax, EJB, Spring IOC, Hibernate, Java Beans

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

Databases: Oracle 10g, MySQL

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

Tools: and Packages: Rational Rose, Ant, Maven, Log4j, TOAD, MS Office, Dreamweaver

PROFESSIONAL EXPERIENCE:

Confidential - Bothell, WA

Service Now Developer/Admin

Responsibilities:

• Administered Incidents and Service catalogs on a daily basis and resolved them before the SLA’s are breached.
• 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.
• Develop and manage application code, user interface, and third-party integration components
• Develop necessary development documentation as needed (e.g. technical design, developer notes, etc.)
• Performs core configuration tasks including system policies, business rules and client scripts.
• Manages users, groups and roles
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Worked on Asset Management by uploading the data using a service catalog on a single click.
• Automated deactivation of access to users using Workflow Scripts by integrating to AD.
• Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows
• Performs migration activities (Dev to QA, QA to Prod)
• Coordinates Service Catalog options, including two-step checkout, cart controls, and variables
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues
• Coordinates installation of ServiceNow upgrades and/or service packs. Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
• Develops and improves user systems procedures, and prepares systems documentation.
• Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.
• Developed Service Catalog items based on the requirement provided by the stakeholders.
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.

Confidential - Rochester MN

ServiceNow Developer/Admin

Responsibilities:

• Worked on Change Management by enhancing the form for outages and added some fields based on requirement.
• Worked with call center to evaluate the forms and make most of the fields on Incident Management form automated using client scripts and business rules.
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Worked on End to End implementation of Discovery.
• Maintained the Configuration Items and modified the forms and form Sections.
• Worked on Configuring the IP Addresses to help find out the undiscovered CI's into CMDB.
• Integrated Service-Now with a third party to store all the credentials to avoid breaching up of credentials.
• Wrote Classifiers and identifiers to direct the discovery tool to gather the information of the configuration items with no error.
• Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
• 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.
• Created Dash boards on requirement.
• Worked on enhancing some Service Catalog Workflows which were creating glitches.
• Reported inconsistency of form fields and maintenance of CMDB CI's.
• Gave suggestions to how the data needs to be moved from one Instance to the other using Update sets.

Confidential, Atlanta,GA

ServiceNow Developer/Admin

Responsibilities:

• Worked on end to end implementation of CTI Integrations, Supported the team with the work flow of the integrations.
• Designed and delivered technical methodologies around the ServiceNow 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 ServiceNow requirements and developed and configured the ServiceNow platform.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Strong knowledge of the server side scripting Business rules and Script Includes.
• Worked with Apache Jelly to create various kinds of UI pages and Macro templates.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
• Currently working to develop new service catalog items and fix bugs in incident, problem and change management.

Environment: Java Script, JSON, jQuery, Prototype, Webservices, SOAP, SQL, XML, HTML, iFrames, AJAX, Shell scripting, Log4j, Integrations, Cloud services, ITIL, SCRUM.

Confidential, Columbus, OH

Java Developer

Responsibilities:

• Worked on persistence layer using O/R Mapping tool Hibernate with Oracle 10g Database
• Involved in End to End Design and Development of UI Layer, Service Layer and Persistence Layer.
• Implemented Spring MVC for designing and implementing the UI Layer for the application.
• Have Used Spring IOC to inject the services and their dependencies.
• Implemented Sitemesh as the web page layout and decorating framework to aid in creating the consistent look and feel for the web application.
• Have used AJAX to retrieve data from server synchronously in the background without interfering with the display and existing page in an interactive way.
• Have Used DWR (Direct Web Remoting) generated script to make AJAX calls to JAVA.
• Involved in writing Javascript for dynamic manipulation of the elements on the screen and to validate the input.
• Involved in writing Spring Validator Classes for validating the input data.
• Involved in writing complex PL/SQL and SQL blocks for the application.
• Provided expertise for performance optimizations on the end-to-end solution, implemented performance enhancements to database interaction objects.

Confidential

Java Consultant

Responsibilities:

• Involved in requirements gathering, analysis, design and testing of the complete system.
• Implemented the presentation layer using JSP, HTML and CSS.
• Configured Tomcat Apache for deployment.
• Designed and created various tables required for the project in MySQL database.
• Developed the application using Eclipse.
• Part of the team which was responsible for designing and developing the application in n-tier fashion as per struts based MVC architecture standards
• Designed and developed the Web-based User Interface on Jakarta Struts Framework using Java Beans, Servlets, JSP and JavaScript.
• Responsible for developing the Registration modules of the wholesale application
• Utilize various Java Design patterns to develop Business modules based on the required functionality
• Responsible for developing the application level flow by utilizing Java, JSP and Struts
• Developed the business components (in core Java) used for the calculation module (calculating various entitlement attributes).
• Responsible for developing the OS specific scripts (Shell Scripts) for automating the closing doc Process.
• Wrote stored procedures and functions on Oracle.

Environment: Java, J2EE, JSP, Servlets 3, HTML, JavaScript, CSS, XML, and Tomcat 6.

Confidential

Project Manager

Responsibilities:

• Proposal design involving research methodology formulation, cost and timelines estimation Client interaction
• Designing research instruments - Screener and main Questionnaires for the primary survey, in-line with the objectives.
• Managing Data Collection process (Field Team Management - Coordinating, briefing, and field teams to ensure efficiency in process of error free data collection)
• Managing operational aspects of project execution
• Preparing analysis plan, and coordinating with Analysis teams for data tables in the required formats.
• Analysis of quantitative data to generate insights addressing the research objectives
• Report preparation & Insight generation
• Presentation of final deliverables to the client
• Ensuring complete follow-up with clients during the course of the research assignment, and delivering customized reports in-line with research objectives.
• Managing and a team of 1 junior researcher and 1 project executive.
• Ability to perform under pressure.
• A proven record of meeting project deadlines.
• A successful team player- have mentored and trained professionals to handle accounts independently.
• Ability to learn new concepts quickly.
• Comprehensive problem solving abilities.