PROFESSIONAL SUMMARY:

• 10 years of IT Experience in ITSM domain and tools like ServiceNow, HP Service Manager, HP ServiceDesk, HP Connect - It.
• Good knowledge in Cloud server provisioning, virtualization, IT infrastructure.
• Rich knowledge and experience in end to end Design, Develop, Implement, Upgrade, Migration and Spport of the ITSM tools.
• Sound Knowledge of ITSM and ITIL frame work.
• Excellent knowledge in introducing Best Practices, performance tuning, Javascript, RAD debugging.
• Excellent knowledge in Integration and WebServices.

TECHNICAL SKILLS:

Primary & Project Acquired skills: ServiceNow, HP Service Manager 9.x / 7.11, HP Service Center 6.2.8, Connect IT 3.8 / 4.0, Javascript, Cloud Provisioning, IaaS, SaaS, Web Services, REST API, SOAP.

Secondary Skill: Web Services, HP uCMDB, Remedy, Clarify, Soap UI.

Primary Domain Skill: ITIL, Cloud Provisioning.

Trained Skills: HP ServiceManager 7.x/9.x, ITIL Foundation, HP Connect-it.

PROFESSIONAL EXPERIENCE:

Confidential, Cincinnati

ServiceNow Technical Architect

Responsibilities:

• Develop workflows using ServiceNow Orchestration to build the process for provisioning/hibernate/reactivate/resize and decom a VM.
• Automate various account register in IDM, LDAP, AD, ARS etc with integration using SOAP, REST API.
• Create/Remove CI’s and relations to the CI’s are automated with the Workflows and automated emails of the requests.
• Requirement gathering, design, implement, deploy, test and support the Ondemand functionality in ServiceNow.
• Mentor and assist an offshore team.
• Perform RCA.
• Regular reporting for the OnDemand ticket trends and provide weekly update.

Confidential

Senior Developer

Respnsibilities:

• Working in SM development and Enhancement to improve the existing system and to implement the new enhancement for Service Desk, Incident Management, Problem Management, Request Management, Service Catalog, Knowledge Management, ESS and the integration of SM with 3p tools in the scaled environment.
• Initiate and perform performance improvement of HPSM.
• Redefine Release Management process used within the project.
• Working in Web Services and Connect - IT integration to manage the scenario in production environment and to execute the scenario.
• Worked for uCMDB and SM Federation and Replication integration.
• Worked for Configuration Management customization for the required information from UCDMB.

Confidential

Senior Developer

Responsibilities:

• Upgrade Request management
• Design, Implement and Customize Incident Management, Service Desk Module, ESS and Change Management.
• Identify the major issues while upgrading and resolving them.
• Prepared the Data Migration Doc.
• Prepared post migration deployment doc.
• Created an interface which creates an IM ticket in HPSM from an email using the Email Connector in HP Connect-it.
• Deploy the builds on need basis, into different SM7 environment like Systest, BlueLite and then finally to Production after testing.
• Applied patch on need basis on SM7.
• Provide Post Production Support.

Confidential

Senior Developer

Responsibilities:

• Working on Incident, Change, Request, Problem, Knowledge management module in HP ServiceCenter.
• Customise the HPSC application as per the requirement from the Business Analyst.
• Provide effort estimate on the Enhancement request and provide feedback on the impact to the Stakeholders.
• Deploy the builds after the development for a release, into different Service Center environment like Systest, BlueLite and then finally to Production after testing.
• Worked on the Performance improvent Plan intiated to improve the performance of the HPSC system, hence optimized the Code to improve the response time for critical actions in HPSC.
• Prepare functional specification, technical specification, deployment document before the release.
• Update the Connect-it scenarios as per the requirement.
• Update the Interface on Web Services as per the requirement.
• Excellent knowledge in RAD tracing, JavaScript, RAD debugger, dbdict, datadict, unload utility, format designer, Process, scripts, Display Option, Object, Web Services, ScriptLibray, Event services, Wizards, triggers, scripts.

Confidential

Technical Consultant

Responsibilities:

• Prepared in creating WBS, Design Document, Test Plan, Use Cases
• Involved in process workshops and conducted technical workshops with customers technical and process teams to provide demo and then give feedback on technical questions.
• Discussion with Server team and customer’s technical team on the server sizing requirements.
• Understand the service management process requirements of a customer and translate them into functional requirements
• Carry out approved customizations as per client requirements
• Carry out analysis and effort estimates for various customizations
• Build Demo,, Development, System Test, UAT and Production Environments for HPSM solution.
• Prepare high level design, technical architecture for deployment & document the same
• Documentation of the implementation / customization done in the projects.
• Onsite coordination
• Configuration, Tailoring and Customization of Incident Management, Change Management, Service Desk, Service Catalog, Request Management Modules in HPSM

Confidential

Support Engineer

Responsibilities:

• Responsible for tracking the cases logged on the systems, ensuring the work on customer problem reports progresses in accordance with Service Level Agreement (SLA) guidelines
• Work with in project engineering and influence progress on the cases towards addressing customer problem reports.
• Articulate complex problem and solutions descriptions to engineering team, different levels of management, escalation management. Handles sensitive situations and issues involving business impact.
• Worked on the initial troubleshooting of the tickets logged by user. Working on form designer, format control, display options, Event Services, ScriptLibrary.
• File system maintenance, User maintenance, and Disk and memory usage.
• Involved in the testing of Service Center performance and UAT testing for HPSX.
• Involved in Release and Move to Production of the fixes.
• Perform troubleshooting on various Web servers, Application Servers, Load manager, Database Server, in UNIX and Windows environment.
• Running stored queries on the SQL server for reporting and troubleshooting.
• Troubleshooting on Integration platform: Connect-It, Biztalk Server 2006.