SUMMARY:

• Overall 9 + years of professional IT experience and 4+ years of experience in ServiceNow platform as both Developer and Administrator.
• Configured Applications using Service - Now tool used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
• Experience in Installation and Configuration of different modules of Service-Now.
• ServiceNow Certified Admin.
• ITIL Foundation Certified.
• Completed ServiceNow Advanced System Administration Training Course.
• Strong leadership, problem solving, planning, business analysis, project management, communication and team skills.
• Experience in multiple business domains including finance, education, publishing, telecom and healthcare.
• Proficient with CMDB, SRM, ITSM modules (Incident, Change, Problem, Asset, SLM).
• Well versed in Database Administration and Management.
• Outstanding Application Programmer and skilled in ServiceNow Administration, Remedy ARS development, configuration and Support functions.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Strong experience in JavaScript.
• 4+ years of experience in SaaS software configuration and development using Web Services and Simple Object Access Protocol, XML/RPC, and AJAX.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes.
• Extensive experience in activities related to SFDC Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process.
• Extensive experience in activities related to SFDC Development like creating visual force page, and creating business logic using apex.
• Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management and Release/Build management in all stages of Full Software Development Life Cycle (SDLC) of software applications.
• Customization using Business Rules and client scripts. Created various UI Policies and UI actions, and Workflows.
• Worked on Client Scripts, UI Policies, Code Migration, Business Rules, Trouble shooting ongoing problems,
• Worked on Glide Records, Glide Aggregation, Date time,
• Created SOAP Messenger, and midserver, request and response queue.
• Attention to detail and complex problem solving abilities from operational and technical perspective.
• Excellent Interpersonal skills, Communication skills, Documentation Skills, problem solving ability, Analytical and Programming skills in High speed, Quality conscious and Multitasked environment.
• Experience in developing applications Coordinated with the cross-functional teams and have experience in ON SHORE - OFF SHORE environment.

TECHNICAL SKILLS:

Programming Languages: C, C++, Java, ASP.Net(C#), JEE, SQL, PL/SQL, ADO.Net, Python. Java JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC J2EE Servlets, JSP, JSTL, Struts, Spring AOP, JNDI, JMS, JTI, Ajax, EJB, Spring IOC, Hibernate, Java Beans. Data Loader, ETL, Workflow & Approvals, Reports, Dashboards and Custom Objects, ITIL ITSM, Service Now, JavaScript, HTML, CSS.

Software Methodologies: SDLC, Scrum Waterfall, Agile.

Databases: Oracle 10g, MySQL

Database Tools: SQL Client, TOAD, SQL Developer

Web/Application: Servers Confidential Web Sphere 6.x, Web Logic 10, Apache Tomcat IDE Eclipse, Net Beans, TOAD

Version Control Tools: Confidential, SVN

Tools: and Package: s Rational Rose, Ant, Maven, Log4j, TOAD, MS Office, Dreamweaver

OS: Windows XP, 2000, 2003, AIX, Linux, UNIX

Internet: Remedy Mid-Tier, Remedy Web Services, HTML, JavaScript, XML, JSON, Jelly

Tools: Remedy ARS (5.x/ 6.x/ 7.x), Remedy ITSM (6.x/7.x) (Incident, Change, Problem, Asset, SLM), Remedy Administrator, Developer Studio, Atlassian JIRA, Atlassian Confluence, ServiceNow (Berlin/Calagry/Eureka), Microsoft SQL Server Reporting Services, Crystal Reports, BMC AIE, BMC Remedy Migrator, BMC Dashboards, BMC Atrium CMDB (2.x/ 7.x), BMC Service Request Management 7.6, HP DDM (Discovery and Dependency Mapping), BMC, Knowledge Center, AlarmPoint.

WORK EXPERIENCE:

ServiceNow Developer

Confidential, Atlanta, GA

Responsibilities:

• Gathered the requirements and provided design for the catalog item implementation of two services: EoL and IOPS.
• Proposed solution for CID to be implemented outside Service Now using a Java app.
• Involved in gathering the requirements for the CID (Client Identification Data) feed to be implemented out of Service Now instance. It is used internally on the Cox network.
• Partial requirement gathering for the End of Life catalog item and proposed the solution to be implemented as per current workflow design.
• Provided design while gathering requirements for IOPS Request Catalog Item.
• Performs core configuration tasks including system policies, business rules and client scripts.
• Manages users, groups and roles
• Manages 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
• Perform migration activities.
• Coordinates Service Catalog options, including two-step checkout, cart controls, and variables.
• Worked as an Integrations Specialist on the ServiceNow Development Team.
• Interfaced ServiceNow with vendor applications such as NetCool, OSMQ.
• Configured and developed web services and email inbound actions as per business specifications.
• Managed MID Server, scheduled jobs, import sets and transform maps to maintain integration with associated databases and maintain CMDB
• Performed functional and technical analysis for enhancement/requirements and bugs.
• Documented and Upgraded existing functionality, workflow and process for integrations within ServiceNow.
• Provided L3 support the ServiceNow Incident Application.
• Integrate Remedy with Service Now using a bidirectional bridge thus offering the client the ability to retain legacy knowledge & processes while offering a brand new interface.
• Modules implemented include Incident management, Problem management, Change management, Service Catalog.
• Performed process mapping & gap analysis between existing & proposed implementations of above modules
• Served as a go-to resource for questions and concerns regarding the implementation of the bridge on both Remedy and ServiceNow sides.
• Served as a liaison between various team members from different international geographic locations and was key in bridging gaps in communication and facilitating meetings.
• Assisted in the implementation of the bridge logic by collaborating with Service now technical resources.
• Designed and implemented Service catalog by collaborating with other BSA's and other technical resources.
• Designed workflows and implemented logic in SNOW for catalog approval/fulfillment processes.
• Used JavaScript to code logic to implement various process capabilities based complex client requirements
• Employed the deep knowledge of ITIL processes to devise innovative solutions in SNOW to complex client needs.
• Customization using Business Rules and client scripts. Created various UI Policies and UI actions, and Workflows.
• Worked on Client Scripts, UI Policies, Code Migration, Business Rules, Trouble shooting ongoing problems,
• Worked on Glide Records, Glide Aggregation, Date time,
• Created SOAP Messenger, and midserver, request and response queue.
• Performed product demonstrations to client by showcasing the capabilities of Service now interface and any customizations that we may have done to suit client needs.

Environment: ServiceNow, BMC Remedy, UNIX, Oracle, JIRA, Confluence

ServiceNow Consultant

Confidential

Responsibilities:

• Modules implemented include Incident management, Problem management, Change management, Service Catalog
• Performed process mapping & gap analysis between existing & proposed implementations of above modules
• Served as a go-to resource for questions and concerns regarding the implementation of the bridge on both Remedy and ServiceNow sides.
• Served as a liaison between various team members from different international geographic locations and was key in bridging gaps in communication and facilitating meetings.
• Assisted in the implementation of the bridge logic by collaborating with Servicenow technical resources.
• Designed and implemented Service catalog by collaborating with other BSA's and other technical resources.
• Designed workflows and implemented logic in SNOW for catalog approval/fulfillment processes.
• Used Javascript to code logic to implement various process capabilities based complex client requirements
• Contributed to the building of Xerox Standard for Incident, Problem, Change & Knowledge processes.
• Employed the deep knowledge of ITIL processes to devise innovative solutions in SNOW to complex client needs.
• Customization using Business Rules and client scripts. Created various UI Policies and UI actions.
• Performed product demonstrations to client by showcasing the capabilities of Servicenow interface and any customizations that we may have done to suit client needs.

Environment: ServiceNow, BMC Remedy, UNIX, Oracle, JIRA, Confluence.

ServiceNow Admin/Developer

Confidential

Responsibilities:

• Gathered the requirements and provided design for the catalog item implementation of two services: Tech Refresh and New Software request.
• Involved in gathering the requirements for the PCI (Payment Card Information) feed. It is used internally on the hallmark network.
• Worked on gathering requirements for the SCCM and BEAM feed implementation.
• Partial requirement gathering for the New Server Procurement catalog item (it was later moved into phase 2 for implementation).
• Provided design while gathering requirements for Remote Access Request Catalog Item.
• Developed and configured Service now Platform.
• Worked on complete life cycle to implement Service Now on Berlin version.
• Defined user roles and groups and Configured LDAP integration and scheduled a nightly LDAP refresh.
• Developed Incident management.
• Gathered requirement for attributes needed to develop Service Catalog and implemented it in phase 1.
• Performed Confidential Tivoli Netcool integration with ServiceNow to send and receive event data to a Netcool Object Server to transform Netcool events into incidents.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
• Worked to develop new service catalog items and fix bugs in incident, problem and change management.

Environment: ServiceNow, BMC Remedy, UNIX, Oracle, JIRA, Confluence

UNIX System Admin/ Linux/ AIX

Confidential, Austin, Texas

Responsibilities:

• Implementations, troubleshooting, analyze and proactively monitored Red Hat systems for the Enterprise.
• Applying the Server Hardening procedure to all the company owned servers to reduce the risk to the company’s business systems by implementing Security standards on servers from falling victim to both internal and external attacks.
• Worked on server hardening for: Linux, Red Hat Enterprise Linux 3/4/5, Solaris 8/9/10, Windows server 2000/2003/2008.
• Installation of Patches on the servers which are running different applications
• Validate that the server is fully patched with all firmware and OS critical updates
• Troubleshooting, Patching, Upgrades and Back-ups when required
• Modify the Kernel Tuning parameters based on the application requirements
• Create users, manage user permissions, maintain User & File system quota on Linux servers.
• Creating mirror at oslevel for rootvg
• Disk Management on AIX using SMIT
• Managing Cron jobs, at Jobs, batch processing and job scheduling
• Networking services, performance and resource monitoring.
• Failover clustered servers for RED HAT clusters.
• Configured Multipath for SAN .Recompile the RDAC driver once harden the server.
• Worked on migration of VMware ESXi 4.0 to vSphere ESXi 4.

Environment: Red Hat Linux (RHEL 4/5),AIX (4.3, 5.x, 6.1) Logical Volume Manager, Veritas Cluster Server, Global File System, Red Hat Cluster Servers, Oracle, mysql, Sun Solaris 8/9/10,AIX 5.3L,Windows, Veritas Volume Manager, Veritas Net backup, Ksh/Perl programming, DNS, NIS, NFS, Apache, Tomcat, CA IT Client Manager (CA ITCM), CA Patch Manager, CA Service Desk Manager, Varnish servers 2.1.4, 2.1.5,windows server 2000,2003, 2008, VMware ESX 2.x,HP-UX.

UNIX System Admin/ Engineer

Confidential, Dallas, TX

Responsibilities:

• Installation, Configuration & Upgrade of Linux, AIX, HP-UX, Linux operating systems
• Installation of patches and packages.
• Upgraded Solaris 8 to Solaris 9 and 10. Configuring SAN Sun Storage. Through Brocade Silkworm Switches. Fiber Optics Switch for redundancy with multi-path.
• Cloud Computing: Experience with VMware Virtualization using ESX hypervisor of Vsphere 4.0.
• Configured Solaris Jumpstart Server. Maintained Server 6.0. Backup data of Servers using VERITAS Net Backup. Maintained Security of the Solaris Servers.
• Configuration of VERITAS Cluster Server, Service Guard from the scratch and maintained service group/packages for failover and redundancy purpose.
• Worked on high performance applications in a clustered environment.
• Worked on Solaris 10 container technology, configured separate zones for various applications.
• Involved in Implementing and Administrating enterprise level data backup and recovery.
• Implemented Backup solution for the Network
• Installed and configured file and Application servers running on Sun servers
• Configuring and maintaining network services such as LDAP, DNS, NIS, NFS, Web, Mail, FTP
• Implementation of RAID 0/1/5 for creation of logical volumes using VERITAS Volume Manager in SAN Storage Area Environment
• Managed Network troubleshooting applications TCP/IP including Ethernet, IP addressing & Sub netting, routing
• Worked on creating user accounts, user administration, local and global groups on Solaris platform

Environment: Red Hat Linux (RHEL 4/5), Logical Volume Manager, Veritas Cluster Server, Global File System, Red Hat Cluster Servers, Oracle, mysql, Sun Solaris 8/9/10,AIX 5.3L,Windows, Sun Fire 3800/4800/6800, V890, V880, V490,V480 and V210, VCS, Veritas Volume Manager, Veritas Net backup, Ksh/Perl programming, DNS, NIS, NFS, Apache, Tomcat.

Linux Administrator

Confidential, Dallas, Texas

Responsibilities:

• Monitoring and Resolving problems relating to Internet Servers, Services, Databases, Helpdesk queries (Level 2) and interacting with other Internet nodes to resolve issues regarding Internet services, etc.
• System & Network Administration of large group of systems & network SUN, Linux, Windows Servers, Modems, Routers and Switches.
• System Monitoring (Heavy Disk I/Os, CPU Utilization of each server, Load on each server.
• Share folders and assign permissions to those shares, assigning and managing disk quotas.
• Setting up and sharing the network printer, planning and scheduling backups.
• Antivirus installation on servers and nodes. Also includes updating and installing patches on servers
• Implementing, Managing and Troubleshooting hardware devices and drivers, installing service pack and updating drivers.
• Monitoring Sendmail, Postfix, NFS, NIS, and DNS Servers.
• Support company mail infrastructure by maintaining multiple mail servers and assisting users with mail related questions.
• Maintaining the backup of all the logs of users and mail logs for future correspondence.
• Installation and preventive maintenance regarding system upgrade and implement diagnostic packages, Networking hardware and installation.

Environment:: Red Hat Linux AS3.0/ AS4.0/ AS 5.0, VERITAS Clusters, VERITAS Volume Manager, VMware, Hitachi Disk Array, Apache 2.0, NFS, Software RAID.