SUMMARY

• An ambitious and optimistic with over3 and halfyearsof hands on experience in the IT industry involved in providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (Service - Now).
• Certified ServiceNow Admin.
• Solid working experience on different modules ofServiceNow.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations. Enhanced personal skills by continually taking training.
• Experience in importing data from various data sources using Import Sets and Transform Maps.
• Experience on designing SLA/OLA definitions.
• Provided requested enhancements to the existing Service now applications and also involved in integrating with third party applications and data sources.
• Experience in creating Email Notifications Inbound emails actions and update sets for service requests.
• Experience in enhancing the Service Now functionality by customized java script code to support the new business needs.
• Experience in creating Business Rules, Client Scripts, UI Policies and UI Actions using JavaScript.
• Experience in writing SQL Queries.
• 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.
• Experience in different software development life cycles like Water fall and Agile.
• Tremendous problem solving and troubleshooting skills, leadership qualities, strong analytical, organizational, multitasking, execution skills and presentation skills with ability to co-ordinate activities and interact with end users in a fast paced team environment and ensure delivery within time frame.
• Magnificent verbal and written Communication, Strong experience interacting with clients, end-users, requirement gathering, understanding requirements, analyzing solutions. Ability to work in tight schedules, mentor and team player with strong aptitude towards interpersonal communication with ability to work in team and independently.

TECHNICAL SUMMARY

Programming languages: Java, SQL, HTML, Java script

Operating Systems: Win 7/8/10, Unix, Win Server2000/2003.

Database Systems: MS SQL server, MS Access, Oracle 10 g/11g.

Other Tools: MS Office, VMware, Oracle SQL Developer, PL/SQL developer, MS Office, MS Visio

Management Tools: MS Visio, MS Word, MS Excel, MS PowerPoint, MS Project

ITSM Tools: ServiceNow Eureka/Fuji/Geneva/Helsinki/Istanbulnge

PROFESSIONAL EXPERIENCE

Confidential, FL

Service Now Admin/Developer

Responsibilities:

• Working on various modules of ServiceNow which include Incident, Change and Problem Management.
• Interacted with Stakeholders, Users and Customers for gathering requirements to arrive at design solution.
• Designed a portal, to provide end users ease of access while creating requests. Made several enhancements to the portal based on the feedback received from users.
• Involved in designing the portal and showcasing it into a user friendly environment.
• Manages data with Tables, Import Sets, and Update Sets.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced Customizations that require modification of UI Pages/Macros.
• Performs core configuration tasks including system policies, business rules and client scripts.
• Worked with reporting and configuring service level agreements (SLA’s).
• Strong knowledge of the server side scripting Business rules and Script Includes.
• Worked on end user reported issues against ServiceNow.
• Performed Data Loads as per Client Requirements.
• Responsible for end to end production support - Incident Management and Change Management.
• Analyzed and resolved the incidents reported to the team.
• Determined if the reported issue is reproducible and investigate further as necessary.
• Provided the necessary details to underlying system teams (i.e. Windows, Network, etc.) to resolve the incident if the error is thrown by Underlying Systems.
• Developed Service catalog by creating new catalog items, designing workflows and execution plans.
• Created Record Producers, Catalog Client Scripts, Work flows, Script Includes
• Performed Unit Testing, User Acceptance Testing and Bug Fixing.

Confidential, Phoenix, AZ

Service Now Admin/Developer

Responsibilities:

• Provided Account Maintenance Support of reported Incidents for break fixes or as per request from Account team/client.
• Scheduled timely cloning of instances after the release
• Performed regression and re-testing of Incident, Problem, Change, Service Catalog, reporting on different devices.
• Worked closely with business analyst and stake holders to understand requirements.
• Conducted training session on Integration for the offshore team.
• Effectively managed and fixed the bugs after every release.
• Provide on Call support
• Worked on Upgrade from Fuji to Helsinki, owing to flexible enhancements in Helsinki.
• Experience on testing updates in QA environment.
• Created updated sets to move customizations between different instances.
• Performed administrative responsibilities for ServiceNow instances including patching and upgrading.
• Generated reports and created dashboards.
• Worked with reporting and configuring service level agreements (SLA) and Operation level agreements (OLA) for different business services.
• Create monthly Metric reports for IT management teams and assist with scheduling data exports to application owners.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Involved in designing the workflows using ServiceNow workflow
• Used ACL’s for controlling the security mechanism in ServiceNow.

Confidential, Atlanta, GA

Service Now Admin/Developer

Roles & Responsibilities:

• Involved in creation of functional and technical design documents as per the requirements from the business team.
• Developed ServiceNow applications, modules, and tables as per requirement.
• Involved in creation and configuration of business rules, client scripts as per the required functionality.
• Worked on integrating ServiceNow with external SOAP and REST based web services.
• Involved in the ServiceNow instance upgrade activities.
• Scheduled cloning between various environments in ServiceNow.
• 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,Manages users, groups and roles.
• Performs core configuration tasks including system policies, business rules and client scripts.
• 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.

Confidential

Business Analyst

Responsibilities:

• Assisted Program Manager by helping them track on various projects and maintained the project schedule by conducting analysis on slipped tasks, upcoming milestones, and dependencies. Researching variances and reporting on or escalate findings by tracking inter-project and task dependencies and report on impact to schedules at the project and program level.
• Maintained documentation of project and program-level risks and issues, including ensuring impact analyses and mitigation/resolution plans are captured. Escalated to the PM where required, and executing follow-ups on risk/issue closure by governing the time reporting system for specific projects. Analyze reported time for inconsistencies with the project schedule.
• Tracked project costs against the budget by creating and analyzing monthly budget reports based on resources actual hours, travel expenses, hardware and software purchases, and capital expenses.
• Compiled project status and keeping track of cost structural transformation by communicating with external and internal vendors
• Planned roll out strategies and maintaining meeting minutes.
• Gathered business requirements interviewing stakeholders, business partners and end users.
• Interacted with team leaders to identify and analyze the given information, procedures and decision flows.
• Using SQL tools to access data and interfacing with SAS developers to perform data analysis.
• Translating business requirements into functional specifications and design.
• Created Use-Cases and Business Use-Case Model after accessing the status and scope of the project and understanding the business processes.
• Defined Project scopes and worked with development and project team through delivery phase.
• Submitted status reports to the higher management on the progress of the health program on a regular basis.
• Assisted in conducting customer acceptance testing.
• Supervised and directed the logistics group of the cadet wing
• Appearance, discipline, effectiveness, training, and conduct of the logistics group
• Budgeted Wings finance and worked with businesses in regards to sales of outfit uniforms and equipment
• Responsible for organizing and providing materials needed to execute Leadership Lab and cadet wing activities
• Responsible in making sure everyone upheld articles of conduct and the Aggie Code of Honor
• Served as an Arbitrator for Squadron 12 DET 805 in dealing with cases that pertained to violations in academic, military, and criminal offenses.

Confidential

Field Training

Responsibilities:

• Learned important leadership skills that would help me in the military and civilian world
• Helped me develop emotional and stress management skills during challenging scenarios
• Taught me to apply critical solution skills under stressful and limited time conditions
• Lead my flight in field exercises and in mock deployment exercise. Our efforts resulted in the Earl Rudder Flight award.
• Personally rank at the top 5% of the entire 2008 Confidential Field Training group.
• Planned and coordinated Recruiting events and presentations
• Conducted interviews for prospecting cadets
• Lead the outfit recruiting team and Succeeded in increasing number of incoming cadets from 50 to 100 in the following year.