SUMMARY:

• IT service professional with 10 years of experience in the IT industry serving hospitals, retail, manufacturers, school and professional recruitment industries. Working experience in 2nd line support helping clients to resolve complex IT technical issue.
• 2 and half years of hand on expertise in designing, developing, deploying, and maintaining ITSM tools and other supporting applications.
• Good knowledge and understanding of ITIL process.
• Possess excellent client facing skills, natural problem solving and analytical skills. Ability to contribute to the development of best practice, procedures and policies within a company.
• Ability to work in tight schedules, mentor and team player with strong interpersonal communication with ability to work in team and independently.
• Use administration of common platform applications: Knowledge base, service catalogue, workflows, SLA's, reporting & asset management.
• Core application administration: Policies interactions, application security, events notifications.
• Managing client scripts, UI policies, UI actions and data policies.
• Moving data in and out of an instance, using import sets and transform maps. Auto import of data into service now.
• Defining Service Level Agreements - SLAs, notifications, and reports.
• Develop new applications from beginning to end.
• Maintains existing applications. Creates code that meets system standards.
• Integration of service now with LDAP for authentication.
• Integration of Service Now with SCCM
• Subject matter expert on incident management, change management process and knowledge article.
• Designing the content management system for various system which involved layout, UI pages, CSS and service catalog work.
• Working with dynamic HTML components: JavaScript, CSS, and HTML.

PROFESSIONAL EXPERIENCE:

IT Consultant

Confidential

• ServiceNow applications implemented for: Incident, problem, Change, Configuration, Asset Management, and Software Asset Management.
• Installation and configuration of different modules of Service-Now.
• Design and implement new functionality using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control Lists.
• Service Catalog and Request Workflow Design and Configuration.
• Designing the content management system for various system which involved layout, UI pages, CSS and service catalog work.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Perform day to day administration of the Service-Now Tool to maintain business services and configuration item relationships in Service-Now tool.
• Managing users, groups and roles
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues
• Coordinates installation of ServiceNow upgrades and service packs and manages the preparation of systems, test criteria
• Load, manipulate and maintain data between Service-now and other systems.
• Coordinate with IT managers to generate views and reports as needed.
• Designed and developed user interfaces using JavaScript for handling of requests and responses from the client Within ServiceNow.

Lead Engineer

Confidential

• Service-Now consultation and implementation.
• Working with and functional requirements within ServiceNow for CMS, Catalog Management, Incident, Web services and interfaces
• Grooming new comers and sharing knowledge.
• Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow and proposing resolution and design suggestions
• Facilitating rollout of new applications and modules.
• Application UI Configuration
• Scripting and advanced conditioning
• Documentation of changes and new development as technical and functional specs.
• Design and implement new functionality using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control Lists.

Desktop Support Engineer

Confidential

• Implementation of Airwatch deployment (Mobile Device Management)
• Implementation of ward-ware application at ward using iPad & iTouch
• Involved with IT based project such as single sign on, Digital dictation & Printer rationalization.
• Installing and deploying Dell / HP desktops, laptops, hardware and software
• Software deployment via Novel Zenworks Management Tool used to assign/deploy software to machines throughout the Trust.
• Active Directory, administered user accounts, mailboxes and group policies.
• Applications supported PACS (X-Ray), i-PM (Patient Management), Infoflex, ICE, CRIS, BigHand, NHS mail,
• IP Networking DNS, DHCP, routing and patching cables.
• Exchange 2010 - Mailbox’s admin, creating, granting permissions to send on behalf.
• Worked with third Party Suppliers, GE Health Care, Big Hand, PACS
• Liaising with management, server and networks teams

Customer Support Engineer

Confidential

• Processing customer sales and credit agreements, providing advice and guidance to customers on purchase of laptop, PCs, TVs and broadband connections.
• Providing support in other areas of the stores.
• Responding quickly and effectively to all customer requests.

Field Support Engineer

Confidential

• Installation and maintenance of printers at customer site.
• Maintenance of laser jet, Inkjet and Dot matrix printers.
• Trouble shooting of LaserJet, DeskJet printer and Multifunctional Device.
• Fixing all kind of mechanical related and board level problem.
• Installation and troubleshooting of network printers.
• Experience in servicing A3 Size LaserJet and DeskJet printers.
• Experience in Troubleshooting and maintenance of HP color and Mono LaserJet Printers.
• Trouble shooting the desktop systems running on Windows 2000 & windows XP Series.
• Generating technical documents daily & monthly wise and reporting to the manager.