SUMMARY:

• Around 7 Years of extensive IT experience in Development, Testing and Administration and with proven expertise for 3 + years as ServiceNow Developer and for 3 years as Remedy experience in coding, development, deployment and production support of complex high performance.
• Have been involved in manual testing which involves Client interaction, Requirement understanding and analysis, Test Specification Document preparation, Test Case Design, Test Data preparation, Test Case Execution and Defect Tracking.
• Experienced in web service testing using SOAP UI tool.
• Good knowledge in SDLC models, STLC models, Test Methodology & different levels of testing.
• Involved in Black Box Testing, Functional Testing, Integration Testing, System Testing, Regression Testing, Web Services Testing and Web Testing.
• Good Knowledge on SQL and QTP.
• Worked on SaaS (Software as a Service) based tool with focus on implementing ITIL processes and development of solutions to migrate and/or integrate disparate data to an enterprise CMDB solution.
• Experience on implementing end - to-end Service Catalog, Incident Management, Configuration & Asset Management in Service now.
• Used SCRUM/Agile development methodology.
• Worked on Import sets and data transformation.
• Knowledge of Service-Now web services.
• Very good understanding IT related technologies (Java, J2EE, Jelly Script.Net, Mainframe, Web service, and Middleware) to discuss with developers and business.
• Extensively worked with Berlin & Dublin and Eureka releases of SERVICENOW platform and experienced on Jelly Scripts / Java Scripts.
• Remedy Configuration data foundation using latest tool Effective Technology Transport.
• Data load using Data management tool (Data load, data wizard).
• On board client configuration.
• Have been involved in production support and configuration (Data Analyst).
• Asset configuration of different CI using AIE and DMT.
• Bug analysis and fix.
• Package development and deployment in respective environment.
• Good team player and involved in building activities of the team(Team Outing, parties)
• Quick learner, flexible and positive attitude towards sharing team work.
• Participate in cultural activities (song, dance) in organization.

TECHNICAL SKILLS:

Testing Tools: Bugzilla, Testopia, Quality Center, QTP, Soap UI

OS Platforms: HP Unix, Sun Solaris, Linux,Aix, Windows 2000/XP/NT

Incident & Change Management: CA Advance Help Desk, Remedy

Languages: SQL, PL/SQL, Java

Databases: Oracle 9i/10g/11g, MS SQL Server

Case Tools: Visio

Tools & Utilities: Toad, SQL Developer, Oracle Enterprise Manager, Putty, Telnet

PROFESSIONAL EXPERIENCE:

Confidential, Milwaukee, WI

ServiceNow Consultant

Responsibilities:

• Responsible for modifying and gathering requirements and customizing Service Catalogs for organization.
• Involved in providing the design solution domain separation & Company separation document and implementing.
• Data Archiving support.
• Developing java scripts and configuring workflows to implement additional features, customizations and enable the process flow
• Working on upgrading from Berlin to Eureka.
• Created reports, workflows, data imports for Incident, Problem, Service Request, and Change Service Now modules
• Responsible for gathering requirements and customizing Business Service Catalogs for organization from the scratch.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates worked on language enhancement project to develop entire environment in Spanish and Portuguese languages
• 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
• 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
• Performing quality assurance testing and user acceptance testing.

Environment: ServiceNow Eureka, Core Java, Swing, HTML, XML

Confidential, Kansas City, MO

ServiceNow Developer/Admin

Responsibilities:

• Worked on Orchestration to automate the top and frequently used service requests
• Responsible for analyzing, designing and developing business applications which involved customization, workflow administration, data imports, custom scripting using JavaScript.
• Coordinated ServiceNow environment/form back-end customizations. Notified clients and updated documentation.
• Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.
• Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement.
• Involved in providing production support for Service Catalog, Incident, Problem, Change, Release, Deployment, Task, Knowledge management modules in Service Now platform.
• Support Business departments by coordinating Moves, Additions and Changes with IT Services and Facilities.
• Involved with working in an Agile development environment.
• Responsible for Berlin Up gradation in Service Now and also involved in the analysis of the impact on the existing customization after Berlin up gradation.
• Responsible for mentoring peers and junior curriculum developers in Service Now platform.

Environment: Service Now Berlin, Core Java, Swing, HTML, XML

Confidential

ServiceNow Consultant

Responsibilities:

• Analyses and resolves testing issues during test planning and test execution phases
• Test Execution (Executing test cases, raising and retesting test defects)
• Performed GUI, Functionality, Regression, Sanity Testing, System Testing and User acceptance testing.
• Ticket handling regarding workflows, reports, forms and views and timely resolutions.
• Built forms from scratch along with advances customizations at the level of UIMacros/UI page as per the complex requirements.
• Worked on Notifications and Reports to be generated for the user. Also worked on Inbound/Outbound Email actions.
• Created a lot of clients scripts/UI policies.
• Implementation end-to-end Service Request Management process, in Service-Now.
• Creation and customization of service request forms, UI scripts, Catalog Client scripts, Workflows.
• Part of development team building automated Invoice tool for internal client billing purpose using Java swing.
• Created user friendly UI pages for login and other navigation.
• Used java codes for backend processing.
• Developed the entire tool in eclipse.

Environment: ServiceNow Berlin, Core Java, Swing, HTML, XML

Confidential

BMC Remedy Development

Responsibilities:

• Chorus is a Service Management tool for Tier 1 Services composed of selected best of breed tools.
• Designed and implemented based on IT Infrastructure Library best practice. The single solution used within the various CGI support groups to deliver IT services to the CGI clients. As a part of application support I worked on resolving tickets on ITSP 7.1
• Bug analysis and fix.
• Analyze and enhance ITSM and custom built application in BMC Remedy.
• Package development and deployment in respective environment.
• Developing new application (Email Communication) in BMC Remedy.
• Analyze and enhance ITSM and custom built application in BMC Remedy.
• Installation and Administration of BMC Remedy ITSM suite.
• Applying service pack and new patch for ARS and ITSM applications.
• Production release of the new enhancement in ITSM through change process.
• 24x7 support to the remedy environment to ensure 99 % availability of remedy application services.
• Custom report generation through Remedy Java API’s
• Integrating BMC Remedy with external system like SRMS using web services.
• Creating and building Service Targets for ITSM applications.
• Administrating Atrium CMDB by maintain the reconciliation jobs and AIE jobs.

Environment: ARS Version 7.6.03, Tomcat, Oracle 9i, Windows 2003

Confidential

Responsibilities:

• Configuring data foundation using latest tool Effective Technology Transport in all environment including Production.
• QA after loading data.
• Data load using Data management tool (Data load, data wizard)
• On board client configuration.
• Asset configuration of different CI using AIE and DMT
• Functional & Technical understanding of the Change/Customization Requirements
• Prepare detailed technical designs document for each Change/Customization Requirements
• Prepare Functional Test Cases for Customization Requirements
• Involved in preparing the Automation QTP POC to automate sanity test cases
• Involved in web services testing using Soap UI tool
• Implementation of Customization Requirements
• Service Request ticket completion.
• Client interaction and ticket resolving.
• Report generation based on client requirement

Environment: BMC/ITSM (Remedy) 7.5, Tomcat, Oracle 9i, Windows 2003

Confidential

Responsibilities:

• Interacting with the Client B.A for Gathering the requirements.
• Data Flow Testing, Ad Hoc Testing.
• Oversaw and tested the application developed using Bottom Up Testing, & many others. Manual Testing was used to test the software.
• Mapping requirements on the Requirement Traceability Matrix.
• Defects logging
• Performing Re-testing and Regression testing.
• Underwent SRS and prepared both negative and positive test cases. Submitted feedbacks through project management tool. Prepared test report for the project.
• Conducted Smoke Testing, Functional Testing, Re-Testing and Regression Testing.
• Executing the Test cases to validate the functionality.
• Involved in browser compatibility testing to test the look and feel of customer portal.

Environment: Java, JSP, Oracle, Windows O.S etc.