SUMMARY

• Around 12 years of total IT experience in Design, Development, Administration, System analysis, Testing, Implementation and Maintenance.
• 3+ years of 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), Extensive experience in ServiceNow / CreateNow development and Implementation.
• A ServiceNow expert with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive noledge on Content Management System.
• Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements.
• Design and engineer solutions leveraging all appropriate components offered by ServiceNow to answer the needs for business workflows, ticketing or other ITSM requirements.
• My other experiences include in industries like retail, media and telecom. I did other projects with FedEx Kinkos - QA, Dish Network - QA, Cingular/AT&T - Management - As IT Auditor (SOX) / Process Implementation Manager.

TECHNICAL SKILLS

Applications: Service Now (Eureka, Fuji), Create Now, Microsoft MQ Series, MS Project, Access, Excel, Lotus - Notes, Documentum, Remedy, Star Trac,, Siebel CRM and ICM.

LanguagesSQL, PL/SQL, C, C++, Core JAVA, JavaScript:

Tools & UtilitiesTOAD, SQL* Plus, Pl/sql developer, vi Editor, Sql Developer:

Testing Tools: Mercury Test Director HP QC, Win runnerBug Reporting HP QC / Test Director, PVCS Tracker, CoreVoice, Lotus TT and Clear Quest

Databases: PRISM, Documentum, MS Access, Oracle8i,9i SQL-Server 8.0/2K, Db2Web Technologies Web Methods, Testing on HTML/WAP/ASP/JSP,.Net, XML, DHTML, Netscape. IE

PROFESSIONAL EXPERIENCE

Confidential, Pittsburg PA

Senior Service Now Developer

Responsibilities:

• Build custom app using CreateNow dev suit for financial Issue Management System from scratch to replace legacy system. (Eureka with UI 11)
• Custom modules created on current project - Issue, Root Cause Analysis, Problem, Permanent Resolution, Permanent Resolution Task, Containment and Containment Task. Also Landing Page / Home Page, Reports and Record Producer
• Involved in requirements phase to halp define custom Issue management solution for client. Processes/Modules include Issues, Root Cause Analysis, Containment, Problem, and Permanent Resolution.
• Manage configuration item (CI) in configuration management database (CMDB).
• Create, search and modify CI in asset manager to ensure relationship and asset accuracy.
• Use business analysis skills to directly interface with customers to design and build applications dat meet business goals and objectives.
• Developed application prototype on sandbox instance (Fuji) for client’s approval.
• Involved in developing Data Model, Functional Design Document.
• Developed all the tables, fields, sections, related lists for all the modules and application menus.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs
• Developed operational requirements documentation and train operational staff to maintain solution.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system
• Create new service catalog requests and items with variables
• Create, monitor, modify, and publish service catalog workflows with approvals
• Build reports, gauges, and home pages.
• Create and use update sets to move customizations between systems.

Confidential, Plano TX

Service Now Developer

Responsibilities:

• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Created reports, workflows, data imports for Incident, Problem, Service Request, and Change Service Nowmodules
• Create new service catalog requests and items with variables
• Developed UI Appearance for Service Catalog Requests
• Search, populate, and customize the noledge base.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs
• Use business analysis skills to directly interface with customers to design and build applications dat meet business goals and objectives.

Confidential, Dallas TX

Service Now Developer

Responsibilities:

• Designed and configured the Incident, Problem and Change Management applications supporting ITIL and business processes.
• Created, monitored, modified, and published workflows with approvals
• Utilized Java Scripting to deliver solutions dat automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Understanding the requirements and designing the workflows.
• Create and use update sets to move customizations between systems.
• Understanding the requirements and designing the workflows.

Confidential- Plano, TX

LST Manager

Responsibilities:

• Communicate to project teams the Software Quality Assurance (SQA) process and the established set of activities and artifacts dat are required in order to comply with the Wireless Unified Process (WUP) System Development Life Cycle (SDLC) control activities.
• Train and mentor Project Managers on SDLC / SOX processes and provide assistance during complete project life cycle.
• WUP SDLC specific activities designed to ensure (SOX) Sarbanes-Oxley compliance and to prevent defects through review of key artifacts.
• Perform Internal Audits both at project and release level pre and post process automation tool and communicate results
• Active participant in SIX SIGMA project team, contributed and successfully completed task such as VOC, FDM, COPQ, Process FMEA, Collect and Analyze data and conduct peer reviews during Six Sigma project phases (DMAIC).
• SQA activity: in addition to verifying artifacts, perform a high-level assessment of contents of the artifacts to assure compliance of predetermined criteria such as to templates/processes.
• SQA activity: perform a check to ensure existence of artifacts and dat the artifacts have been reviewed and signed off.
• Create SQA Plan and Schedule with PM for all QA deliverables. Verify deliverables and activities per SDLC SOX control definitions.
• Recipient of performance award “CINGULAR SENSATION” for achieving great results.

Environment: Clear Case, PRISM, Documentum, Remedy, Work Flow Module, Project Module, SQA Module, MS Office, MS Access, and RTS.