SUMMARY:

• Sixteen years of progressive experience as Information Systems Administrator with demonstrated skills in Servicenow, Local (LAN) and Wide (WAN) area network design, implementation, support, and maintenance
• Extensive practical experience of systems analysis, design & integration, systems management and optimization, disaster recovery, security, client/server database management systems, quality assurance, project management
• Extensive experience with analyzing user’s requirements, concept of operations documents, and system architectures to develop system requirements specifications

TECHNICAL SKILLS:

Operating System: Windows

Networking: Microsoft, Novel, Citrix

Database: Familiar with SQL and Veritas Foundation

Protocols: TCP/IP, DNS, DHCP, Layer 2/3 network devices

Analytics: Servicenow, DashboardsProgramming: HTML, JavaScript, XML XHTML

Methodology: ITIL

PROFESSIONAL EXPERIENCE:

Confidential, Fairfax, Virginia

ServiceNow Systems Administrator

Responsibilities:

• Extensive knowledge of Reporting and Analytics, created multiple reports for different groups per their requirements. Scheduled reports, created Dashboard for Departments. Trained end user with and without ITIL role.
• Extensive knowledge of multiple applications and modules including: Incident, Problem, Change, Request/RITM/SCTASK, Discovery, Asset & CMDB and workflows
• Familiar with use and creation of Business Rules, Client Scripts and UI Policies. Provided thorough IT support
• Strong understanding of RMF, ITIL life cycle, SDLC Methodologies including Waterfall, Scrum.
• Configured 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.
• Experience working with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists etc.
• Extensive knowledge about creating the process and requirement documentation for upgrading and integration of Service Now.
• Knowledge of working with different kind of scripts in ServiceNow and their order of execution.
• Experience working with email notifications, inbound actions, reports, gauges, and home pages.
• Experience on creation of catalog items, wizards, record producers, interceptors, user guide.
• Hands on experience with LDAP and mid server integration and configuration.
• Working on creation and customization of complex workflows and custom workflow activities.
• Worked with transform maps, data sources and different transform scripts for data loads and management.
• Working with schedule jobs, events and triggers to manage business needs and handle background work.
• Configurable SLA implementation in Incident and service catalog management based on user defined parameters.
• Continuously learned Agile/Scrum techniques and shared findings with the team.
• Facilitated getting the work done without coercion, assigning, or dictating the work.
• Built relationship with Product owner and other stake holders to facilitate team's interaction with them.

Sr. Systems Engineer

Responsibilities:

• Monitor the security of critical systems (e.g., e-mail servers, database servers, web servers, etc.) and changes to highly sensitive computer security controls to ensure appropriate system administrative actions, investigate and report on noted irregularities.
• Conduct network vulnerability assessments using tools to evaluate attack vectors, identify system vulnerabilities and develop remediation plans and security procedures. Ensure adequate Antivirus protection & solutions are maintained and updated. Hands on experience on SEP (Symantec Endpoint Protection).Ensuring that support calls are logged and handled effectively and efficiently using ServiceNow Change Management System.
• Investigate potential or actual security violations or incidents in an effort to identify issues and areas that require new security measures or policy changes.
• Define, establish and manage security risk metrics and track effectiveness.
• Coordinate with third parties to perform vulnerability tests and create security authorization agreements and standards.
• Collaborate with business units to determine continuity requirements.
• Conduct business impact analysis for vital functions; document recovery priorities of the key processes, applications and data.
• Prepared detail practices and procedures on technical processes.
• The ability to balance risk mitigation with business needs.
• Monitored events, responded to incidents and reported findings.
• Performed initial IQ/OQ (Installation Qualification/Operational Qualification) for new PCs, laptops and Servers
• Supported and maintained software configurations via Group Policy
• Worked with the Technical Support Specialist to ensure applications are properly configured and deployed on the workstation images
• Maintained Fiber Channel Configuration, Fabric & LUN Management, Storage Management
• Maintained Brocade Switches, EMC Clarion 300 & 600, NetApp Filer, Microsoft Storage Server
• Performed VERITAS and Microsoft Clustering and Hot-site replication

System Implementation Manager

Responsibilities:

• Instrumental in improving customer-satisfaction ratings through suggestion, development, and implementation of new reporting procedures.
• Increased employee knowledge by assisting with development and implementation of product-awareness program.
• Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies.
• Received outstanding positive comments from team members on employee reviews, as well as exceptional feedback from senior management.
• Troubleshooting hardware problems in regards to: all the server range, SAN boxes, tape backup units, switches, KVM
• Solving software problems - Microsoft (Windows NT/2000/2003, Veritas Backup Exec, Arc Serve 2000; Citrix XP.
• Troubleshooting and solving networking issues - TCP/IP, DNS, DHCP, Layer 2/3 network devices